FREQUENTLY ASKED QUESTIONS

 I just placed an order, can I cancel it?

All orders can be cancelled prior to shipping confirmation. orders cannot be cancelled after this point. Please email orders@goodcargonyc.com with your order number in the subject line to process your cancellation.

I only received one of the items in my order, where is the rest?

Orders may be shipped separately. individual tracking numbers will be sent for your additional goods as they ship.

I didn't receive a confirmation email, did my order go through?

Email confirmations often end up being marked as email spam. As long as you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records.

Why was my credit card charged multiple times?

When you complete a checkout, your credit card company puts an authorization for the order amount on your card. This money has not been paid to GOOD CARGO, rather your card company has put a hold on it for you while you check out. If your address information fails to validate (maybe your shipping and billing addresses aren't the same), then your payment will be declined. Your credit card company will release the Authorization between 3-5 business days after it is made depending on your bank. If you attempt to checkout multiple times, your card will be Authorized multiple times.

I didn't receive a tracking number, when should I expect it?

you should receive a shipping confirmation email within 3-5 days of your purchase. If you don’t see it in your inbox, it's possible that it got sent to your spam folder.

Why isn't my order showing up on the tracking page?

Orders that haven't been shipped or scanned by UPS won't show up on the tracking page. Please allow 3-5 business days for this information to appear.

Tracking is telling me my label has been created, but it's not telling me where it is? Why is this?

This means one of two things: It is being processed currently or UPS missed the initial scan when they picked up your order. Tracking will be updated as soon as UPS scans the shipment.

we are not responsible for any packages lost or stolen post shipping. please contact the shippers customers service for any transit related issues. please note, that we also offer the option of adding insurance to your package at checkout.

I placed multiple orders today. Can you combine them into one and refund the balance?

Unfortunately, we are unable to combine shipments on multiple orders.

I emailed customer service, how long will it take them to respond?

expect a response within 1 - 2 business days.

Can I change the address that my order is shipped? Can I pick it up at a UPS store?

No, we only ship to the customer's billing address.

I noticed I entered the wrong postal code/apartment # and the package is now being returned to sender, what are the next steps to have my package reshipped to me?

Once the package has been returned to us, we will reach out to the customers in regards to any address issues. please allow 2-4 business days to reship.