Shipping Information
General Shipping Policy
1. Where Does SusanSilk Deliver?
Currently, Susansilk delivers to the United States, Canada, the United Kingdom, and European Union countries. Please refer to the table below for more detailed information.
(Note: For countries or regions not mentioned, we do not currently provide delivery services. We plan to expand our delivery range in the near future. Please pay attention to future updates on our website.)
2. Free Shipping for All Orders.
All orders qualify for free shipping.
3. Order Processing Time
The order processing time refers to the duration between the customer placing an order and the seller handing over the order to the delivery service.
Generally, orders are shipped within 1-4 working days of order confirmation/payment. Orders placed on weekends may experience delays. Our warehouse operates during standard business hours from Monday to Friday, excluding holidays. In such cases, we take measures to ensure that shipping delays are kept to a minimum.
Regions and Estimate Shipping Time Detail
|
Region |
Prepare Time |
Delivery Time |
Total Time |
|
US |
1 - 3 business days |
4 - 8 business days |
within 11 business days |
| Canada | 1 - 3 business days | 5 - 10 business days | within 13 business days |
| U.K. France |
1 - 3 business days | 3 - 5 business days | within 8 business days |
|
Germany Italy Spain |
1 - 3 business days | 4 - 7 business days | within 10 business days |
| Netherlands Austria Poland |
1 - 3 business days | 4 - 7 business days | within 10 business days |
| Other regions of the EU | 1 - 3 business days | 6 - 10 business days | within 13 business days |
| Hong Kong | 1 - 3 business days | 1 - 3 business days | within 6 business days |
Note:
Please add 2 additional business days to your shipping time for customized products.
Islands, Military Addresses (APO, FPO) cannot be delivered.
Order and Shipment Status Tracking
1. A confirmation email of your order details will be sent once you place the order.
2. Once your order has been shipped, you will receive another email.
A tracking number will be provided (the tracking number will be activated within 24 hours), which you will be able to track using the link: Track My Order
Please note: Activation of the tracking number may take longer during events or holidays. Tracking information may take 24 to 48 hours to update.
If you are unable to track your package normally, please get in touch with us, and we will resolve the issue within 48 hours.
3. For time estimates, please refer to the table above. If you want to double-check your order status, please contact us at: susan@susansilk.com.
Holiday Shipping
Please note that public holidays can cause shipping delays. Especially orders from December 12th to December 24th will be partially delayed, please place orders in advance to make sure you receive your packages before the holidays.
International Shipping Delays
Due to COVID-19 or other international shipping reasons, delays may occur. If your order is delayed, please contact us via email at susan@susansilk.com, and we will promptly check the situation with the shipping company. We appreciate your understanding and support.
Customs and Import Duties
On occasion, additional customs or import duties cannot be avoided. If there are any duties or fees due to customs inspections or any other fees you were charged, please keep the receipt of the payment and contact us at: susan@susansilk.com.
Missing Packages
If the logistics information indicates that your package has been delivered but you have not received it yet, please reach out to us within two months from the date of delivery. Our team will assist you in searching for the package. However, we will not be able to handle the parcels if you report the issue after two months.
In case the logistics of your parcel have not been updated for more than 10 days and you have not received it, please contact us immediately so that we can investigate the situation and take appropriate action.
Please note that the solution would depend upon the situation, and our customer service team will work with you to resolve the issue.
Order Cancellation
If you wish to cancel your order, please contact us as soon as possible after making the purchase. If your payment has been processed and the package has not yet been shipped, we will be able to cancel your order and refund your money in full. However, once the package has been shipped, we will not be able to cancel your order. In such cases, you may return the package to us once it is delivered, and we will process a refund for you 1-3 working days after your return is received at our warehouse. Please note that shipping charges will not be refunded.
Contact Us
If you have any further questions, please don't hesitate to contact us. We will respond as soon as possible.
Email: susan@susansilk.com
(Our customer service team will respond within 24 hours)
Address: 4100 Moorpark Avenue, San Jose California 95117, United States
Phone: +1 313-203-6515
(Service time: from 9:00 AM to 5:00 PM PST - Monday to Friday)