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NOTE - SHIPPPING TIME
Record-breaking e-commerce orders, COVID-19 closures and weather events may cause package delays. The COVID-19 pandemic has created record-breaking shipment volumes. As more people shop online to avoid crowds in stores, those numbers have grown even more. This has created shipping volumes that are taxing logistics networks nationwide, which may cause delays. At this time all carriers have suspended their money-back guarantee for all services effective immediately until further notice.
Please allow additional time for tracking updates and delivery of your shipment.
What shipping methods are available and how much do they cost?
For your convenience, we ship via FedEx, DHL & USPS. The store is plugged directly into the shipping provider's shipping calculator, the rates for which are based on your location, package weight, and package dimensions. To calculate the cost of shipping for your order, put in your ZIP code during checkout and click continue.
How do I track my order?
After you place your order, an automatic confirmation email is sent to you. This email contains your order number. For an updated order status, please email this order number to email@example.com. We will respond with your order’s status (in production, in transit, etc.) within one business day.
We are excited to get your product(s) to you! We strive to ship all orders within 1-3 business days. A tracking number will be emailed to you at the time of shipment.
Do you ship internationally?
Yes, we do! Note: We do not currently ship to the UK.
IMPORTANT NOTE FOR INTERNATIONAL CUSTOMERS: Depending on your delivery location and order size, your order might be subject to import taxes imposed by the country of delivery. If your country does have taxes on imports, these import taxes are not covered by the postage charge on your order, and you will be required to pay them to receive your package. Customs policies vary widely from country to country and we recommend contacting your local customs office for further information.
If you do get charged an additional fee, the carrier will expect payment at the time of delivery. If you refuse the shipment because of these charges, or if an order is rejected by customs due to item restrictions, or if the order is returned because the local post is unable to locate your address, the return shipping cost and any duties associated with it will be deducted from your refund once the package is returned and processed by our warehouse. Please note that packages returned by customs can sometimes take a very long time to return, and in extreme circumstances can take as long as one year.
All international orders will ship within 3-5 business days. A tracking number will be emailed to you at the time of shipment.
How can I make a change to my order?
If you made a mistake on your order or would just like to change something, please call or email us right away at firstname.lastname@example.org / 800.521.2462. If your order has not yet been shipped, we may be able to make the change for you. Please include The Good Guys Store order number, the name the order was placed under, the email address used for the order, and what you would like changed. We will respond right away to confirm whether the change is possible.
What if I received the wrong or defective product(s)?
If you received the wrong product(s) or the product(s) received are defective, please contact us at email@example.com with your order number and a specific explanation of the issue. We will jump right on it and take care of everything for you! Please do NOT ship your order back without contacting firstname.lastname@example.org and providing the return information we’ll give to you.
What if I want to return product(s)?
Please email email@example.com or call 800-521-2462
If you plan to return your item, do NOT remove the hang tag from the garment. To receive return instructions for your order, please email firstname.lastname@example.org with your order number. As long as the order was delivered within 30 days and tags are still on we will provide a return label via email. The return must be received within 2 weeks of sending the label. Once the product(s) are received we will process a refund less shipping costs.
How do I exchange an item I purchased?
Unfortunately we do not do exchanges at this time. You will need to send back for refund (see Return instructions) and place a new order.
Returns and Exchanges for International Orders
All SALES ARE FINAL for orders shipped outside the US and may not be returned or exchanged.
All SALES ARE FINAL for clearance items and they may not be returned. No price adjustments will be given on prior sales or sales that begin after your order was placed.