Shipping policy
Shipping Policy
At Genuine Suede, operated by Genuine Suede LLC, we aim to provide a reliable and transparent shipping experience for every customer.
This Shipping Policy explains how orders placed through genuinesuede.com are processed, shipped, tracked, and delivered.
For assistance with an order or shipment, contact:
1. Order Processing
Orders are generally processed within 1–3 business days after payment authorization and order verification.
Processing time includes:
- Payment verification;
- Order review;
- Inventory confirmation;
- Product preparation;
- Packaging;
- Transfer to the shipping carrier.
Business days generally exclude weekends and public holidays.
During periods of unusually high demand, promotional events, inventory transfers, or other exceptional circumstances, processing may take slightly longer.
Once your order has been dispatched, you will receive a shipping confirmation when tracking information is available.
2. Estimated Delivery Times
Estimated delivery times begin after the order has been processed and handed to the carrier.
Typical estimated delivery times are:
United States
5–12 business days
Canada
7–15 business days
United Kingdom
6–14 business days
European Countries
6–15 business days
Australia and New Zealand
7–16 business days
Other International Destinations
7–20 business days
These timeframes are estimates and are not guaranteed delivery dates.
Delivery may occasionally take longer because of circumstances outside the reasonable control of Genuine Suede.
3. Delivery Timeframes Are Estimates
Shipping estimates may be affected by:
- Carrier delays;
- Customs processing;
- Weather conditions;
- Transportation disruptions;
- Local postal service delays;
- Public holidays;
- Peak shopping periods;
- Incorrect or incomplete shipping information;
- Remote delivery locations;
- Security or customs inspections.
We make reasonable efforts to ensure orders are delivered within the estimated timeframe, but exact delivery dates cannot always be guaranteed.
Mandatory consumer rights applicable to delayed or undelivered orders remain unaffected.
4. Shipping Costs
Shipping charges, when applicable, are displayed during checkout before the customer completes the order.
Depending on the destination, order value, promotion, or shipping method, Genuine Suede may offer:
- Free shipping;
- Standard shipping;
- Promotional shipping;
- Other shipping options displayed at checkout.
The shipping method and amount shown during checkout will apply to the order unless otherwise communicated.
5. International Shipping
Genuine Suede may ship products to customers in multiple countries.
Availability of shipping services depends on:
- Destination country;
- Carrier coverage;
- Product restrictions;
- Customs regulations;
- Fulfillment capabilities.
If we are unable to ship an order to the destination provided, we will contact the customer and issue an appropriate refund if the order cannot be fulfilled.
6. Customs, Duties, and Import Taxes
International shipments may be subject to:
- Customs duties;
- VAT;
- Import taxes;
- Brokerage charges;
- Handling fees;
- Other government-imposed charges.
Where these charges are collected directly at checkout, they will normally be displayed before the order is completed.
Where they are not collected at checkout, customs authorities or local carriers may require payment upon or before delivery.
Unless otherwise stated at checkout, customs duties and import charges imposed independently by the destination country are the responsibility of the recipient.
Genuine Suede does not control charges imposed by foreign customs authorities.
7. Tracking Information
When tracking is available, customers will receive a shipment confirmation containing tracking information.
Tracking information may require 24–72 hours after shipment to begin displaying movement.
This delay can occur while the carrier receives, scans, and processes the package.
Customers may contact:
if tracking information has not updated for an extended period.
8. Multiple Packages
Some orders may be shipped in separate packages.
This may occur when:
- Products are stored at different fulfillment locations;
- Items become available at different times;
- Separate shipping methods are required;
- A multi-item order is more efficiently shipped separately.
If your order is divided into multiple shipments, each package may have its own tracking information and delivery date.
You will not be charged additional shipping costs solely because Genuine Suede chooses to divide an order into multiple shipments.
9. Shipping Address Accuracy
Customers are responsible for providing a complete and accurate shipping address during checkout.
Please review your:
- Full name;
- Street address;
- Apartment, suite, or unit number;
- City;
- State or province;
- Postal or ZIP code;
- Country;
- Telephone number.
If you notice an error after placing your order, contact:
as soon as possible.
We will make reasonable efforts to update the address before shipment, but changes cannot be guaranteed once fulfillment has begun.
10. Incorrect Shipping Addresses
If an order cannot be delivered because the customer provided an incorrect or incomplete shipping address, the package may:
- Be returned to the sender;
- Be held by the carrier;
- Require additional delivery arrangements.
Where legally permitted, costs resulting directly from incorrect customer-provided information may be the customer's responsibility.
This does not apply if the address error was caused by Genuine Suede.
11. Address Changes After Shipment
Once an order has been transferred to the carrier, Genuine Suede may no longer be able to change the delivery address.
Customers may be able to request a delivery modification directly from the carrier, depending on the shipping service used.
Carrier restrictions and fees may apply.
12. Order Tracking Shows “Delivered”
If tracking indicates that a package has been delivered but you cannot locate it, we recommend first:
- Checking around the delivery location;
- Checking mailboxes or parcel lockers;
- Asking household members;
- Checking with building reception or management;
- Checking with nearby neighbors when appropriate;
- Reviewing any carrier delivery notification.
If the package still cannot be located, contact:
We will review the shipment information and assist with the next appropriate steps.
A “delivered” tracking status does not automatically prevent a legitimate delivery claim from being investigated.
13. Lost Packages
If a package appears to be lost in transit, contact us at:
We may investigate the shipment with the carrier or logistics provider.
Depending on the circumstances and applicable law, an appropriate resolution may include:
- Reshipment;
- Replacement;
- Refund.
Customers will not be required to bear the loss of an order where responsibility legally remains with the seller.
14. Packages With No Tracking Updates
Occasionally, tracking information may temporarily stop updating while a package is:
- Moving between carrier facilities;
- Undergoing customs clearance;
- Transferred between international and local carriers;
- Awaiting a carrier scan.
This does not necessarily mean the shipment has been lost.
If tracking has not updated for an unreasonable period, please contact:
and our team will review the shipment.
15. Damaged Packages
If an order arrives visibly damaged, please contact us as soon as reasonably possible.
You may be asked to provide:
- Your order number;
- Photographs of the outer packaging;
- Photographs of the product;
- A description of the damage.
This information helps us investigate the shipment and determine an appropriate resolution.
Where the product is damaged or defective, the customer will not be required to pay necessary return shipping costs attributable to the issue.
16. Incorrect or Missing Items
If your shipment contains:
- The wrong product;
- The wrong size or variant;
- A missing product;
- An incorrect quantity;
contact:
Please provide your order number and details of the issue.
Where appropriate, we may request photographs to help verify the shipment.
If the error was caused by Genuine Suede or our fulfillment process, we will provide an appropriate remedy at no additional cost to the customer.
17. Refused Deliveries
If a customer refuses delivery without prior authorization, the package may be returned to the sender.
Once the returned shipment is received and reviewed, we will determine the appropriate refund or return treatment in accordance with our Return and Refund Policy and applicable law.
Actual non-refundable shipping costs resulting solely from an unauthorized refusal may be deducted from a voluntary refund where legally permitted.
This does not apply where the customer lawfully refuses a delivery because the product or shipment does not conform to the order.
18. Undeliverable Packages
A package may be returned as undeliverable because of:
- An incomplete address;
- An incorrect address;
- Repeated unsuccessful delivery attempts;
- Failure to collect the package;
- Carrier access restrictions.
If an order is returned to us, please contact our support team to determine whether the order can be:
- Reshipped;
- Refunded;
- Otherwise resolved.
Any applicable costs will be communicated before a reshipment is arranged.
19. Unclaimed Packages
Customers are responsible for collecting packages from a carrier, pickup location, customs office, or parcel locker when reasonably required.
If a package is not collected and is subsequently returned, the order will be handled according to our Return and Refund Policy and applicable consumer law.
20. Delivery Attempts
Depending on the carrier and destination, delivery may involve:
- Delivery to the provided address;
- Multiple delivery attempts;
- Delivery to a secure location;
- Delivery to a local pickup point;
- Delivery to a parcel locker;
- Collection from a postal or carrier facility.
Customers should monitor tracking information for carrier instructions.
21. Signature Requirements
Certain orders may require a signature upon delivery because of:
- Order value;
- Destination;
- Carrier requirements;
- Fraud-prevention measures.
Where a signature is required, the carrier may attempt redelivery or direct the customer to a pickup location if no authorized recipient is available.
22. Delivery to Apartments and Commercial Buildings
Customers shipping orders to apartments, offices, hotels, dormitories, or commercial buildings should ensure that all required information is included, such as:
- Apartment number;
- Suite number;
- Unit number;
- Building name;
- Company name where applicable.
Genuine Suede is not responsible for delays resulting solely from incomplete customer-provided delivery information.
23. Orders Shipped to Hotels or Temporary Addresses
Customers may use temporary addresses where permitted, but should ensure that:
- The recipient name matches the reservation;
- The property accepts packages;
- The package is expected to arrive while the recipient is present.
Genuine Suede cannot guarantee delivery before a customer's departure from a temporary address.
24. Delayed Shipments
If a shipment experiences an unusual delay, contact:
We may:
- Review tracking;
- Contact the carrier;
- Open a carrier investigation;
- Arrange an appropriate resolution where necessary.
A carrier delay does not remove any mandatory consumer rights that may apply.
25. Orders Delayed by Customs
International orders may be held temporarily by customs authorities.
Customs processing times vary by country and are outside the direct control of Genuine Suede.
Customers may occasionally be asked by local authorities or carriers to provide additional information required for customs clearance.
We will provide reasonable assistance when information from the seller is required.
26. Shipping Restrictions
We reserve the right to restrict shipping to locations where:
- Carrier services are unavailable;
- Applicable law prohibits shipment;
- Delivery risks are unreasonable;
- A product is legally restricted;
- Fraud or security concerns exist.
If an already-paid order cannot legally or practically be shipped, we will provide an appropriate refund.
27. Orders Under Review
For security purposes, some orders may require additional verification before shipment.
We may contact the customer to verify:
- Payment information;
- Billing information;
- Shipping information;
- Order authorization.
Verification procedures are designed to protect customers against fraudulent or unauthorized transactions.
28. Payment and Shipment
Orders will generally not be shipped until the applicable payment has been successfully authorized or confirmed.
Payments may be processed through Shopify Payments or other payment methods displayed at checkout.
A payment authorization does not necessarily mean that the shipment has already been dispatched.
29. Cancellation Before Shipment
If you wish to cancel an order, contact:
as soon as possible.
If the order has not entered the fulfillment or shipping process, we may be able to cancel it.
Because orders may be processed quickly, cancellation cannot be guaranteed after an order has been placed.
If an order has already shipped, the customer may use the applicable return process after delivery.
30. Returns After Delivery
Genuine Suede offers a voluntary 60-day return and exchange period, subject to the conditions described in our Return and Refund Policy.
Shipping-related return questions should be sent to:
Customers should obtain return instructions before shipping a product back to us.
31. European Union and United Kingdom Customers
Nothing in this Shipping Policy limits statutory consumer protections applicable to customers in the European Union or United Kingdom.
Where applicable law places responsibility for goods on the seller until they are physically delivered to the consumer or an authorized recipient, those statutory protections will apply.
Mandatory rights concerning:
- Lost shipments;
- Delayed deliveries;
- Damaged products;
- Non-delivery;
remain unaffected.
32. United States Customers
Customers in the United States may have additional rights under applicable federal or state consumer protection law.
Nothing in this Shipping Policy is intended to waive rights that cannot legally be excluded.
33. International Consumer Rights
Customers purchasing from outside the United States may have mandatory consumer rights under the laws applicable in their country of residence.
Where those rights provide greater protections than this policy, mandatory local law will apply.
34. Force Majeure and Events Beyond Our Control
Delivery may occasionally be affected by circumstances beyond the reasonable control of Genuine Suede or its shipping partners, including:
- Severe weather;
- Natural disasters;
- Transportation disruptions;
- Labor disruptions;
- Government restrictions;
- Customs delays;
- Public emergencies;
- Carrier network disruptions.
We will make reasonable efforts to assist affected customers and provide an appropriate solution where required.
This section does not limit mandatory consumer rights.
35. Fraudulent Delivery Claims
Genuine Suede reserves the right to investigate claims involving suspected fraud, abuse, or repeated unauthorized delivery disputes.
We may review:
- Tracking information;
- Carrier confirmation;
- Delivery scans;
- Order history;
- Customer communications.
Fraud-prevention procedures will not be used to deny legitimate claims.
36. Policy Updates
Genuine Suede may update this Shipping Policy when necessary to reflect changes to:
- Shipping providers;
- Fulfillment procedures;
- Service availability;
- International shipping requirements;
- Shopify functionality;
- Applicable laws.
Changes will not retroactively reduce mandatory consumer rights associated with previously completed purchases.
37. Contact Information
For questions about shipping, tracking, delivery, missing packages, damaged shipments, or address corrections, contact:
Genuine Suede LLC
Genuine Suede Customer Support
Website: genuinesuede.com
Email: support@genuinesuede.com
When contacting us about a shipment, please include your order number whenever possible so our team can assist you efficiently.