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  2. COVID-19 & Production Timing

Covid-19 Customer Service Guide

The Gooten team aims to make working with us as easy and as transparent as possible.

Start with the Knowledge Base

If you’re new to using Gooten, we recommend that you start by reading through our Knowledge Base. It contains a wealth of information and is the fastest source of answers to common questions. 

Customer Service Best Practices

Our average response time is currently 5 business days, due to the high number of requests we are receiving daily.  To best expedite your request please use the following best practices: 

  • Please contact us only once per order. 
  • Please be detailed in your request: If you are reporting an order issue, include the order ID, description of the issue, and a photo of the received product (if a product is in any way faulty). In case you or your customer want a refund for the product instead of a replacement, please note that in your request, so that we can make up for the issue as soon as we reply.  
  • Check your inbox or spam/junk folder.  If your order was placed on hold, and you are not sure why we likely tried getting in touch with you. We never put orders on hold without notifying our partners. 
  • Regularly check our Status Updates page. 
  • For all order, shipping, or replacement item questions click here.
  • For all other questions not related to orders: click here.

Partner Support's office hours are 3 am to 5 pm  EST, seven days a week. 

Helpful Resources: