FAQ



It is our priority to provide you with great customer service and a great experience with our site and product. Below are some of the most common inquiries we receive, but please feel free to contact us with any questions you may have. We are always happy to help.


Susan Connor New York
info@susanconnorny.com | 646-847-5690
@susanconnor_ny

 


All Accounts: Ordering, Returns & Shipping


RETURN POLICY

Because our items are made-to-order, we do not accept returns. For textile wares, we encourage you to take advantage of our Swatching Service prior to making a purchase. If you believe your item to be defective or damaged, please contact us upon receipt so that we may be of assistance.

PAYMENT AND SALES TAX

We accept Visa, Mastercard, Discover, American Express, and PayPal. Sales tax of 8.875% is applied on orders shipped to New York State. As is required in New York, sales tax calculates purchase value as well as shipping costs.


SHIPPING RATES

We ship using flat rates dependent on order total.
Domestic: $7.95-$12.95
Canada: $15.00 (USD)


SHIPPING / DOMESTIC ORDERS

Finished items are made to order and ship within 4 to 6 business days of receipt via FedEx Ground or USPS Mail, with tracking and delivery confirmation. Fabric is shipped directly from our printer via U.P.S. with adult signature required. Tracking information will arrive via email once your order has shipped. Transit time is dependent on your distance from our production facility and studio. Susan Connor NY cannot be held responsible for missing or lost items if the item has been carrier-confirmed as delivered to the correct address. Swatches are shipped via First-Class mail, untracked.


INTERNATIONAL ORDERS

We accept international orders on request. If you are an international customer, please email us so we may provide a shipping quote for the items you'd like to order. International orders are subject to import taxes, customs duties and fees levied by the destination country. Customs clearance procedures may cause delays in delivery. Susan Connor New York is not responsible for these costs and/or delays.


TRACKING YOUR ORDER

Once your order has shipped, we will send you a tracking link via email. Customers who have registered with our site can simply log in and click on an order number to obtain instant tracking details.


PACKAGING

Orders placed on our website for finished goods are carefully packed in our Brooklyn studio, while yardage ships directly to you from our printer. All textile orders ship in polybag mailer pouches, and fabric ships on the roll in a poly sleeve . We've determined this is the best way of protecting our textiles, and the most economical way to ship our goods. 

PRODUCT QUALITY

We spend a great deal of time perfecting our items, and making sure they meet our quality standards. All items that leave our premises are inspected prior to shipment to ensure we are sending a high quality product your way. As with any natural material, slight imperfections (occasional nubs or slight print coverage irregularity) might be visible if you look very, very closely at your cloth. We consider this a part of the beauty of using natural grounds, and it's considered standard and expected when working in linen, specifically.

 


Trade Program Members


TRADE PROGRAM MEMBERSHIP

We invite qualified design professionals to enjoy the benefits of our trade program. Members enjoy special discounts on fabric, finished goods and swatches, along with dedicated account service.  Learn more here.


FABRIC SPECS + INFO

Our fabric by the yard is printed in the U.S.A. on 100% Belgian linen. Fabrics are shipped on the roll via U.P.S. with adult signature required, and we are happy to ship directly to your workroom if desired (please make sure to add a sidemark). Our fabrics are printed to order, and we do not accept returns on yardage, so we recommend sampling with a swatch prior to purchase. Larger memos and strikeoffs can be made available upon request. At this time, our fabrics are not fire-resistant treated for commercial use at this time, although we can recommend coating options if desired. 

 


Wholesale Accounts


We do accept wholesale inquiries and are open to working with retail stockists on a select basis. Contact us to get started.

 


Brand Collaboration


We are open to working with other artists and brands in partnership. Susan has been a designer for 10+ years and has extensive professional experience collaborating with both independent and corporate clients. Please contact us with any inquiries.

 


Security and Privacy


SITE SECURITY

Credit card and order data is encrypted and secure. Our website is Level 1 PCI Compliant and uses 128 bit SSL certificates to keep order details secure. All PayPal payments are processed on PayPal's site directly.


PRIVACY POLICY

Your information will not be sold nor shared with third parties. Provided information will only be used for transaction and shipping purposes. We do not store credit card information. We employ Secure Sockets Layer (SSL) technology that safely encrypts all of your private information when placing an order and guarantees it is sent securely into our systems to be processed.