FAQ

Order Changes & Cancellations

Cancel an order

If your order has not yet been fulfilled, we can cancel your order and process a complete refund to your original payment method. If you have any issues, please contact us.

We unfortunately cannot cancel orders once they have shipped. You may want information on a return instead.

If your order has not yet shipped and you need to correct or alter your shipping address, you can use our Customer Service Portal to make this update! If you have any issues, you can contact us by email for more help.

In most cases it's not necessary to cancel an order to change the shipping address. This may only be necessary in the case of very wrong addresses, for example if the country is wrong so you've ended up with domestic shipping instead of international.

Change an order's billing address, or billing method
We cannot change the billing address or billing method once your order is placed. If there's a small error in your billing address but the payment has cleared, no need to worry! Everything should be good.

Remove items from an order
If your order has not yet shipped and you need to remove an item (or items), but don't want to cancel the whole thing, please contact us via email, we will help.

Add items to an order

Unfortunately we cannot add items to an order once it has been placed. You'll need to place a separate order, or we can cancel your order so you can place a new single order with everything you'd like included. If you need to cancel your order for this reason, just contact us for further assistance.

Combine two or more orders
Unfortunately due to technical limitations we cannot combine multiple orders placed separately on our site. However, we can shipp your order together cancel your multiple orders so you can place a new single order with all items included, if none of your orders have shipped yet. Contact us for assistance!

I had a problem with my billing information my order was not completed successfully, but there's a charge on my bank account!
Sorry to hear that! If your order was not completed successfully and you were not provided with an order number, it's likely that payment has not been collected and what you're seeing on your statement is an authorization hold . This should expire and be refunded to your account after a few days. This typically happens when an order fails completely due to payment problems, but you may sometimes see an additional authorization hold if you make an initial failed payment attempt with one payment method followed by a successful payment through a different method.

Here's how to place an order if your billing and shipping addresses are different:

During the checkout process under “Billing address”, there are two options to pick from. The default option is “Same as shipping address”, and the other option is “Use a different billing address”. What you’ll need to do is select the “Use a different billing address” option, and then enter the billing address that is associated with your credit card. Please note that the billing address is only used for payment authorization, and the shipping address is where your items will actually be sent to. 
If you did receive an order number and have been charged, but have not received an order confirmation email, it's possible you're having trouble receiving our emails or you may have input the wrong email address during checkout. If your order confirmation isn't hiding in a spam folder, please feel free to contact us with your order number so we can make sure your contact information is correct.

I emailed for support, but I haven't received a response yet?
Googoods doesn't outsource our customer service, and our team is small, so during busy periods it may take some time to get a response. We appreciate your patience! The auto-reply you get when you email us should let you know what our current expected response time is.