Last updated: May 26, 2026
Thank you for shopping with Susan B Strong. Every item is handmade or prepared in small batches, so our refund and return policy is designed to protect both the customer and the handmade nature of the work.
Order issues and damaged items
If your order arrives damaged, incorrect, or missing an item, please contact us within 3 days of delivery. Include your order number, a description of the issue, and clear photos of the item, packaging, and shipping label when possible.
We will review the issue and, when appropriate, offer a replacement, repair, store credit, refund, or another reasonable solution based on the situation and product availability.
Returns for ready-made items
Ready-made, non-custom items may be eligible for return if you contact us within 7 days of delivery and the item is unused, undamaged, and in its original condition.
Customers are responsible for return shipping costs unless the return is due to our mistake or the item arrived damaged. Original shipping charges are not refundable unless required by law or unless the issue was caused by our error.
Please contact us before sending anything back. Returns sent without approval may not be accepted.
Custom and personalized orders
Custom, personalized, made-to-order, or specially requested items are final sale once work has begun or materials have been prepared for your order. This includes custom colors, names, shapes, glitter, charms, gift sets, event favors, and any design made specifically for you.
If there is a problem with a custom order, please contact us. We will review the issue and do our best to find a fair solution, but custom work cannot usually be returned simply because of a change of mind.
Handmade variations
Because each piece is handmade, small variations in color, swirl pattern, glitter placement, bubbles, texture, shape, or finish may occur. These natural handmade differences are not considered defects.
Product colors may also appear slightly different depending on lighting, photography, and screen settings.
Items that cannot be returned
We generally cannot accept returns for custom or personalized items, used or damaged items, items returned without approval, digital items if offered, gift cards if offered, or items that are not in their original condition.
Refunds
Once an approved return is received and inspected, we will let you know whether the refund is approved. Approved refunds are usually returned to the original payment method. Processing time may depend on your bank, card issuer, or payment provider.
Shipping charges, rush fees, custom design fees, and other non-product charges may be non-refundable unless the issue was caused by our error or unless required by law.
Cancellations
If you need to cancel an order, contact us as soon as possible. Ready-made orders may be cancelable before they are packed or shipped. Custom orders may not be cancelable once work has begun or materials have been prepared.
Lost or delayed packages
Once a package has been handed to the shipping carrier, delivery timing is handled by the carrier. If a package is delayed or marked delivered but not received, contact us and the carrier as soon as possible so the issue can be reviewed.
We are not responsible for delays caused by the carrier, incorrect shipping addresses provided by the customer, weather, holidays, customs, or other events outside our control, but we will help where we reasonably can.
How to request help
To request help with an order, contact Susan B Strong through the contact options on this website or by email at susan-b-strong@hotmail.com. Please include your order number, name, email address used at checkout, and photos if the issue involves damage or an incorrect item.