Customer Service FAQ's
When will my product ship?
Products in stock will ship with-in 3-5 business days. Products normally arrive with-in a week after shipping. You will be notified when your product has shipped.
What does “Made to Order” mean and how does it affect my product shipping?
When a product is “made to order” it means we do not carry it in stock and it will be created just for you. Products that are “made to order” normally take 4-6 weeks to create and ship. If you ordered a “made to order” product, we will email you an order confirmation along with a timeline stating when you can expect your product.
Oh no! I accidentally ordered something that is “Made to Order” and I need this gift in 1 week for my mom’s birthday. What do I do?
Sorry about that! You should contact us right away at 216-703-6434 or email us at firstname.lastname@example.org. We’ll either see if the process can be expedited or we will cancel your order.
What if I want to change my order?
We may be able to modify your order within a few hours after your purchase. Call us right away at 216-703-6434 or email us at email@example.com. After that we may not be able to change your order, so you’ll have to go through the return or exchange process.
What is your return policy?
We allow customers to return products within 30 days after purchase. Returns can be dropped off or shipped to the Susie Frazier Showroom at 1305 W. 80th Street, Suite #117 Cleveland OH, 44102. Return shipping is at the customers expense. To be eligible for a return, your item must actually be received by our customer service associates.
What if I want to exchange my product?
Products can be exchanged within 60 days after purchase. The products being exchanged must be of equal value. Products can be dropped off or shipped to the Susie Frazier Showroom at 1305 W. 80th Street, Suite #117 Cleveland OH, 44102. Return shipping is at the customers expense. To be eligible for an exchange, your item must actually be received by our customer service associates.
What if my product is damaged or broken?
Please call us at 216-703-6434 or email us at firstname.lastname@example.org. We will help you exchange or return the item.
How long will it take to return or exchange my product?
Please allow 2-3 weeks from the time you mail your return/exchange for it to be processed. We will email you after we have taken care of the return/exchange. If you’ve requested an exchange, we’ll waive the shipping fee on your new order. If you would like to expedite the exchange process, please return your original item and place a new order for the item you want. (Shipping will not be waved)
I’m interested in one of your custom wall features. How do I find out more information?
We would be happy to send you more information if you email us at email@example.com.
You guys are great! How do I keep up with Susie Frazier and all the cool stuff you do?