Thank you for shopping with Susan New York. Below you will find everything you need to know about how your order is prepared, shipped and delivered.
Order Processing
Every order is checked and packed with care. Orders are processed within 1–3 business days (Monday to Friday, excluding public holidays). Orders placed on a weekend or holiday are processed on the next business day.
As soon as your order leaves our warehouse, you will receive a confirmation email with your tracking number.
Shipping Costs
Shipping is free on every order. There is no minimum order value and no hidden fees at checkout.
Delivery Times
Once your order has shipped, delivery usually takes 6–10 business days. Delivery times are estimates and can occasionally be longer during busy periods or because of weather or carrier delays.
Tracking Your Order
All orders are shipped with UPS and include tracking. You can follow your parcel at any time on our Track Your Order page using your order number or tracking number.
Shipping Address
Please make sure your shipping address is complete and correct before you place your order. If you notice a mistake, contact us as soon as possible and we will do our best to update it before the order ships. We cannot be held responsible for parcels sent to an incorrect address provided at checkout.
Marked as Delivered but Not Received
If your tracking shows your parcel as delivered but you cannot find it, please:
- Check around your property, your mailbox and with your neighbors.
- Ask anyone in your household who may have received it.
- Wait 24–48 hours, as parcels are sometimes marked as delivered a little early.
If it still has not arrived, contact us at support@susannewyork.com with your order number and we will look into it with the carrier.
Questions
For any question about your delivery, write to us at support@susannewyork.com or use our contact page. We are happy to help.