FAQs
PAYMENT
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express) and PayPal. All payments are processed securely to protect your personal information.
Is my payment information safe?
Absolutely. All payments are encrypted and processed through PCI-compliant gateways. Your sensitive data is never stored on our servers.
Can I pay with multiple payment methods for one order?
Currently, we only accept one payment method per order.
Why was my payment declined?
Payments can be declined for various reasons, including incorrect billing information, insufficient funds, or bank restrictions. Please check with your bank or try another payment method.
RETURNS
What is your return policy?
We offer a 30-day return policy for most auto parts. Items must be unused, in original packaging, and in resalable condition.
How do I return an item?
Contact our support team at support@susucar.com
How long does it take to get a refund?
Once we receive your returned item, refunds are typically processed within 5–7 business days. The refund will be issued to your original payment method.
Can I exchange an item instead of returning it?
Yes! If you need a different size, model, or part, contact our support team. We will guide you through the exchange process.
Are there any items that cannot be returned?
Custom or special-order parts, and items damaged by installation, are not eligible for return.
SHIPPING
How long does order processing take?
Orders are processed within 1-2 business days (excluding weekends/holidays).
When will my order ship?
After processing, shipments depart within 3-5 business days via USPS, UPS, or FedEx.
Do you charge sales tax?
No. We do not collect sales tax on any orders.
Can I get expedited shipping?
Yes! Select "Express Shipping" at checkout for delivery within 2-3 business days (additional fee applies).
Do you ship internationally?
Currently, we only ship within the continental United States.
How do I track my order?
A tracking number will be emailed once your order ships.
What are the shipping costs?
Delivery is free for all items displayed in our website.
Why can't I use my address when ordering?
We regret that we are unable to deliver to the following addresses: - United States: Alaska/Hawaii, APO/FPO, US Protectorates(exclude order less than 450g） - PO Box
What if my order arrives damaged?
If your parts arrive damaged, contact us within 48 hours with photos. We will provide a replacement or refund.
Warranty
What is your product warranty period?
All products have a 1-year limited warranty from the date of purchase
How do I claim warranty service?
Contact our support team within the warranty period and provide:
• Proof of purchase (order number/invoice)
• A clear video showing the product defect.
How can I get assistance if I need it?
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What does the warranty cover?
The warranty covers manufacturing defects and functional failures under normal use. It does not cover damage from misuse, improper installation, or accidents.
Can I return a product without a video?
A video is required to verify the defect and expedite your claim.
Why do I need to submit a video?
Videos help us quickly diagnose technical issues and ensure fair resolution. Without a video, claims may be delayed or denied.
How do I send the video?
share the link via email:susucarllc01@outlook.com, or attach it directly if under 25MB.
How long does a warranty claim take?
Most claims are resolved within 14-21 business days after video verification.
Who pays for return shipping?
Customers cover return shipping unless the defect is confirmed to be our responsibility.
Will I get a replacement or refund?
We prioritize replacements. If unavailable, a full refund or store credit will be issued.
