In a situation where a customer simply does not like the order, providing a refund would be up to your discretion, and you would be responsible for the replacement charges.
However, if there is a mistake in the printing or an item is damaged during shipping, we would simply need a photo of the product in question, description of issue and the order number sent to our support team at firstname.lastname@example.org. We will issue a reprint, and ship it to your customer at no additional cost to you.
If the tracking information says that the order was delivered, a reprint or a refund would be at your discretion and Gooten isn’t responsible for the orders that are marked as “delivered”.
If an order is lost in transit and the shipping address you entered is correct, we will reprint and reship that order at our cost.
However, we will need to wait for the transit time to pass before we submit a new order:
Standard shipping - 12 business days
Expedited shipping - 5 business days
Overnight shipping - 2 business days
International shipping - 21 business days
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 could place a new order to reduce delivery time, but please note that we would need to charge you for the replacement order.