FAQ & SHIPPING FAQ
Gooheart partners with global merchants and works very closely with skilled jewelry tradesmen in order to provide you with the absolute best prices you will find anywhere
while our printing facility in Chatsworth, California takes care of all our printed merchandise.
Our partners are located throughout different parts of the world including India, China, Japan, Dubai, and many more. Our unique business model and established relationships with
our global partners have given us access to jewelry and accessories (the exact same pieces you find available at high-end boutiques and department stores) at phenomenally low
prices and we pass these steep discounts we have earned along to you - our valued customer
Because we ship directly from our partners' facilities from various countries throughout the world, your purchase(s) may take between 2-4 weeks to arrive, certain countries
may take a little longer. In addition, tracking number is sent via auto email and it may take a few days for logistic company to update the information. Don't worry if the link
did not work right away, it is normal. Rest assured you're in good hands and all of your purchases with us are backed by our 100% satisfaction guarantee.
- Which currency do we use?
- All products are charged in USD. We have a conversion tool to show in your local currency for your reference, the actual conversion rate is based on your card issuer.
- Do you ship to my country?
- We offer Worldwide Shipping for most of our orders (unless specified on the product page) so it's very likely we can ship to your country including UK, Ireland, New Zealand, Australia, Europe, Canada, Philippines, Malaysia, and morel.
Certain part countries e.g. Philippines, Malaysia, South Africa etc.. packages may be delivered to local post office (Phlpost, SApost instead of home address. In this case, you need to pick up your package personally at your local post office. This is due to local practice)
Please email us for more information email@example.com
- When will my items be shipped?
To estimate when you can expect your order, please refer to the timeframe below.
In addition, if your order is personalized and/or needs adjustment, it may take a few days for our designer to create a complete art file. Design time will depend on adjustment (more or less, easy or difficult) can be from 1-5 days or more.
ESTIMATED TIME OF ARRIVAL (Production + Shipping time)
4 - 6 days
7 - 14 days
7 - 14 days
7 - 21 days
6 - 8 days
7 - 14 days
- My debit or credit card has been declined?
- If you are unable to complete your purchase due to declined from your credit card, the easiest way is to use another card. Unfortunately we only get notify by our payment gateway but we cannot see additional information, please contact your bank for more information or notify them to accept Stripe as payment gateway.
- From our experience there is a higher decline rate for visa/ master debit card or prepaid credit card for number of reasons:
- Does not support online purchase
- Transaction amount
- Issuer bank blocked suspicious payment
- Insufficient Funds
- Does not support overseas merchant
- Can my order be shipped faster?
- At this time, we only have standard shipping and the shipping times will vary depending on what products you ordered.
- Express shipping is available on selected items please email us for more information firstname.lastname@example.org
- For more information on the shipping times, please refer to "How long does it take for an order to arrive" above.
- Please note: we have received plenty of requests from our happy customers that want faster shipping options and it's currently in the works! Once it's effective in the store
- we'll let you know - we'll keep you posted!
Can I change my shipping address after I place my order?
- For change of shipping address after your order has been placed, please let us know ASAP so we can make the change. We cannot guarantee that the address will be updated in time before your item is shipped so please give us the information as soon as possible. We will do our best to accommodate you. If item has been ship customer will be liable to pay for item and have it ship to correct address.
It's been over 6+ weeks and I have not received my order yet. What should I do now?
- If you have not received your order within the time frame given for your order (see 'How long does it take for an order to arrive' above for more information), please contact us and we will look further into your order immediately.
- A few examples for why orders may take longer to arrive to your shipping address:
- incorrect shipping address was entered when the order was originally placed
- there was an issue with customs which causes a slight delay
- Please contact us if you haven't received your order within the timeframe given. We'll take care of you so rest assured!
- Can I have a tracking number?
- Tracking number will be send automatically upon dispatch, please allow a few days for logistic company to update the information. Don't worry if the link did not work after you receive it, it is normal. Unfortunately our global suppliers from our global warehouses do not always provide tracking numbers on discounted/ free items. Please email: email@example.com
- I ordered 2+ items, but only received one... where's my order?
- We have a large assortment of products not stocked in-house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once. . .they are on the way
- Why have I not received any order confirmation details?
- 0 Most times this is because our customers have accidentally entered their email information incorrectly, as order confirmation is sent automatically upon payment. If you believe you may have entered your email incorrectly please contact us and we will fix it for you.
- What is your return policy?
- If an item doesn’t arrive or doesn't match the description, and your payment is eligible, we’ll reimburse the full cost of eligible purchases paid, excluding shipping costs. Customer will be liable for return shipping cost, some case return item may require tracking information.
- We do not offer refund or exchange for sale item(s). Please choose your item carefully.
- Damaged/ defective items must be returned in the original condition they were received in with all the accompanying accessories. You must provide us an image of the item and email us at firstname.lastname@example.org for replacement.
- We offer 7 days guarantee after item has been delivered for replacement. Please contact us with image provided.
- Do NOT send item back to the sender addressed indicated on the package. Please email us for a returning address. Tracking is required for returning item(s).
- Item has been delivered to mailbox or delivered in that are stolen?
- We are not responsible for item(s) being misplaced/ stolen after delivered (E.g. after delivered mailbox). We will ensure item is delivered to your address according to information provided by the logistic company. Customer will be liable for the shipping cost if replacement item is needed.
- Can I exchange for another item?
- We can only exchange for another product If your order has not been processed/ ship out by our supplier(s).
- Certain items e.g.t-shirt are process automatically upon order confirmation in this case we cannot exchange for another item.
- Each supplier will have different terms and conditions. Please contact us via email at email@example.com
- Exchanges does not apply to sale item.
- How do I contact you?
- If you have any questions that are not on this FAQ page, please email us at firstname.lastname@example.org Where we will promptly get back to you.
- Our customer service team works Monday through Friday. We respond to inquiries within 24 hours. Except holiday