Order Processing Times
- Orders will ship in three to five (1-3) business days after the order is received.
- We ship Monday – Saturday, holidays excluded.
Shipping & Delivery
- We currently ship to US addresses only.
- All orders ship from Los Angeles, CA and will arrive within 2-9 days, depending on the shipping method selected. Tracking is included with all orders
- You will receive a shipment confirmation email with a tracking number once the order has shipped.
- We use USPS as our preferred shipping carrier and ship most items via USPS Priority. By using USPS Priority the purchase will be fully insured for the full purchase price. The shipping costs are automatically calculated during checkout based on your shipping address and the estimated size and weight of the final package.
- We have safely shipped hundreds of fragile orders and we expertly package all orders to ensure safe transit. It is very rare that damage occurs but if it does please read below what to do.
- Some very large and heavy items are only available for local pickup in Los Angeles/ Encino, California. Those items are clearly marked in the description if they are a Pick Up Only item.
- We do offer local pick-up for many products. Simply email us at susan@susanjane.com to make payment and pickup arrangements.
Returns & Refund Policy.
- We accept returns and exchanges within 30 days of the receipt of the item. Please contact us at susan@susanjane.com to advise that you will be returning your purchase. The buyer is responsible for return shipping costs and any loss in value if an item isn’t returned in its original condition. Once the item has been received and confirmed to be in the original condition a full refund will be issued. The refund will include the cost of the item, the original shipping fee, and any tax.
- All of our products are vintage and pre-owned and are sold as is. Because these are vintage and pre-owned they may have slight imperfections or show signs of wear. We share the condition of each item in the listing and often have photos to show any imperfections. Please choose carefully and feel free to email us for additional information or photos to help you make an informed decision.
Damaged or Lost Orders
- We have shipped hundreds of fragile orders over the past 12 years and rarely had issues with products not arriving in good condition.
- If your order does arrive and it is damaged:
- Damages must be reported to us within 24 hours of the packaging being marked as delivered from the tracking on the USPS. If it is past the 24 hours of the package being delivered you will have to submit the claim with the carrier and we will not be able to refund or replace any of the items. We will reship whatever is damaged if there are extra or we will send a refund if it is within 24 hours of it being delivered, but only as long as pictures are emailed to prove damage and you keep the box and product so the shipping company is able to pick it up so they can process the claim. Without the photos and package, we cannot validate the damage and cannot provide a refund for your items being damaged. In those cases, you will need to submit a claim to the shipping company to receive a refund. Email photos and name or order number to susan@susanjane.com.
