Frequently Asked Questions (FAQ)
Last updated: May 28, 2026
Return and Refund
1. How long do I have to return a product? You have a 30-day return window starting from the date of delivery.
2. Is there a restocking fee for returns? No, there is no restocking fee for returns.
3. How long does it take to receive a refund? Once we receive and inspect your returned item, we process refunds within 7 business days. Your bank or card provider may require additional time to post the refund.
4. Who pays for return shipping costs? Defective or incorrect items: we cover the return shipping costs. Voluntary returns or exchanges: the customer is responsible for return shipping costs.
5. What do I do if I receive a damaged item? Please contact us at info@garyandsusan.com immediately and include clear photos of the damage so we can resolve this for you quickly.
6. How do I return an item? Contact us at info@garyandsusan.com with your order number and reason for return. We'll review your request and email you the return authorization and shipping address. Please do not ship anything back before receiving confirmation from us, as unauthorized returns cannot be processed.
7. What about returns during delivery delays? If your delivery is delayed due to circumstances outside our control, we will reach out with an adjusted return window. You will always be kept informed.
Shipping
1. Where do you ship to? We currently ship to addresses across the United States only.
2. How much does shipping cost? Free shipping on every order — no minimum required.
3. Where do orders ship from? Orders are dispatched from our fulfillment partner in Shenzhen, China. All packages clear US customs as part of the standard delivery process, and no customs fees or duties are charged to you at delivery.
4. How quickly are orders processed? Processing typically takes 1–2 business days (Monday–Friday). Orders placed after 7:00 PM EST will be processed the next business day. During busy periods, processing may take slightly longer — we will keep you informed.
5. How long does delivery take? Once dispatched, estimated delivery is 5–7 business days (Monday–Friday). Total delivery time from order date is typically 6–9 business days, depending on your location.
6. Can I track my order? Yes. Once your order ships, you will receive a confirmation email with your tracking number. You can also track your order on our Track My Order page.
7. My order hasn't arrived yet — what should I do? First, check the tracking link in your shipping confirmation email. If 9 business days have passed since you placed the order and there's still no update, please contact us at info@garyandsusan.com with your order number and we'll investigate immediately.
8. Can I cancel my order? You may cancel within 2 hours of placing your order, as long as it hasn't already entered processing. After that, orders cannot be cancelled — but you can still return the item once it arrives, in line with our Return & Refund Policy.
Payment
1. What payment methods do you accept? We accept Visa, Mastercard, Maestro, American Express, Shop Pay, Apple Pay, Google Pay, and PayPal.
2. Is my payment information secure? Yes. All transactions are processed through PCI-DSS compliant payment providers and protected with industry-standard SSL encryption. We do not store your full card details on our servers.
3. What currency are prices shown in? All prices are in US Dollars (USD).
4. Will I get a receipt after payment? Yes, you will receive an email confirmation once your payment is processed. If you need a formal invoice, just contact us and we will send one over.
5. What will the charge show as on my bank statement? Depending on your payment provider, the charge may appear as "PRODUCTS BY NIEK" or "GARY & SUSAN". If you see either of these and don't recognize it — that's us. Please contact us before disputing the charge so we can help.
Contact Information
Store Name: Gary & Susan
Company Name:
Products By Niek
Company Number:
84596074
Warehouse Address: 2F, Building C, Dingfeng Science and Technology Park Qiaotang Road, Fuhai Street, Bao'an District Shenzhen, Guangdong 518100 China
Company Address: Vierlingh 6, 5821 CT, Vierlingsbeek, Netherlands
Email: info@garyandsusan.com
Contact form: Click here
Customer Service Hours:
Monday – Saturday: 9:00 AM – 6:00 PM EST
Sunday & Public Holidays: Closed
