How Can We Help?
Please read the FAQ's below. If you can't find the answer you are looking for our email is at the bottom of the page!
Shipping and Delivery
What is pre-order?
We get it - you guys can’t get enough of GOMAGEAR, literally! Sometimes when our GOMAGEAR items start selling like hotcakes, unfortunately we can completely sell out before our next round of stock reaches our fulfilment centre. If this happens, we will put those GOMAGEAR items up for pre-order before they’ve arrived. We know what date our stock is due to arrive, so this is the date in brackets next to the product name. All orders will then be shipped out to our customers on that specified date. This allows our customers to reserve their favorite pattern and ensure they get their hands on the GOMAGEAR items of their dreams.
How does shipping and delivery work?
You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your GOMAGEAR item is on its way - now what?
Once an order is placed, our team will carefully collect your GOMAGEAR item and package it with hugs and love, so please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.
Sometimes there is too much love to put in one parcel so you may get multiple GOMAGEAR packages from our different fulfilment locations across the globe. Not to worry though, they will still be sent at the same time.
Your GOMAGEAR item will then gently be sent via the fast shipping carriers available, and then it should be safely in your patiently waiting hands within **2-8 business days.
As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this wonderful journey.
Although we require a signature on delivery, due to current COVID-19 limitations this is at the discretion of the carrier delivery driver and they may leave your package in a safe place, or take it to your nearest post office if you are not home.
*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Safe Drop’ yourself, we are not responsible for the package in the rare case it is missing or stolen.
**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!
How much do I pay for shipping?
At the moment if you’re located in the United States, Canada, United Kingdom and Australia, it's $8.98 USD per item! We send out all orders via standard shipping with our accredited carriers. Our carriers quote us 2-8 business days for this delivery service after your order has been picked and packed. For the rest of the world, please check our shipping policies.
Our standard shipping timelines for orders outside the US are between 6-12 business days from when they're dispatched from the fulfilment centre.
From where will my order be shipped?
Your order will be shipped from our warehouses in North America, South America, Europe, Asia, Australia and Africa. Orders shipment origin will vary based on destination and also stock available in our warehouses.
How do I track my order?
Yay, time to celebrate – it’s on its way! After we pass your order to our carrier, we will send you a shipping confirmation email which will have a ‘Track My Order’ button. This will take you directly to the carrier's site so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.
What is insured shipping?
Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue with our carriers (such as being lost or missing from delivery), we can lodge an enquiry to follow up on your package and find out what’s happened. If you purchase insured shipping, after our carrier investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straightaway. If you choose not to purchase insured shipping, we are unable to guarantee a replacement for your stolen item.
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although our carrier quote us 2-8 business days for delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date.
If your item still hasn’t been delivered within 12 days, please contact us and we can launch an investigation with the carrier.
*Please note: Once we pass your GOMAGEAR order to the carrier, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by the carrier. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.
Can I change my shipping address?
Oops, GOMAGEAR item not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
If your order has been shipped, don’t panic! You can still redirect it via the carrier tracking link we provide on your shipping confirmation email.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
Whilst we started in the US, our GOMAGEAR items are loved all over the globe! We only ship internationally to anywhere in the world via this store. To check if your country is listed, visit our 'Shipping And Delivery' page below, and if not found on the list, get in touch with our support team for further clarification, email at the bottom of this page.
Our International store (Worldwide): GOMAGEAR.com
Our Philippines Store: ph.GOMAGEAR.com
Our United Kingdom Store: uk.GOMAGEAR.com
Our Europe Store: eu.GOMAGEAR.com
Are there any customs/import fees?
All of our GOMAGEAR items are shipped worldwide, out of our distribution centres. This means there’s no need to stress about any customs fees, as it’s shipping from your own backyard (or your neighbour’s yard, wherever you are located). However, in some countries, orders of $1000 may be subject to duty fees and on select items too.
Product Questions
How is my GOMAGEAR item packaged?
We are just as excited as you are for you to receive your GOMAGEAR item, and we’ve dressed it up for the occasion! Your GOMAGEAR item will be tied up in a beautiful ribbon bow, and is secured in your own personal storage bag - we want everyone to feel like their GOMAGEAR item delivery is special, even if it's a gift to yourself! All GOMAGEAR items come packaged in a unique mailing satchel, so you know exactly what item has turned up on your doorstep.
Size Guides
Our awesome GOMAGEAR outfits (adult size) are currently from XS to 3XL and sometimes 4-5XL. This is deal for those 14 years and above for the perfect fit. The Children GOMAGEAR outfits are a bit smaller than the original GOMAGEAR outfits and are designed for children aged from 1 month to 13 years old. Please see the item page for further details of our sizing! All of our GOMAGEAR outfits are made individually with love so there may be a slight size variation per GOMAGEAR outfit.
Care Instructions
Been living, sleeping, and eating in your GOMAGEAR outfit for 3 weeks non stop and only taking it off to go in the shower (hopefully!)? You can find all care instructions on the inner tag of your GOMAGEAR outfit, however standard care options for our GOMAGEAR outfits are as follows:
- Hand or machine wash in cold water
- If machine washing, ensure a gentle cycle is selected
- Use only mild detergents (approved for wool/ silk)
- Avoid mixing with other colors
- Do not tumble dry
- Do not iron [on] the design
- Do not dry clean
However if you really want to best preserve the freshness and softness of the GOMAGEAR outfit for as long as possible, we recommend hand washing it in cold water.
Will you restock an item?
Missed out on your favorite item, and now the world just seems that little bit colder? Don’t worry, we continuously restock all items, so keep an eye out on the website for when they will be available again.
Are your GOMAGEAR outfits vegan?
We love our furry friends, and we know you do too! All GOMAGEAR items are made with cruelty-free vegan Sherpa-fleece and flannel-fleece, and also vegan-leather, vegan cotton, and more. So it feels so comfy as your beloved pet cuddle, but nicer :)
*Please note: Some of our items are made using our different designs and prints, and may not be vegan, however, they are made using responsibly-sourced materials.
Is it overpriced?
Oh dear, you can definitely tell the ones who haven’t experienced the GOMAGEAR outfits themselves yet! We can promise you, the GOMAGEAR outfit is worth every penny. Gone are the days of shivering in your outfits with holes in them that you can’t quite justify throwing away - we ensure to source only the best possible materials for our adorable GOMAGEAR outfits so that they are designed to last! Once you put that soft, comfortably made outfit over you, you’ll know exactly what we’re talking about.
Do you take suggestions or customs designs?
We’re here to take your suggestions – the weird, the wonderful, and the just plain wacky! Feel free to suggest your artistic vision (unfortunately a GOMAGEAR anime design has already been suggested, before you ask!). Unfortunately we can’t guarantee your design will be made, but we are only offering custom GOMAGEAR items to our members and partners at this point – sorry GOMAGEAR friends!
What are the GOMAGEAR items made from?
Apart from being made with love and care, our GOMAGEAR items are made from a sustainable and premium fabrics and textiles. Don’t be fooled by the word ‘sustainable’ though - this is a completely cruelty-free and designed, manufactured, distributed, and used in ways that are environmentally friendly, some vegan version of sheep’s fleece made from polyester, etc. So rest assured no harm is made from the making of your GOMAGEAR item.
Do you offer wholesale or bulk purchase discounts?
Our GOMAGEAR items are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase (like for all the mums on the Under 10’s footy team who are shivering on the school sport sidelines) please email us at info@GOMAGEAR.com or gomagearinternational@gmail.com for more information!
*Please note: This is subject to stock availability.
Can I send an order as a gift?
Have a special someone who you think needs a GOMAGEAR item in their life (or just trying to earn some major brownie points)? A GOMAGEAR item is the perfect gift! You can ship a GOMAGEAR item directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. All GOMAGEAR items come automatically wrapped with a beautiful ribbon bow and personal storage bag too, plus we don’t include any value invoices inside the bag as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact we are fulfilling multiple orders worldwide, we are unable to include messages in the package for some orders - If you email us on time at info@GOMAGEAR.com or gomagearinternational@gmail.com right after your purchase, we will do our best to sort it out for you! However we think just sending a GOMAGEAR item is a message of love enough though.
Are you stocked in any stores anywhere?
Nope, it’s just us! Our GOMAGEAR items are only available on our online store, and we have GOMAGEAR representatives in all corners of the globe - just make sure you are purchasing from our trusted GOMAGEAR site.
Our International store (Worldwide): GOMAGEAR.com
Our Philippines Store: ph.GOMAGEAR.com
Our United Kingdom Store: uk.GOMAGEAR.com
Our Europe Store: eu.GOMAGEAR.com
I can’t add a product to my cart?
Nobody panic! If you can’t add an item to cart, it may unfortunately be a sold out item. Try your equal-first or second-favorite design, otherwise we update our website regularly so that design you have your heart set on should be available again and on our website when they will be available again.
Returns and Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We accept returns for 30 days from date of delivery or reception of the order.
However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
4. Item(s) that are faulty or with defects.
This includes attached swing tag, unique dust bags, shoe boxes and jewelry packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return my GOMAGEAR item?
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes the GOMAGEAR item is just not quite the right fit for some people. You can certainly return your GOMAGEAR item to us for a replacement of the same value, provided it is returned within 30 days.
*Please note: all GOMAGEAR items must be returned in as new condition, with the swing tag, original bag and bow to be eligible for a return. Refunds are only offered to defect items on arrivals, still must comply with our policies.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Can I exchange my order for a different product?
Another design caught your eye? It happens – trust us, our wardrobes are full of them! You can certainly return your GOMAGEAR to us for an exchange to a new design, provided it is returned within 30 days.
*Please note: all GOMAGEAR items must be returned in as new condition, with the swing tag, original bag and bow to be eligible for a return.
Do I have to pay for returns?
We’ve got you covered here too. All returns (for both refunds and exchanges) will be covered with a free return shipping label that we are happy to organize for you, which means the expenses you will pay at the post office will be returned with a discount code or coupon on your next purchase! Just contact our friendly team a info@GOMAGEAR.com or gomagearinternational@gmail.com and they will be able to help you along the way.
*Please note: We are unable to create free return labels for our all customers, so if you’re needing to return from across the ditch then simply contact our team who will assist you with organizing your return - we will still offer our other perks and free returns policy, scout’s honor!
How long does it take for my return/exchange to be processed?
We are working hard behind the scenes to get the GOMAGEAR items in and out of our fulfilment centers. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
How long does it take for my refund to be processed?
We’re sad to see you go! If eligible, should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant directly.
Payment
How secure is your payment?
All jokes and puns aside - your privacy and security is our highest priority. We use PayPal which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions.
Do you have payment plan options?
For when payday is just that bit too far away, we have 2 payment plans available. You can contact our support team at info@GOMAGEAR.com for payment plans information, provided you are located in the US.
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single GOMAGEAR orders only).
I forgot to use my discount code!
Made your GOMAGEAR purchase, and as the payment was loading you realized with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely GOMAGEAR support team at info@GOMAGEAR.com and they will be happy to help correct this for you. Our backup email is GOMAGEARInternational@gmail.com
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single GOMAGEAR orders only).
Do you do gift vouchers?
Want to share that GOMAGEAR love? Unfortunately we only offer gift cards or vouchers to reward our top shoppers, but we have a flexible return policy - so you can buy that lucky person a GOMAGEAR item, and we can help them find the right design!
If your item still hasn’t been delivered within 12 days, please contact us and we can launch an investigation with the carrier.
*Please note: Once we pass your GOMAGEAR item order to the carrier, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by the carrier. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.
What currency is the store in?
All pricing for our store is listed in US dollars (USD). When paying our payment system will convert it in your local currency, so no worries though…
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our GOMAGEAR support team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email contact is info@GOMAGEAR.com and our backup email is GOMAGEARInternational@gmail.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from all over the world, so we can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
*Please note: These email providers are separate companies to us and you will need to create an account with either of them in case you don't have one.
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your beautiful GOMAGEAR stories, as it warms our hearts to see our GOMAGEAR items being so well loved out in the big wide world. Should you have any feedback for us, please feel free to email us at info@GOMAGEAR.com and gomagearinternational@gmail.com
Where are you located?
Our GOMAGEAR HQ and Customer Service team are located in the United States and in the Philippines. Your GOMAGEAR item starts its journey out into the wide world from our multiple fulfilment centers across the globe - they love to get those frequent flyer points.
*Please note: Our GOMAGEAR HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centers.
Emailing list
Want fun, pun-filled, and always adorable emails straight to your inbox (plus stacks of awesome offers and discounts!)? Of course you do! You can sign up to our mailing list by emailing us at info@GOMAGEAR.com or gomagearinternational@gmail.com and asking to jump on board.
Inbox hitting 2k+ and doing a spring clean of all those businesses you’ve signed up for? You can also unsubscribe or request fewer emails by going to the bottom of any of our emails and clicking the ‘unsubscribe me’ link - (we’ll miss you though!).
Please note that email is the best method of contacting us as it allows us to keep a paper trail of any issues you may have had with your order.
Have more questions?
