Customer Service

Frequently Asked Questions

Has the website changed?

Yes! We've recently launched a new website to better serve you. We're excited to share our new design, including easier navigation, larger product images, a better mobile experience and streamlined checkout. To protect your security, existing account holders will need to reset your password to access your account. Welcome to the new Smithsonian Store!

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I am not able to log in to my account.

We recently made significant upgrades to the Smithsonian Store website. To keep your information secure, we require that all account holders reset their password. Please reset your password.

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How do I return or exchange an item?

* We are currently experiencing a delay processing returns. It may take up to 4 weeks for your return to be finalized. *

If for any reason you are not completely satisfied with your purchase, most items purchased online at SmithsonianStore.com or from Smithsonian Catalog may be returned within 90 days. Some exclusions apply. See the item detail page for specific return information.

To return an item(s), please follow these steps:

  1. Place the item(s) in the condition in which it was received in its original packaging.
  2. Place packaged item(s) in the shipping box.
  3. Complete the return instructions form including your name, address, phone, email and reason for the return.
  4. If you received a damaged item, an incorrect or are missing an item, please call us for assistance.
  5. For the security of your return, we suggest shipping it by UPS or USPS and keep your tracking number.
  6. Include the completed return instructions form in your return package:

SI eCom Returns
1650 Bluegrass Lakes Parkway
Alpharetta, GA 30004

Returns processing may take up to 14 days. Refunds are made to the purchaser using the original method of payment. If you originally used a credit card for your purchase, your merchandise credit will appear on your card statement within 1-2 billing cycles. Shipping and gift-wrapping costs are not refundable.

If the returned items were a gift, the refund can only be credited to the purchaser. However, a gift recipient can return merchandise for merchandise credit. To exercise this option, please check the appropriate box on the back of the packing slip and follow the 6 easy return steps listed above.

For your protection, we recommend you insure your package for shipping. Additionally, please record any carrier tracking information to verify your returned merchandise reaches our correct return address.

(Unfortunately, we cannot accept returned items purchased from Smithsonian museum gift shops in Washington, D.C. Those items must be returned to the place of purchase.)

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How long does it take for my return or exchange to be processed?

* We are currently experiencing a delay processing returns. It may take up to 4 weeks for your return to be finalized. *

Returns processing may take up to 14 days. Refunds are made to the purchaser using the original method of payment. If you originally used a credit card for your purchase, your merchandise credit will appear on your card statement within 1-2 billing cycles. Shipping and gift-wrapping costs are not refundable.

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What payment methods are accepted?

We currently accept all major credit cards, as well as PayPal.

Please note that we cannot accept pre-paid gift cards as payment. Any orders placed using a pre-paid gift card will ultimately be cancelled.

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How do I place an order by phone? And/or can I speak to a real person about my order?

Call 1-800-322-0344 and we’ll be happy to help you, or to place your order.

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How do I mail my order?

Mail orders to:
Smithsonian Store
768 North Creek Drive
Suite 200
Willmar, MN 56201-3575

Please Include:

  • Your complete name, address, and phone number;
  • Payment information. If applicable, include credit card number, full name on card, billing address, expiration date, and CVV number;
  • The items you wish to purchase;
  • If a gift, the recipient’s name and mailing address.

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What are the benefits of setting up an account on your site?

When you set up an account, you gain access to all of the great features of our site, including

  • Storing your personal information and addresses for quick & easy checkout
  • Creating Wish Lists to share with your friends and family
  • Reviewing your Order Status as well as Order & Item History for any orders you have placed as a registered user

SmithsonianStore.com does not store credit card information.

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How much does it cost to ship my order?

Shipping costs are calculated based on your merchandise total after discounts have been applied.

Use the delivery chart to calculate shipping charges to each delivery address.

We ship orders as received and will notify you of any unexpected delay. Shipping charges for the entire order are billed one time when the order is shipped.

Additional shipping charges may be required on large orders and on rural area addresses designated by the shipping carrier. We will contact you prior to shipping the order for authorization.

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Can I ship my order internationally?

SmithsonianStore.com currently only ships to the U.S. and Canada.

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Do you offer the same items online as you do in the Smithsonian Institution’s Museum Gift Shops?

Some of the items are the same, and some are different! Each individual Smithsonian Institution Museum Gift Shop offers a different selection to its visitors, based on the collections of that museum. At SmithsonianStore.com, we hope you’ll find a bit of something for everyone, all adapted from, or inspired by, an object in our collections.

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How does my purchase support the Smithsonian Institution?

100% of the proceeds from your purchase go back to the Institution, to support the Institutions programs and exhibits.

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You Make a Difference.
100% of our proceeds support the Smithsonian mission.
Learn More