Frequently Asked Questions
Overview
Susan Dunn (“we” and “us”) is the operator of (https://www.susandunn.com/) (“Website”). By placing an order through this Website, you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
PURCHASE GUIDE
How do I order on www.susandunn.com?
All creations accompanied by an “ADD TO CART” button can be purchased online.
You may also complete your purchase by calling our Client Relations Center at 800.772.2772 ext. 1.
To request a quote for large orders or international orders, email us at concierge@susandunn.com or call us at 800.772.2772 ext. 1.
How can I modify or cancel my order?
Prior to shipment, our personal advisors will be delighted to assist with any update of your order by email (concierge@susandunn.com) or by telephone (800.772.2772 ext. 1).
Custom order production commences within 7 days of receipt of order and any cancellation must be received within that 7-day period. After that period, all custom orders are non-cancellable, and deposits are non-refundable.
If an order has already been dispatched, there are no credits or refunds.
Please refer to our refund policy for further details.
How can I change the delivery address?
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
What if I order something and it is out-of-stock?
We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy, and we will not be able to fulfill all your items at time of purchase. In this instance, we will provide the products available to you and contact you about whether you would prefer to await restocking of the back-ordered item, or if you would prefer for us to process a refund.
Duties & taxes
Sales Tax:
Sales tax will be applied to the price of the goods as displayed on the website in taxable locations.
Import Duties & Taxes:
Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and Susan Dunn encourages you to be aware of these potential costs before placing an order with us. If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Susan Dunn at
the customer’s expense, and the customer will receive credit minus a 75% restocking fee for the value of goods paid, and the cost of the return shipping. The cost of the initial shipping will not be refunded.
DELIVERY
What are the delivery options?
- Online orders may be delivered to the USA only.
- You may get an estimated delivery date once your selection is in your basket.
- Orders are shipped via FedEx Ground: 5-9 business days unless a different shipping method is selected at checkout.
What if the delivery time is exceeded?
Most Collection items are custom made and finished per order. If the delivery time differs from the forecasted time, you will be contacted by our Concierge. Feel free to inquire about delivery updates.
Shipping
What are the shipping costs?
Domestic shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.
International orders must be phoned or emailed to us and a freight quote will be provided to you.
What is the lead time for items to be fulfilled?
All Collection Items are subject to processing lead times and vary by category.
How long does it take to receive my order once it is shipped?
Transit Time Domestically:
In general, domestic shipments are in transit for 2 – 7 days after product lead time.
Transit Time Internationally:
Generally, orders shipped internationally are in transit for 4 – 22 days. This varies greatly depending on the courier that is used. All international orders need to be phoned in or emailed to us, so we are able to offer more specific delivery time estimates.
Dispatch Time:
Orders are usually dispatched within 3-5 business days of product lead time. Our warehouse operates on Monday – Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
Can I have my order shipped to a P.O. Box?
Susan Dunn will ship to certain P.O. Box addresses for certain items only if FedEx accepts this address.
Military Address Shipping – We are able to ship to APO/FPO/DPO addresses (military post office boxes)for certain items only using United States Postal Services exclusively. We are unable to offer courier services to these locations.
What if my parcel arrives damaged?
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please photograph the shipment package, do not open and contact our Concierge for the next steps.
- By visiting this page on our website: https://www.susandunn.com/contact.
Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
Process for parcel damaged in-transit:
We will process a replacement as soon as the courier has completed their investigation into the claim.
Process for lost parcel in-transit:
We will process a replacement as soon as the courier has investigated and deemed the parcel lost. In the event the item is not available, a refund will be issued.
What are the exchanges, returns & refund policy?
- All sales are final.
- No returns or exchanges are accepted.
- There are no refunds.
Returns – What is the law?
Consumers have come to expect stores or catalog companies to offer a refund, credit or exchange when they return items. Sellers are not required by law to accept returned items unless they are defective. However, California law requires that retailers who have a policy of not providing a cash refund, credit or exchange when an item is returned with proof of purchase within 7 days of purchase must inform consumers about their refund policies by conspicuously placing a written notice about their policies, in language that consumers can understand, so that it can be easily seen and read.
Some companies may limit exchanges or returns for credit or refunds on all, or some products. Some may not allow exchanges or returns for credit or refunds at all. But whatever the limitation, it must be conspicuously disclosed. Before making a purchase, carefully check the store’s policy. The policy must be displayed either at each entrance to the store, at each cash register and sales counter, on tags attached to each item, or on the company’s order forms, if any. A return policy printed only on a receipt, for example, is not sufficient.
If a store violates this law (California Civil Code section 1723), the purchaser can return an item for a full refund within 30 days of purchase. There are exceptions, however, to the general rule requiring notice. Notices are not required for sale of perishable goods like food or plants; for items marked, “All sales final,” or something similar; for items which are used or damaged; for items customized for the consumer and received as ordered; for items which cannot be resold for health reasons; or for items not returned in their original packaging.
Some stores keep records of consumers who frequently return merchandise and sometimes report that to a central reporting company and may not offer returns or refunds to such customers. The return policy notice must refer to such practice.
Consumers who believe a retailer has violated the law can notify the consumer protection division of their local district attorney’s office or by filing a complaint with the Attorney General’s Office. Compare Products You have no items to compare.
What happens if an item is defective?
Susan Dunn will happily honor any valid defect claims, provided a claim is submitted within 30 days of receipt of items. Customers will be required to pay for the return shipping; however, we will reimburse you once the defect claim has been approved.
Once the item is received, you can expect Susan Dunn to process your warranty claim within 7 days. Once the claim is confirmed, you will receive a replacement item sent to you. If the item is custom, processing time will apply. If the item cannot be replaced or repaired, you will receive the choice of (a) an in-store credit or (b) refund of your original payment.
LIMITED PRODUCT WARRANTY
Five year limited metal finish warranty
- Susan Dunn warrants to the original purchaser or initial homeowner that the finish of all Susan Dunn plumbing, door and accessory products installed and used solely for residential purposes will be free from manufacturing defects in materials and workmanship for a period of five (5) years from the date of purchase of the products, so long as the purchaser continues to own and maintain the residence where the products are initially installed.
- If the finish of the product is Solace Natural Brass, 22K Polished Rose or Yellow Gold, or 22K Matte Rose or Yellow Gold, the foregoing warranty is limited to a period of two (2) years from the date on which the product is purchased.
- Living finishes are warranted for workmanship only. Solace Aged Copper. Aged Verdi, and Aged Iron finishes will vary as each item is hand-finished and unique and warranty claims for appearance and variation are not valid.
- If any material proves to be defective after inspection by our company, it will be repaired or replaced at our discretion at no charge. However, no claims for labor, shipping costs, or consequential damages will be accepted.
What we will do
- We will restore any product whose finish proves to be defective back to its original finish at no charge during the appropriate warranty period stated above.
- Proof of purchase must be provided.
- After the warranty period, Susan Dunn, Inc. will refinish any of its faucets, door hardware and accessories at the prevailing appropriate charge.
What you must do
- The faucets, hardware and accessories must be properly installed according to our instructions and specifications and are for residential use only.
- The faucets, hardware and accessories cannot be altered in any way. You must maintain and clean the faucets, hardware and accessories in accordance with the instructions provided with the product.
- You must use the faucet(s), hardware and accessories for residential use only.
How to obtain service
- Email us at concierge@susandunn.com and provide your name, address, telephone number, and paid sales slip or other proof of purchase, along with a statement describing the nature of the problem.
- We will contact you and take appropriate action.
- Do not send us any part(s) of your faucet(s) or its various connecting hoses, hardware or accessories unless we have contacted you and have sent you an approved return authorization form.
- All transportation charges for returned goods must be paid by the customer.
What is not covered
This warranty does not cover the drain assembly or aerator.
This warranty also does not cover damage caused by accident, alterations, misuse, abuse, normal wear and tear, lime deposits, direct exposure to salty air or corrosive materials, or the color change that takes place with the passage of time, or use in any manner contrary to Susan Dunn, Inc.’s care instructions.
Cartridge warranties vary. Please contact us for details.
In the case of in-the-wall installations, Susan Dunn, Inc. will assume no liability if there is no access.
In no event will we be liable for labor of any kind, incidental or consequential damages.
This warranty is extended in lieu of all other expressed or implied warranties, whether oral or written.
Many installation compounds are harmful to brass and metal finishes. The use of any lead-based or acidic curing adhesive, silicone, mastic, or plumber’s putty on or near our finished products will void the finish warranty. Use only sealants which are neutral curing and are not reactive with metal and brass finishes.
Susan Dunn, Inc. reserves the right to change, modify or alter its products as deemed necessary. This warranty supersedes any other Susan Dunn Inc. warranties, whether oral or written. Unless otherwise contrary to state law governing the purchase, Susan Dunn, Inc.’s liability will not exceed the wholesale price for the Susan Dunn, Inc. product considered defective. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Some states do not allow exclusion of incidental or consequential damages, so the above limitation may not apply to you.
Contact Us
- By visiting this page on our
website: https://www.susandunn.com/contact - Email us at: concierge@susandunn.com
- Phone us at: 800.772.2772 x ext. 1