FAQ
Have a question about your order? Chances are it is answered right here. Take a look below, and if you are still stuck, our support team is just an email away.
Customer Support
How quickly will I hear back?
We work through messages in the order they come in and aim to reply within 24 hours on business days.
How do I get in touch?
Email us anytime at info@suinte.com, or fill out our contact form. Including your full name and order number helps us respond faster.
Shipping and Delivery
Where do you ship?
Right now we ship within the United States only, including Alaska, Hawaii, and US territories. We do not ship to PO Boxes, APO or FPO addresses, or international destinations.
Who delivers my package?
We work with USPS, UPS, FedEx, and DHL, chosen based on your delivery location.
How long does processing take?
Orders typically take 1 to 2 business days to process. Our cutoff is 11:00 PM EDT, so anything placed after that starts processing the next business day.
How long does shipping take?
Once processed, expect 3 to 7 business days in transit, depending on where you are located.
What is the total wait time?
Add processing and shipping together and you are looking at roughly 4 to 9 business days from order placement to delivery. You will get the specifics in your confirmation email.
Can I change my delivery address after ordering?
Possibly, but you will need to move fast. Our fulfillment team starts processing within 1 to 2 business days, so email us right away at info@suinte.com with your name and order number. Once your order has been processed or shipped, we cannot guarantee a change.
What if an item I ordered is out of stock?
We will let you know by email. If it cannot be restocked within a reasonable time, you will be refunded automatically, with no action needed on your end.
How do I track my order?
Head to our Order Tracking page and enter your tracking number. Stuck? We are happy to help.
My tracking number is not working. What now?
Give it 24 to 48 hours to activate. Still nothing? Reach out and we will sort it out.
Returns and Refunds
My item arrived damaged. What do I do?
Sorry to hear that. Let us know within 48 hours of delivery. Contact us with your name, order number, and a few photos of the issue, and we will take it from there under our 30-day return policy.
Can I return my order?
A Return Authorization (RA) is required before sending anything back. Here is how it works:
- Reach out first. Email us at info@suinte.com with your name, order number, and the reason for your return.
- We will review and approve. If approved, we will issue an RA along with return instructions.
- Ship it back within 7 days of receiving your RA, to the address on your RA.
- Use tracked shipping. This is required, not optional.
- Send us the tracking number once your package is on its way.
- Pack items securely, ideally using the original packaging.
Note: returns sent without prior authorization, or without traceable shipping information, may not be accepted.
What condition does the item need to be in?
For us to accept a return, your item needs to be unused and in its original condition, returned in its original packaging, and free from heavy wear, damage, or missing pieces, unless the problem originated on our end.
Who pays for return shipping?
Return shipping costs are the customer's responsibility for change-of-mind returns. If the item arrived defective, damaged, or incorrect, we will cover it and arrange a replacement or full refund.
Is there a restocking fee?
No, none at all.
When will I get refunded?
Once we have received and inspected your return, we will email you to confirm it is approved. From there, your refund is processed to your original payment method within 10 business days. Depending on your bank or payment provider, it may take a little longer to appear in your account.
Get in Touch With Us
Email: info@suinte.com
Phone: +1 302 464-6532
Support Hours: Monday to Friday, 9:00 AM to 5:00 PM EDT
Typical response time is within 24 hours on business days.