FAQs
Shipping & Delivery FAQs
1. WHERE MY PARCEL SHIPS FROM?
GOOGOOUTELET‘commodity are shipped from Hongkong, China mainland, the US, depending on the proximity to your location and the warehouse inventory. We strive to get your items to you as soon as possible, and as a result, you may receive more than one package for your order.
2.ORDER DISCREPANCIES AND DAMAGES
If you find a mistake with your order, please contact GOOGOOUTELT customer service immediately. Discrepancies or damages should be reported within 30 days of ordering so we can research and review the issue in a timely manner.
3.WHO DO I CONTACT ABOUT MY ONLINE ORDER?
Customer Service hours are Monday through Sunday 7 AM to 10 PM EST.
4. COST OF SHIPPING
- Standard shipping is free when you spend $100
- If you spend less than $100, a $29 shipping fee will be charged
- Expedited Shipping Costs ：United States, European unification $29
- Express free shipping amount on order 200$
- Worldwide shipping charges may vary from countries and the package weight, you will see the exact shipping rate at checkout page.
- Still Need Help? Contact Customer Service
5. WHEN WILL I RECEIVE MY SHIPMENT?
Standard： takes 12-17 days
Express ：takes 7-12 business days
Standard delivery timeframes do not apply to APO/FPO/DPO, Alaska, Hawaii, and Puerto Rico shipments. These shipments can take up to 5 additional days.
6. WHO DO I CONTACT ABOUT SHIPPING ISSUES
Due to the impact of COVID-19, there may be a delay in the processing and shipping of some orders. Thank you in advance for your patience.
Still Need Help? Contact Customer Service
7.WHAT SHIPPING CARRIERS DO YOU USE?
USPS/ UPS/DHL/FedEx
8. ORDER DISREPANCIES
If you find a mistake with your order, or if you fail to receive it within the expected shipping time, please contact Kirkland’s Home customer service immediately. Please report any item discrepancy or damage within 30 days of ordering so we can research and review the issue in a timely manner.
9.WHERE IS MY PACKAGE?
If your tracking information hasn't been updated recently, don't worry. Please allow between 1-2 Business Days for your tracking number to update once you receive your tracking number by email, your package is still on the way.
GOOGOOUTLET does not claim any responsibility for lost or stolen packages. Once the carrier shows a package has been 'delivered', complaints should be directed to the carrier. Please reference the tracking number that was emailed to you in your shipment confirmation. Please contact us immediately if you need more help.
10.FIND A MISSING PACKAGE?
If the tracking information for your package confirms delivery and you cannot locate the delivered package:
1.Look around the delivery location
2.Check for notice of attempted delivery
3.Contact the carrier
4.Contact Customer Service Assist In Finding
ORDER AND PAYMENT
1. WHEN WILL MY ORDER SHIP?
Orders usually will be shipped within 1-2 business days, custom products take about 5- 7 business days (Holiday not included). A confirmation email with the tracking number will be sent to your email once your order is shipped.
2. WHAT ARE THE PAYMENT TERMS?
We accept various payment methods, you can refer to the payment method icons on the bottom of our website. 100% secure payment.
3. CAN I CANCEL/ EDIT MY ORDER?
Only unshipped orders may be cancelled. Please contact us with your special instructions as soon as possible within 12 hours when order is placed. We can not edit or cancel the order once it’s in transit.
4. IS MY INFORMATION SECURE?
Absolutely! You’re safe to shop with us. Our Secure Software (SSL) is the industry standard and among the best software available today for secure commerce transactions. It encrypts your credit card number so that it cannot be read as the information travels over the Internet.
5. I PLACED AN ORDER BUT HAVEN'T SEEN ANY MOVEMENT, WHAT'S GOING ON?
Most orders leave our Distribution Center within 48 business hours after the order is placed (excluding Saturdays, Sundays, and holidays).
Please refer to our full Shipping page for current processing times and available shipping methods. Note: In-transit times are separate from processing times and are subject to change during the holiday season.
6. WHAT SHOULD I DO IF I RECEIVED A DAMAGED ITEM?
Our service team will assist you with the issues. Please take pictures of the item you received in order to proceed with a replacement.
7. MISSING ITEM FROM MY ORDER?
Please double-check your order details on your order confirmation to make sure you ordered this item. (Note: some items may ship separately, you will receive the shipment emails if your order was shipped more than 1 package)
8. CUSTOMS AND TARIFF (Customs/Tariff fees are Not Included)
We usually mark it as a gift to reduce the possibility of being stopped by your local custom)
Customs may hold packages (rarely), Please contact your local customs ASAP with provided tracking details if that happens ( We Would Send Tracking Infomation to Your Email When Your Order Shipped)
RETURN & REFUND
1.RETURNS (IF APPLICABLE)
If your item arrives damaged or defective, please email us a clear picture or video of the damaged item with your order number within 14 days of delivery. Upon receipt of your information, it will take us 3 business days to file a claim with the carrier, and we will arrange a new replacement or refund.
To return a product for a non-quality issue, we would require you to pay the shipping fee for the return. Besides, you will be charged a 20% restocking fee based on the product's retail price. Once you have returned the product and after it has been fully inspected by us, we will refund your purchase price, excluding the 20% restocking fee.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
2.REFUND AND EXCHANGES
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
If your item arrives damaged or defective, please email us a clear picture or video of the damaged item with your order number within 14 days of delivery. Upon receipt of your information, it will take us 3 business days to file a claim with the carrier, and we will arrange a new replacement or refund.
To return a product for a non-quality issue, we would require you to pay the shipping fee for the return. Besides, you will be charged a 20% restocking fee based on the retail price of the product. Once you have returned the product and after it has been fully inspected by us, we will refund your purchase price, excluding the 20% restocking fee.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags or labels, and in its original packaging. You’ll also need to provide a receipt or proof of purchase.
3.DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item so that we can evaluate the issue and make it right.
4. EXCHANGES(IF APPLICABLE)
You can exchange it for a new one if the product you received has any quality problems or damage in 30 days. Please take a photo to show our support staff the problems. We will give a response in time and solve your problem. The returned product must be unused and in the original packaging. Upon receiving the returned item, we may send a new one or refund.