CUSTOMER SERVICE

Our Store
We are the Official Online Store for SSUR. You can be confident that products purchased from www.ssur.com is authentic and of the highest quality.

Email Us

Have questions about your order? Email us at support@ssur.com and we will respond as quickly as possible!

Call Us

Want to speak to a live person? Our customer care team is available Monday-Friday 10am-5pm PST 323.656.1619

 

Returns & Exchanges Information

Returns
All sales/purchases are final. If there is a product defect or a problem with your order, please email us for the quickest response. 

Shipping Info

Hey! Just a reminder that orders are processed and shipped within 1-3 business days after an order is placed, if your order needs verification of payment, it can delay the processing of your order.  This is just an estimate, though, and doesn't include weekends or holidays. You will receive a shipping notification email that will notify you of your tracking number. Please allow 24-48 hours for the tracking to be updated.

 

Shipping Rates & Delivery times

Domestic-US

Mail Class

Shipping Time

Rates

First Class

3-7 Business Days

$4.95 and up

Priority

2-3 Business Days

$6.95 and up

International *shipping time may vary depending on customs

Mail Class

Shipping Time

Rates

First Class International

7-20 Business Days

$9.95 and up

International Priority

5-10 Business Days

$18 and up

Countries we ship to

Australia, Canada, England, France, Germany, Great Britain, Hong Kong, Ireland, Italy, Japan, South Korea, Northern Ireland, Russia, Sweden, Switzerland, United Kingdom

 

Ordering and Payment

SALES TAX

Applicable sales tax 8% will be added to all purchases shipping to California

PAYMENT OPTIONS

We accept VisaMasterCardDiscover and American Express credit card payments as well as PayPal payments. We do not accept personal checks, money orders or direct bank transfers. Note, your account will not be charged until your order actually ships. 

USING STORE CREDIT

To use a store credit, sign into your SSUR account; you will see your store credit on the "My Account" page. Upon checking out, the store credit will automatically be deducted from your total.  If you do not use the entire store credit, the remainder will go back into your SSUR account to be used on future purchases.

SIZE & MEASUREMENT CHARTS

Please see our Size Guide below for general information on sizing.  If you have a specific questions about the fit of an item or measurement guidelines, please email our Customer Service Department at support@ssur.com

ADDING ITEMS TO YOUR CART

When viewing an item on the product detail page, you may add an item to your shopping cart by simply selecting your size and specifying quantity needed.  Then, to add the item to your cart, you will simply click the "Add To Cart" button. 

PLACING AN ORDER

After you have added an item to your shopping bag, you will be prompted to review your shopping bag.  Here, you may review all of your items, update quantities, remove items or return to the product detail page.  Once you have reviewed the items in your shopping bag, you may either continue shopping or proceed to check out and place your order. 

CHECKING OUT

  • Step 1 
    By clicking the "Check Out" button in your cart, you will be asked to either sign-in to your account or to click continue if you do not have an account. 
  • Step 2 
    If you do not have an account, you will be asked to enter your billing address information.  If paying by credit card, you will need to make sure that this billing address matches exactly what the credit card company has on file. If your billing address is the same as your ship to address, you may proceed to the next step.  Or, you may edit your shipping address to a different address by clicking edit.
  • Step 3 
    Next choose which shipping method you would like to use for delivery.
  • Step 4 
    To complete your order, simply confirm by reviewing the order totals and entering in your payment information.  We accept Visa, MasterCard, Discover and American Express credit card payments as well as PayPal payments. Then click the "Complete Order" button.  Upon completion, you will be given an order number and you will receive an email confirmation of your order details. 

PLACING AN ORDER BY PHONE

We are happy to take your order quickly by phone. Please call our Customer Service Department at: 323.656.1619 Monday-Friday 10AM – 5PM PST

VERIFICATION AND SHIPPING

When placing your order, please make sure that you use the billing address and contact information as it appears on your credit statement. In the event that your information does not match exactly what your credit card has on file, your order may be held pending verification.  This may require us to contact your directly. When specifying shipping address information, be sure to check that the zip code, city and state are correct. If according to delivery service's records, this information does not match their records, we may have to contact you to update this information and this may delay your order. 

 

Order Tracking & Status

TRACKING YOUR ORDER

If you have an account, you can check the status of your order at anytime, by simply logging into your account and clicking “View Order Status”.   If your order states “Processing”, your order has been received and is being processed by our warehouse.  If your order has “Shipped”, you will see a delivery tracking number.

If you do not have an account, please contact our customer service team.  We will be happy to provide you with your order status or tracking information.  To better help us assist you, please have your order number and last name on the order ready.

CHANGE OR CANCEL YOUR ORDER

If you need to change or cancel your order, please contact us immediately. We process and ship orders quickly (we’re fast!).  Once our warehouse has processed your order, we will be unable to make any changes. Please contact Customer Service at 323.656.1619 or email support@ssur.com

ADD ITEMS TO AN ORDER YOU JUST PLACED

Unfortunately we cannot add items to an existing order, we can cancel your current order and a new order can be placed for all the items you wish to purchase. Once and order is placed we are unable to change the original form of payment. You may email us at: support@ssur.com.  Please reference order number.

 

Size Guide

Please use these size charts to help determine your size. Because sizing and cut will vary between brands, please use the charts as a general guide to compare the various size scales. If you have a specific sizing question or would like more information, please contact Customer Service.

 

FAQ

WAS I CHARGED TWICE?

Your credit card will only be charged once after your order ships.
If you just placed your order, what you are seeing on your bank account ‘pending’ transaction. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear post once an order is shipped (depending on your bank, usually within 48 – 72 hours.) Please only click the “Place Order” button once to avoid multiple authorizations.

I GET AN ERROR MESSAGE WHEN I ENTER MY SHIPPING AND BILLING ADDRESSES. WHAT’S GOING ON?

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).

MY ORDER WON’T GO THROUGH AND IS PREAUTHREJECTED. WHAT SHOULD I DO?

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. Please only click the “Place Order” button once to avoid multiple authorizations.
If you continue to receive error messages, please contact Customer Service at support@ssur.com

I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?

If you need to change or cancel your order, please contact us immediately. We generally process orders within 1-3 business days, and once our warehouse has processed your order, we will be unable to make any changes.   

I JUST PLACED MY ORDER.  CAN I ADD ANOTHER ITEM TO IT?

Unfortunately we cannot add items to an existing order. 

I’M UNSURE ABOUT A SIZE; OR I HAVE A FIT QUESTION.  HOW DO I FIND THIS INFORMATION?

Please see our Size Guide for general information on sizing.  If you still have specific questions about a fit of an item or measurement guidelines, please email support@ssur.com

Can I return or exchange items that were purchased on sale?

All items are final sale.

WHEN WILL MY ORDER SHIP?

Most orders ship within 1-3 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.

WHERE IS MY ORDER CONFIRMATION?

As soon as your order ships, you will receive an email confirmation to the email address you entered on your order, please allow 24-48 hours for tracking to be updated.  If for some reason, you did not receive an email, please check your spam folder and add support@ssur.com to your safe sender list. You can also check your order status by signing into your account on our website.

MY ORDER STATUS SAYS “PROCESSING.” WHAT DOES THAT MEAN?

“Processing” just means that we successfully received your order! Once your order is shipped, you’ll receive a tracking number (if applicable) and your order status will change to “Shipped.”

WHY WAS MY ORDER CANCELED?

Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. If your order needs some extra verification of your billing and payment information and we did not receive a response, the order was then canceled as we are unable to hold orders for longer than 3 business days.

WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. Customs taxes & duties are not included in your shipping fee. SSUR cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

If you refuse a shipment from SSUR, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to SSUR. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

I HAVE A STORE CREDIT. HOW DO I USE IT?

  1. First, sign into your SSUR account.
  2. You should see the store credit on the "My Account" page.
  3. Upon checkout, the store credit will automatically be deducted from your order total.
  4. If you do not use the entire store credit, the remainder will go back into your 80’s Purple account to be used on future purchases. 

 

DO YOU HAVE ANY STORE LOCATIONS?

Yes, we have two locations. One location in New York 296 Elizabeth st #1F New York NY 10310 and Los Angeles location 7710 Santa Monica Blvd Ca 90046.

 

Adult Size/Measurements: