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Store Policy

Suzanna Dai Online Orders

The below information applies to products purchased at www.suzannadai.com or by phone.  Please allow 1-3 business days for a response to an inquiry or to process an order.

Product Availability

All pieces on the Suzanna Dai website are made-to-order and may take up to 3 weeks to be produced.  Suzanna Dai sometimes has product in inventory, but given the nature of demand, many times quantities will be limited or sold out.  Please allow up to 3 weeks for production and delivery.  If you need something right away, please contact [email protected] to check if the piece you need can be expedited.

Payment

Prices displayed on SuzannaDai.com are in US dollars.  We accept Visa, Mastercard, and American Express.  Your credit card will be charged at the time your order is placed.  Suzanna Dai charges state, local, and county taxes to New York residents on online transaction, as required by law.

Shipping within the USA

All purchases are shipped via UPS GROUND, Monday through Friday (no weekend delivery).  Please allow 1-3 business days for your order to be processed before it is shipped.  Your shipping charges will be calculated when you check out at www.suzannadai.com.  All orders require a signature upon receipt.  We cannot ship to PO boxes or AFPO’s.  Suzanna Dai processes e-commerce orders Monday through Friday, excluding holidays.  Suzanna Dai cannot be held responsible for unanticipated delays.  If there is an issue with your shipping address, you will be contacted via email.  We will hold your order for 5 business days.  If no response is received, your order will be cancelled.  If you have additional questions concerning shipping and delivery timeframes and fees, or if you would like to have your order expedited, please contact [email protected].

International Shipping

Suzanna Dai ships via USPS Express Mail for all orders outside of the United States.  Please note: all international orders are subject to additional shipping charges based on the end country’s taxes, tariffs, and duties.  These fees are not associated with Suzanna Dai, and are to be paid by the customer upon delivery.  Suzanna Dai will not be held responsible for any VAT charges that may be incurred with your international shipment.  If you would prefer to have your international shipment shipped through a different courier service, such as UPS or FedEx, please contact [email protected].

Product Care

Each piece of Suzanna Dai jewelry is hand-crafted and requires delicate handling.  Please follow our recommended care to extend the life of the jewelry.  After each wear, store in a jewelry box.  Please note that the majority of the collection includes fragile bead work, which should be delicately handled and stored in an appropriate setting.

Custom & Exclusive Orders

If you would like to make a custom request or special order, please contact [email protected] to inquire directly.  Please provide all details in your email so that we may respond to you as quickly and effectively as possible.  We will make best efforts to fulfill your request.  Please note that special orders will take 6-8 weeks upon order.  Exclusive and Custom items will require pre-payment; we will process payment at the time of your order.  All sales are final on all special orders and custom products.

Return & Exchange Policy

Suzanna Dai will accept items for a one-time exchange (for an item of equal or greater value than the original purchase item) within 21 days of purchase.  Item must be returned in new condition with its original package and all tags attached, in re-saleable condition.  Sale items and custom orders are final and non-returnable.  Exchanges and Returns will be subject to shipping charges.  Please note that your exchange item may be out of stock by the time your return is processed.  We will notify you as to the exchange ship date, or a credit will be issued.  We cannot refund shipping charges on returned items.  Suzanna Dai is not responsible for items damaged or lost in transit; therefore, items must be returned in a trackable and insured way (we recommend UPS or FedEx).
 
To exchange an item, please send an email to [email protected], with details as to the reason for your exchange, and the new item you would like.  Suzanna Dai will reply with a return authorization email, return instructions, and a breakdown of any additional charges.  Please include a copy of this email with your return, for faster processing.  A Return Authorization must be obtained BEFORE returning any items.

Repair Policy

We will repair any design purchased through SuzannaDai.com.  Items purchased through other retailers must be returned for repair to the store where the item was purchased.  Please email [email protected] for specific instructions.  Include your name, telephone number, order id number, and a brief description of the problem in your email.  We will respond with instructions on how to proceed.


If your item has been purchased within the last year, and the damage is not due to mishandling on your part, there will be no charge for the repair.  If your purchase is older than one year, or if the damage is due to your mishandling of the item, you will be responsible for repair fees (which are contingent upon material availability and nature of repair) and shipping charges.  Please include your original receipt as proof of the date of purchase.  If you do not have your original receipt, you will be charged for the repairs.  Please allow 2-4 weeks for the item to be repaired and returned to you.  Your piece will be sent back to you via UPS Ground unless otherwise specified.

Due to the nature of our products, we may not be able to order certain components needed to repair older items.

Privacy Policy

Suzanna Dai shares your concerns about the protection of your personal information online.  This Privacy Policy describes our practices regarding the collection and use of information through our website, located at www.suzannadai.com

By using or purchasing any product through this site, you agree to the collection and use of information as set forth in this Policy.  If you do not agree to this Policy, please do not use the site.  We may update this Policy at our discretion and the most recent version shall be posted on this page immediately.  We will not sell, share or trade any information you supply to us with a third party.  Any information we collect is used to provide you with a better shopping experience and to facilitate us in fulfillment operations.  From time to time, we may send sale information, product updates, etc. via US mail and/or electronically via email.  If you would prefer not to receive these promotional items, you may opt out via an online form or by contacting us at [email protected] with "REMOVE" as the subject header.

Suzanna Dai uses non-personally identifiable information, such as your IP address and the pages that you visit on our site, to help diagnose problems with our site and servers, to administer our site, and to improve site-related services and features.  Your IP address and other non-personally identifiable information also may be used to gather broad demographic information and to recognize customer traffic patterns and site usage trends.  This information aids us in improving the site navigation, design and features.  We also use "cookies" to collect product and purchase information from the pages you access or visit.  This information may be combined with other identifiable personal information.  Cookies are bits of information that are automatically stored on your computer.  Cookies do not contain any personally identifiable information such as your name, address or any financial information.

Security Policy

All order information sent to SuzannaDai.com is encrypted.  We protect your online transactions by using Secure Sockets Layer (SSL) technology.  With SSL implemented on both your computer and our server, information sent via the Internet can be trusted to arrive privately and unaltered.  However, in order for SSL security to work, you must use an SSL enabled browser.  Most browsers (Internet Explorer, Safari, Opera, etc.), version 3.x and later, support SSL.

Intellectual Property Rights

Suzanna Dai, Inc is the owner of all intellectual property rights on our site and the material published on it.  These works are protected by copyright laws, and treaties around the world.  All such rights are reserved.

You must not use any part of the materials on our site for commercial purposes without obtaining a separate license to do so from us.  These terms do not grant that license.

All rights reserved.

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