Billing

Q What payment methods do you accept?

SmartyRents currently accepts Visa, MasterCard, and Discover cards as methods of payment. You may also use a debit card, as long as it has a Visa or MasterCard logo. Unfortunately, we do not accept money orders, checks, cash payments, international cards or PayPal.

Q How are Credit Card ID Numbers (CID) used?

As a security measure, SmartyRents requires the CID (Credit Card Identification Number) when purchasing from SmartyRents. The CID is located directly on the back of your credit card. This will help protect you from credit card fraud by requiring the physical credit card to be present during the purchasing process. Once the purchasing process is completed, your CID information is removed from our system.

Q Is there sales tax and how is it applied?

If your billing address is in California, your SmartyRents membership fee will include applicable sales and/or use tax.

Shipping

Q What should I do if I lost my mailing envelope?

With every game that is mailed to you, you receive a pre-paid mailing envelope to use to return the game. If you've lost the envelope, you need to use your own padded envelope and postage to send the game to: SmartyRents P.O. Box 60710 Bakersfield, CA 93386

Q I am moving, can I change my shipping address?

If you are moving, you can simply update your shipping address on the My Account page. The change is effective immediately. To ensure that you receive your future games, please change your address before you return the games you currently have out. All of your account information remains the same with the exception of the new delivery address.

Q How long will it take to get my games?

Once you have an active SmartyRents membership, we will ship you the first available game(s) on the next business day. Currently, games ship from California via U.S. Postal Service first class mail. The US Postal service estimates on average 2 to 4 business days for shipping time to anywhere in the US. However, shipping times may vary from member to member as well as from shipment to shipment, depending on your local postal route, delivery location, volume of mail, weather, etc. Please note, postal holidays normally cause an increase in shipping times.

Q What should I do if I have not received my games?

We use the U.S. Postal Service because we've found that it's the most reliable and cost-effective way to get your games to you. Unfortunately, shipping problems do sometimes occur. Before reporting a game as lost, go to My Game and check the Date Shipped for the game. Please allow 7 business days after the Date Shipped before reporting a game with a shipping problem. If it is more than 7 business days after the Date Shipped and you still haven't received the game, Contact Us and select shipping. We'll note in your account that the game has been lost in the mail.

Q You received my game. Why haven't you shipped another?

You may not have any available games in your Game. Make sure you always have plenty of titles loaded into your Game.

Q Why does it take so long for SmartyRents to receive my games?

As soon as the U.S. Postal Service delivers your returned rentals to SmartyRents, they are scanned and marked as returned on your account. If a game is listed in the Games I Am Playing in your Game, this means SmartyRents has not yet received the return. Games are being shipped by First Class Mail to and from California. Shipping time averages 2 to 4 business days anywhere in the US, but it can vary from member to member as well as from shipment to shipment, depending on your postal route, delivery location, local post office, the volume of mail, the weather, holidays, etc. We are continually working with the Post Office in an effort to improve shipping times. If it has been more than 7 business days since you placed it in the mail and it is still showing checked out to your account, please Contact Us to report a shipping problem.

Q What should I do if SmartyRents has not received my game return?

We use the U.S. Postal Service because we've found that it's the most reliable and cost-effective way to deliver games. Unfortunately, shipping problems do sometimes occur. Before reporting a game as lost, go to My Game and check that we haven't received it. Please allow 7 business days from the time you place it in the mail before reporting a game with a shipping problem. If it's more than 7 business days and you haven't received an email confirming SmartyRents received the game, please Contact Us to report a shipping problem. We'll note in your account that the game has been lost in the mail.

Q I accidentally returned a mailer with no game inside, how can I return the game?

With every game that is mailed to you, you received a pre-paid mailing envelope to return the game. To return the game to SmartyRents, you need to use your own padded envelope and postage and send the game to: SmartyRents P.O. Box 60710 Bakersfield, CA 93386

Q I accidentally sent my own game back to you, what should I do?

We are sorry to hear that you returned your personal property in one of our envelopes. To report the situation, please Contact Us. In order to return the correct SmartyRents game, you need to use your own padded envelope and postage and send the game to: SmartyRents P.O. Box 60710 Bakersfield, CA 93386.  While SmartyRents will make a reasonable effort to return any non-SmartyRents property it receives, SmartyRents will not be liable for any losses of or damage to such property. Should we receive your personal game, we will attempt to ship it back to you.

Membership

Q What if I forgot my Password?

Select “Forgot Your Password” and your password will be sent to your email address.

Q How do I update my Account Profile?

You can change any part of your My Account profile, including: e-mail address and password, game systems you own, shipping address, credit card information, billing address, child information or your membership package. Just access My Account and edit the category you wish to change.

Q Can I put my account on hold if I move or go on vacation?

We cannot place an account on hold at a member's request. If you do not wish to continue your service for a period of time, you will need to cancel your account online and return any outstanding games. You may cancel your membership by going to My Account and selecting Cancel Membership. Once you are ready to start enjoying our service again, you can log in with the same email address and password to update your account to reactivate your membership. When you reactivate your account, you will only need your credit card information, billing information, and shipping address if that information has changed. If you're moving and wish to keep your membership, no problem - you simply need to change your shipping address in My Account. The change is effective immediately. To ensure you receive your future games, please change your shipping address before you return games you currently have out.

Q How do I reactivate my membership?

To reactivate your membership, just go to My Account. Log in with the e-mail address and password you used in the past and follow the reactivation process. If you need further assistance regarding reactivation, please Contact Us.

Q I have an account, why am I being asked to create an account?

It appears that your active SmartyRents account may be associated to an alternate email address. Please attempt to log into your account using previous email addresses that you may have used. If you are still unable to log in, please Contact Us and provide identification information including your full name, your delivery address, and the last 4 (four) digits of the credit card associated with your account.

My Game

Q What is My Game?

My Game is like a wish list - but better. When you find a game you want, click Add to My Game to automatically add it to the end of your Game. My Game is the key to your SmartyRents membership. It tells us which games you want to rent, and in what order. We'll send the first available game(s) in your Game right away. When you return a game, we'll send the next available game, and so on. Be sure to keep plenty of titles in your Game so we'll always have another game to send you. My Game page displays: I Am Playing - Those are the games you have out. I Want to Play - The games you're wanting, in the order you want to get them. My Rental History - Games you have rented in the past. On your Game page, you can also change the order in which you want the games at any time, or use the "Love It" button to keep a game you just can't bear to send back.

Q Why wasn't I shipped the top game in my Game?

We always strive to ship you the top title in your Game first. If the top title in your Game is not available, we will ship the next title that is available to get you your next game rental as quickly as possible. We recommend keeping at least 8 titles in your Game at all times to ensure nonstop gaming.

Q There are 3 Leapster game systems. What Leapster games can be played on my Leapster?

All Leapster games can be played on all Leapster game systems. If you have the Leapster LMax, all games will play on this system, but only the LMax games can connect to your TV. If you have the Leapster2, all games will play on this system, but only the Leapster2 games can connect to your computer.

Q Why didn't I receive my first choice in My Game?

We strive to send you your top ranked game in your Game. When we receive your most recent return, the top game in your Game may have been temporarily unavailable. Therefore, to get a game into your hands as quickly as possible, we will send you the next available game on your list. Be sure to keep plenty of great games in your Game so you don't miss out on playing!

Q There are three V.Smile game systems. What games can be played on my V. Smile?

All V.Smile games (Smartridges) can be played on all V.Smile game systems.

Q Can V.Smile games and V.Motion games (Smartridges) be played on both game systems?

Yes. All V.Smile and V.Motion games (Smartridges) can be played on either game system. However, the "motion" of the V.Motion games can only be felt when a V. Motion game is played on a V.Motion game system.

Damaged/Lost Games

Q I lost or damaged the game, what should I do?

If a game has been lost or damaged while in your possession, you will be responsible for the replacement fee for that game. Pay for the game by selecting “Love It” in your Game for the game that has been lost or damaged to initiate the purchase at the advertised “Love It” price.

Q What should I do if I received a damaged game?

If you have a game cartridge, blow on the part that connects to your game system to clean out any dust. If you have a Little Leaps disc, please try wiping it with a clean cloth. Start in the center of the disc and wipe outwards. Please avoid wiping in a circle as this can damage the game. If you continue to have problems, please Contact Us.

Q Will I have to pay for a game that is lost in the mail?

We do not hold our members responsible for a game that has been lost or delayed in the mail. Our policy is to wait at least seven shipping days before reporting any type of a shipping problem. If you have not received a game and it's more than seven days after the Date Shipped or if you haven't received an email confirming our receipt of a game you returned more than seven days prior, please Contact Us. We'll note in your account that the game has been lost in the mail.

Q What happens if I receive or find a game I reported lost?

We are glad you found it! You can send it back to us in its pre-paid mailing envelope.  Once we receive the game, we will update your account to show you returned the game.  If you were charged for the lost game, we will reimburse your credit card for the returned game.  

Love It Option

Q How does the Love It option work?

When you love a game so much you don't want to send it back, you don't have to! It's easy to keep it if you Love It! Click the Love It button within your Game. Don't worry, your account will not be charged until you confirm your purchase and you will be allowed to keep the game you already have. You may notice that the Love It prices vary. Some games are no longer available from our distributor and carry a higher “Love It” price as we will have difficulty replacing them. All pre-played game purchases are final. If you experience any difficulties with your purchase, please Contact Us.

Gift Certificates

Q How does a Gift Certificate work?

Gift Certificates are available for purchase in any dollar amount. If you are an existing SmartyRents member, all you have to do is go to My Account. Click on the Edit button next to My Account Information to enter your Gift Certificate code and apply your gift. If you are not yet a SmartyRents member, click on Start Now on any of our pages or My Account to establish a new membership. You will be asked to enter your Gift Certificate code after picking your rental package.

Q General Terms:

Gift Certificates are for rental memberships only. Gift Certificates are not redeemable for cash and cannot be returned for a cash refund. Gift Certificates are good in the 50 United States only. Recipients who want to upgrade to a higher game plan during their gift membership will be charged the difference between membership fees effective immediately for the prorated amount billed monthly. Recipients who downgrade to a lesser plan during their gift membership will not receive special refund/crediting for the difference in membership fees. SmartyRents reserves the right to change the Terms and Conditions at its sole discretion. Sales tax will be charged on Gift Certificates in the state of California.

Q What happens at the end of my pre-paid gift membership?

Once your Gift Certificate amount is depleted, you will be charged the regular monthly rate of your chosen rental package. If you do not wish to continue your membership once your Gift Certificate runs out, you must cancel online prior to the end of your prepaid period by going to My Account and selecting Cancel Membership. You will be responsible for any rentals not returned to SmartyRents within seven days of canceling. You will be charged the Love It price of the unreturned game(s). If you have placed games in the mail, please Contact Us. To find out how many days you have left in your current billing period, view My Account.

Q If I purchase a gift certificate, how does the recipient get notified?

Your lucky SmartyRents Gift Certificate recipient will be notified in one of two ways. When purchasing a Gift Certificate, you will be given the choice to send a gift card email notification at a date of your choosing, or you can select to print a SmartyRents Gift Certificate to personally give to the recipient.

Q How do I print off a gift certificate?

You may choose to have the gift certificate sent directly via email to the recipient immediately or at the date of your choosing. Or you may choose to send an email to yourself containing a printable gift certificate that you can personally give as a gift. Once the gift certificate has been purchased and printed, a new one cannot be reissued if the original is lost or damaged. Each gift certificate contains a unique, one-time use gift certificate code. Once the transaction is complete, it is the responsibility of the sender/recipient to redeem the gift certificate.

Game Manuals/Parent Guides

Q Do you send instruction manuals with the games?

Game instructions are not sent with game rentals. However, we do post the game manuals (Parent/User Guides) on our website for your convenience which will help you get a jumpstart on your game. Simply visit your Game and select the Download Manual for the game you currently have out. The Download Manual option is only available once a game has been shipped to you.

Cancellation

Q How do I cancel my membership?

You may cancel your membership by going to My Account and selecting Cancel Membership. *Please note: Cancellation is effective immediately. You will not receive a refund or credit for unused rentals or partial billing periods. In order for your cancellation request to be completed, all games must be returned before your next billing date.  If the game is overdue, your credit card will automatically charged for another month(s) of service until returned.  If you have placed games in the mail, please Contact Us. To find out how many days you have left in your current billing period, view My Account.

Q Will you save my Game and my rental history if I cancel?

All of your account information is retained on our site in the event you wish to restart your membership. You can reactivate your account by logging in with your old email address and password. You will be prompted to update your account information to reactivate your membership.

Q I returned all my games, is my account canceled now?

You must actively cancel your account in order to discontinue your membership. You can cancel your account anytime by going to My Account and clicking Cancel Membership. *Please note: Cancellation is effective immediately. You will not receive a refund or credit for unused rentals or partial billing periods. You will be responsible for any rentals not returned to SmartyRents within seven days of canceling. You will be charged the “Love It” price of the unreturned game. If you have placed games in the mail, please Contact Us. To find out how many days you have left in your current billing period, view My Account.

Q How do I reactivate my account?

You can reactivate your account by logging in with your old email address and password. You will be prompted to update your account information to reactivate your membership. If you experience a problem, please Contact Us.