Sustory Shipping Policy
Overview
All Sustory orders ship with full tracking and discreet packaging — no external markings, no brand names, nothing that reveals what's inside. Orders over $59 qualify for free standard shipping. A tracking number will be sent to your email as soon as your order is dispatched. We ship internationally to most countries and regions worldwide.
Where do we ship from?
We maintain warehouses in the United States, Germany, United Kingdom, Canada, and Australia. Orders are fulfilled from the warehouse nearest to your delivery address. If your item is out of stock locally, we will arrange shipment from an alternate warehouse at no extra cost to you.
Order processing
Orders are typically processed within 8–12 hours of payment confirmation on business days. Orders placed on weekends or public holidays will begin processing on the next business day. You will receive a shipping confirmation email with your tracking number once your order is on its way.
USA, Canada, Europe, Australia — in-stock locally
| Standard | 3–5 business days |
| Express | 1–3 business days |
USA, Canada, Europe, Australia — shipped from alternate warehouse
| Standard | 5–15 business days |
| Express | 3–5 business days |
Asia, South America, Africa & Other Regions
| Standard | 7–14 business days |
| Express | 4–7 business days |
The most accurate delivery estimate for your specific order will always be shown in your order confirmation and shipping details page.
Shipping costs
| Region | Standard | Express |
|---|---|---|
| USA | Free over $59 | $19.99 |
| Canada / Mexico / South America | Free over $59 | $29.99 |
| Europe / UK / Australia | Free over $59 | $29.99 |
| Asia & Other Regions | Free over $59 | $19.99 |
Shipping carriers
We partner with USPS, UPS, FedEx, DHL, and Royal Mail, among others. The carrier assigned to your order depends on your delivery region and the shipping method selected. Once your order ships, your tracking number will be emailed to you — you can use it to monitor your shipment directly or contact the carrier to arrange a preferred delivery window.
Discreet packaging
Every Sustory order ships in a plain, unmarked carton box. No logos, no product names, no indication of contents — just a standard parcel. Your privacy is protected throughout the entire shipping process.
Please note: for international shipments outside the USA, customs authorities may open packages for inspection to assess import duties. This is routine and will not result in damage to your order.
Multiple shipments
If your order contains items from multiple warehouse locations, you may receive separate shipments at different times. No additional shipping fees apply for split shipments — your shipping cost is calculated based on your order total only.
Duties & taxes
USA & UK
- We cover all applicable import duties for orders delivered to the USA and UK. No additional charges will be applied upon delivery.
Canada, EU countries & Australia
- Standard shipping: no additional taxes or duties.
- Express shipping: may incur partial import duties depending on your country's regulations. We recommend standard shipping to avoid unexpected charges.
All other countries
- Please review your local import regulations before ordering. If you have questions about duties or taxes in your region, contact us at service@sustory.com before placing your order.
Countries we do not ship to
Due to import regulations, we are currently unable to ship to the following destinations:
- Saudi Arabia · UAE · Kuwait · Qatar · Bahrain · Oman · Pakistan · Malaysia · Philippines · India · Indonesia
If you are unsure whether we ship to your country, please contact us before placing your order.
Lost or Delayed Shipments
If your tracking shows no movement for more than 7 business days after dispatch, or if your package has not arrived within the estimated delivery window, please contact us at service@sustory.com. We will investigate with the carrier and, where applicable, arrange a replacement shipment or issue a refund.
Incorrect address
Please double-check your shipping address before completing your order. We are not responsible for packages returned or lost due to an incorrect or undeliverable address provided at checkout. If you need to update your address after placing an order, contact us at service@sustory.com as soon as possible — we can only make changes before the order is dispatched.
Questions about your shipment?
If you experience any unexpected fees, delays, or issues with your delivery, our team is here to help. service@sustory.com