We’re here to help! If you can’t find the answer you’re looking for in our FAQ, please reach out to us between 9AM-5PM CST Monday-Friday at 254-545-9996 and press “2” for customer service or email us at Info@gorillawholesale.com with your name, number, order number, and a detailed subject line.
- Unfortunately, we can’t change any information on an existing order once it has already been processed for shipment, including details like your shipping address, billing information, item, size, or quantity. We also cannot cancel orders after they’ve been processed.
- If you haven’t received shipping confirmation yet, we maybe able to process an address change or cancellation. Please reach out to us at the email or phone number listed above with a detailed subject line, and we’ll make every effort to accommodate your request!
- All orders are subject to our return and exchange policies. Please note an address change or cancellation request is not guaranteed until one of our team members has confirmed your request has been processed.
- If you place an order on our website, you will be charged for the full cost of your order immediately. If you see any additional pending charges on your account, please allow up to 3 business days for them to reverse. If they do not reverse and you believe there has been a billing error, please reach out to us at the email or phone number listed above.
- We can only accept orders placed through the website unless it is for local pick-up or delivery in Waco, Texas. If you’re having trouble accessing the site for any reason, please reach out to us at the email or phone number listed above and we’ll do our best to help.
- No. If a size, color, or other variant doesn’t appear online, it is not currently available.
- In rare cases when an item runs out of stock after your order is placed, we’ll contact you ASAP to exchange the affected item for another of equal value. We make every effort to ensure inventory is accurate to avoid this happening. Note that if we don’t get a response from you within 5 business days, we reserve the right to refund your order in full.
- No. If you order a bundle and later decide that you do not want everything included in it, you must cancel the full order for the bundle and purchase the items you do want individually.
- Sales tax is applied to all domestic orders. The tax is calculated based on applicable sales tax and use tax laws within each state.
- In most cases, orders ship within 2-3 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.
- You’ll receive tracking info as soon as your package ships, via the email you placed your order with. If you can’t find your shipping confirmation, make sure to check all inboxes, including your spam/junk folder.
- Domestic Orders normally arrive within 3-7 days of shipping, unless otherwise noted. International Orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.
- Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside of our control. Unfortunately, we can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.
- Please note that shipping delays will occur if you provide an incorrect address at checkout.
- If your package is returned to our facility due to a shipping error, we’ll reach out to you via the email address or phone number you provided with your shipping information. If we don’t get a response within 5 business days, we hold the right to refund your order. This applies to all merchandise orders.
- Please note that in the event of an order split shipping, we can only refund you for what has been returned to us.
- You have up to 7 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits.
- For orders shipping within the US, if you have not received your package within 3-4 weeks after it ships, please reach out to us at the email or phone number listed above as soon as possible so we can resolve the issue for you.
- For orders shipping outside of the US, if you have not received your package within 6 weeks after it ships, please reach out to us at the email or phone number listed above as soon as possible so we can resolve the issue for you.
- If you receive tracking on an order but it has not been updated beyond the “pre-shipment” or “label created” stage within 2 weeks, please reach out to us at the email or phone number listed above to look into it for you.
- Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect shipping address at checkout.
- Some carriers will mark a package as delivered before they actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbors and still don’t have it, please reach out to us at the email or phone number listed above and we’ll do our best to help!
- Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchase; we are not responsible for any additional customs charges or fees once your package has left our facility.
- Customs fees are calculated based on the contents of each package. If an order arrives via multiple packages customs fees, customs fees will not increase but rather be collected upon import of each parcel.
- If customs fees are charged are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.
Returns & Exchanges
- Please contact our team by emailing us or calling the number listed above before shipping your package to us. If you ship an item to us for a return or exchange without contacting us first, we can’t guarantee that your request will be processed.
- Returns or exchange requests must be made within 3 days of the date you receive your order.
- Items must be returned in their original condition and packaging, with tags attached. Returned items cannot be washed, worn, used, opened, or altered in any way.
- If you wish to return an item received within a bundle for a refund, you must return the full bundle. Partial refunds will not be provided for items within a bundle unless there is verified damage to that item.
- You will cover the cost of return shipping, except in any case where we are responsible for the cause of the return or exchange (see “damaged, incorrect, or incomplete orders”).
- Please allow 3-5 business days for your item to be processed. Refunds typically take 2-3 business days to appear in your account once they’ve been processed but can occasionally take up to 10 business days.
Damaged, Incorrect, or Incomplete Orders
- If your item arrived damaged, or you received an incorrect item, we’ll need photos to verify the damage and/or to confirm which incorrect item was shipped. This helps us understand what went wrong and helps to make sure we prevent similar issues for you and other customers in the future.
- We are only able to process a refund or exchange for damaged and/or incorrect items within 3 daysfrom the date you received the order.
- Once we receive the photos, we’ll issue a return label to you via email. Once the affected item is shipped back to our warehouse, we’ll ship you a replacement. Please reach out to our team right away. We’ll resolve your issue as soon as possible! We are not responsible for any damages to any merchandise once the item has been worn, used, opened or washed.
- Often times, the images used on the store are digital mock-ups of what the product is intended to look like. This will typically vary once the product is created and shipped out.
- Feel free to reach out to our team if you feel that the product you received differs greatly from the digital mock-up on the store. Be sure to send a photo or two so our team can see the difference to better assist you.