Returns and Refunds: If your customer simply does not like an order, you are responsible for providing a refund or accepting a return. Return policies are entirely up to your discretion and you will be responsible for any replacement charges.
Reprints: If there is a manufacturing mistake during printing or an item is damaged during shipping, we ask that you provide us a photo of the damaged product in question, a description of the issue, and the order number. You can send this information to our support team. Once we receive that information from you, we will issue a reprint and ship a new product to your customer at no additional cost to you. Please note that all complaints regarding product quality need to be reported within two months from purchase in order to be eligible for a reprint.
Lost Packages: If the tracking information for an order says the package was delivered, a reprint or a refund is at your discretion. Gooten is not responsible for reprinting orders that are marked as delivered.
However, if an order is lost in transit and the shipping address you entered is correct, Gooten will reprint and reship a new order at no charge to you using the shipping method you originally paid for:
- Standard shipping - up to 12 business days
- Expedited shipping - up to 5 business days
- Overnight shipping - up to 2 business days
- International shipping - typically up to 21 business days*
*When it comes to international shipping, those packages are usually delivered within 1-3 weeks from the ship date through DHL. However, we have also experienced instances where an order may take about a month to deliver. Unfortunately, not all tracking events may be represented in real time, and this sometimes makes a shipment appear to be "stuck" at a certain place/event. There are also other factors beyond our control that may extend the delivery window, including but not limited to:
• Packages being handled by multiple carriers, when handed off to local carriers.
• Local customs department processing time
Due to all of that, we can't guarantee a delivery date with certainty for international deliveries.
Please make sure to notify us about the delivery issue within two months from the date of purchase to be eligible for a replacement order.
If you entered an incorrect or incomplete address, we will either need to wait for the order to be returned to the vendor and reship it at your cost, or you can place a new order to reduce delivery time. Please note that you will be charged for this replacement order.
Additionally, replacing any orders for which package was sent back due to the incorrect or incomplete address but was lost in transit on the way back to the vendor would be at your discretion.