Policies
We ship within Canada via Canada Post and US via DHL. Shipping charges will be generated based on customer location and weight of the product. Item purchased will be processed within 3 business days.
We are not responsible for delayed, lost or stolen packages, some orders may experience customs delays and we have no control over these delays.
Non-Canada Customers: Orders shipped outside Canada will be delivered on a Delivery Duty Unpaid (DDU) basis, and the recipient is responsible for paying all international customs and clearance related duty/tax. SŪQ is not responsible for payment of this duty. Please check with your local customs authority on any customs duties or taxes that are payable by you, regulations and guidelines differ by country.
We hope you are happy with your purchase. If you are not, you have 5 days to return the product for store credit. After five days, all sales are final. All discounted items are final sale - they may not be returned for credit.
Product must returned in suitable condition. Customer is responsible for return shipping cost and shipping charges are not refundable. Please contact us at hello@shopsuq.com for instructions on how to process the return.
We strive to ensure the best quality in our products. If any items are received damaged or defective, please notify us within 5 days of receipt for assistance with returns or exchanges. SŪQ is not responsible if the returned package is lost or the item is damaged in return mail.
Process
Pre-ordering allows you to secure upcoming products before they are officially released and ensure availability. Pre-orders can be placed directly through the product page or by contacting us directly at hello@shopsuq.com
Payment
Payment for pre-ordered items is required at the time of placing the pre-order.
Estimated Delivery Date
Each pre-ordered item will have an estimated delivery time-frame specified on the product page. Please note that delivery dates are subject to change due to unforeseen circumstances. We will communicate any changes promptly.
Order Fulfillment
Pre-ordered items will be fulfilled in the order they were received.
In the event of limited quantities, pre-orders will be fulfilled on a first-come, first-served basis.
We strive to fulfill pre-orders as soon as the products become available. However, unforeseen delays may occur, and we will keep you informed of any changes.
Combined Orders
If you wish to purchase additional items that are currently in stock along with your pre-order, we recommend placing separate orders. Combining in-stock items with pre-ordered items may result in a delay in shipping until all items are available.
Cancellation and Refunds
Pre-orders can be canceled for a full refund within the first 7 business days of placing the order. After the cancellation deadline has passed, refunds may be subject to a restocking fee. Please contact our customer support team to initiate a cancellation or discuss any refund-related inquiries.
Communication and Updates
We will provide regular updates on the status of your pre-order via email or other specified communication channels. If there are any significant changes to the release date or other relevant details, we will notify you promptly.
Availability Guarantee
While we strive to fulfill all pre-orders, in rare cases, circumstances beyond our control may prevent us from doing so. In the event that we cannot fulfill your pre-order due to unforeseen circumstances, we will promptly refund your payment in full.
Requesting a Quote
To receive wholesale pricing and place an order, please contact us through the below form or via email at wholesale@shopsuq.com. Kindly provide the following information in your request:
- Store name, location and website
- Contact person's name and phone number
- List of products and quantities
- Desired delivery date
Once we receive your request, our team will promptly review it and provide you with a detailed quote and payment terms including wholesale pricing, applicable discounts, and any other relevant information.
Minimum Orders
To qualify for wholesale purchases, we require a minimum order quantity of 10 units per item. This ensures that our products can be adequately represented in your store and allows us to maintain the integrity of our small batch production.
To qualify for wholesale purchases, we require a minimum order quantity of 10 units per item. This ensures that our products can be adequately represented in your store and allows us to maintain the integrity of our small batch production.
Shipping & Availability
Due to our small batch production, availability may vary. Shipping costs and arrangements will be discussed during the quoting process. We recommend contacting us promptly to inquire about product availability and estimated delivery times.
We appreciate your understanding of our limited production capacity with consideration to our commitment to Fair Trade values and our commitment to maintaining the exclusivity of our products and brand.
We respect your right to privacy. SŪQ will not share or sell your personal information.