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 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, Gooten will reprint and reship a new order at no charge to you if your order appears lost in transit. The reprint will be issued using the original shipping method (you may upgrade shipping methods by paying the difference between the original shipping method and the new one):
- 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 are updated in real-time, and this may cause a shipment to appear "stuck" on the delivery route. Other factors may extend the delivery window, including but not limited to:
• Packages handled by multiple carriers, including handoff off to local postal offices.
• 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 would wait for the package to arrive back 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 the replacement order.
Additionally, if a shipment is sent back to the vendor due to the incorrect or incomplete address and is later lost in transit, replacement would be at your discretion and cost.