SHIPPING AND FAQS
***Frequently Asked Questions*** If your question is not answered here, please send a message from the contact us page and we will answer it as soon as possible!
What does shipping cost?
- US Shipping is FREE
When will my order arrive after placing my order?
- Standard shipping arrives in 2-5 business days for orders in the US
What shipping service do you use and will it come to my mail box?
- We typically use USPS first class or priority mail.
- Usually this will fit easily in your mailbox or PO box.
How can I track my shipment?
- We will email you the tracking number for each shipment once it ships (usually 1-2 business days after ordering). You can also check the status of your order by logging in and clicking your name at the top of osusannahs.com.
Do you ship orders outside the United States and how long would it take?
- Yes. We will ship it as soon as we can (usually 1-2 business days) and ship based on the automatically calculated rates at checkout.
Can pillow cases be made in colors other than white?
- No. Pillow case designs are only made on white pillow cases.
What are the pillow case dimensions?
- Standard/Queen size: 20 in. x 30 in.
- King size: 20 in. x 40 in.
- Toddler Size: 14x20.5 inches
- Throw Pillow Cover: 18x18 inches
- All sizes are the dimensions of the pillowcase lying flat and can vary up to 1 inch.
Can pillow cases be made in custom sizes, including euro shams?
- No. The only sizes available are standard and king size.
Can My Side/ Your Side pillows be made in King Size?
- No. Every other design can, but not the My Side/ Your Side pillow cases.
Can pillow case designs be made in colors other than black?
- Sometimes. Puzzle Piece, Thought Bubble, Better Together, and My Side/ Your Side are ONLY available in black. Please send a message if you are interested in a different set being made in a new color.
Can an item be sent directly to a gift recipient?
- Absolutely! I'll gladly gift wrap your item, include a gift note,and leave the price off of the invoice. Leave the correct shipping address when checking out, and leave gift note instructions in Notes to Seller at the time of checkout.
What is the material used in the pillowcases?
- The material used in the pillowcases are 120gsm 100% polyester microfiber that is woven in China.
What is the proper way of washing the pillowcases?
- Wash warm it the washing machine, tumble dry low and cool iron. Non chlorine bleach only.
Will it fade? How many washes will it last?
- No, it will not fade. The process we use dyes the color into the fibers and will never wash out, fade or crack. It will last the life of the pillowcase which can be over 100 washings.
Will the product match the image?
- We make sure the same template is used for each pillow case set, but each item is handmade when ordered, so slight variations may occur. We work very hard to make sure every item is perfect and we would be happy receiving it. That being said, variations could occur and include printing lines, small bubbles, tiny spots, placement dimensions, or slight image
Do you offer gift wrapping or a custom note?
- Our pillowcases and mugs come in beautiful gift ready boxes. In fact our pillowcase boxes are so colorful and fun that most people do not want it wrapped. We also provide a ready to use greeting card, but right now we do not offer a custom note for website orders (unless you email Susannah and say pretty please. Then she may write a note for you.)
Do you sell your items wholesale? Can I become a distributor?
- Yes! I can give you information on quantities and discounts in a personal message if you are interested in joining the other boutique stores who choose to carry our products. Please note that this is for brick and mortar stores only.
Can I do a custom designed picture?
- Sorry, we don't do custom work for quantities below 20 pcs.
RETURN & REFUND
- We want you to be completely satisfied with your order. If something went wrong with your order (e.g. a wrong item was shipped, or there was a defect) we will cover the replacement or refund at 100% . You don't have to worry; we gotcha covered!
Sometimes, things change and you need to return an item that you don't want anymore. Let's say, you ordered our Engaged Mug Set (https://www.ohsusannah.com/products/oh-susannah-engagement-coffee-mug-set-does-this-ring-make-me-look-engaged-and-i-put-a-ring-on-it-2-11oz-mugs-in-white-gift-boxes-set) and she said no. First of all, we're so sorry about that. Don't worry, there are plenty of fish in the sea! At least you don't have to worry about your return! We give you 30 calendar days to return an item from the date you received it to process the return. We just request that it be unused and in the same condition that you received it.
- Process your return here
- Once we receive your item, we will process the refund to the same payment method you used to buy the item. You will receive the credit within a few days, depending on your card issuer's policies.
- We will cover shipping to and from for errors we make. We may ask you to cover the shipping back to us if the return is related to something other than a product issue or Oh, Susannah mistake. Contact Us If you have any questions on how to return your item to us.