Frequently Asked Questions
Have a question? Here are answers to the things our customers ask most. If you don't find what you're looking for, contact us through the chat button on our website or by email at goodsnycinc@gmail.com, and we'll be glad to help.
Orders & Payment
What payment methods do you accept? We accept major credit and debit cards and PayPal. All payments are processed securely through our payment provider — we never see or store your full card number.
Do I need an account to place an order? No. You can check out as a guest, or create an account to make future checkouts faster and to keep track of your orders.
Can I change or cancel my order after placing it? Contact us as soon as possible if you need to make a change. We can only update or cancel an order before it has been processed and shipped, so please reach out quickly.
I received an order confirmation — does that mean my order is accepted? An order confirmation means we received your order. We confirm acceptance once the order is reviewed and processed. In rare cases (such as a pricing error, stock issue, or suspected fraud) we may need to cancel an order, and we'll refund you in full if that happens.
Shipping & Delivery
Where do you ship? We ship within the United States and Canada. Please note that fragrances and other hazardous-material items can only ship within the U.S. (see below).
How much does shipping cost?
- U.S. orders over $50: free standard shipping.
- U.S. orders under $50: shipping is calculated at checkout based on weight and destination.
- Canada: shipping is calculated at checkout and paid by the customer. The free-shipping threshold applies to U.S. orders only.
How long before my order ships? Orders are processed and packed within 1–2 business days. You'll get a confirmation email with tracking once it's on the way.
How long does delivery take? After shipment, delivery usually takes about 3–7 business days within the U.S. and 7–14 business days to Canada (customs can add time). These are estimates, not guarantees.
Do you offer express shipping? Yes — express is available at checkout for eligible U.S. orders, with the exact rate calculated live so you only pay the real cost. Express is not available for fragrances or other hazmat items, which must ship by ground.
Why can't I get a fragrance shipped to Canada (or by express)? Most fragrances contain alcohol and are classified as hazardous materials for shipping. By law they can only travel by ground within the United States — not by air (express) and not across the border to Canada.
Will I have to pay customs or duties on a Canadian order? Possibly. Canadian orders may be subject to customs duties, taxes, or fees set by Canadian customs. These are not included in your order total and are the customer's responsibility.
How do I track my order? Your shipping confirmation email includes a tracking link. You can also find tracking on your order status page. If you need help, just contact us.
Returns & Refunds
What is your return policy? If you change your mind, you may request a return within 14 days of delivery, as long as the item comes back unused, unopened, and in its original sealed condition. A 20% restocking fee applies to change-of-mind returns, and the customer covers return shipping. Please see our full Returns & Refunds Policy for details.
How do I start a return? Contact us first with your order number to request return authorization. Please don't ship anything back until we've approved it and sent return instructions.
Can I return an opened or used beauty product? For health and safety reasons, opened, used, tested, or tampered-with beauty, skincare, and fragrance products are not eligible for return — unless the item arrived damaged or was not as described.
What if my item arrives damaged, wrong, or not as described? That's on us, and we'll make it right. Contact us within 48 hours of delivery with photos, and we'll resolve it — a replacement at our cost or a refund, depending on the item. No restocking fee or return shipping cost applies when the issue is our fault.
When will I get my refund? Approved refunds are issued to your original payment method within 5 business days after your returned item passes inspection. Your bank may take additional time to post it.
Can I return a New Without Box, Open Box, or Tester item? Yes — these are returnable under our standard change-of-mind terms as long as they come back unused and in the same condition you received them. The disclosed condition itself (for example, a missing box) isn't a reason for return, since it was clearly stated before purchase.
Are any items non-returnable? Yes — opened/used items, gift cards, and anything marked Final Sale at the time of purchase.
Products & Authenticity
Are your products authentic? Yes — 100% genuine and authentic, always. We never sell counterfeit, fake, or replica products. Every item is inspected and documented before it ships.
Are you an authorized retailer of these brands? We are an independent reseller. We are not affiliated with, sponsored by, or endorsed by the brands we carry. All products are genuine and lawfully sourced, and we sell them on a resale basis. Brand names and trademarks belong to their respective owners.
What do "NWOB," "Open Box," and "Tester" mean?
- NWOB (New Without Box): a brand-new, unused item that does not include its original box.
- Open Box: an item whose packaging has been opened, but the product itself is in the condition described.
- Tester: a product packaged for demonstration purposes (often in plain or alternate packaging), sold as described.
Each item's condition is always clearly stated in its listing, so you know exactly what you're buying.
Still Need Help?
Reach us anytime through the chat button on our website or by email:
GOODSNYC LLC Email: goodsnycinc@gmail.com We typically respond within 2–3 business days.