Shipping policy

Sussurol Shipping & Delivery Policy

At Sussurol, every piece is a unique creation brought to life by our global collective of independent artists and skilled artisan team. Because we prioritize handcrafted quality and meticulous production over mass manufacturing, we appreciate your patience as we prepare your custom art piece.

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1. ORDER PROCESSING & HANDLING TIME

Each item at Sussurol is produced to order or handcrafted, requiring a dedicated process of creation, quality inspection, and protective packaging to ensure it arrives in gallery condition.

• Handling Time: 3 - 5 Business Days (Monday to Friday).

• Order Cut-off Time: 5:00 PM (GMT-05:00) Eastern Standard Time (New York).

• Note: Orders placed after the cut-off time will begin processing on the following business day.

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2. SHIPPING METHODS & ESTIMATED TRANSIT TIMES

We offer two primary shipping tiers to ensure your art reaches you safely. Please note that Total Delivery Time = Handling Time + Transit Time.

• Important Note: While we strive to meet these windows, delivery times may be occasionally impacted by seasonal holidays, customs clearances, or unforeseen global logistics events beyond our control.

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3. PRE-ORDER & BACK-ORDER POLICY

If your order includes a pre-ordered or back-ordered item from one of our featured artists, we practice Partial Fulfillment:

• We will immediately ship the items currently available in our studio.

• Pre-ordered or back-ordered items will be dispatched separately as soon as they pass our quality inspection.

• You will receive unique tracking numbers for each shipment at no additional cost to you.

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4. SHIPPING ADDRESS ACCURACY

The buyer is responsible for ensuring that the shipping address provided at checkout is complete and accurate.

• Correction Window: Due to our streamlined fulfillment process, address corrections can only be accepted within 12 hours of order placement.

• Please contact huoxiujia0131@gmail.com immediately if you discover an error. Sussurol is not liable for orders delivered to an incorrect address provided by the customer.

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5. TRACKING YOUR ART

Once your order is dispatched from our production facility, you will receive a Shipping Confirmation email containing your tracking number. You can monitor your package’s journey through our [Tracking Page] or via the carrier’s official website.

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6. LOST OR STOLEN PACKAGES

Sussurol ensures your order is securely packaged and dispatched. Our responsibility concludes once the package is marked as "Delivered" by the carrier.

• If your tracking confirms delivery but you have not received the package, please contact your local shipping carrier immediately to file an official claim.

• For further guidance on navigating delivery disputes, please reach out to our support team at huoxiujia0131@gmail.com.

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7. RETURN SHIPPING COSTS

By placing an order on Sussurol, the customer agrees to be responsible for the shipping costs associated with returning items. For detailed instructions on how to initiate a return, please consult our Refund Policy.

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CONTACT INFORMATION

Our dedicated support team is here to assist you with any delivery inquiries:

• Brand Name: Sussurol 

• Email: huoxiujia0131@gmail.com

• Phone: +86 18554269296

• Business Address: LaoShan Wanggezhuang Street, Qingdao, SD, 266105, CN

• Customer Support Hours: Monday - Friday, 9:00 AM - 5:00 PM (EST)