To Place an Order by Phone

To place a telephone order, call toll-free 1-800-214-3042

  • Monday through Friday 8 AM -  9 PM Eastern Standard Time.
  • Saturday 10 AM - 6 PM Eastern Standard Time.
  • Closed Sundays.
  • We are closed on Labor Day, Memorial Day, Thanksgiving Day, the two days prior to Christmas Day, Christmas Day, New Years Day and 4th of July.

 For Customer Service

For customer service, email us at custserv@susanb.com.

You may also call toll-free 1-800-214-3042

  • Monday through Friday 8 AM -  9 PM Eastern Standard Time.
  • Saturday 10 AM - 6 PM Eastern Standard Time.
  • Closed Sundays.
  • We are closed on Labor Day, Memorial Day, Thanksgiving Day, the two days prior to Christmas Day, Christmas Day, New Years Day and 4th of July.

Ordering and Payment

For your convenience, we accept the following payment methods: Visa, MasterCard, American Express, Discover and Gift cards. The cardholder will not be billed until the merchandise is shipped.  We conduct our business in U.S. Dollars. For your SusanB.com purchase, you will be shown the following information on your billing statement: SUSANB.COM 800-214-3042 NY.



For security purposes, we require the use of your credit card identification number. You will be prompted to enter this number during checkout. This number is required by your credit card company to prevent fraudulent use of your card.

If you have any questions concerning the ordering and payment process, please call customer service at toll-free 1-800-214-3042  or email us at custserv@susanb.com.

  • Monday through Friday 8 AM -  9 PM Eastern Standard Time.
  • Saturday 10 AM - 6 PM Eastern Standard Time.
  • Closed Sundays.
  • We are closed on Labor Day, Memorial Day, Thanksgiving Day, the two days prior to Christmas Day, Christmas Day, New Years Day and 4th of July.

 

Shipping Information

SusanB. orders are shipped within 48 hours on all in-stock merchandise. Weekend orders are processed on the next business day. Rush orders (2nd day and overnight) are shipped the same day provided that the order is placed by 12:30 pm Eastern Standard Time.

Our website provides you with the anticipated availability date for any out-of-stock items. If your order contains both in-stock and out-of-stock items, we will ship the in-stock items and backorder the out-of-stock items until the merchandise becomes available.

Standard Delivery ($9.95)

Standard delivery orders are shipped via UPS ground or USPS 1st class and generally arrive within 5-7 business days.

Second Day Priority ($19.95)

Second day priority will arrive in 2 business days provided that orders are received by 12:30 pm EST.

 

  • Second Day Priority and Overnight Deliveries can not be shipped to PO Boxes or APO locations.
  •  

     Overnight Delivery ($29.95)

    Overnight delivery will arrive on the next business day provided that orders are received by 12:30 pm EST.

     

  • Second Day Priority and Overnight Deliveries can not be shipped to PO Boxes or APO locations.
  •  

    Canadian Deliveries ($10.00 surcharge)

    Packages to Canada will be shipped from the United States. Due to the uncertainty of the time required to clear customs, second day and overnight delivery options are not available on Canadian orders. There will be a $10.00 surcharge on all orders shipped to Canada.

    Hawaii and Alaska ($5.00 surcharge)

    There will be a $5.00 shipping surcharge on all orders to Hawaii, Alaska and Guam.

    Shipping Exceptions

    • For all orders shipped to Alaska, Hawaii or Guam, please allow an additional 3 to 5 business days for delivery.
    • Second Day Priority and Overnight Deliveries can not be shipped to PO Boxes or APO locations.
    • For all orders shipped to Canada, only United States Postal Service or UPS shipping are available at this time
    • Because some items are drop shipped in 3-7 days or made to order as noted on the product pages, these items can not be shipped via Second Day or Overnight Delivery.
    • Estimated delivery times are pending credit approval and item availability.
    • We are currently unable to ship outside of the United States & Canada.


    If you have any questions concerning the shipping information, please call customer service
    at toll-free 1-800-214-3042 or email us at custserv@susanb.com.

    Returns and Exchanges

    If for any reason you are not 100% satisfied with how our merchandise looks, wears or feels, simply return it within 45 days for an exchange or full refund of your merchandise purchase price — no questions asked. We guarantee it.

    So we may serve you better in the future, please indicate the reason for your return on the packing list you received with your purchase. Package the merchandise and the packing list securely and affix the return label from the packing list on the package. We recommend returning via a traceable method (UPS or insured parcel post) to:

           Attention: SusanB Return Department

           251 E. Laraway Road
           Joliet, IL 60433


    If you have any questions concerning returns and exchanges, please call customer service
    at toll-free 1-800-214-3042 or email us at custserv@susanb.com.

    Frequently Asked Questions (FAQ)



    Q: How do I determine my ring size?

    A:
      If you do not know your ring size, follow the directions on our Ring Sizer to figure out your correct size. We do not carry half sizes.




    Q: How do I place an order online?

    A:
      Select the product you want to purchase being sure to indicate the quantity desired and any special requirements like ring size or earring style. Place the product into your shopping cart by clicking Add to Cart. At this point, you can choose to continue shopping or checkout. When you have completed your order, click Checkout and follow the simple instructions. If you would prefer to place an order over the phone or need assistance in placing your order online, please call 1-800-214-3042.




    Q: Who should I contact with a question about my order?


    A:
      Email us at custserv@susanb.com or call our customer service specialists at 1-800-214-3042.




    Q: What payment methods do you accept online?


    A:
      We accept Visa, Mastercard, American Express, Discover/Novus and Gift Cards. The cardholder will not be billed until the merchandise is shipped.  We conduct our business in U.S. Dollars. For your SusanB.com purchase, you will be shown the following information on your billing statement: SUSANB.COM 800-214-3042 NY.



    Q: How long will it take to receive my order?

    A:
      All in-stock items are shipped within 1-2 business days. We use 1st class priority and USPS shipping for our standard shipping methods and anticipate delivery within 5-7 business days. Express shipping options are available.



    Q: Can I send someone a gift from your site?


    A:
      Yes, simply indicate that you would like to ship the entire order to an address other than your billing address. You may even include a gift message that will print on the packing list.




    Q: Do you accept international orders?


    A:
      We ship within the United States including Alaska and Hawaii. We also ship to Canada. We cannot accept orders to other locations. Delivery to Alaska and Hawaii are subject to a $5 surcharge fee, and delivery to Canada is subject to a $10 surcharge fee.



    Q: Do you charge sales tax?

    A:
      We charge sales tax in New York, Michigan and Illinois as well as in the Canadian provinces and territories.




    Q: How are your products packaged?

    A:  Our jewelry is placed in a beautiful SusanB drawstring pouch and ready for gift giving. Larger items, such as handbags, are packaged in a protective bag.



    Q: Do the pierced earrings come with hypoallergenic posts?


    A:
      Yes, all of our earrings are designed with hypoallergenic posts.



    Q: Can you ship to a PO Box?


    A:
      Yes, All orders can be shipped to a PO box with the exception of priority and express shipments.




    Q: How do I exchange or return a product?


    A:
      You may return or exchange products within 45 days. Simply complete the back of your packing list with the appropriate return or exchange information, include it with the product and mail via UPS or insured parcel post to:

     

     

     

    Attention: SusanB Return Department
    251 E. Laraway Road
    Joliet, IL 60433

     

    Q: What is your refund policy?

    A:
      SusanB. stands behind the style, quality and value of our products. However, if for any reason you are ever less than delighted with a purchase, you may return the item — no questions asked — within 45 days, for an exchange or full merchandise refund of your purchase price. We guarantee your 100% satisfaction!

     

    Note: We do not accept returns on personalized made-to-order items.

     

    Q:  Can current discounts be applied to prior purchases?

    A:  Yes, we will honor the discount provided that your purchase was made within 7 days of the promotion.

     

     

     

    Q: Where is your corporate headquarters?

    A:
      SusanB.com is operated by Holsted Marketing, Inc. and is located at:

    135 Madison Avenue, 8th Floor

    New York, NY 10016