Shipping policy

Shipping Policy

Last updated: 19.05.2026

⚠️ IMPORTANT INFORMATION BEFORE YOU ORDER

Please read this information carefully before placing an order. By placing your order, you acknowledge that you have been informed of and accept the following:

- Susan's Footwear products are shipped directly from our supplier's warehouse in the People's Republic of China.
- Estimated delivery time is 10 to 21 business days from dispatch.
- All U.S. import duties, tariffs, and customs charges are prepaid by us through our shipping arrangement (Delivered Duty Paid). You will not be charged any additional duties, tariffs, or handling fees at delivery.

1. SHIPPING DESTINATIONS

Susan's Footwear ships exclusively to addresses within the fifty United States and the District of Columbia. We do not currently ship to:

- U.S. territories (including Puerto Rico, Guam, American Samoa, U.S. Virgin Islands, or Northern Mariana Islands);
- Military APO/FPO addresses;
- P.O. Boxes;
- International destinations outside the United States.

If you place an order with a shipping address we do not service, we reserve the right to cancel the order and issue a refund.

2. ORIGIN OF SHIPMENT

All Susan's Footwear products are shipped directly from our supplier's warehouse located in the People's Republic of China. We do not currently operate a U.S.-based warehouse or fulfillment center.

3. SHIPPING COSTS

Shipping is free on all orders, regardless of cart value or quantity.

⚠️ Delivered Duty Paid (DDP): All applicable U.S. import duties, tariffs, and carrier handling fees are prepaid by us through our shipping arrangement. The price shown at checkout is the full price you pay. You will not be required to pay any additional customs charges, duties, or fees at the time of delivery.

4. PROCESSING AND DELIVERY TIME

Processing time (preparation for shipment):
1 to 3 business days after payment confirmation. You will receive a tracking number by email once your order has shipped.

Transit time after dispatch from China:
Typically 10 to 21 business days, depending on customs processing time and local carrier performance within the United States.

Total estimated time from order placement to delivery:
11 to 24 business days under normal conditions.

During holiday periods (in the United States, China, or both — including Chinese New Year), or during periods of heightened customs inspections, delivery times may be longer. We will notify you by email of any significant delays.

5. CARRIERS AND TRACKING

Shipping is handled through international logistics partners from China, with final-mile delivery in the United States performed by carriers including USPS, UPS, FedEx, DHL, or similar carriers, depending on destination and order details.

Once your order is shipped, you will receive a tracking number by email. Please allow 2 to 5 business days for tracking information to fully populate after dispatch.

6. CUSTOMS, DUTIES, AND TAXES — DELIVERED DUTY PAID

We ship to U.S. customers on a Delivered Duty Paid (DDP) basis. This means:

a) All applicable U.S. import duties and tariffs are prepaid by us and included in the price you pay at checkout;
b) All customs clearance fees and carrier handling fees are also prepaid;
c) You will not be required to pay any additional charges at the time of delivery;
d) The freight forwarder acts as the importer of record for customs purposes.

This DDP arrangement is designed to give you a transparent, all-inclusive price. There are no hidden costs at delivery.

7. ACCURATE SHIPPING INFORMATION

Please provide a complete and accurate shipping address and email address. The carrier may contact you to coordinate delivery if needed.

Incorrect or incomplete shipping information may result in delivery delays, returned shipments, or additional charges. Susan's Footwear is not responsible for orders shipped to incorrect addresses provided by the Customer. Any reshipment fees, if applicable, will be the Customer's responsibility.

8. ADDRESS CHANGES AND ORDER MODIFICATIONS

If you need to change your shipping address, please contact support@susansfootwear.com as soon as possible. We can only modify an order before it has been dispatched. Once an order has shipped, address changes are no longer possible.

9. PACKAGE REFUSAL

Refusing to accept a package after dispatch does not entitle you to a full refund. If a package is refused or returned to sender, it must travel back to our warehouse in China, which results in return shipping costs to Susan's Footwear.

In such cases, we may refund the product value minus the original shipping costs, return shipping costs, and a $15 administrative handling fee. Full terms are set forth in our Return & Refund Policy.

10. LOST OR DAMAGED SHIPMENTS

a) Lost packages
If tracking shows your package has not moved for 14 consecutive days, or shows as delivered but not received, contact us within 30 days of the last tracking update at support@susansfootwear.com.

b) Damaged packages
Please retain all packaging and product, take clear photographs, and contact us within 7 days of delivery. Damaged-in-transit claims require photographic evidence.

For damaged or defective products, please follow the procedure set forth in our Return & Refund Policy.

11. STOLEN PACKAGES

Susan's Footwear is not responsible for packages that are stolen after carrier delivery confirmation. If a package shows as "delivered" but you cannot locate it:

a) Check with neighbors, mail rooms, building managers, and household members;
b) Look around the delivery location, including porches, side doors, and bushes;
c) Contact the carrier directly to file a claim;
d) If the package was stolen, file a police report.

We are happy to assist by providing documentation but cannot refund packages confirmed as delivered by the carrier.

12. OPERATIONAL INFORMATION

Orders are processed Monday through Friday, excluding U.S. federal holidays and major Chinese holidays. During Chinese New Year (typically late January through mid-February), order processing may be paused for up to 2 weeks. We announce such pauses in advance on the website.

In the event of unforeseen delays, customers will be notified by email.

13. CONTACT

For questions about shipping or tracking:

Starc Ecom B.V.
Radarweg 29
1043 NX Amsterdam, The Netherlands
Email: support@susansfootwear.com