Returns & Refunds Policy
We want every order to arrive as expected. This policy explains return eligibility, non-returnable categories, refund timelines, and how to request support.
1. Standard Return Window
Eligible items may be returned within 30 calendar days from the delivery date, unless a different period is required by applicable law.
2. Eligibility Conditions
To qualify for return approval:
- Item must be unused, unwashed, and in original condition.
- Original tags, labels, and packaging should be included where possible.
- Proof of purchase is required (order number, receipt, or account email).
- Return request must be submitted before the policy window expires.
3. Non-Returnable or Restricted Items
| Category | Return Status | Notes |
|---|---|---|
| Personalized products | Generally non-returnable | Unless damaged, defective, or produced with verified personalization error. |
| Final sale / clearance | Non-returnable | Marked at checkout or product page. |
| Gift cards | Non-returnable | Cannot be redeemed for cash except where required by law. |
| Hygiene-sensitive items | Restricted | Accepted only if unopened and in resalable condition. |
4. Damaged, Defective, or Incorrect Orders
If an item arrives damaged, defective, or materially different from what was ordered, contact support within 7 days of delivery with:
- Order number
- Clear photos of the packaging and item condition
- A brief description of the issue
We may provide replacement, partial refund, full refund, or store credit depending on stock and issue type.
5. Return Process
- Submit a return request via
support@gooberrailroad.com. - Wait for return approval and return instructions.
- Pack item securely with the approved return reference.
- Ship by trackable method if customer-paid return shipping applies.
- Refund is initiated after inspection confirms eligibility.
6. Return Shipping Fees
- Customer-paid returns: change-of-mind returns where item is not defective.
- Merchant-paid returns: confirmed defective, damaged, or incorrect item.
Original shipping charges are non-refundable unless the return is due to our fulfillment error or legal obligations require otherwise.
7. Refund Method and Timeline
Approved refunds are issued to the original payment method where possible.
- Inspection period: 2-5 business days after warehouse receipt.
- Refund processing: 1-3 business days after approval.
- Bank/card posting: typically 3-10 business days (provider dependent).
8. Exchange Policy
Direct exchanges may be available for size or variant changes where inventory permits. If exchange stock is unavailable, we may process a refund and request a new order placement.
9. Late or Missing Refunds
If your refund appears delayed, please check:
- Bank or card statement for pending transactions
- Payment method used at checkout
- Email for refund confirmation notices
If still unresolved after 10 business days, contact support with your order ID and return tracking.
10. Chargebacks and Disputes
Before opening a chargeback, please contact support first so we can resolve the issue quickly. Filing an unjustified chargeback after receiving a valid refund may delay resolution and trigger additional verification steps.
11. International Returns
If you purchased from outside the United States, return eligibility may still apply depending on item type and local consumer protections.
- Customs documentation may be required for returns. Keep all paperwork until the return is completed.
- Return shipping fees are typically the customer’s responsibility for change-of-mind returns unless we approve otherwise.
- Refunds may be processed after the returned item clears inspection and eligibility verification.
12. Frequently Asked Questions
Can I return multiple items from the same order together?
Yes. If you have approval for multiple items, you can usually ship them in one package. Please include the return reference so we can match your shipment to the correct order.
What if the item is slightly used?
We may decline or reduce refund eligibility if items show wear beyond what is needed to evaluate them (for example, missing tags, strong odors, or staining). For personalized products, eligibility is more limited unless a verified defect or production error exists.
Do you provide return labels?
Where required, we may provide return instructions or labels. Availability can depend on your location and return reason (defect vs. change of mind). Always follow the instructions provided in the approval email.
How will I receive my refund?
Refunds are generally issued to the original payment method. The timing may vary depending on your bank, card provider, or wallet processor.
13. Contact for Returns
- Email:
returns@gooberrailroad.com - Support:
support@gooberrailroad.com - Address:
Goober Railroad, 405 Market St, Suite 1200, San Francisco, CA 94105, United States - Business hours:
Mon-Fri 9:00-18:00 PT (Pacific Time)