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Product & Order Support Policies

Kevin Pham
  • Updated

Gooten Customer Support Policy

Any and all claims requesting reprints, refunds, returns, or for any reason must be submitted within 4 weeks of receiving your order or your expected delivery date.

Order Cancellations and Address Changes

We cannot make any cancellations or address changes for any orders after your order has reached production. This is due to the nature of creating customized products that are created by our vendors once it has reached this step in the process. Our vendors typically begin production of your item within 24 hours of your order being submitted, and we cannot guarantee that the manufacturer will see our request to cancel or change the address. 

You can hold your orders in a pending status, which allows you to make changes to them before they are sent to production. Check out how to set up a pending status for your orders so that you can have time to make any necessary changes before production. 

If you have an order with an order status that is stuck with an Address Issue, and if you have not made any changes within 45 days from the order submission date, your order will be canceled by our team. Please be sure to make any address changes within 45 days or before your order is sent to production.

Reprint & Refund Policy

While we want every order to be perfect, mistakes can happen occasionally. We can offer reprints and refunds for your orders if there are order mistakes. If you are submitting a reprint or refund request, please include photo evidence of your product in your order. Depending on the circumstances of the mistake, the cost to cover the reprint or refund will be either from us or you. If an order is reprinted with upgraded shipping, we do not cover the cost of upgraded shipping. You will cover the cost of upgraded shipping.

Let's look at the scenarios when you can request a reprint/refund and who covers the cost.

When Gooten covers the Reprint/Refund cost:

  • If there is a manufacturing issue with your product in your order.
  • If the product in your order is broken or damaged in the mail.
  • If you receive the wrong product in your order.
  • The order is lost in transit, and the initial shipping address for the order doesn't need to be changed.
  • The order is lost in transit, and the actual shipping time exceeds the general shipping timeframe for orders.

When Gooten doesn't cover the Reprint/Refund cost:

  • If you or your customer don't like the product printed accordingly to our manufacturer's standards.
  • If you make any mistakes while creating your product, such as submitting the wrong image or placing/rotating your design incorrectly in our image editor.
  • If you or your customer selects the wrong size when ordering the product.
  • If you link your Etsy or Shopify SKU variant incorrectly to our products in Gooten. 
  • The order is still within the specified maximum production and shipping times for the products.
  • If the address provided at checkout is incorrect or invalid and the order is lost in transit, any address change requested for a reprint would not be covered by Gooten.
  • The tracking for your order shows delivered, but you have not received the package.

Lost in Transit

Packages are considered lost in transit when the products in the order do not arrive at the shipping address provided within the maximum shipping/transit timeframe, or if the shipping timeframe exceeds the maximum shipping/transit timeframe.

Please note that ship dates may vary, and these times are subject to change. Click here to view the current shipping and production times.

At Gooten, we do not assume responsibility for replacement costs of orders marked as delivered but reported as not received by the end customer. In such cases, the costs are the responsibility of our Merchant partners.
For Managed Partners, we encourage you to contact your Account Manager directly for any specific guidance or to discuss partner-specific considerations related to this policy.
We appreciate your understanding and partnership in maintaining seamless order fulfillment.

Returns Policy

Gooten does not accept returned orders, but there are a couple of scenarios in which you may return an order.

Some of our vendors will accept returned orders if the return address is the vendor's address.

You, as a partner, can accept returns if the return address is your address. You can decide what to do with the returned item through this process. In this scenario, returned packages are only applied to US return addresses. 

We cannot issue refunds for any returned orders. Gooten can only reship it or issue a reprint (depending on our vendor) for a returned order. 

Exchange Policy

Gooten does not offer exchanges for ordered products. We do not have an inventory of products, and due to the one-off and highly personalized nature of print-on-demand, we do not maintain stock to exchange items. 

Bulk Discount Policy

Gooten does not provide bulk discounts for either product or shipping costs. We also do not offer wholesaling services for bulk orders being broken down for resale. If you place a bulk order, the order will be shipped out in a single box (if possible) or will be consolidated into multiple boxes depending on the size of the order.

However, we have a Bulk Rebate Option:

Our finance team occasionally approves special rebate pricing for bulk orders. To be eligible, the order must include at least 75 units of the same SKU, shipped to one address. If you want to explore this option, please send over the SKU, quantity, destination, and preferred shipping method to partnersupport@gooten.com so we can review this further.

Custom Packaging Request Policy

Gooten does not provide custom inserts or packaging for ordered products. Our vendors package your orders, and due to the sheer volume of orders they process, we cannot cause disruptions in packaging. 

 

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