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1. When will I get my tracking number?

Your tracking number will only be available when your order has been shipped, this usually takes between 5 - 7 business days after production.

After that, with Standard shipping, we advise you to wait another 5-7 business days for shipping details to be updated on the tracking site.
With Express shipping, it will be less and within the expected arrival date.

To follow your order's processing timeline, please check the email with the title "Order #GB** fulfilled" that we send, which contains your tracking link. If you missed this email, you can track your order here or chat with us.

2. How do I track my order?

Option 1: Click here and provide your order information to check the order status.

Option 2: Check your fulfilled confirmation email to get the tracking number. You can check the tracking details with that.

For detailed instruction, kindly check this article.

Note: If you can't track your order, please kindly recheck your Email address, your Order ID or contact us to support.

3. Why has the tracking status not been updated? What should I do?

Tracking information may not be updated immediately for some reasons, such as:

- The tracking number has just been created. After being sent out, your tracking number will need up to 7 business days to be updated due to delays between the scanning process and the website's updates.

- The package may not be scanned until it reaches the regional hub near the destination.

- The package is in transit between the origin and the destination country. Once the package leaves the origin country the tracking information will not be updated until it reaches the destination country.

- The package arrived at the destination country. With international shipping, once the package lands in your country (destination), the tracking link will stop updating but it does not affect the delivery process.

However, if your tracking status has not been updated for over 10 business days, please contact us to be supported right away.

4. Are my orders affected by the tornadoes in the US?

Unfortunately, there is a high chance that your orders will be delayed a few days if you are in the United States.

During December 10th and 11th, continuous storms and tornadoes struck eight States. Details can be read here. Our factories in Kentucky were among the most devastated areas: the factories are closed, traffic and transportation are temporarily suspended, and unfortunately, there were human damages too.

Since the delay in processing and shipping is inevitable, we hope to have your understanding and wait for a few more days. Please be assured that we will ship your package as soon as possible and the support team is always available to assist.

5. What does the total price include?

Your total payment = product prices + shipping fee + tax*

- The Discount code only applies to the product price, not the total price
- The shipping fee is calculated based on the shipping destination.
- Tax is only required in some countries, the detailed explanation can be found in the question below.

Therefore, shipping fees and taxes will be added to the checkout page after you provide your shipping address.

6. Will I be charged with customs and taxes?

It depends on your shipping address because Tax and Customs fees are regulated by destination countries.

- Regarding Tax: prices displayed on our website have not yet included taxes, but you will be informed of the exact tax rate during your checkout before you complete the order.

Currently, European shipping addresses may have VAT tax added in the receipt during checkout. It has been regulated that all sales transactions of goods or services that are not part of the other levels will be applied to the standard VAT tax of 20%.

- Regarding Customs fee: This fee is only applied in certain countries. We cannot include it when you check out as it is managed and charged by the Customs at entry into your country. Your country's Customs department will inform you if there is a charge.

7. Which currency will be used?

In Homepage, Product pages, and your Cart, the price shows in your currency so it can be easier for you to consider a purchase.
However, once you reach the Checkout page, both your subtotal and Tax fee (if any) will be converted back to US dollars and you will be charged in US dollars.

8. Can I change my shipping address or design options after placing an order?

Yes, within the first 2 hours since the order was placed, you can change your shipping address or design options (hair, color, quotes....) by yourself.

After that timeframe, please contact us via live chat so we can check it for you, as we can not guarantee that the design can still be edited.

Please keep in mind that any edit request after 6 hours upon approval of the order will no longer be allowed.

9. How do I cancel my order?

You will have 2 hours after placing an order to cancel it yourself. Kindly check the order confirmation email, click "Track or Manage order" at the bottom and you will see the Cancel button there..

After this timeframe, if you wish to cancel or change your order details, please chat with us. A Customer Service representative will check and confirm if the order can still be canceled.

Please keep in mind that any cancellation after 6 hours upon approval of the order will no longer be allowed.

10. Where do we ship from?

We are a US-based company operating with several fulfillment centers around the world. We have warehouses in the U.S, UK, Australia and Canada.

All orders are shipped from the warehouse closest to the shipping address as long as it has sufficient stock.

11. I need my order fast, do you guys provide expedited shipping?

Yes, Gossby does provide Expedited shipping, also called Express shipping. At this moment, this shipping method is only available in the United Kingdom, United States, Canada, and Australia. Our team will definitely extend the Express shipping line to other countries in the near future. For estimated shipping time, please refer to the next question. For usage instructions, please check this article.

12. How long does delivery take?

Processing time for personalized items may take longer than normal.

With orders that use Standard shipping, the processing time is from 5 to 7 business days and the estimated delivery is 5-8 business days for the United States, United Kingdom, 7 - 12 business days for Australia and New Zealand, 8-14 business days for Canada, and 18-24 business days for other countries.

With orders that use Express shipping, the processing time is from 3 to 5 business days, and the estimated delivery time is 1 business day for the United Kingdom, 2 days for the United States, 3 - 5 business days for Canada, and 4 - 5 business days for Australia. In other countries, this method has not been applied yet.

Please note that there are some unforeseen circumstances such as customs delays that we are unable to control on our end as well as delays in holiday seasons. Due to the Coronavirus COVID-19 outbreak, the shipment may take longer.

13. I received email from Gossby that ask me to correct my shipping address. What is that?

In some cases, you may have filled the incorrect information on the checkout form, usually, it's the postal code. Our system will detect incorrect information and contact you to request a modification. Your order will be held until the shipping information is valid.

If you have difficulties during this step, feel free to chat with us to get help.

14. Why are my items shipped separately?

If your order contains a variety of products, your items may be split up during the manufacturing process which leads to separate shipments. (Rest assured that you’re only charged one combined shipping fee for all the items in your order during checkout).

You will receive a shipping notification for each shipment in your order. If the second package does not arrive after a few next days, chat with us and you will be assisted right away.

15. Can I use multiple addresses on one order?

Unfortunately, each order will be shipped for 1 shipping address. If you want your items shipped to different addresses, kindly make separate orders.

16. What payments method I can use and can not use?

- Acceptable methods:
Credit/Debit cards (VISA, MasterCard, AMEX)

- Unacceptable methods:
Personal checks
Money orders
Direct bank transfers
Cash on delivery

17. Why can't I complete payment to checkout?

There are several reasons that can lead to failed checkout. Kindly check this article and make sure you have entered your payment information correctly.
If the issue persists, please contact Customer Support for assistance.

18. Am I eligible for a refund or replacement?

Click here for a list of cases that are qualified for a refund or replacement.

For further assistance, don’t hesitate to chat with our agents.

19. How do I request for a new replacement?

To proceed with the replacement quickly, please include a photograph demonstrating the issue and send it to our live chat agent for further assistance.

Note: We can only handle claims if you contact us within 30 days of receiving your order. Claims made after 30 days of receiving the products may be refused.

20. How do I return an item?

Currently, we do not have policies regarding the return of an item. Instead, kindly refer to our refund and replacement policy and these questions above.

21. When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, you will see the refund amount on your payment account within 3-7 business days with PayPal and 8 -15 business days with Credit Card, depending on the process of your bank.

In case the credit has not been posted to your account yet, please contact the card-issuing bank for further assistance.