Cancellations and Modifications to an Order:

To cancel or edit an order that was placed over the web, via phone, fax or email, you must let us know within 24 hours of placing the order. Any time
after this we cannot guarantee a successful cancelation or change of an order. If the order has already shipped, we cannot make any cancelations. Items may be shipped back, but shipping costs will not be refunded.

How to Request a Return or Exchange:

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 within 3-5 business days with instructions on processing your return. In order to return or exchange any item, all claims must be made within 5 days of receipt and shipping is not reimbursed. 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. (I.E. Donate).

Damages and Defective Items:

In order to report or 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, account name, and the style number(s) of the item(s). Please also include a photo of the item and a description of the damage. You will receive an email response within 3-5 business days with instructions on our process of handling damaged items.

For retail customers who bought the product from a store, you must go through the store it was purchased from for any kind of return, exchange, or damage replacement request. It is the stores responsibility to replace any damaged or defective items depending on the particular stores return policy. We do not have any control over what the store will and will not do.