Cancellations & Returns

We are only able to process returns and damages directly purchased from joysusan.com.
We cannot process Joy Susan merchandise purchased from retail stores and other online retailers. Please contact the retailer directly for all requests. It is the store’s responsibility to replace any damaged or defective items depending on the particular store’s return policy. We do not have any control or record of individual stores return policies. 

2021 HOLIDAY RETURNS/EXCHANGES POLICY:

*Retail purchases only

Purchases made between December 1st, 2021 and December 31st, 2021, may be returned through 1/31/2021.

  • Items received as gifts may be returned for merchandise credit at equal value of the item originally purchased. This credit can be applied to a new order placed on our website. We will provide a specific coupon code to be used at checkout.
  • The coupon code will be valid for 30 days and can only be used for items in stock.
  • Customers are responsible for the return shipping cost of the original item. We will honor free shipping on your new order.

Please note that our standard policy will apply to all items that were not purchased directly on www.joysusan.com. If an item was purchased from a store, returns and exchanges must be made through that store.

CANCELATIONS AND CHANGES TO YOUR EXISTING ORDER:

If a change or cancellation needs to be made, please call the office immediately at 1-800-365-4569 to speak with a customer service representative. After an order has been processed we cannot guarantee a successful cancellation or change of an order. An order that has shipped cannot be cancelled or modified. Items may be returned in respect to our return policy, but shipping costs will not be refunded.

RETAIL CUSTOMER RETURNS:

After 14 days, all sales are considered final.

All sale items purchased are final and cannot be returned.

To request a return, please complete the form below and you will receive an email response with instructions on processing your return in 3-5 business days.

All returned products must be unused and returned in the same packaging that it was received in. You will be responsible for return shipping.

WHOLESALE PURCHASES ARE NON-RETURNABLE

Unauthorized returns will not be refunded or credited to your account, and we may handle or dispose of these products as we see fit (e.g., donate).

DAMAGED OR DEFECTIVE ITEMS:

To request a credit or replacement for an item, all claims must be made within 5 days of receipt.

For items that are shipped damaged, please complete the form below including as much information as possible. You will receive an email response within 3-5 business days with further instructions.

*Please note we do not issue return labels/call tags*

RETURN ADDRESS:

Joy Susan, INC.

ATTN: RETURNS

1 Hartford Sq.

New Britain, CT 06052

RETURN REQUEST FORM

Return Request Form
Address
City
State/Province
Zip/Postal
Please type in item number, then qty., hit enter to go to next line and enter next item number.
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