Frequently Asked Questions (FAQ)

Have a question? Below you'll find answers to the most common inquiries. If you can’t find what you’re looking for, feel free to reach out to us at help@surree.com.

Shipping & Delivery

1. What is your shipping policy?
We offer Free Tracked Shipping exclusively to customers within Switzerland on all orders. We operate on a Delivery Duty Paid (DDP) basis, meaning all prices include applicable Swiss VAT and import duties, so there are zero hidden fees upon delivery.

2. Do you deliver to collection points or pickup lockers?
At this time, we only deliver to the physical shipping address provided at checkout. Delivery to collection points or lockers is not currently available.

3. What are your delivery times?

  • Processing: Orders are typically processed within 1–3 business days. Orders placed before 3:00 PM (CET) often begin processing the same business day.
  • Delivery: Once shipped, delivery within Switzerland typically takes 7–13 business days.
  • Total Time: You can expect to receive your order within 8–16 business days in total.

4. How can I track my order?
Once your order has been dispatched, you will receive a confirmation email containing a tracking number. You can use the secure link in that email to monitor your package's journey.

5. Which shipping partners do you use?
We work with trusted international logistics partners and local Swiss couriers to ensure safe and reliable delivery directly to your door.

6. What if my package hasn't arrived or is lost?
If your order hasn’t arrived within the expected delivery window, please check your tracking link first. If there is no update, contact us at help@surree.com. If the shipping carrier confirms your parcel is lost in transit, we will issue a free replacement or a full refund.

7. What if my item arrives damaged?
We’re sorry to hear that! If your item arrives damaged or incorrect, please email us at help@surree.com within 48 hours of delivery. Be sure to include your order number and clear photos of the damage. We will verify the issue and arrange a replacement or full refund immediately.

Refunds & Returns

8. How do I return an item?
If you are not completely satisfied with your purchase, please email help@surree.com within 30 days of receiving your order to request a return authorization. Items must be unused, uninstalled, in their original condition, and include all original, unopened packaging.

9. How long does it take to process a refund?
Refunds are processed within 7 business days after we receive and inspect the returned item at our facility. You will receive an email confirmation once the refund has been automatically issued to your original payment method.

10. Who pays for return shipping?

  • Defective/Damaged Items: We cover all return shipping costs (or provide a free replacement).
  • Change of Mind: The customer is responsible for covering the return shipping costs back to our facility.

Privacy & Security

11. How do you protect my privacy?
We take your privacy seriously. All transactions are protected by SSL encryption, and we never store your full credit card information. We are fully compliant with the Swiss Federal Act on Data Protection (FADP).

12. Will my data be shared with third parties?
No. We never sell, rent, or trade your personal information. Your data is used solely for order processing and essential business operations (such as securely sharing your shipping address with the courier for delivery).

Payments

13. What payment methods do you accept?
We accept a wide range of secure payment methods, including: Amazon Pay, American Express, Apple Pay, Diners Club, Discover, Google Pay, Mastercard, Shop Pay, and Visa.

14. What currency are payments processed in?
All transactions and product prices are strictly processed in Swiss Francs (CHF).

15. Are my payments secure?
Yes—your payment security is our top priority. All transactions are protected with SSL (Secure Socket Layer) encryption to ensure your financial information is completely safe.

16. What should I do if my payment is declined?
Please double-check your card details, billing address, and available funds. If the issue continues, contact your bank or card provider to clear the transaction. You are also welcome to reach out to us at help@surree.com for assistance.

Contact Us

We’re here to help with any questions about your order, our products, or our policies. Our support team is always ready to provide quick, reliable assistance.

Customer Support

Order Inquiries: If your inquiry is related to an existing order, please include your order number in your email or have it available when you call so we can assist you more quickly.

Company Information (Legal Operator)

  • Business Name: Surree
  • Legal Entity: FIREBLADE LLC
  • Business Address: 1621 Central Ave, Cheyenne, Wyoming, 82001, United States
  • Company Registration Number: 2025-001603504
  • Employer Identification Number (EIN): 36-5130650