FAQ
At surosen, we carry tools & gadgets, toys & children’s gifts, car accessories, beauty & health goods, electronic accessories, pet supplies, and home & kitchen essentials. Check out our FAQ for quick answers!
General Questions
How do I check my order status?
After placing your order, we will send a confirmation email where you can track your order.
Can I modify my order?
Order changes are only allowed before shipping processing starts. If your order status shows "preparing for shipping", "shipping" or "delivered", we cannot make any edits.
Payment
What payment options are available?
We support two secure payment methods: ● PayPal: Our main payment processor. Supports MasterCard, VISA, American Express, Discover. ● Direct Credit Card Payment: Accepts Visa, Master card, American express and Discover.
What currency will I be charged in?
All orders are charged in USD. If your card uses another currency, your bank will convert the amount using its own exchange rate.
Do you support installment payments?
Yes, we offer 3-time installment payment.
Shipping
What countries do you ship to?
We ship globally to Asia, North & Central America, Europe and Oceania. PayPal and credit card payments are available.
How long will it take to ship out my items?
Orders normally take 3–7 days for processing. Delivery lead time depends on the shipping method you select.
How to track my parcel?
We will send a confirmation email after checkout for you to track your package.
What happens if I am not at home for delivery?
Depends on your location and shipping method. The courier may re-deliver the next day or contact you to reschedule. You might need to pick up your package at your local post office if delivery fails.
Returns & Exchanges
Can I return products?
Returns are permitted when meeting all rules below:
- Item bought from surosen online store
- Item unused
- Return request submitted within 14 days after delivery Contact customer service to start a return request.
Can I exchange products?
Exchanges are available under the same rules as returns. Please tell our support team you want an exchange when submitting your return request.
Is return shipping free?
Reach customer service to get your return address. Pack the item in original packaging and include your purchase proof. Return shipping is free only for certain scenarios. If the return is not caused by our store’s error, return shipping fees will be subtracted from your refund.
How long for return processing?
We will confirm your return within 14 days after we receive your package at our warehouse. Once approved, your refund, exchange or store credit will be processed within another 14 days.
Still have questions? Email our support team: [email protected]