FAQs

WHAT ARE MY PAYMENT OPTIONS?

We accept Visa, MasterCard, American Express, and Discover cards. Payment is only debited once your order has been shipped.

Amazon Pay and PayPal are both supported options at checkout. You will be redirected at checkout, and once the transaction is complete, you will then return to etcbysu.com

WHAT IF MY ITEM IS FAULTY?

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within 3 months of purchase. After 3 months from your order date, items are not considered faulty and are as a result of normal wear and tear.

If your item is faulty upon receipt, you may return it for a refund by logging into etcbysu.com. Please contact Customer Service directly to create a return for any International orders.

All applicable duties (customs tariffs) and taxes (VAT) will be calculated and displayed during checkout.

You will have the option to pay duties & taxes up-front during checkout (DDP) or once you receive your delivery (DDU).

Duty & Tax amounts calculated and paid during checkout are guaranteed. There will be no additional charges upon delivery.

Depending on the destination country and shipping method chosen, international orders can take between 4 to 14 days to deliver.

Exact delivery times will be calculated and displayed during checkout.

We are happy to accept international returns.

Returns must be requested within 21 days of your order date.

Please contact us to request a return.

Items must be unused and in their original condition with all tags attached.

Items marked “Final Sale” cannot be returned.

PROCESSING TIMES

Orders are processed pending item availability and payment approval. During high volume periods, product availability may be subject to change while your order is being processed.

Most orders placed Monday through Friday will be processed and shipped within 1-2 business days.

Orders placed on Friday or over the weekend will start processing on Monday and ship within 1-2 business days.

Certain products may have longer processing times. These will be noted on the product and cart pages.

PRE-ORDERS

Items available for pre-order will be indicated on the product page with the anticipated ship date. Please note, once your order is placed, the full payment will be captured up front. If you wish to cancel your order before the ship date, you may do so by contacting Customer Service.

If orders contain items for pre-order and items ready to ship, please note that your items will be shipped together and we are unable to ship items separately that are included in the same order.

ORDER TRACKING

Once your order has been shipped, you will receive an e-mail notification containing the shipment tracking information.

Your order may arrive in several shipments. You will receive a separate e-mail notification for each shipment.

TAXES

To the extent that we are required by law to charge and collect taxes on products that we sell, such taxes are charged based on the tax laws applicable to the location to which the order is being shipped or delivered. At checkout, all appropriate taxes will be added to the order total. The tax amount displayed during checkout is an estimate of the tax applicable to your order. This amount may vary slightly from the actual amount of tax payable in connection with your order due to different tax rates which apply as a result of the origin and destination of the item(s) being purchased, as well as other factors.

If your order is cancelled, all charges will be automatically refunded.

CHANGING SHIPPING ADDRESS

Shipping addresses cannot be changed. We will only ship to the shipping address entered when the order was originally placed.