Return & Refund Policy
lIntroduction
goto-id.com functions as a subsidiary of XBB FURNISHING LLC, with the website managed and overseen by goto-id.com. To enhance your experience and protect your rights, we strongly encourage you to review our payment and return policies thoroughly. Our commitment to quality and customer satisfaction drives our processes.
Contact Information
If you are not satisfied with your purchase, please contact us within 30 days of receiving your item to initiate a return or exchange request. You can reach us at order@goto-id.com at any time.
lRefund Issues
Quality Issues: If you receive a product that does not match the specifications you provided or contains errors due to our oversight, we will offer a full refund or replacement at no additional cost. Please notify us within 10 days of receipt so we can address the matter promptly.
Delivery Issues: For delivery delays exceeding the estimated delivery date or in cases of non-delivery, please contact us for further investigation. If the issue remains unresolved, we will issue a full refund.
Change of Mind: If you decide to cancel your order before production begins, we will provide a full refund. However, once production has started, we cannot accommodate cancellations.
lReturns Policy
Custom Products: Our products are custom-made according to your specifications, and as such, we cannot accept returns for items that meet the provided criteria and do not contain errors attributable to us.
Non-Conformance: If you believe that your product does not conform to the specified requirements or contains errors, please contact us within 10 days of receipt. We may request additional information or images to verify your claim. If the error is confirmed to be on our part, we will arrange for a replacement at no cost to you.
lHow to Request a Refund or Return
To initiate a refund or return request, please email our customer support team at order@goto-id.com. Include your order details and a clear description of the issue. Our team will respond promptly and guide you through the necessary steps.
lExceptions
We cannot issue refunds or replacements for products that have been confiscated or seized by authorities due to unlawful use.
We do not endorse illegal activities, and our products must not be utilized for fraudulent purposes.
lReturn & Exchange Conditions
Returns must be authorized prior to shipping; unauthorized returns will not be accepted.
Returns must be initiated within 30 days of receipt.
All items must be in their original condition—unworn or unused, with tags attached, and in their original packaging. A receipt or proof of purchase is required.
Customers must use the designated shipping method and provide tracking information for all returns.
lNon-Returnable Items
Gift cards and certain specified items are non-refundable.
Damages or losses incurred by customers are non-refundable.
Products returned later than 30 days after arrival or without a valid reason will not be accepted.
Products damaged due to force majeure events, such as natural disasters, are also non-returnable.
lGeneral Return Process
Request a Return: To initiate a return, please email us at [email], including photos and/or videos of the items along with your order number. Our customer service team will evaluate your request within 3 business days.
Ship the Item Back: If your return is approved, we will provide you with the necessary return address and instructions. Items returned without prior authorization will not be accepted. We recommend using a shipping method that offers tracking and requires a signature, as we cannot be held responsible for lost returns.
Refund or Exchange: Once we receive your returned item, we will inspect it within 3 to 5 business days and either issue a refund or provide a replacement.
lReturn Charges
If the return is due to an error on our part (e.g., incorrect products or quality issues), we will issue a full refund.
If the return is initiated due to a buyer-related reason (e.g., change of mind or incorrect order), the buyer will be responsible for the shipping costs.
No restocking fees will be applied to returned products.
Refunds
Upon receipt and inspection of the returned item, we will inform you of the approval or denial of your refund request. If approved, the refund will be processed to the original payment method within 2-3 business days.
If you do not receive the refund within this timeframe, please first verify with your bank or credit card provider, as processing times may vary. Should you still experience delays, please contact us at [email] for further assistance.
Please note that shipping costs from the original purchase are non-refundable.
lOrder Cancellations
We can process order cancellations if you contact us promptly after your purchase. If payment has been completed but the parcel has not yet been shipped, we can cancel the order and provide a full refund. However, once the parcel has been dispatched, cancellations cannot be accommodated.
Orders cannot be canceled once the parcel has been shipped.
Email: order@goto-id.com
Company address：STANISLAV NECHAYEV, 1660 S Albion St, Denver CO 80222, US