Whether shopping in store or online, at Goodfellas we strive to exceed our customers expectations. Everything you purchase from us should arrive to you as the intended product, in the expected condition and without defects or damage. If this is not the case we will work with you to either get the right product in your hands or issue a credit or refund to meet your needs.
For all orders, please check your purchase when you receive it as soon as possible as we have a 30 day cut off for returns.
Further details for specific circumstances are listed below.
Product Arrives Damaged or Defective
Contact us immediately by phone or email to inform us that there is an issue. Have your name and purchase information ready so we can easily find your order details.
We will ask for some information describing the problem, as well as potentially ask you to send us some photos to help us better understand the issue.
If the item is damaged (whether cosmetic or integral), Goodfellas will send you a prepaid shipping slip to have the item sent back to us at no charge.
We will discuss with you to make arrangements to have a replacement product sent or issue a refund if that is not possible or desirable.
Incorrect Product Arrives
We've got measures in place to ensure you receive exactly what you order, but sometimes mistakes happen.
We will not substitute a product with another similar product without contacting you and getting your explicit consent. If what's in the box isn't what you ordered, then we made a mistake.
Contact us immediately by phone or email to inform us if there is an issue. Do not use the product. Have your name and purchase information ready so we can easily find your order details.
We will ask for some information describing the problem, as well as potentially ask you to send us some photos to help us get a clearer picture.
Once we confirm an error was made and on what item, Goodfellas will send you a prepaid shipping slip to have the item sent back to us at no charge.
We will ship you the correct product as a replacement unless you would like to cancel your order altogether. In that case we will work with you to issue a refund or credit.
There's nothing wrong with the product, you received what you ordered, but it's not what you expected or it was a gift and they received two! Things happen, and we'd like to help.
Contact us as earlier as possible to inform us that you're not satisfied with your purchase. Have your name and purchase information ready so we can easily find your order details.
We will get the needed information from you to facilitate a return.
We will ask you to ship the product back to us, at your expense.
Once we have received the product, and verified it's condition, we will issue a credit or refund to you.
We sell some products that come with 1 year, 2 year or Lifetime warranties. These warranties are offered by the manufacturers, and we are subject to their rules and procedures. Some are limited to defects, others are comprehensive.
Check your product packaging and slips to get details of any warranty that might exist for your product. Not all products have extended warranties. Not all warranties cover all damage.
Before sending any warranty products to us, please contact us and wait for instruction to do so.
Many warranties, including Lifetime coverage, like those offered by Zippo or Xikar are often handled by those companies directly with the consumer. They do not let us or involve us in warranty claims for their products.
However, we can provide you with helpful information and guide you towards getting your warranty fulfilled and answer questions you may have.
Other brands like Vertigo or Sarome, prefer us the retailer to work with you, the consumer, to honor your warranty. In that situation, we will get you to send back your product to us, and then we will work with our partners to issue a replacement or fix it.
We will need your purchase information to confirm the date of purchase.
The consumer will be responsible to pay for shipping the product to us.
If an exact replacement is not available, we will work with you to find a suitable substitute.
Canceling an Order
Things happen and if you need to cancel your order we understand.
If you're order hasn't been shipped, contact us immediately. If payment hasn't been applied,we will be able to cancel your order with no charges. If payment has already been charged, we'll issue you a full refund of all charges, including the item value and shipping cost.
If the order has already been shipped out, you can mark the item return to sender when you receive it. Once we receive the product back in our hands we will be able to issue a refund for the product value. Shipping costs will not be refunded.