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FAQ

Order Changes & Cancellations

Order Changes & Cancellations

Cancel an order

If your order has not yet been fulfilled, we can cancel your order and process a complete refund to your original payment method. If you have any issues, please contact us.

We unfortunately cannot cancel orders once they have shipped. You may want information on a return instead.

If your order has not yet shipped and you need to correct or alter your shipping address, you can use our Customer Service Portal to make this update! If you have any issues, you can contact us by email for more help.

In most cases it's not necessary to cancel an order to change the shipping address. This may only be necessary in the case of very wrong addresses, for example if the country is wrong so you've ended up with domestic shipping instead of international.

Change an order's billing address, or billing method
We cannot change the billing address or billing method once your order is placed. If there's a small error in your billing address but the payment has cleared, no need to worry! Everything should be good.

Remove items from an order
If your order has not yet shipped and you need to remove an item (or items), but don't want to cancel the whole thing, please contact us via email, we will help.

Add items to an order

Unfortunately we cannot add items to an order once it has been placed. You'll need to place a separate order, or we can cancel your order so you can place a new single order with everything you'd like included. If you need to cancel your order for this reason, just contact us for further assistance.

Combine two or more orders
Unfortunately due to technical limitations we cannot combine multiple orders placed separately on our site. However, we can shipp your order together cancel your multiple orders so you can place a new single order with all items included, if none of your orders have shipped yet. Contact us for assistance!

I had a problem with my billing information my order was not completed successfully, but there's a charge on my bank account!
Sorry to hear that! If your order was not completed successfully and you were not provided with an order number, it's likely that payment has not been collected and what you're seeing on your statement is an authorization hold . This should expire and be refunded to your account after a few days. This typically happens when an order fails completely due to payment problems, but you may sometimes see an additional authorization hold if you make an initial failed payment attempt with one payment method followed by a successful payment through a different method.

Here's how to place an order if your billing and shipping addresses are different:

During the checkout process under “Billing address”, there are two options to pick from. The default option is “Same as shipping address”, and the other option is “Use a different billing address”. What you’ll need to do is select the “Use a different billing address” option, and then enter the billing address that is associated with your credit card. Please note that the billing address is only used for payment authorization, and the shipping address is where your items will actually be sent to. 
If you did receive an order number and have been charged, but have not received an order confirmation email, it's possible you're having trouble receiving our emails or you may have input the wrong email address during checkout. If your order confirmation isn't hiding in a spam folder, please feel free to contact us with your order number so we can make sure your contact information is correct.

I emailed for support, but I haven't received a response yet?
Googoods doesn't outsource our customer service, and our team is small, so during busy periods it may take some time to get a response. We appreciate your patience! The auto-reply you get when you email us should let you know what our current expected response time is. 

Shipping Isuess & Information

How much does it cost to ship to my country?

Your shipping options and fees will be calculated automatically during checkout before you need to pay.

To calculate your order's shipping fee, you can add all of the items you'd like to purchase to your cart, and then proceed through the checkout process and enter your full shipping address. In the next screen (before you enter your payment information), you'll be able to view all available shipping classes and their prices.

When will my order ship?

During periods of normal order volume, there's typically 1 to 3 business days fulfillment time after orders are placed before they ship. (Shipping time--the time your package is in transit after it ships from our warehouse--varies by shipping class; an estimate is typically provided when you select your class at checkout.)

Around the holidays and other busy periods, there may be an additional delay. Please note that our mailroom is closed on weekends and holidays. Due to high order volumes and the large number of pre-orders our mailroom is working to fulfill, currently orders are shipping within 5-7 business days. 

Once your order ships, you'll receive an email notification with your shipping information. If there's been an unusual delay and your order hasn't shipped out yet, please feel free to contact us with your order number for more information.

How long will my package take to arrive?
Transit times will depend on the shipping class you choose and whether or not the courier is experiencing delays:

Standard may ship via FedEx Ground, UPS Ground Advantage, or UPS Priority Mail depending on what is most affordable for your shipping address. These packages usually arrive in 7-10 days. 

International Orders
DHL packages usually arrive within 10-15 days. DHL will normally utilize your local postal service, but for some countries DHL may hand off the package to another courier. Please refer to DHL's tracking website to see who will be handling the final delivery of your package.

If your package doesn't arrive, we ask that you contact us within 30 days of when the order should have been delivered. 

When will my pre-order ship? 

We do our best to be as specific and accurate as possible with estimated pre-order fulfillment timeframes. However, with long production lead times for many product types, long distances for the items to cover on their way to our warehouse, and lots of uncertainty about imports lately, there are a ton of variables! 

You'll get an email before your pre-order ships. This email lets you know it's coming soon, and gives you the chance to update your address if anything's changed. Please respond promptly if you need to make a change, because your order could ship in as few as 2 business days.

Something missing from order

Sometimes orders are shipped in separate packages. You'll be able to tell because the contents of the package should be noted by the order number, and you'll receive separate shipping confirmation emails which will note which items are included in each shipment. 

If an item is marked as included in a package and is not, or if it is not shipped at all, please contact us and we'll get the missing item shipped out as soon as possible!

Package is marked as delivered, but I have not received it
Your local postal service may have accidentally delivered the package to the wrong apartment, neighbor, or front desk or mailroom (if applicable). You may want to check with those places first, and then give your local post office a call (as they may be holding the package). Please review your provided shipping address as well to see if there are any errors, or omissions of details such as an apartment number.

Packages typically turn up within about a week, but it is also possible that it may have gotten lost in the mail, or potentially stolen. Please note shipping fees are non-refundable once an order has shipped. If none of these steps help and your package doesn't turn up within a week of when it was marked as delivered, please contact us.

Returns & Exchanges

Processing a Return
Returns must be in good condition. Dirty items, broken items, items with sewn tags removed, and items with stains or damage are unacceptable for returns.

If you received an incorrect or damaged item, you don't need to process a return: instead, please see the 'Received wrong item' or 'Received damaged or defective item' FAQ sections.

For returns, please contact us within 30 days of when you received your order. We can only refund the cost of the item; we will not refund the cost of shipping. You will need to pay the shipping costs for your return.

Received wrong item

Sorry about that! Please contact us with your order number and a photo the item you received in error and we'll be able to sort things out.

Received damaged or defective item
If you receive a product which has been damaged during shipment, or has a defect not included in the list of small variations in our product condition policy, please contact us within 30 days of when you received your order, with your order number and a photo of the issue, and we'll be able to assist with a refund or replacement.

Contact Us

Contact Us

Need more help, or need to contact us?

Email us at:

Googoodsplanet@gmail.com

Whatsapp：+86 19108070910