Contact firstname.lastname@example.org for assistance.
How often do you release new products?
We release new products every week in congruence with our Thursday newsletter.
Why am I not receiving my goop issue?
Please check your spam or junk folder. If it’s not there it might be blocked. To unblock please unsubscribe and then resubscribe. You will then receive a signup email from goop, so please remember to click “confirm.” To ensure delivery, please add email@example.com to your contacts. In case the issue lands in your spam folder or junk folder, you will need to find it and mark that it is “not spam.” If you are a gmail user, see below.
Why am I not receiving my goop issue: gmail users?
Have you checked your “Promotions” tab? Gmail has updated its inbox layout and your goop email may be landing under the “Promotions” tab.
How do I change my email address for receiving goop issues?
At the bottom of every issue you have the option to “Update Profile.” Please use this option if you want future goop issues delivered to a different email address.
I emailed Customer Service but haven’t heard back yet. Why is that?
Goop is based in the USA and our hours are Monday-Friday 9am to 6pm EST, so we’re a few hours behind our international customers. We aim to respond to all inquiries within 48 hours, so hold tight—we’ll get back to you.
Do I need an account to buy from goop?
You do not need an account to buy from goop, however it’s free to set up an account. When you sign up you are able to:
- Check out faster when making a purchase
- Check the status of your current orders
- View past orders
- Make changes to your account information
- Change your password
- Save multiple shipping addresses
If you check out as a guest, all order confirmations and updates will be sent via email, and you will not be able to keep track of this information through the site.
When will my account be billed?
Your account is billed upon purchase. This includes items shipped immediately, personalized items, and preorder items.
Why am I paying sales tax now when I haven’t on previous purchases?
As an e-commerce company based in the USA, we are required to charge sales tax which may change over time. Currently, we are required to charge sales tax in the following states: California, Georgia, and New York.
Which countries do you ship to?
We ship to US delivery addresses within the contiguous 48 states.
We also ship to Alaska, Hawaii, US Territories, and APO/FPO addresses when they have a US zip code. However, additional shipping charges may apply, and delivery may take longer.
We ship to the following international countries:
- North America: Canada, Mexico
- Europe (Zone 1): Austria, Denmark, Greece, Norway, Sweden, Switzerland
- Europe (Zone 2): Belgium, France, Germany, Italy, Luxembourg, Netherlands, Portugal, Spain, United Kingdom
How do you determine shipping cost?
For a limited time, we are offering free standard shipping (2-6 days) on all orders over $50 within the US. Standard shipping costs $5.95 for orders under $50. We also offer 2-day shipping for $15. International shipping prices are based on shipping location. Please note that all orders are shipped from our warehouse in Atlanta, Georgia. See shipping and returns page for more details.
Can I track my order?
If you checked out as a guest, you will receive a shipping confirmation email with a tracking number. If you have an account with goop, you can track your order in the “My Account” section.
Can I amend or cancel my order?
Any amendments or cancellations to orders must be made within 24 hours of placing the order. Please email firstname.lastname@example.org.
Will I have to sign for my order?
Any orders of $500 or more will require a signature upon delivery.
I saw something I love but now it’s gone! Will you be restocking and is there any way I can still buy it?
Many of our products are limited edition, so we can’t always re-stock them once they’ve sold out. Of course, the best way to keep up with new arrivals and limited editions is by signing up for our weekly issues.
What is your return and exchange policy?
You can find our return and exchange policy here.
I received a damaged product, how should I proceed?
We want all our customers to receive the best quality products. If you think there is a fault with an item, please let our Customer Service team know by sending a note to email@example.com as soon as possible. We will resolve any problems as quickly as we can—please include as many details as possible.
Do I pay for returns?
Yes. You can find our full return policy here.
How do I return an item?
You can find our return process here.
I’ve lost my return form. Can I print another?
Yes, you can download a new goop return form.
Have you received my return?
A confirmation email will be sent to you as soon as your return has been processed.
Can I return merchandise I purchased at your pop-up shop?
All pop-up shop sales are final sale – we’re not able to accept returns on any of these purchases.
My return has been incorrectly refunded, how should I proceed?
We’re sorry if we have made a mistake processing your return. If you were expecting an exchange and received a refund instead, it may be because the size you requested is out of stock. If you were expecting a refund and were not refunded the full amount, it may be because we do not refund delivery, shipping, and handling costs. Please contact firstname.lastname@example.org with any questions or concerns.
What forms of payment do you accept?
We accept PayPal and all major debit/credit cards (with the exception of Laser from Ireland, Diners Club/JCB).
How do I unsubscribe from goop’s weekly issue?
You can unsubscribe here, or by using the link at the bottom of every issue.