Placing An Order
What payment methods are accepted?
What payment methods are accepted?
In addition to the major credit cards, we also accept PayPal, Apple Pay, Google Pay, and Shop Pay. We can’t accept money orders, purchase orders, phone orders, or cash transactions. We’re working on figuring out Amazon Pay, but can’t do it yet. We’d also like to be able to accept really compelling promises, but we’ve got some trust issues to work through.
What's up with sales tax?
What's up with sales tax?
Sales tax is not included in the cost of the subscription. If you live in a location that charges sales tax on the types of items, you’ll see tax charged for your subscription in addition to the subscription price.
How much does shipping cost?
How much does shipping cost?
Shipping is free for Awesome Socks and Awesome Coffee subscriptions! (Actually, it still costs money, it’s just included in the cost of the shipping. The marketing department tells us that saying “Shipping is free!” is a more compelling message, but we can’t help over-sharing.)
For Sun Basin Soap, there is a flat $3.99 for subscriptions shipping to US addresses.
For non-subscription items and Sun Basin Soap subscriptions shipping outside the US, the shipping cost is calculated based on weight and destination.
You said shipping was free. Why was I charged shipping on my order?
You said shipping was free. Why was I charged shipping on my order?
Shipping for the Awesome Socks and Awesome Coffee subscriptions is free. If you ordered Sun Basin Soap and/or an add-on item, like a mug or a towel, you will be charged shipping on the order containing those items.
When will I be charged?
When will I be charged?
You will be charged right away for your first shipment. For your following orders, you’ll be charged based on the frequency you opted at checkout. You’ll always receive an upcoming order email from us before your subscription is charged. Once your payment is processed, your new subscription order will be created and then our warehouse team will get to work!
You can always update your frequency preferences from your subscription customer portal.
Do you ship to my country/school/small town/etc?
Do you ship to my country/school/small town/etc?
If you have an address within the US that receives mail and packages from the US, we ship to it!
Soap and socks can also go anywhere in the world, but coffee is currently limited to the 50 US states and Canada to ensure freshness and compliance with international law (which is QUITE COMPLEX!)
Is expedited shipping available?
Is expedited shipping available?
We do not offer expedited shipping for recurring subscriptions.
Subscription Details
How long will I be subscribed?
How long will I be subscribed?
Your subscription will continue until you cancel it, which you can do at any time by logging in to your account. Your subscription will also be automatically canceled if a payment cannot be made (like if your credit card expired.)
You’ll receive a billing reminder a few days before you are charged and an order confirmation when your order is successfully processed.
Is my subscription tax-deductible?
Is my subscription tax-deductible?
Nope, we’re not a charity; we sell things! We just donate all our profits to charity.
If you’re interested in making a tax-deductible donation (or a monthly recurring donation) to Partners in Health, you can do that at https://pih.org/hankandjohn
Can I change the billing date?
Can I change the billing date?
Awesome Socks will always bill on the first of every month. For other subscriptions, you may log in to your customer portal to update your upcoming charge date.
Can I cancel my subscription?
Can I cancel my subscription?
Of course! Cancel anytime with no fees and no strings.
You can cancel your subscription within your customer portal, which is emailed to you after your purchase with the subject line "Good Store: Customer Portal Activation". Please note that canceling your subscription will not cancel any recent orders that have been processed but not yet shipped.
If you need help canceling your subscription or finding your customer portal, contact us and we can help!
Can I skip a month?
Can I skip a month?
You can skip an order by visiting your customer portal, selecting "Manage Subscription", and clicking “Delivery Schedule.” You will see the option to skip your next order there. You can also contact us if you need additional assistance.
Can I change my address/payment/account information?
Can I change my address/payment/account information?
If you have not been charged for your next order, you can log in to your customer portal to make the necessary changes.
We are unable to change payment or billing information for an order that has already been processed. We are unable to change shipping addresses for orders that have already shipped.
Why was my subscription canceled?
Why was my subscription canceled?
If a payment fails, our system will attempt to charge your card on file a few times up to one week after the initial attempt (one attempt every two days) until a successful payment is processed. If the final payment attempt fails, the subscription will be canceled, and you'll receive an email letting you know your subscription was canceled.
To reactivate your subscription, log in to your customer portal to update your billing information, and our system will process a new order for you. If you have any trouble or the new order is still not processing, contact us and we can help!
I can’t log in to my account! I have a subscription, but the site says I have no account!
I can’t log in to my account! I have a subscription, but the site says I have no account!
In order to log in and manage your subscription, you'll need to register your account by setting up a password.
If you have not yet registered your customer portal account, check your inbox for an account invite from the Good Store with "Good Store: Customer Portal Invite" in the subject line. You should have received this right after your first Good Store purchase. Sometimes these emails end up in spam/junk folders!
If you did not receive that email or you're still having trouble logging in to your existing account, contact us. We can send a new customer portal invitation or a password reset message so that you can log in.
We recommend using a computer, not a mobile device, to log in to your account - particularly when updating your shipping and billing information.
Shipping, Refunds And Replacements
I need to cancel an order that has already been processed. What do I need to do?
I need to cancel an order that has already been processed. What do I need to do?
Contact us with the order confirmation number or reply to your order confirmation email as soon as you decide to cancel your order!
We can only cancel orders that have not yet shipped.
What is your refund/return policy?
What is your refund/return policy?
Refunds and replacements for lost or damaged orders can be set up within 6 months from the order date. After 6 months, an order is no longer eligible for a refund or a replacement.
We cannot accept returns for consumable products and will not provide refunds for returned coffee or soap. We can refund other items, such as mugs, as long as they are returned in new condition and in original packaging (if applicable).
Shipping fees are non-refundable.
Are tracking numbers available/why doesn't my tracking number work?
Are tracking numbers available/why doesn't my tracking number work?
You will receive a confirmation email with tracking info when your order ships. These sometimes get snagged by spam folders, so check there if you believe your order should have already shipped. Once an order ships, it can take a day or two for the tracking page to update with new information, so if you don't see anything displayed, try again a bit later.
My order never showed up! Where is it?
My order never showed up! Where is it?
If you feel like your order is taking too long to get to you, don't worry! Our replacement policy covers lost packages. We can reship or refund lost orders up to 6 months after the order is processed (charged). Please contact us for assistance with a replacement or refund request.
For replacements to be sent in the case of a lost package, we will need the shipping address re-confirmed so we know the address was not the cause for your order being returned or misdelivered. Please note, there will be a reshipment fee for any orders that need a change of address.
How do you know if the order may have been lost? There are some guidelines outlined below:
How do you know if the order may have been lost? There are some guidelines outlined below:
We estimate domestic orders will arrive 7-10 business days after the order leaves our warehouse.International orders may take up to 4-6 weeks, depending on the destination.
Most orders include tracking information, which can be found in your shipping confirmation email, if available.
We can issue a replacement or a refund for the items if the tracking for the package has either 1) stalled for 10 consecutive business days or 2) shows "delivered" but is not found in/on/near the mailbox or door within 3 business days.
I received a damaged item. How do I get a replacement or refund?
I received a damaged item. How do I get a replacement or refund?
If your order arrives broken, torn, or otherwise damaged in transit, contact us and let us know. We’ll ship a replacement to the same address, and you’ll receive a confirmation email when the replacement is shipped.
Questions about a Product?
