Orders

How to Cancel My Order

How to Cancel My Order Need to cancel your order? Here's what you need to know. Can I Cancel? Yes, if your order hasn't shipped yet. Most orders can be cancelled while they're still in production. No, if your order has already shipped. Once an order ships, it cannot be cancelled. You would need to return it after receiving it. How to Cancel Contact our support team with: - Your order number (found in your confirmation email) - Confirmation that you want to cancel We'll cancel the order and process your refund. Refund Timeline Once cancelled, your refund will be processed within 3-5 business days back to your original payment method. Note: It may take additional time for your bank to post the refund to your account. Changed Your Mind After Cancellation? No problem! Simply place a new order on our website. We'd love to have you back! What If My Order Already Shipped? If your order has already shipped, you have two options: 1. Refuse delivery - The package will be returned to us and we'll issue a refund 2. Accept delivery and return - Contact us for return instructions Questions? Our support team is happy to help with cancellation requests!

How to Change My Shipping Address

How to Change My Shipping Address Need to update where your order is being shipped? Here's how. Before Your Order Ships If your order hasn't shipped yet, we can easily update the address for you. Contact our support team with: - Your order number - Your complete new shipping address: - Full name - Street address - City, State/Province, Postal code - Country We'll update the address and confirm the change. After Your Order Ships Once your order has shipped, we cannot change the address in our system. However, you have options: Option 1: Contact the Carrier You may be able to redirect your package through the carrier: - USPS: Use USPS Package Intercept or contact 1-800-275-8777 - Canada Post: Contact 1-866-607-6301 - DHL: Contact 1-800-225-5345 Option 2: Refuse Delivery If the package arrives at the old address, you can refuse delivery. It will be returned to us and we'll reship to your new address or issue a refund. Tips to Avoid Address Issues - Double-check your shipping address before completing checkout - Include apartment/unit numbers if applicable - Add delivery instructions if needed (e.g., "leave at side door") Questions? Contact our support team - we're happy to help update your address!

Where Is My Order? Checking Order Status

Where Is My Order? Checking Order Status Wondering about your order status? Here's how to check and what each status means. Understanding Order Stages Stage 1: Order Confirmed You'll receive a confirmation email immediately after placing your order. This means we've received your order and payment. Stage 2: In Production (10-14 business days) Your items are being handmade by our craftspeople. GothRider products are made to order, not mass-produced, so please allow 10-14 business days for production. Stage 3: Shipped Once your order ships, you'll receive an email with tracking information. Shipping times vary by location: - USA: 10-14 business days - Canada: 7-14 business days - International: 14-21 business days Stage 4: Delivered Your tracking will show "Delivered" when the carrier has dropped off your package. How to Check Your Status 1. Check your email for order confirmation and shipping updates 2. Contact our support team with your order number for a status update What If My Order Is Taking Longer Than Expected? If it's been more than 14 business days since you placed your order and you haven't received shipping confirmation: - Contact our support team - We'll check on your order and provide an update - If there's a delay, we'll let you know the new expected timeline Questions? Our team is always happy to provide order updates!

Can I Modify My Order After Placing It?

Can I Modify My Order After Placing It? Need to make changes to your order? Here's what's possible. What Can Be Changed Shipping Address: Yes, if your order hasn't shipped yet. Contact us with your new address. Cancel Order: Yes, if your order hasn't shipped yet. Contact us to cancel for a full refund. What Cannot Be Changed Add Items: Unfortunately, we cannot add items to an existing order. You would need to place a new order for additional items. Remove Items: We cannot remove individual items from an order that's already in production. You can cancel the entire order and reorder just the items you want. Change Size/Color: Once an order is placed, we cannot change product variations. If your order hasn't shipped, you can cancel and place a new order with the correct options. Why Can't Some Changes Be Made? Because GothRider products are handmade to order, production often begins shortly after your order is placed. Once an item is in production, we can't modify or stop it without wasting materials and craftsperson time. The Best Solution If you need to make changes: 1. Contact us immediately - the sooner the better 2. We'll check your order status 3. If not yet in production, we may be able to accommodate changes 4. If already in production, we'll discuss your options (cancel and reorder, etc.) Questions? Contact our support team as soon as possible - time is of the essence for order modifications!