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 receiving 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 the moment of 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 - up to 21 business days
Please make sure to notify us about the delivery issue within two months from the day the order has been submitted to Gooten 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.