Shipping policy

Last updated: October 18, 2026

This policy explains where we ship, how long it takes, what you pay and what happens if something goes wrong. We would rather be upfront than have you find out after you order.

Nothing in this policy limits the rights you have under the consumer protection law that applies where you live. Where that law gives you more than this policy does, the law applies.

Key information


Delivery area	Canada
Ships from	International warehouse of our logistics partner
Processing time	1–2 business days
Delivery after dispatch	8–13 business days
Total from purchase	9–15 business days
Shipping cost	CAD $5 per order
Duties and taxes	Included. Nothing to pay on delivery
Tracking	Included with every shipment
Cancellation	As long as your order has not been processed

Where we ship

We deliver to Canada only. We are not able to process orders from other countries at this time.

Your order goes to the address you enter at checkout, so please check it carefully before confirming. An incomplete or incorrect address leads to delays or a returned parcel.

How long it takes

We process your order within 1 to 2 business days. As soon as it is dispatched you receive an email with your tracking number. Average delivery after dispatch is 8 to 13 business days. Business days are Monday to Friday, excluding public holidays.

These are estimates, not guarantees. Delivery can run longer during peak seasons, or because of carrier delays, weather or customs clearance. If we become aware of a significant delay affecting your order, we will let you know.

Where your order ships from

Your order is dispatched from an international warehouse operated by our logistics partner, not from a warehouse in Canada. This is what allows us to keep prices where they are, and it is also why delivery takes longer than it would from a Canadian warehouse. We would rather say so upfront.

Every shipment is tracked.

What you pay

Shipping costs CAD $5 per order, wherever in Canada you are, regardless of the number of pieces. There are no other handling fees. The shipping cost is shown at checkout before you pay.

Replacement shipments under our 12-Month Finish Promise have separate shipping conditions. For an eligible replacement under that promise, you pay only the actual shipping cost, always less than CAD $20 per replacement piece. We confirm the total cost before dispatch and only charge it with your agreement. When several replacement pieces are shipped together, we charge the actual shipping cost once for the parcel, not a separate shipping fee for each piece. Full eligibility conditions, exclusions and shipping limits are explained in our Return & Refund Policy.

This charge does not apply to the free replacements for damaged, incorrect or lost orders described below. Remedies for genuine manufacturing defects remain subject to our Return & Refund Policy and your statutory rights.

The cost of returning a purchase for a change of mind is separate from replacement shipping under the finish promise. Return postage conditions are explained in our Return & Refund Policy.

Any import duties, customs charges and taxes are included in the price shown. The total you see at checkout is the total you pay. There is nothing further to pay on delivery.

All prices are shown and charged in Canadian dollars (CAD).

Cancelling or changing an order

You can cancel your order as long as it has not been processed. Email info@susans-jewelry.com with the subject line CANCEL – [your order number]. Processing takes 1 to 2 business days, so let us know as soon as possible.

You will receive a confirmation of the cancellation, and we refund the full amount to your original payment method within 14 days.

The same applies to changes of address, colour or size. Once your order has been processed we can no longer stop, change or redirect it. If your order is already on its way, you can still return the item after delivery under our Return & Refund Policy.

Tracking your order

You receive a shipping confirmation with your tracking link as soon as your order is dispatched. You can also track it at any time at susans-jewelry.com/apps/parcelpanel.

Tracking often shows no movement for the first few days after dispatch. This is normal for international shipments and does not mean your parcel is lost. If you have received no tracking number within 5 business days of ordering, email us and we will resend it.

Marked as delivered but not received

It happens. Please do this first:

Wait 24 hours, as a parcel is sometimes delivered a day after it is marked.
Check with others at your address, your neighbours and your local post office.
Look around the property, for example the porch, mailbox or a safe place.

If it is still missing after 24 hours, contact us as soon as possible, and within 7 days of the marked delivery date, at info@susans-jewelry.com.

We will open an investigation with the carrier. You do not need to file a claim with the carrier yourself. If the parcel is not found, we send you a replacement at no cost. If a replacement is not possible, or you would rather not have one, we refund the full amount.

Damaged or incorrect item

If your order arrives damaged, or you receive something different from what you ordered, email us with your order number and photos of the item (outside the packaging) so we can resolve it quickly.

We will send you a replacement at no cost, including shipping. If you would rather keep the item, you can have a partial refund or store credit for a future order. If you do not want any of those, or a replacement is not possible, we refund the full amount. As a rule you do not need to send the item back. More details are in our Return & Refund Policy.

If you are unhappy with the quality of an item, see our Return & Refund Policy.