Shipping Policy

Missing, Defective or Incorrect Items

If you receive defective, incorrect, or missing items, please email with your order number within 72 hours of order delivery. If you receive defective, incorrect, or missing items and notify Suzan's Customs after 72 hours of order delivery, the customer will be responsible for any rush fees and/or shipping upgrades and expenses. We will respond to all email inquiries within 24-48 hours.

Damaged, Lost or Stolen Packages
If your package is lost, stolen, or arrived damaged, please file a Route Insurance claim at Route Insurance is a shipping insurance provider that is available to all customers at checkout for a small fee. If you choose not to purchase Route Insurance, you must contact the shipping provider that was selected at checkout for reimbursement. USPS Priority Mail and Priority Mail Express have insurance provided directly through them. Suzan's Customs is not responsible for lost, damaged, or stolen packages once your order is in transit.

To return your product, you should mail your product to: 125 E Lagrange Road, Hanover, Indiana 47243, United States

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping and Route Insurance fees will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. Without a tracking number, Suzan's Customs cannot guarantee that we will receive your returned item.