Cancellations, Returns, and Exchanges

For retail customers who bought the product from a store, please contact the store for a return, exchange or damage replacement request. 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.

Cancellations and Modifications to an Order:

We strive to ship all orders as quickly and efficiently as possible. Due to the high traffic of our warehouse, we must know as soon as possible if an order needs to be cancelled or modified. 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.

How to Request a Return or Exchange:

Excludes wholesale customers
To request a return or exchange, email support@joysusan.com and provide your account number, account name, and the style number(s) of the item(s) you would like to exchange or return. You will receive an email response with instructions on processing your return.

AFTER 14 DAYS ALL SALES ARE CONSIDERED FINAL
ALL SALE ITEMS PURCHASED ARE FINAL SALES AND CAN NOT BE RETURNED OR EXCHANGED

All returned products must be unused (not worn, washed, damaged, ticketed or altered) and returned in the same packaging that it was received in. If you do not have the original packaging or the item is altered in any way, you will be charged a 20% restocking fee. You will be responsible for the cost of shipping for the returned merchandise.

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, email support@joysusan.com with your account number, invoice number, and the style number(s) of the item(s). Please also include a photo of the damage with a brief description. You will receive an email response within 3-5 business days with instructions on our process of handling damaged items.