Shipping & Delivery Policy
We want every order to arrive safely and within a reasonable timeframe, especially when products are purchased for a wedding, party, photoshoot, or other important event.
Please review the following processing and delivery information before placing your order.
Important Summary
- Most in-stock orders are processed within 1–2 business days.
- Most standard shipments take approximately 3–7 business days after dispatch.
- Products shipped from China generally take approximately 7–14 business days after dispatch.
- Personalized and custom products normally require approximately 1–2 weeks for production before shipment.
- Orders of $59 or more qualify for free standard shipping; orders below $59 are charged $9.99.
- All shipping and delivery questions should be emailed to support@susuwedding.com.
Where We Ship
We currently ship to the contiguous 48 United States and the District of Columbia.
At this time, we do not offer standard shipping to:
- Alaska
- Hawaii
- Puerto Rico
- U.S. territories
- APO, FPO, or DPO addresses
Please provide a complete and accurate physical delivery address at checkout.
Standard Order Processing
Most in-stock, non-customized orders are prepared for shipment within 1–2 business days after payment has been successfully received.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
“Business days” means Monday through Friday, excluding applicable public holidays.
Personalized and Custom Order Processing
Personalized, customized, and made-to-order products normally require approximately 1–2 weeks for production.
The production period begins after:
- Payment has been successfully received
- All required customization information has been submitted
- Any necessary details have been confirmed
The 1–2 week production period is an estimate and does not include shipping time.
Production may take longer because of:
- Complex customization requirements
- Large order quantities
- Material availability
- Required customer confirmation or revisions
- Peak-season order volume
- Other special production circumstances
If we expect a custom order to require additional production time, we will contact the customer using the email address provided with the order.
Any delay in receiving required information, confirmation, or a response from the customer will extend the estimated production time.
Shipping time begins only after production has been completed.
Depending on the shipping location, a personalized or custom order may require approximately 2–5 weeks in total from confirmation of all required details to final delivery.
Because production and delivery dates are estimates, we recommend placing personalized or custom orders at least 5 weeks before a wedding or event whenever possible.
Once production or customization has begun, the order cannot be canceled.
Estimated Delivery Times
Delivery time depends on product availability, processing requirements, and the shipping location.
| Order type | Estimated time |
| Most in-stock standard orders | 1–2 business days processing, plus 3–7 business days shipping |
| Products shipped from China | 1–2 business days processing, plus 7–14 business days shipping |
| Personalized or custom products | Approximately 1–2 weeks production, plus 3–7 or 7–14 business days shipping, depending on the shipping location |
Most standard orders are expected to arrive approximately 4–9 business days after the order is placed.
Products shipped from China are generally expected to arrive approximately 8–16 business days after the order is placed, excluding any additional customization or production time.
Personalized or custom orders may require approximately 2–5 weeks in total.
All processing and delivery timeframes are estimates and are not guaranteed delivery dates.
Shipping Locations and Split Shipments
Depending on product type and inventory availability, orders may be shipped from different fulfillment locations.
Some products, limited-stock items, personalized products, or products that are temporarily unavailable at a local fulfillment location may ship directly from China.
If we become aware that an order will require materially longer processing or delivery time than normally expected, we will make reasonable efforts to contact the customer by email.
An order containing multiple products may arrive in more than one package and on different dates. Separate tracking numbers may be provided for each package.
Customers will not be charged additional shipping fees solely because an order is divided into multiple shipments.
Shipping Fees
Orders with an eligible merchandise subtotal of $59 or more qualify for free standard shipping.
Orders with an eligible merchandise subtotal below $59 are charged a $9.99 standard shipping fee.
The free-shipping threshold is calculated before applicable taxes and before coupon discounts, unless a specific promotion states otherwise.
Any available shipping method and applicable shipping fee will be shown at checkout before payment.
Order Tracking
Once an order has shipped, available tracking information will be sent to the email address used to place the order.
If an order is shipped in multiple packages, the customer may receive more than one tracking number.
Tracking information may require 24–48 hours after shipment to begin showing movement.
For products shipped internationally, tracking may temporarily pause while the package is transferred between carriers or processed through customs.
Weddings, Events, and Delivery Dates
Customers are responsible for allowing sufficient time before a wedding, party, photoshoot, or other event.
We recommend placing:
- Standard product orders at least 2 weeks before the event
- Products that may ship from China at least 4 weeks before the event
- Personalized or custom orders at least 5 weeks before the event
Delivery estimates do not constitute a guaranteed arrival date unless a guaranteed delivery service is expressly offered and selected at checkout.
We are not responsible for a missed event date when an order was placed without sufficient processing and delivery time.
If we become aware of a material delay before an order has shipped, we will make reasonable efforts to contact the customer.
If the affected product has not entered preparation, production, or customization, cancellation may be available. Once preparation, production, customization, or shipment has begun, cancellation cannot be guaranteed.
Delivery Delays
Delivery may occasionally be delayed because of:
- Carrier disruptions
- Severe weather
- Traffic or transportation interruptions
- Peak-season shipping volume
- Public holidays
- Customs or security inspections
- Incorrect or incomplete address information
- Other circumstances outside our reasonable control
A reasonable carrier or customs delay is not considered a product defect.
If tracking does not update for an unusual period, please contact support@susuwedding.com so we can review the shipment and, where appropriate, assist with a carrier investigation.
Address Changes and Incorrect Addresses
Customers are responsible for entering a complete and accurate shipping address at checkout.
If an address needs to be changed, contact support@susuwedding.com immediately. We will try to update it, but changes cannot be guaranteed after order processing or shipment has begun.
We are not responsible for delays, failed delivery, loss, or additional costs caused by:
- An incorrect or incomplete address
- A missing apartment, unit, or building number
- Refused delivery
- An unclaimed package
- A package that cannot be delivered because necessary access information was not provided
Any additional reshipping, address-correction, or return-to-sender costs caused by incorrect customer information may be charged to the customer.
Packages Marked as Delivered
If tracking shows that a package has been delivered but it cannot be found, the customer must contact us within 3 calendar days of the delivery scan.
Before contacting us, please:
- Check all entrances, porches, mail areas, and safe locations
- Ask household members, neighbors, building staff, or reception
- Confirm the shipping address entered on the order
- Contact the carrier for additional delivery information
We will assist with an appropriate carrier investigation. A refund or replacement will not be issued automatically before the investigation has been completed.
If the carrier confirms that a package was lost in transit or delivered incorrectly, we will provide an appropriate replacement or refund.
Damaged Packages
Please inspect the shipping package immediately at the time of delivery.
If the package appears crushed, torn, wet, opened, punctured, or otherwise damaged:
- Photograph the unopened package before opening or moving it
- Photograph all sides of the package
- Photograph the shipping label
- Photograph the internal packaging and damaged product
- Keep the product and all packaging materials
- Email the photographs, order number, and description of the damage to support@susuwedding.com within 24 hours of delivery
Please refer to our Returns, Damage Claims & Refund Policy for complete claim requirements and available solutions.
Contact Us
For questions about order processing, custom production, shipping, tracking, delivery, address changes, delays, lost packages, or damaged packages, please contact:
Please include your full name, order number, shipping address, and a description of the issue.
Email is our official customer-support channel for all website orders.