Shipping, Cancellation & Returns Policy
Shipping Policy:
We offer FREE Shipping on all orders delivered by FedEx Ground, FedEx Freight or the most affordable available provider. The shipping carrier will deliver your order curbside. The carrier will NOT deliver into your home, garage, kitchen or elsewhere. If necessary, please arrange assistance to receive your order.
If the destination address is deemed undeliverable by the carrier, the customer may incur additional charges for alternative methods of delivery.
We do not ship to PO Boxes. Full insurance is included in all shipments.
Tracking number(s) will be provided by the email provided 2-4 business days* after the date of the order is placed and after which:
- Items shipped FedEx Ground will take 4-6 business days* after processing date.
- Items shipped FedEx Freight (or other LTL provider) will take 4-12 business days* after processing date
- Products have a delivery time between 8-15 business days after the order date
These are general guidelines and shipping time may vary based on final destination, items ordered and other logistical factors.
If an item is shipped, and we are notified that the order is cancelled or refused, there will be a 20% restocking/shipping fee
* LTL Shipments:
Large and heavy items such as ranges, Sofa , or items exceeding 155 pounds will ship via LTL (less-than-truckload) shipment. The carrier will call to schedule a delivery appointment, and a person must be available at the time of delivery to sign for the shipment. Additional charges may apply for rescheduled delivery, or if the shipment is refused. We attempt to provide the absolute best shipping prices possible for customers. All LTL shipments are curbside delivery at no cost to customer. Persons 18 years of age or older must be present to accept and sign for the delivery.
Damaged Packages:
- If the box has clear damage upon delivery, take clear photos of the damaged box, refuse the package, note the damages with the delivery driver on the Bill of Lading or Freight Bill. Email support@gogreenwoods.com with your issue and photos.
- No damages to the box? Inspect your package immediately when you receive the order from the freight carrier. If there are damages to the product, take pictures and send it to us right away. Any damages that is NOT reported within 24 hours will be rejected for further resolution.
- For all orders, keep your box, packaging and pallet for ALL products in case of any returns or exchanges.
Before a return authorization is approved for damaged goods, a warranty claim must be filed by emailing support@gogreenwoods.com and the item must be readily available to be inspected by the warranty service team. A return cannot be authorized if the warranty service team is not allowed to inspect the item.
IMPORTANT NOTE: All damages must be reported within 24 hours. If a damage is reported after the 24 hour mark, the claim will be denied.
All product(s) must be returned in their original condition, never been installed, including the original packaging, manufacturer's containers, documentation, warranty cards, manuals, and all accessories. Refunds will be issued after the warehouse receives, inspects and process your return. Refunds will be credited to the original payment method and can take up to 72 hours to reflect on your statement. Return shipping charges are not refundable.
Shipping Zones:
Free shipping applies to 48 contiguous states. We do not ship to any islands, Alaska, Hawaii, Puerto Rico, Guan, Northern Marina Islands, United States Virgin Islands, any outlining mainland USA islands or any international destination including Canada. We will NOT honor returns for shipments outside of our normal shipping range. In rare cases, the freight carrier may refuse to ship to a location in which the customer will be granted a refund.
Please reach out to support@gogreenwoods.com for any questions related to out of zone shipping.
*These are estimated time intervals and are dependent on Ship To location
Cancellation Policy
We accept order cancellations and process them on a case-to-case basis. Orders that have not been confirmed, sent to fulfillment, and are not in transit can be canceled for free. All other cancellations will incur a 20% cancellation fee. You will be responsible for any shipping and return charges if the item is already in transit.
If you need to cancel an order, contact us to confirm the current status of your order and submit a cancellation request.
1. Orders can be cancelled, free of charge*, within a 24-hour of placing the order.
2. www.gogreenwoods.com reserves the right to cancel any order at any time, for any reason. In these rare cases, a 100% refund will be given.
3. Paypal, Stripe, Amazon PAY and other payment processors stopped refunding sellers any processing fees. With this change we are no longer providing 100% refunds once order is charged and processed (if payment is just authorized, we can of course void it completely). All full refunds will be done with your payment fully reversed with ~3% deduction from a total amount (typically 0.30 + 2.9%), which are transaction fees. Depending on payment processors these fees might vary slightly.
Colors Policy
www.gogreenwoods.com cannot guarantee the color on the picture of the ordered item will 100% match the actual color of the furniture, and the final product may vary slightly from the images on our website, due to:
- Monitors calibration causes all monitors to display colors differently.
- Images are provided by manufacturers, and while usually photographed to show the product accurately, stylistic choices can affect color perception, including lighting color, lighting style, room color, room reflections, etc.
Color naming conventions can vary wildly. If a color does not match a description, please do not hesitate to contact us for clarification.
We do not accept returns/exchanges due to color issues, unless the wrong item was delivered.
Returns Policy
Merchandise purchased at www.gogreenwoods.com can be returned within 30 days of delivery. All returns and exchanges are subject to a 20% restocking fee and round-trip shipping charges. If you purchased a product with free shipping, the actual round-trip shipping cost will be deducted from your refund amount.
All merchandise must be in its original condition, unused, and free from damage, pet hairs, soil, or stains. Items must be returned in their original packaging or equivalent with a Return Merchandise Authorization number affixed to the outside of the package. Once we receives and inspects the returned merchandise you will be refunded to the original form of payment.
Returns Procedure:
- Email us at support@gogreenwoods.com, please include your order number/transaction ID for faster processing. We will ask you to provide a reason for return + pictures of all products in original condition / boxes that you intend to return. Once approved, we'll then provide you an RMA number (Return Merchandise Authorization). You'd need to print that number and include with every box / product returned.
- Returns without our approval / RMA numbers are not accepted. There are no exceptions.
- For local customers we might offer you to send our crew to pick up a product: in this case we process a refund within 24 hours (M-F) of receiving your item back at the warehouse.
- In case you need to use a shipping service to return a product, we will assist you with scheduling that. You will be responsible for shipping fees.