The Free Shipping Decision and Its Risks

When you finalize your order, choosing the FREE SHIPPING (Without Tracking) method carries a specific consequence you should understand. By selecting this option, you take on the risk of the package not reaching you. Goodwren will only generate a Proof of Shipping. No tracking information is available to follow the package’s route. If the order fails to arrive, the responsibility for that loss is yours.

When Your Order Doesn't Arrive

There is a clear resolution path if a package shipped without tracking goes missing. After 60 days have passed from the ship date with no delivery, the situation is automatically escalated. At that point, Goodwren issues a full refund for the non-delivered order.

Our Strong Recommendation for Orders Over $75

For any single transaction where the total value exceeds $75, we strongly advise against the free option. Instead, choose STANDARD SHIPPING (With Tracking). This method gives you the ability to monitor the delivery progress from our facility to your address, removing the uncertainty of a blind shipment.

Products That Can't Be Sent Back

Before you start a return, you need to confirm two things: where you bought the item and what condition it’s in. Returns are only handled for purchases made directly on our site, https://www.goodwren.com/. If you bought a Goodwren product from an authorized retailer, you must go back to that store for a return.

Several categories of items are strictly non-returnable. These include:

• Items obtained through third-party retailers.
• Products purchased in error by the customer.
• Items damaged due to customer mishandling.

Personalized products are a final sale. Under no circumstances can a customized item be refunded or exchanged. Furthermore, any return attempted without a receipt may be refused outright. Goodwren reserves the right to deny any return.

How to Return a Product You Don't Want

If you’ve simply changed your mind, you have a 45-day window starting from the date of receipt to act. The product itself must be in a resalable state. This means it needs to be unused, in its original condition, and inside the original packaging with every accessory, manual, and piece of documentation accounted for. Any evidence of wear or damage—such as stains, folded cards, broken seals, or torn plastic foiling—makes the item ineligible for a refund or exchange.

To begin the process, you need to send your order number and the specific reason for the return. Our support team will review the information and, if the return is approved, provide you with the next steps to follow.

What to Do If You Received a Damaged or Wrong Item

Opening a package to find a faulty, incorrect, or unsatisfactory product requires a different set of actions from you. To validate the problem and authorize a resolution, visual proof is mandatory. You must gather and provide the following five pieces of information:

• Order number
• Proof of purchase
• Video or photo of the faulty product
• Complete delivery address
• Contact telephone number

Without this evidence, particularly the video or photo documenting the defect, we cannot process a refund or replacement for the item.

How Refunds Are Calculated and When You'll Get Them

After your returned package arrives at our facility, the inspection and processing phase can take up to 14 business days. You will receive a confirmation email once this is finished. The amount you get back depends entirely on the item’s condition. A defective product qualifies for a full refund. For a non-defective item being returned, all shipping and handling fees are deducted from the total.

Money is always sent back to the original form of payment. For credit or debit card purchases, the funds are transmitted to your card-issuing bank within 14 business days of us receiving the returned item or processing a cancellation. If you don’t see the credit on your statement after that time, the delay is likely with your bank, and you should contact them directly.

Canceling an Order After It's Placed

A cancellation request must be made immediately, and you must include your order number and the change you want. A fee of 30% of the Total Price is applied to any cancellation. This charge is unavoidable, even if you request the cancellation just a second after submitting the order, because merchant processor fees are non-recoverable. Once an order moves into the packing or shipping phase, it is no longer possible to cancel it.

Getting the Address to Ship Your Return

The physical return address is not listed publicly. To obtain the correct shipping destination for your return, you must contact customer service directly. Reach out to lechenghe455@gmail.com, and the team will provide the address you need.