Shipping policy

Shipping and Refund, Resend, and Returns Gonoj offers a quicker dispute solution, and we will appreciate it a lot if you provide:

a. 

Please provide photos or videos of the damaged item to prove the damage. If the photo cannot prove that the products are damaged, please upload the video.

b. 

Screenshot of the e-mail or dispute received, including name, date, and content. In other words, a customer has sent a complaint (through PayPal Dispute or another Gateway, e-mail, etc.).

c. 

The products need to be returned to   Refund, Resend, and Returns. Gonoj offers a quicker dispute solution, and will appreciate it a lot if you provide:

 

a. 

Please provide photos or videos of the damaged item to prove the damage. If the photo cannot prove that the products are damaged, please upload the video.

b. 

Screenshot of the e-mail or dispute received, including name, date, and content. In other words, a customer has sent a complaint (through PayPal Dispute or another Gateway, e-mail, etc.).

c. 

The products need to be returned to Gonoj if our Dispute Team asks for a return in Disputes.

 

Except for the important interpretation, Gonoj will make a refund, resend, or accept the return for any of the following cases:

1. Orders Delayed.

Orders are lacking tracking information, are in transit, are pending, or are 60 days past the date they departed from the Gonoj warehouse. The following countries and shipping methods may differ if our Dispute Team requests a return in Disputes.

1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, or expired 60 days after orders departed from the warehouse. The following countries and shipping methods may be different:

 

a.

 For orders shipped to the USA, it will be counted 45 days after the orders depart from the warehouse.

 

b.

 For Brazil, it is after 110 days, counting from the date that the order departed from the warehouse due to the strict customs clearance in Brazil.

 

c.

 For Packet Liquid Line to all counties, we will deal with your dispute for delayed orders after 100 days, counting from the date that the order departed from the warehouse.

 

d.

 Some special shipping methods cannot deal with your disputes. (See the following important interpretation)

Notes:

 

Sometimes, the order had arrived at the nearest post office to the buyer and was held pending because of an insufficient address, the package was unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.

 

Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will normally be delivered to self-pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.

 

Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, we will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.

 

2. Orders not Received.

Gonoj will not deal with the refund or resend if the tracking information shows the order is delivered.

 

a.

 If your clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

 

b.

 Tracking information alert. The tracking information shows Alert. The reasons are listed below:

 

a)

 Incorrect/insufficient address.

 

b)

 No such number.

 

c)

 Unknown recipient.

 

d)

 Refused.

 

e)

 Do not pick up on time.

 

f)

 No safe delivery location.

 

g)

 Uncleared customs.

 

h)

 Others.

 

Notes:

 

a.

 The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage for 3-7 days. Meanwhile, your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Gonoj takes no responsibility if products have been lost.

 

b.

 If the logistics company provides return service to China, Gonoj will put the products in your private inventory and will not refund them when we receive the returned items.

 

c.

 Gonoj cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.

 

3. Products Damaged.

 Gonoj offers a full refund or a replacement if the packages that arrived are badly damaged.

 

 Gonoj offers a partial refund or a replacement if packages arrived partially damaged (except for thread, slightly wrinkled, small scratches,  ec).

 

Notes:

 

a.

 For fragile products, a refund is highly recommended.

 

b.

 For damaged packing boxes,  Gonoj cannot offer any refunds or other after-sales services due to the long-distance international delivery.

 

c.

 For ordinary electronic products, your clients shall complain or open a dispute with you within 30 days after the packages are delivered.

 

d.

 For service products,  refunds you the cost of the product, which is the price in the Chinese market. If you have a quality inspection service. Otherwise,  will not take any responsibility for them. (See the following important interpretation > Service products)

 

4. Incorrect or Missing Products.

 Gonoj has a strict quality control process before products are dispatched.   Gonoj will deal with incorrect or missing products as follows:

 

a.

 For incorrect products,  Gonoj offers a full refund or replacement.

a.

 For incorrect products,  Gonoj offers a full refund or replacement.

 may refund partially or resend the missing part; for parts missing that affect product function, we will resend the product only.

 

d.

 For accessories, we will resend the accessories.

 

Notes:

 

For the size problem, we would appreciate it a lot if you could measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team will deal with your disputes quickly.

 

5. Orders Cancellation.

For order cancellations, it offers a full refund before products are processed by the warehouses.

 

a.

 After payment, POD orders cannot be canceled as it is customized.

 

b.

 After paying for the order, the inventory order