Shipping policy
At Susan & Nancy, we aim to process and deliver every order as efficiently and carefully as possible. Please review the following shipping terms before placing your order.
1. Processing Time
Orders are typically processed within 1–3 business days.
Processing times are estimates and may be extended during periods of high order volume, sales, promotional events, weekends, holidays, or other circumstances affecting our fulfillment operations.
Once an order has entered processing, we cannot guarantee that changes can still be made.
2. Shipping & Delivery
Once an order has been processed and dispatched, estimated delivery is generally 7–10 business days.
Delivery times are estimates only and may vary depending on the destination, carrier, fulfillment location, weather conditions, customs procedures, transportation disruptions, or other circumstances outside our direct control.
3. Free Shipping
Susan & Nancy offers free standard shipping on all orders, unless otherwise stated on our website.
No minimum purchase amount is required.
4. Order Cancellations
Orders are submitted to our fulfillment process shortly after payment has been successfully completed.
For this reason, orders cannot normally be cancelled once they have been placed and payment has been confirmed.
If you have made a mistake with your order, please contact our customer service team immediately. We will attempt to assist where possible, but we cannot guarantee that an order can be changed or cancelled once it has been submitted for processing.
If the order has already been processed or dispatched, cancellation is no longer possible.
5. Shipping Information
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Susan & Nancy is not responsible for delivery problems, additional costs, delays, or failed deliveries resulting from incorrect or incomplete shipping information supplied by the customer.
If you notice an error in your shipping information, please contact us immediately. We will attempt to update the information where possible, but changes cannot be guaranteed once processing has begun.
If an order must be reshipped because of incorrect customer-provided information or a failed delivery attributable to the recipient, additional shipping or handling charges may apply.
6. Tracking
Once your order has been dispatched, tracking information will be sent to the email address provided during checkout.
Please allow some time for the carrier's tracking system to update after dispatch. In some cases, the package may already be in transit before the first tracking update becomes visible.
Orders containing multiple products may occasionally be delivered in separate packages and may therefore have separate tracking information.
7. Shipping Delays
Once an order has been handed over for shipment, certain aspects of transportation are outside the direct control of Susan & Nancy.
Delays caused by carriers, customs processing, severe weather, transportation disruptions, peak shipping periods, or other external circumstances do not automatically make an order eligible for cancellation or refund.
We will, however, assist customers with legitimate delivery issues where appropriate.
8. Delivered but Not Received
If tracking indicates that your package has been delivered but you cannot locate it, please first check around your property, mailbox, parcel locker, reception area, and with household members or neighbors.
We also recommend contacting the delivery carrier directly, as they may be able to provide additional information about where the package was delivered.
If you are still unable to locate your order afterward, please contact our customer service team so we can review the situation.
9. Contact
For questions regarding your order or shipment, please contact:
Susan & Nancy
Email: support@susanandnancy.us