FAQ's

Welcome to our FAQ’s page. We've listened to your feedback and made it easy to find the information you're looking for.
Our FAQ is broken down below into four categories: Ordering, Shipping, Returns and Miscellaneous. First listed are the top questions asked:

TOP QUESTIONS ASKED:

• What are your shipping fees?
• When will my order be shipped? When will it arrive?
• What's the status of my order? How do I track my order?
• Do you offer Gift Certificates?
• Will my credit card be charged immediately?

ORDERING QUESTIONS

• Do you offer Gift Certificates?
• Will my credit card be charged immediately?
• Why did you call or e-mail me to verify my order?
• How do I know that my order has been shipped?
• How do I change or cancel an order?
• What are my payment options?
• Are purchases on this website really tax free?
• Is ordering over the internet secure?

SHIPPING QUESTIONS

• When will my order be shipped? When will it arrive?
• What's the status of my order? How do I track my order?
• What's the difference between "Order Date" and "Ship Date"?
• What are your shipping fees?
• What countries do you ship to? How long does it take to deliver?
• Do you ship to PO boxes or APO/FPO addresses?
• If I send my package as a gift, will the recipient receive the invoice?

RETURN/EXCHANGE QUESTIONS

• What is your return/exchange policy?
• Where do I ship my return/exchange?
• How should I ship my return/exchange?
• When will my credit card be refunded?
• May I return or exchange a Susan Farber product bought from another retailer?

MISCELLANEOUS QUESTIONS:

• Can you tell me when new products or special promotions are announced?
• Where is the nearest store near me?
• Are the products on the website the same as in the stores?
• What is your privacy policy?
• Is my personal and credit card information safe on your website?

SHIPPING

What are your shipping fees?

When will my order be shipped? When will it arrive?
Once you place your order, we will send you an email confirmation regarding the ship date. In most cases, if your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm EST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Please note that in some cases if a bag that you are purchasing is on back order then we will notify you immediately.

What's the status of my order? How do I track my order?
Once you have placed an order, you will receive an email confirmation. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information and a link to a website so that you can track your order.

Do you offer Gift Certificates?
Soon! Gift Certificates will soon be available in any amount. They are sent via e-mail to any individual with a valid e-mail address. The recipient of a Gift Certificate will receive an e-mail with a Gift Certificate code redeemable only on our website. Click here to email us if you are interested in finding out more about our gift certificates.

Will my credit card be charged immediately?
No. Your credit card will not be charged until your order is shipped. You will first receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.

Why did you call or e-mail me to verify my order?
For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.

How do I know that my order has been shipped?
When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online.

How do I change or cancel an order?
To cancel an order you recently completed, simply go to this page, log in and then click "cancel order." If for any reason you would like to change your order, please contact customer service as soon as possible. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

What are my payment options?
We accept Visa, Mastercard and American Express.

Are purchases on this website really tax free?
Yes - we collect sales tax only in states where we have a physical presence. Currently, sales tax only applies to the state of Pennsylvania.

Is ordering over the internet secure?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our e-commerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer and our server, so that only data to and from these sources can be valid.

What's the difference between "Order Date" and "Ship Date"?
On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. When you place an order, you'll see an "Estimated Ship Date" on the order page. If you opted for 2nd Day Shipping, you will receive your package two days after it ships. In some cases this does not necessarily mean two days after you placed the order. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.

What countries do you ship to? How long does it take to deliver?
We currently only ship to anywhere in the United States.

Do you ship to PO boxes or APO/FPO addresses?
For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.

If I send my package as a gift, will the recipient receive the invoice?
Yes. If you would like us to remove the invoice from the package, please request this in the comment section of the order page or send us an e-mail immediately after your order is placed to tell us to remove the invoice.

What is your return/exchange policy? 
RETURN & EXCHANGE POLICY
If you are not satisfied with your purchase, please send the unused item in its original and unworn condition, ALL TICKETS ATTACHED and a copy of your invoice with reason for return within 14 days of receiving your item(s) for a refund. We do not reimburse shipping fees. Items received after 14 days but within 30 days are subject to a 20% restocking fee and merchandise that is found to be worn or damaged may not be refunded. Returns will not be accepted after 30 days.  All sale items are FINAL SALE. No returns, refunds, or exchanges on special orders. All sales on these items are FINAL.

RETURNS
Please follow the directions stated above. Upon receiving your returned item we will send a confirmation email that your credit card has been refunded. The refund can only be issued to the card that was used to purchase, so if you receive a gift, you may exchange your item for one that is of equal or greater value and we will charge you the difference.
EXCHANGES
For an exchange, please email our customer service at info@susanfarbercollections.com to request a new color or style. Then, send back your unworn item. Upon receiving the return, we will charge or credit the difference in price onto your credit card. You will receive an email when your card is credited for a return. As per normal shipping protocol, it takes 3-5 days for us to process exchanges. You will receive an email confirmation when your exchange is shipped.

Please send all returns and exchanges to the following address:
Susan Farber Collections, Inc.
1104 North Canal Street
Pittsburgh, PA 15215

Please include in your package a copy of your original receipt, the service order number you were given by your confirmation email, and a brief note of explanation describing the reason for the return, or, if you would like to exchange your item for a different size or color of the same item, or, for a different item, along with your current home address and telephone number. A customer service representative will contact you within 48 hours.

May I return or exchange a Susan Farber Collections product bought from another retailer?
No, we cannot return or exchange anything brought from another retailer.

What is the Repair policy?
For purchases made within the preceding four months, we repair free of charge. If repair is due to wear and tear we will provide an estimated repair cost upon receipt of bag. For all sample sale purchases, customer must pay for repair costs.

SHIPPING & HANDLING

UNITED STATES
We ship Fedex Ground. We cannot guarantee overnight shipping to US territories beyond the 48 contiguous states. Please allow 3-4 business days for order to be processed. If order needs to be delivered sooner than given time frame, please contact our office either through email at sfcollections@hotmail.com or call 412-781-1266. Additional costs may apply.
Shipping does not reflect holiday delivery schedule. Shipping times may vary due to availability of merchandise. Shipping is not available to post office boxes.

CANADA
Susan Farber Collections, Inc. is not responsible for any foreign customs or duties that may be applied after shipment. Please check with your local customs agent before ordering from susanfarbercollections.com. If you decide to refuse any shipments from susanfarbercollections.com, you are responsible for the original shipping charges to you, Any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package. This amount will be subtracted from your merchandise refund.
Shipping does not reflect holiday delivery schedule. Shipping times may vary due to availability of merchandise. Shipping is not available to post office boxes.

Where do I ship my return/exchange?
Returns and exchanges must be mailed to the address on our return form. You must use our return form to properly process your return/exchange. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.

How should I ship my return/exchange?
Pack and seal your box securely, in the original package if possible. To be properly processed, you return/exchange must include a completed return form. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box. You should ship your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.

When will my credit card be refunded?
Once your package has been received, your refund or exchange will be processed within 3-5 business days. If there is a refund due, a credit will be issued in the original form of payment.
The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

Can you tell me when new products or special promotions are announced?
Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements. Click here to get started.

Where is the nearest store near me?
Searching for a store near you that sells our products is easy, just go to the store tab on our menu bar, or go to this page.

Are the products on the website the same as in the stores?
Yes. Although our website may have a greater selection than a store in your area, the products are the same. To find a store in your area, go to this page.

PRIVACY POLICY
Susan Farber Collections, Inc. is the sole owner of the information collected on this site. This information will under no circumstances be distributed. Susan Farber Collections, Inc. collects customer information only to improve your overall shopping experience. We respect your privacy and are fully committed to maintaining and using the information responsibly.

LEGAL NOTICES
This site, any portion of this site, or the products it sells may not be reproduced, duplicated, copied, sold, resold, or otherwise exploited for any commercial purpose that is not expressly permitted by Susan Farber Collections, Inc.

THIRD PARTY LINKS
From time to time, this Web Site may contain links to Web sites that are not owned, operated or controlled by us or our affiliates. All such links are provided solely as a convenience to you. If you use these links, you will leave this Web Site. Neither we, nor any of our affiliates are responsible for any content, materials or other information located on or accessible from any other Web site. Neither we, nor any of our affiliates endorse, guarantee, or make any representations or warranties regarding any other Web site, or any content, materials or other information located or accessible from such Web sites, or the results that you may obtain from using such Web sites. If you decide to access any other Web site linked to or from this Web Site, you do so entirely at your own risk.

Is my personal and credit card information safe on your website?
Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.