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Product & Order Support Policies

Kevin Pham
  • Updated

Please keep in mind that all claims requesting reprints, refunds, returns, or any other 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 orders once they have reached production. This is due to the nature of custom product development, which our vendors begin once they reach this step. Our vendors typically begin production of your item within 24 hours of your order being submitted, and we cannot promise that the manufacturer will see our request to cancel or change the address. 

The recommendation is to keep your orders in a pending status for longer, allowing you to make changes (cancellations, address/artwork changes, etc.) before they are sent to production. Please check out how to set your orders to pending status so you have time to make any necessary changes before production. 

If you have an order with an Address Issue and have not made any changes within 45 days of the order submission date, our team will cancel it. Please 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 any 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 error, the cost of the reprint or refund will be borne by you or by us. 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 during transit.
  • If you receive the wrong product in your order.
  • The order is lost in transit, and the initial shipping address doesn't need to be changed.
  • The order was lost in transit, and the actual shipping time exceeds the standard shipping timeframe.

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

  • If you or your customer doesn't like the product printed according to our mamanufacturer'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.

Please refer to our Current Production & Shipping Times article for the maximum lead times.

  • If the address provided at checkout is incorrect or invalid and the order is lost in transit or returned, any address change requested for a reprint would not be covered by Gooten.
  • The tracking for your order shows it was delivered to the correct address, but unfortunately, you haven't 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 within the maximum shipping/transit timeframe, or when the shipping timeframe exceeds that timeframe.

Just so you know, ship dates may vary, and these times are subject to change. Click here to view the current shipping and production times.

Orders marked as delivered that have not been received by the customers

At Gooten, we do not assume responsibility for replacement costs of orders marked as delivered to the correct address, but reported as not received by the end customer. In such cases, the costs are the responsibility of our Merchant partners. 

Returns Policy

Gooten does not accept returns, but there are a few 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, canuse the address on one return if it's your address. You'll be able to 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 products that have been ordered. We do not maintain a product inventory. Because print-on-demand is one-off and highly personalized, we do not maintain stock to exchange items. 

Bulk Discount Policy

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

However, we have a Bulk Rebate Option:

Occasionally, we approve a special product pricing rebate 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 provide you with all relevant details and guide you in the process. 

Custom Packaging Request Policy

At this time, Gooten does not support custom inserts or packaging options, including gift messages, for ordered products. Orders are fulfilled and packaged directly by our manufacturing partners, and due to the high volume of orders they process, accommodating custom packaging requests could disrupt production workflows and impact overall processing and shipping timelines.

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