FAQs
Welcome to the Susinum Help Center. Here you can find answers to common questions about ordering, payments, shipping, product support, and after-sales assistance.
If you need additional help, our customer care team is always available at support@susinum.com. For faster assistance, please include your Order Number and the email address used during checkout.
Shopping & Checkout Questions
How can I use a promotional discount code?
Discount codes can be entered during checkout before completing your purchase.
On mobile devices:
- Tap “Show order summary”
- Enter your discount code in the available field
- Confirm that the discount has been successfully applied before payment
On desktop devices:
- Enter your code in the discount field located during checkout
- Verify the updated order total before placing your order
What payment methods does Susinum accept?
We support secure payments through trusted payment providers, including:
- PayPal
- Apple Pay
- Google Pay
- Visa
- MasterCard
- American Express
- Other major credit and debit cards
All transactions are processed through secure payment systems designed to protect customer information.
Orders & Account Assistance
Can I change my order after placing it?
If you need to update your order information, please contact us as soon as possible.
For order changes, please provide:
- Order Number
- Checkout email address
- Requested modification details
Changes can only be processed before your order enters fulfillment. Once preparation or shipment has started, adjustments may no longer be possible.
Can I cancel my order?
Cancellation requests must be submitted before your order enters the fulfillment process.
If the order has already been processed, packed, or shipped, cancellation may not be available.
Approved cancellations may be subject to applicable processing costs.
Can I update my shipping address?
Shipping address changes are time-sensitive.
Please email:
Subject line:
“Urgent: Address Update Request”
Include:
- Order Number
- Original shipping information
- Corrected address details
Once a package has been transferred to the carrier, address modifications may need to be handled directly with the delivery provider.
Delivery & Tracking Support
Does Susinum ship internationally?
Yes. We provide international delivery services and work with multiple fulfillment and logistics partners to deliver orders efficiently.
Orders may be shipped from different fulfillment locations depending on product availability and destination.
How long does delivery take?
After order processing and shipment confirmation, estimated delivery usually takes:
10–20 business days
Delivery times may vary depending on destination country, customs procedures, carrier operations, and seasonal shipping conditions.
Why has my tracking information not updated?
Tracking updates may experience short delays while packages move between:
- Processing centers
- International transit hubs
- Local delivery facilities
If your tracking has shown no movement for more than 7 consecutive days, please contact our support team with your Order Number so we can assist.
Product Quality & After-Sales Support
What should I do if my order arrives damaged?
If your package arrives damaged, please contact us within 7 days of delivery.
Please provide:
- Order Number
- Description of the issue
- Photos or videos showing the damage
- Image of the shipping label if available
Our team will review your request and provide an appropriate solution.
What if I receive the wrong item or something is missing?
If your order contains an incorrect or missing item, please contact us with:
- Order Number
- Received product information
- Photos of the package contents
We will review the issue and work toward a quick resolution.
Email & Customer Communication
I did not receive my order confirmation email. What should I do?
Please check your:
- Spam folder
- Promotions folder
- Junk mail folder
If you still cannot locate the email, contact:
Please include the email address used during checkout so we can assist.
When will I receive shipping updates?
Shipping notifications are generally sent within 1–2 business days after order processing is completed.
If you have not received an update, please check your email folders before contacting customer support.
Contact Susinum Support
For questions about orders, products, shipping, or customer service, please contact:
Email: support@susinum.com
Phone: +1 516-220-8816
Service Hours:
Monday – Friday
9:00 AM – 6:00 PM (EST)
Operating Entity: Rwoeca kabnec wezty INC
Registered Address: 1348 Emerson St Denver CO 80218 US