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FAQ

Due to an unexpected and unanticipated raise in social media exposure, we're experiencing a spike on orders which may affect our standard shipping/delivery time. We're working day and night to prepare and ship all orders as soon as possible. We understand the frustration of having to wait for your order longer than expected, but one thing we don't want to sacrifice is the quality of our service. We appreciate your patience as we work to resolve this. Thank you! Our peace of mind rests in the fact we have successfully delivered thousands of orders, all without a SINGLE lost item!

 

FAQ's:

Once I place my order, can it be changed/updated?

Once you place your order, you will not be able to make any changes. In the event of errors (incorrect/incomplete shipping addresses, email addresses, names, phone numbers), please email us at [email protected] as soon as possible. Keep in mind that, if you do not contact us regarding these issues before your order ships, we will not be able to update it in our system. susanneshop is not responsible for returned items due to incorrect/incomplete shipping addresses.

How will my order be shipped?

susanneshop provides several shipping methods which are offered at checkout. Each method has an estimated range of days/weeks it would take for your order to reach its destination. Keep in mind this range of days/weeks does not include the days it takes us to ship your order Once your order is shipped, you will receive an email containing the tracking number and carrier information for your package.

For more information review our shipping/handling policies here.

How can we contact you?

You can email us at [email protected] .

 

My Order Is Incomplete/Missing items; What can I do?

Because of inventory management and/or product availability, if you've ordered two or more items, we may ship your product/s separately from different warehouses and at times, even different countries. If you've received only part of your order, please do not worry; it is likely that you will soon receive a second or perhaps even a third package containing the rest of your order. If you do not receive the rest of your parcel within two weeks of receiving the first package, please contact us and we will take further action to resolve the issue.

 

Do you ship internationally?

Absolutely! We provide worldwide shipping. 


Will I be charged any customs or duties fees?
No, the price you see is the price you pay - you won't be charged any extra fees.

 
How long will my order take to arrive?

Normally, you will receive the goods Standard Shipping Times after delivery, because uncontrollable factors such as the epidemic situation may be delayed by 2-3 business days.Regarding the details, please refer to shipping policy. Any question, please contact us via mail or phone.

Standard Shipping Times

USA and Canada: 7 - 14 Business days

Oceania: 7 - 21 Business days

Europe: - 10 Business days

Latin America: 10 - 25 Business days

Other countries: 14 - 30 Business days

 

Why is my order taking longer than expected?

The volume of orders we experience during Holidays and Sales can affect our shipping/delivery time. We understand the frustration of having to wait for your purchase longer than anticipated, but we assure you, we're doing EVERYTHING possible to prepare, ship and deliver everyone's orders promptly and efficiently.

Important: (Make sure your shipping address information is correct to ensure a faster, safer delivery.)susanneshop is not responsible for returned items due to incorrect/incomplete shipping addresses.

 

What can I do if my product is defective?

Manufacturing defects on any of our products are covered by a replacement/refund or store credit policy. Buyers may request a product replacement within 14 days of receiving the defective item. Given the request is approved,susanneshop will cover any costs of sending out a replacement or we may issue a full refund. For information on returning defective items please visit our  Store Policy.

 

Can orders be canceled?

You can change or cancel your order within 12 hours.

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