How do I change or modify my order?
Please note that we can help you modify your order before shipment.
It includes changing the size or the color of an item, removing an item, changing your shipping address.
Once your package has been shipped, we will not be able to change anything.
How do I track my orders?
Tracking your order is simple and easy to do. We will send you an email letting you know once your order has shipped.
You can also view all recent and shipped orders by opening the main chat menu and entering your order details in the "order status" section. Simply select the order you would like to view from the order list once your details have been entered.
How long does it take for my order to ship?
When you place an order with SUSTEAS we will have to process the order first. Processing usually takes 1-7 business days for your order. We will send you an email if the processing of your order takes longer than expected. Shipping time will depend on which region you reside in. Shipment normally takes 5-10 business days to arrive.
How do I cancel an order?
There are two types of order cancellations.
1. Canceling an unpaid order.
An unpaid order will be canceled automatically after 24 hours.
2. Canceling a paid order.
To cancel a paid order, you will need to submit a ticket to firstname.lastname@example.org and send all the necessary information.
Here at SUSTEAS, we cannot cancel orders which have been shipped out. In other words, once you receive our shipment notice, the order cannot be canceled. Then please wait for your package to arrive and you may either keep it or contact us to arrange "return for refund".
Why didn't I get an email about my order being shipped?
We will send you an email once your order has shipped. If you did not receive an email, you may have entered your email incorrectly or the email might be in your spam folder. It normally takes 1-7 business days for us to process your order and we will then ship your package out. If you have not received an email about your order being shipped within 7 days of the date you placed your order then please contact customer service:email@example.com.
What should I do if I did not receive a confirmation email?
If you have not received a confirmation email about your order, you may have registered your email incorrectly or the email might be in your spam folder.You may log into your SUSTEAS account and click "My Orders" button to see your orders. You may also mail to firstname.lastname@example.org to find out more information about your order.
Why is my order delivered but some items are missing?
We always do our best to ship your order in 1 package. However this is not always possible.
Since we have several overseas warehouses, we will have to ship it in several separate packages.
If your order has arrived but some items are missing, don't worry as the rest are on their way and will arrive soon!
My order had a damaged or missing part
If you have received an item with missing or defective hardware please email a photo of the item with any relevant information along with your order number to our customer support team.
Please note that missing parts need to be reported within 30 days of receiving the product.
We stand behind our products and are more than happy to work with you to find a resolution.
How long does it take for me to get a refund?
Once your return is received and inspected your refund will be processed. Most returns are processed within 5 business days after we receive your package. We’ll issue the refund to your payment account.