After-Sales Policy

For delivered orders, submit an after-sales application within 7 calendar days of the carrier delivery scan. For undelivered orders, submit an application within 30 calendar days after the order is shipped. Late applications may not be supported.

A carrier investigation is separate from a refund or reshipment decision. If tracking has not updated for 30 days, or other evidence indicates a parcel may be lost, contact us promptly so we can review the case with the logistics provider.

Contact your GoFulfill account manager or support@go-fulfill.com with the order number, tracking number, a description of the issue, and evidence that shows what happened. Useful evidence may include photos, videos, packaging and label images, or dated customer communication that identifies the order and customer.

We review each case against the order record, warehouse evidence, supplier information, carrier tracking, and the applicable provider investigation. A refund that you choose to give your customer does not automatically create a reimbursement obligation for GoFulfill.

You may request cancellation while an order has not shipped. GoFulfill will first review the shipping charge. Product-cost refunds depend on whether the factory accepts the return or cancellation. Customized products and bulk purchases are commonly not returnable, and an order that has already shipped cannot be cancelled through this process.

If an order cannot be fulfilled, you may cancel it and apply for a refund. Examples include prohibited products, transportation size limits, or factory stock shortages. The available remedy depends on the confirmed order and supplier facts.

Submit evidence with your application so GoFulfill can refer the issue to the factory. If the investigation confirms a product quality issue that makes the item irreparable or unusable, GoFulfill may refund or reship the affected product at no additional charge.

Subjective dissatisfaction, including disliking the product, normal product odor, an unsuitable size, or an opinion that the item feels cheap or low quality, is not by itself a supported quality claim.

If the investigation confirms that GoFulfill did not ship according to your approved product, variant, quantity, or order instructions, we will review a refund or free reshipment for the affected item. Evidence and the original order requirements are required.

Shipping delays do not automatically qualify for compensation. Weather, holidays, customs processes, local policies, carrier capacity, and other events can affect transportation. GoFulfill can assist with carrier follow-up, but a delayed parcel is not by itself grounds for a refund or reshipment unless a separate written service commitment applies.

Customs authorities may inspect packages under applicable law. The buyer is responsible for cooperating with clearance and paying applicable duties or taxes. GoFulfill does not compensate for a failed clearance or package destruction caused by a buyer's refusal or failure to cooperate.

You may ask GoFulfill to review a possible lost package when tracking has not updated for more than 30 days or other information indicates the parcel is lost. If the logistics provider's investigation confirms loss, GoFulfill will review a refund or free reshipment for the affected order.

After an application is submitted, GoFulfill can refer the delivery failure to the logistics provider. If the investigation confirms carrier responsibility, GoFulfill will review a refund or free reshipment. If the failure resulted from the buyer, compensation is not supported. Common buyer-caused reasons include an invalid address, an unknown recipient, an unreachable recipient, the recipient not being local, or refusal to accept delivery.

A delivered tracking status means the local delivery provider has recorded a successful delivery. This does not create an automatic compensation right. If the buyer says the package was not received, GoFulfill can assist with carrier contact information and available delivery evidence, while the buyer or recipient should contact the local provider for an inquiry.

Returns to China for customer change of mind or other no-fault reasons are not accepted as a free return service. If a return is approved as an exception, the client must arrange and pay return shipping and any agreed storage or handling fees. Sending an item back without written approval does not create a refund obligation.

GoFulfill may decline after-sales claims for damage or shipping delays caused by events outside reasonable control, including natural disasters, epidemics, strikes, war, earthquakes, floods, severe storms, blizzards, customs inspections, or other force majeure events.

GoFulfill works with multiple factories and logistics providers, each with its own operating terms. After-sales outcomes depend on the documented facts and the relevant provider investigation. This policy governs GoFulfill's handling of client requests and does not replace your storefront's customer-facing policy or any mandatory rights under applicable law.

For an after-sales request, contact your GoFulfill account manager or support@go-fulfill.com. For service or account questions, you can also reach sales@go-fulfill.com.