If something is wrong with an order that is being fulfilled by Goosii.com, we certainly want to help you. Please read the information below for more on how to proceed.
You may return most items sold by Goosii.com within 14 days of delivery for refund or in-store credit.
Return Policy Note: Most of our competitors don’t even allow returns so we try to be more flexible in this regard. Doing so requires us to make sure this return period is right so we can get the product back in a resellable condition. Damage can easily occur to our delicate natural products and once it is out of our hands, we can’t control the conditions that our products experience such as: Moisture, bugs, animals, etc.
Due to this we cannot accept returned items after 14 days of receipt of product as reported by the shipping carrier. If product is returned after that time, we will notify you and hold it for 7 days for your decision to pay for its return to you or allow us to discard it. Please note that we are unable to exchange items. If you received a damaged, defective, missing, or incorrect item you must take the Steps for return below within the required time. Return shipping costs are the customers cost unless we shipped out the incorrect product. Product Note: With all natural items we sell color and shape will not likely match the website picture exactly. The is normal and they naturally vary and do not constitute an incorrect product. This will be determined on a case-by-case basis and if the product you received is within the normal range of what we get and ship to other customers it will be your responsibility for the return.
All returns must be pre-approved and be given a Return Authorization Number (RAN) and correct return address to be accepted. Orders without this number will be refused and customer will have to pay shipping charges to receive them back. Please contact us within the 14 days return period to request a RAN number. This RAN number must be included on and in the shipment to allow us to accept your return. After 14 days any order returned will be refused, or upon approval, eligible for 50% in store credit of product value minus shipping charges and fees.
Steps for return – If for some reason you would like to return your order and it is within 5 business days you must:
Email us within 5 business days of receiving your package to get a Return Authorization Number (RAN). We will most likely ask for pictures of the product and the box it shipped in so retain these until this process is complete.
Package only original unopened product well to prevent damage to the item(s). Any product not received in original condition will be refused.
Ship product back to us within 5 business days of receiving RAN with RAN clearly marked on box and on inside paperwork.
Product must be returned within 14 days of receipt of your package, or it will not be eligible for refund.
Make sure to retain copies of Tracking numbers used to return as we cannot look these up.
Once received returns will be processed within 7 business days of receipt and credit applied to method used such as: Credit Card, PayPal, or in store Credit.
Steps for a damaged product – If for some reason your package is damaged, and it is within 5 business days you must:
Let the carrier know if you sign for the package. If the damage is bad enough then you will need to refuse it because of the damage.
Email us immediately after receiving your package and notify us of the damage so we can get a damage claim started with the shipping carrier. This will help get the situation resolved with you as soon as possible.
Please take pictures of the damaged product and box as we will ask for these upon reviewing your damage claim email.
Keep original packing box and material until this process is complete.
Be aware that the carrier may want to come and inspect the damage product and box before approving of the claim so we will need you to please provide us with good contact info for you in the chance they need to inspect the package and product.
We also may ask you to return the items to us for inspection. If your items are not shipped within 5 business days of this request the issue will be closed and refund refused.
Make sure to retain copies of Tracking numbers used to return as we cannot look these up.
Once received returns will be processed within 7 business days of receipt and credit applied to method used such as: Credit Card, PayPal, or in store Credit.
If your item is found to be damaged beyond our normal acceptable product condition, we will take care of the issue with replacement or discount to compensate for the issue.
Most of our products are completely natural or are made from natural products. As such we do our best to control nature and keep quality high but many of our dried natural products are meant to shed, break, or blow naturally. We will do our best to educate you if you ask about a particular product but each one is different and you as the customer are ultimately responsible for the shedding, breakage, or other problems these natural tendencies can cause once it is ordered. Please contact us with pictures if you feel your product is beyond normal variances and we will be happy to review these with you.
Refunds will only be made to payment method used during the transaction. For example, a credit card or debit card transaction can only be refunded to the card that was used during the transaction. If you used a check or money order, we can only offer you in store credit 60-90 days after the funds have cleared our bank account. If the original payment method cannot be refunded for some reason, then in-store credit will be given.
A restocking fee of 15-30% may apply to returned orders.
A cancellation and restocking fee of 15-20% may apply to all orders that are packaged or being packaged even if not shipped.
We cannot accept returns of certain items, including:
Part cases or bulk discounted orders
Any item that indicates that this item is not returnable on their product detail page.
Any item 27 inches or larger.
Any product missing the serial number or UPC or other packaging.
Some dried plant products are not returnable such as Poppy Pods.
Any item that is painted or customized in any way.
Any item that is fresh or can spoil in any way.
Any item that is sold as clearance, overstock, or super low price sale item.
In addition, we will only issue partial refunds for the return of certain items, including:
Any item that is returned more than 14 days after delivery.
Any book that has obvious signs of use.
Any product that shows signs of use or damage.
Any item that is not in its original condition, is damaged, or is missing parts.
Cancellation Details and Frequently asked Questions:
Do you need to cancel or change an order that has not yet entered the shipping process? Everything you need to know is right here.
Once an order has shipped it cannot be cancelled.
An order isn’t cancelled until we confirm that we are able to cancel it for you. Communication with us the desire to cancel an order does not guarantee we can cancel it. If an order is not confirmed cancelled by us prior to them shipping out, then the order will need to go through the normal returns process for refund.
Returns Details and Frequently asked Questions:
Refusing a shipment. UPS and other carriers will bill us twice for refused shipments. This will double the shipping charges and you may end up being billed for more shipping charges than the order was originally even if you had free shipping. These extra shipping charges will not be refunded unless it was our fault because the package was not sent as ordered. Please contact us before you refuse a shipment.
Weather or other carrier delays. No one can control the weather and if a package is delayed and does meet a deadline because of weather it is essentially no one’s fault. It can still be returned but shipping charges will not be refunded as we do not guarantee the weather, or any natural occurrence will not cause delays. Please order early as these delays happen all the time, especially in winter.
Need further assistance? E-mail us. Please include as much information as possible, such as pictures, the nature of the defect or damage or the name of any missing items.
Shipping Notes:
Returned orders will not be credited shipping costs unless approved.
Free Shipping is a discount that we apply to your order as long as you keep it. If you return an item that lowers your order below our free shipping promotion or if you return more than 25% of your order that you received with a free shipping promotion, then your refund will not include the shipping costs of those items to you. The shipping amount will be determined by the website shipping calculator or direct quote from the carrier. Whichever is more.
Purchase Orders
We reserve the right to charge to charge a fee for purchase orders because of the extra work involved with this service. Usually this is 15% or $10 per purchase order whichever is greater with a $50 minimum order amount before shipping. We also reserve the right to charge a fee for cancellation of a purchase order that has not shipped but is still being processed up to 50% of the order. All purchase orders need to be paid within 30 days of their being shipped. Failure to pay within this can result in a late fee of 15% for an additional 30 days. After 60 days the late fee will be 30% plus collection costs.