Frequently Asked Questions
Below are some common questions and topics of interest to our customers.
Please don't hesitate to contact us if you don't see the answer to your question here. We'd love to hear from you.
WHOLESALE
• Do you wholesale?
• I am a retailer, what do I need to set up a wholesale account?
ONLINE PURCHASES AND RETURNS
• What is your return/refund policy?
• What type of payments do you accept?
• Do I have to have a PayPal account to purchase from SusyJack.com?
• How secure is this store- will my info be safe?
SHIPPING OF ONLINE ORDERS
• Do you ship internationally?
• When will my order ship?
• How long until my items arrive?
• How is shipping cost calculated?
• What method of shipping do you use?
• How will I know when my order has shipped?
CUSTOM ORDERS
• Do you accept custom orders?
CORPORATE ACCOUNTS
• I'm interested in Susy Jack items for a corporate event or corporate gift. Help?
SPECIAL PROJECTS AND LICENSING
• Do you license your patterns and design motifs?
PRESS AND PRODUCT REQUESTS
• I would like to request more info and/or samples, who do I contact?
• I would like to request product for a charity donation, who do I contact?
Q: Do you wholesale?
A: Susy Jack* has been working with retailers for four years, and our line is available to qualified retailers with a valid resale id. We service a variety of fine shop and boutique accounts, and items ship from our warehouse in NY. If you'd like to set up an account, please contact us, and we will send you our catalog, terms, and account setup information. We also have sales reps in several territories, and are always happy to arrange a showing.
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Q: I am a retailer, what do I need to set up a wholesale account?
A: We request a valid resale id, and for customers seeking terms, a credit reference sheet. Please contact us for information on minimums, opening orders and account setup. A list of our current accounts can be found here.
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Q: What is your retail return/refund policy?
A: We offer a refund/return policy on the full price of the item if it is are unused and in saleable condition within two weeks of ship receipt. We do not refund shipping. We reserve the right to deny returns if the item has been worn or used and is no longer in new or saleable condition. SusyJack* strives to make your shopping experience a happy one. Please note that we ship with delivery confirmation, and cannot be held responsible for missing or lost items if the item has been sent to the correct address. If you would like to insure the item for a small extra fee, please contact us so that we may update your invoice.
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Q: What type of payments do you accept for online orders?
A: SusyJack* accepts all major credit cards, and PayPal.
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Q: Do I have to have a PayPal account to purchase from SusyJack.com?
A: No, a PayPal account is not required.
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Q: How secure is this store - will my info be safe?
A: Protecting your payment information is very important to us. Electronic payments on our site are processed through PayPal's Website Payments Pro service, which allows payment via credit card or with a PayPal account. When you click "checkout" you will be transferred to a secure server (to confirm this visually, look for the "s" in https:// in the navigation bar when you are on the payment/information entry screen).
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Q: Do you ship internationally?
A: We do not currently take orders for delivery outside of the USA for retail purchases. If you'd like to purchase SusyJack items, and you are not within the United States, we recommend visiting one of our online vendors such as seejanework.com.
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Q: When will my order ship?
SusyJack* items usually ship within 4 business days of order placement. If an item has a longer lead-time, or is custom made, this will be noted on its detail page, so that you can be made aware prior to adding it to your cart.
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A: Orders are processed and shipped within 1-4 working days. Ship time varies, but is generally between 2-4 days - via UPS or USPS. If you would like to receive your order more quickly, Express options are available, please contact us for a quote.
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Q: How is shipping cost calculated?
A: Our shipping rates are very reasonable. Shipping fees are added at checkout after you decide to buy the items in your shopping cart. You will be asked to enter your zip code or location at checkout, and the amounts will be calculated according to the price of the item and where it is going. If you are concerned or about shipping rates calculated for your item, please contact us.
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Q: What method of shipping do you use?
A: All orders placed on our website are shipped via the best way possible USPS First Class Mail, Priority Mail, or UPS. Packages over $3.00 are shipped with Delivery Confirmation.
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Q: How will I know when my order has shipped?
A: When your order ships out, a confirmation will be sent to the email you provided in your order, which you can use to track your order's progress.
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Q: Do you accept custom orders?
A: We do not customize our designs or products for individual purchase at this time. Please see below for licensing inquiries.
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Q: I'm interested in ordering Susy Jack* items for a corporate event or gift. How do I get started?
A: We often work with corporations to provide product for functions and gifting. If you are considering ordering a quantity of a single item, or have a custom request, please contact us and tell us more about your project.
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Q: Do you license your patterns and design motifs?
A: Susy Jack* does offer design for license, or purchase of design for a flat rate. We also accept custom design requests for select projects, and have worked with a variety of well-known brands in this capacity, and can provide references and work samples if requested. Please contact us to tell us more about your project scope.
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Q: I would like to request press information and more info or samples, who do I contact?
A: Press inquiries may be directed to Susan Connor
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Q: I would like to request product for a charity donation, who do I contact?
A: Donation inquiries may be directed to Susan Connor
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