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Product & Order Support Policies

Kevin Pham
  • Updated

Please submit any reprint, refund, or return requests within 4 weeks of receiving your order or the expected delivery date.

 

Order Cancellations and Address Changes

We're unable to make cancellations or address changes to orders once they're in production. This restriction is due to the nature of custom product development, which our vendors begin once they reach this step. Our vendors typically start production within 24 hours of submission, and we can't guarantee the manufacturer will see the cancellation request or address the additional request. The recommendation is to keep your orders in Pending Please for longer so you can make changes (cancellations, address/artwork changes, etc.) before they go to production. Please see how to set your orders to pending so you have time to make any necessary changes before production. 

If you have an order with an Address Issue and haven't made any changes within 45 days of the order submission date, our team will make the changes on your behalf. Please make any address changes within 45 days, or before your order is sent to production.

 

Reprint & Refund Policy

We want every order to be perfect, but mistakes can happen. If you notice an issue, we can provide reports and refunds for any order mistakes. If you are submitting a reprint or refund request, please include a photo of the product in your order. Depending on the circumstances of the error, we'll provide a cover print or a refund. Your order has been reprinted with upgraded shipping, but we don't cover the cost of the upgrade. 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 manufacturer's standards, or if our manufacturer makes any mistakes while creating your product, such as submitting the wrong image or placing/rotating your design incorrectly in our image editor, we will make it right.
  • 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 reprint or address change will not be covered by Gooten.
  • The tracking shows your order was delivered to the correct address, but it hasn't arrived yet.

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.

Please note that 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 the customer has not received: we do not accept responsibility for replacement costs. If the order is marked as delivered to the correct address, but the end customer reports it wasn't received, 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 be eligible to return an order.

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

You, as Aser, can use your address on one return if it's your address. You can decide how to handle the returned item through this process. In this scenario, returned packages are only applied to US return addresses. 

We're not able to issue refunds for 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 a discount policy

Gooten does not offer bulk discounts on either products or shipping costs. We don't 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 you. Are you comfortable proceeding? Please send ovemail partnersupport@gooten.comU quantity, destination, and preferred shipping method to partnersupport@gooten.com so we can provide the relevant details and guide you through the process. 

Custom Packaging Request Policy

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

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