FAQ ENGLISH MAY 2020

FREQUENTLY ASKED QUESTIONS 

 

SUZY STORE REOPENINGS

We've reopened our stores. Click Here to find a Suzy store near  you.

My local Suzy store just reopened. Is it safe to go?

Your health, and the health of our employees, remain our number one priority as we begin to reopen our stores. We want to ensure you that we are taking a thoughtful approach and that we're creating a store environment that is safe for everyone. All public health guidelines will be respected, and we are confident we can ensure the safety and well-being of our employees and customers. 

SHIP TO STORE

What do I do if I made an order with the SHIP TO STORE option but didn’t have the chance to pick it up before the stores temporarily closed on March 18, 2020?

Our customer service team will contact you once your local Suzy store opens to advise you that your order is ready to pick-up. We will keep your order for you for 10 days after your store reopens. 

 

I returned item(s) for a refund, I've checked the tracking and it was received at your warehouse, but I still haven't received my refund. Why is it taking so long?

With reduced warehouse staff, refunds will take longer to process than normal. You should expect to receive your refund within 5-7 business days.

DELIVERY OPTIONS

Where is my order? I placed an order last week but still haven't received it. This seems to be taking much longer than usual.

As a company, we are deeply grateful to our customers who have continued to shop with us during these uncertain times. Over the past few months, we’ve seen a large increase in the number of orders. To ensure the safety of our family and yours, we have implemented new safety procedures. Our shipping partner is also facing their own set of challenges and delays. As a result, you may experience delays in receiving your order. Thank you for your patience as we get through this together.