What to expect?

Welcome to Susan Smith! We're delighted you're here and want your shopping experience to be as smooth and enjoyable as possible. To give you peace of mind with your purchase, we've summarized everything you can expect from order placement to delivery of your items.

1. Order Processing & Confirmation

What happens after I place my order?
After completing your purchase, you'll immediately receive an order confirmation email. This email contains your order details and order number – please save this for future reference.

How long does it take to process my order?
We work hard to prepare your order as quickly as possible. Processing typically takes 1-3 business days, after which your items will be shipped. Orders placed after 5:00 PM (GMT-08:00) Pacific Standard Time – Vancouver will be processed on the next business day.

What if I don't receive an order confirmation?
If you haven't received your order confirmation within a few minutes, please check your spam or junk folder. Still can't find the confirmation? Contact us at info@susan-smith.com, and we'll be happy to help.

2. Shipping & Delivery

How long does shipping take?
Once your order has been processed, standard shipping typically takes 5-8 business days. In total, you can expect your order to arrive within 6-11 business days, including processing time.

If you're in a hurry, we also offer express shipping that takes 3-4 business days.

Why does shipping take longer than usual?
To ensure the highest quality and keep our prices competitive, your items are shipped directly from our supplier's warehouse in China. This reduces unnecessary handling and lowers costs, but it does mean slightly longer delivery times.

Can I track my order?
Yes! Once your order has been shipped, you'll receive a tracking number via email within 1-3 days. You can track your package's progress at https://susan-smith.com/apps/parcelpanel to know exactly when to expect it.

What if my package is delayed?
Occasionally, external factors such as carrier delays, customs clearance, or weather-related events can extend delivery times. If your order is significantly delayed, please contact our support team for assistance.

3. Product Expectations

Will the product match the pictures online?
We strive to ensure our product photos accurately reflect what you'll receive. However, slight color variations may occur due to lighting or screen settings.

How do I choose the right size?
Each product page contains a detailed size chart to help you find the perfect fit. We recommend measuring yourself and comparing your measurements to the chart. If you're unsure, our support team is happy to help!

How can I ensure the product lasts?
Follow the care instructions on the product label. As a general rule:

  • Wash on a gentle cycle with cold water
  • Avoid bleach and harsh detergents
  • Air dry to prevent shrinking and maintain fabric quality

4. Returns, Refunds & Exchanges

What if I'm not satisfied with my purchase?
We want you to love your items! If you're not completely satisfied, you can return your item within 30 days of receipt. Simply contact our support team to initiate the return process.

Note on Return Costs: Please be aware that we do not offer free returns. The cost of returns is the responsibility of the customer.

Important Note on Returns: Please note that all returns must be sent to our central warehouse in China at the customer's expense. The shipping costs for the return are borne by the customer.

Can I exchange an item?
For a faster solution, it's best to return the item. Once the return has been processed, you can place a new order for the correct item.

How long do refunds take?
Once we've received your returned item, we'll process your refund within 2-4 business days. This includes our internal review process and the time needed to credit the amount to your account or statement (the timeline may vary slightly depending on your bank, credit card, or payment provider).

Please note that in some cases, it may take longer for the refund to appear in your account due to banking procedures. If you haven't received your refund within 15 business days after approval of your return, please contact us at info@susan-smith.com.

5. Payment Methods & Security

What payment methods are accepted?
We accept the following payment methods to ensure a secure and quick transaction:

  • Credit & Debit Cards: American Express, Maestro, Mastercard, Union Pay, Visa
  • Mobile Payments: Apple Pay, Google Pay

How secure is my payment information?
All transactions are protected by a state-of-the-art encryption system to ensure the security of your banking information.

6. Customer Support

What if I have questions or concerns?
Our friendly support team is here to help! You can reach us at:

  • Email: info@susan-smith.com
  • Phone: +1 825 570 4402
    Please note: This phone number is not for customer service. For any assistance or inquiries, contact us via email.

Customer Service Hours
Monday to Friday: 09:00 - 21:00
Saturday and Sunday: 11:00 - 17:00

How can I change my delivery address?
After the shipment has been dispatched, we cannot change the delivery address. If you want to change the delivery address of your order, please contact us within 24 hours of placing your order at info@susan-smith.com.

Can I cancel my order?
If you decide you don't want the order before we ship it to you, we can cancel the order at any time prior to shipping. Check our return policy if an order has already been shipped.

7. Shipping Information

Shipping Carriers:

  • Canada Post
  • UPS
  • FedEx
  • Purolator

Transit Times – Canada 🇨🇦 Please allow the following times for delivery:

  • Free Shipping: 5-8 Business Days
  • Express Shipping: 3-4 Business Days

International Shipping
Currently, we only deliver within Canada.

8. Our Promise to You

At Susan Smith, we strive to provide high-quality products and excellent customer service. Online shopping should be simple, transparent, and enjoyable. If you ever have a question or concern, we're here for you.

Thank you for choosing Susan Smith – we can't wait for you to enjoy your new items!