Refund Policy

 

By purchasing something from this site, you engage in our “Service” and agree with the following policies.

 

Shipping 

[Order Processing Time]

Most orders have 5 ~ 10 business days processing time. To ensure the quality of our products, the processing time may be more than 10 business days. The processing time of 5 business days apply to most products but not all products on our site. You can learn about each product's processing time from its product description.

For shipping address in Australia and New Zealand, please kindly expect 5 ~ 7 business days before your TNT tracking number becomes trackable on TNT.com as it does take the courier this amount of time to update shipment in their system during this unstable pandemic worldwide.

 

[Pre-orders]

Pre-order items can not be canceled by customer, please respect the time we spent on packing each order. Pre-order items will be shipped by the timeline we specified on the product page. Pre-order items may be cancelled under the following circumstances.

 

• Unverified Payment
• Insufficient Shipping Information
• Item Sold Out or Unavailable

 

[Shipping Partner]

Please be advised that as customer, you will not be able to assign the shipping company we use to ship your order 

 

 

[Shipping Period]

- US & Canada 

> Standard Shipping: 10 ~ 14 business days excluding handling time stated on the product description

> Express Shipping: 4 ~ 7 Business Days Excluding Handling Time

- Rest Of The World

> Standard Shipping: 14 ~ 18 business days excluding handling time stated on the product description

 

[Package Not Received]

If you claim that you have not received your order when the tracking states package delivered, we will provide you with the contact information of the shipping company. You will need to contact the shipping company to obtain proof of package lost. After we receive the proof of package lost document from you, we can either refund your order in full or send you a replacement to a different address. 

 

Returns

 

[Eligibility]

Our policy lasts 14 days. If 14 days have gone by since your order is delivered, unfortunately we can’t offer you a refund or exchange. （Return period has been extended to 28 days during COVID 19 Pandemic)

 

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.

 

There are certain situations where only partial refunds are granted (if applicable) We can only refund 70% of the total amount if the following return reasons are provided by the customers. 

 

- Customer ordered wrong size, wrong color, wrong item.

- Customer received order late due to customer's own mistake or situation. 

- Customer fail to read product description carefully and ordered the wrong item.

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 ~ 14 business days.

 

[Defective / Damaged Item]

If you have received damaged or defective product, you may not need to return the product for refund, however we would need a picture of the defective product you have received for review within 7 days of your receipt. We will determine whether or not you are eligible for the refund depending on the proof you provide us. 

 

[Tracking Status Is Not Updating]

You may send us a refund request if you have not received your order 14 business days later than the shipping period we promised on the shipping method you selected for your order. 

 

[Product Not As Expected ]

Please note, if you as a buyer fail to read our product description and claim the product is not what you expected, we will still authorize your return request; however you will be responsible for the return shipping cost and the initial shipping cost we had paid for delivering this product. In other words, you will not receive full refund for this order. And you must return the product for a refund. 

 

No Refund Policy

We will not issue any refund under the following circumstances.

• Invalid/ wrong shipping information
• Customer can not be reached by destination country's border agency regarding tax information
• Refused delivery or Multiple unsuccessful delivery attempts 
• Shipment delivered with Proof of Delivery Document
• Unreachable contact number
• Receiver moved to a new address
• Returned order without prior notice
• Buyer returned washed or damaged items
• Returned package not received by us
• Buyer failed to take picture of defective item(s) within 7 days of receipt 

 

Late or missing refunds (if applicable)

20% Late Shipment Refund may be applied after verification (excluding conditions like missed delivery attempt, inaccurate address information, receiver unreachable, refused delivery and packages left without signature) 

If you haven’t received a refund yet, first check your bank account again. 

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of these and you still have not received your refund yet, please contact us at support@gothgf.ca.

 

 

Exchanges (if applicable) 

Please send us an email at support@gothgf.ca for your exchange request.

 

 

Return Shipping Instruction 

Please email us for your return request, we will send you the return instruction. Please kindly note, we do not provide return label.

To receive refund for your return order. You will be responsible for paying for your own shipping costs for returning your item. We will not disburse your return shipping cost in any situation. If you have received damaged or defective product, you may not need to return the product for refund, however we will need you to take a picture of the defective product you have received and send us for review. We will determine whether or not you are eligible for the refund depending on the proof you provide us.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You must use a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item if you use non-tracking shipping service. 

 

Chargebacks/ Credit card disputes 

Kindly be advised that we maintain a zero-tolerance policy regarding chargebacks or credit card disputes. Should you choose to dispute the payment for your order with your credit card company, you will assume responsibility for all associated service charges imposed by our payment provider. Failure to settle the service fees may result in the engagement of a debt collection agency, and legal action, such as filing a lawsuit, may be pursued against you.

In the event we are unable to collect the chargeback fee promptly, a monthly interest rate of 10% will be applied.