Understanding Your Shipping Choice and Its Risks
Opting for the FREE SHIPPING (Without Tracking) method means we supply only a Proof of Shipping. You will not have visibility into the shipment’s progress, and the possibility of non-delivery rests with you. Should 60 days pass without receipt, your case moves directly to our tier 2 support team, who will issue a refund with no questions asked.
For any order exceeding $75, selecting STANDARD SHIPPING (With Tracking) is strongly advised. This allows you to monitor the delivery from dispatch to arrival.
Initiating a Return: The First Steps
You have a window of 45 days from receiving your order to reach out and begin a return. When you contact us, include your order number and the reason for your return. Our customer service team evaluates the request and, upon approval, provides the next steps.
Returns are only accepted for items bought directly from https://www.gocheerly.com/. If your purchase was made through an authorized retailer, you must handle the return directly with that retailer.
Bringing an item back without a receipt may lead to refusal. Gocheerly maintains the right to deny any return.
Condition Requirements and What Cannot Be Returned
Every returned item needs to arrive in its original packaging, complete with all accessories, manuals, and documentation. The product must be unused and in the same condition that we sent it to you. We cannot accept items showing stains, folded cards, or broken seals/plastic foiling. When the condition of a returned product is not acceptable, we reserve the right to not refund or exchange. Personalized products are final sale and cannot be refunded or exchanged.
Beyond personalized items, other non-returnable situations include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.
Handling Defective, Incorrect, or Damaged Items
For a unit that is faulty, wrong, or damaged, get in touch with our Customer Support team. To proceed, you will need to supply the following:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
In some situations, a video or photo of the defective product is required as proof before we can refund or replace it.
Timelines: Processing, Refunds, and Delays
From the day we receive your return, processing may take up to 14 business days. An email confirmation is sent once processing is complete.
Refund amounts depend on the reason. A full refund is credited for defective products. For non-defective items, the refund excludes all shipping and handling fees.
Money goes back to your original form of payment. For credit or debit card payments, the refund is sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. The posting time to your account depends on the bank, so contact the card-issuing bank for specifics.
If your refund has not appeared, the first step is to contact the bank/credit card company, as posting delays are common.
Modifying or Canceling an Order
To modify or cancel, contact us as soon as possible with your order number and the desired change. Any cancellation after an order is placed incurs a cancellation fee of 30% of the Total Price, regardless of timing—even a second later—because the merchant processor/credit card charges us a fee for cancellations. Once an order is packed or shipped, cancellation is no longer possible.
Obtaining the Return Address
To receive the correct return address, email our Customer service at 18257994827@163.com