FAQs

How Do I Contact Customer Service?

Please see our Contact Us page for customer service information, including phone number, address, email, and hours of operation.

How Do I Place A Phone Order?

To place an order by phone, please contact our customer service department. Please be sure to have item numbers ready when placing an order by phone.

What Is Your Returns, Exchanges, and Cancellations Policy?

We will always work to satisfy our customers and make it easy to shop with us. We appreciate your business - you directly benefit worthy causes with each and every purchase you make. Thank you for your patronage!

If you are not 100% satisfied with your purchase you may return eligible items for exchange or refund, subject to some restrictions. Please see the Returns and Exchanges section for more information.

Orders cannot be canceled or changed once the checkout process has been completed, an order number issued, and shipment process begins.

Why Isn't My Gift Certificate, Reward Certificate, Promotion or Offer Code Working?

For issues with gift certificates, reward certificates, or codes issued before September 1, 2018, please contact customer service for assistance.

For details and limitations regarding our current promotions and offers, please refer to our Promotions Policies page. Limit one promotion, free gift, or discount code per order. Orders may be canceled due to promotional abuse.

I'm not able to use my debit/credit card to make a purchase. What can I do?

More often than not, this error occurs from incorrectly entered billing information. Please make sure the information you provide matches with that on file with your credit card's financial institution. Please contact customer service for further information.

Can I change, add, or cancel an order that has been submitted?

We are unable to change, cancel, or add to orders once they are processed and authorized by the credit card company. Some of our items come from third-party vendors, and much of the process is automated, so there is little we can do once the order is submitted.

If the delivery address is incorrect, we can update the address on file and have the order re-sent once the package is returned to our shipping center. We encourage every shopper to double-check all information before submitting the order.

When Will My Order Arrive?

Most orders are processed from our fulfillment center within one to two business days. Once your order ships from us, the average delivery time for the standard shipping option is 1 - 2 weeks.

Custom items from our partner TeeLaunch typically ship within 5-6 business days. During peak shopping season of mid November to late December, orders may take up to 12 days after being placed to ship. 

Orders shipping to Alaska, Hawaii, and the U.S territories ship via USPS - please allow up to 3 weeks for delivery.

If available for your ordered items and selected, your level of U.S. expedited service will determine delivery time frames.

Once your order has shipped, 3-Day service means the service takes three business days from the date of shipment to arrive; 2-Day service takes two business days from the date of shipment; Next Day delivery means the package will arrive on the following business day from the date of shipment.

3-Day, 2-Day, and Next Day delivery are not available to Alaska, Hawaii, or U.S. territories, nor to P.O. boxes or APO boxes.

No Saturday or Sunday deliveries are available. U.S. national holidays are not delivery dates. Express packages will be shipped by UPS. Some rural addresses are not offered expedited service. Please make sure that the ship-to address on your order is correct. Manual address corrections due to errors or P.O. Box numbers will delay your package significantly and/or result in additional shipping charges. Free shipping and flat rate shipping do not apply to bulk orders.
UPS Ground Shipping includes a tracking number for your package.

For international orders, packages typically arrive within 2 to 4 weeks of shipping date, depending on Customs handling.

Am I able to track my package online?

Tracking information is emailed to the email address listed on the order once shipment has been confirmed.

As well, your customer account page will have tracking information for your order once it has been marked “Fulfilled”. You may need to create an account to access your order history. To see the tracking number and link to tracking details, just click on the order ID number, that will open up the respective order detail page. On that page it will list a Fulfillment date along with a tracking ID, which is also a hyperlink to a tracking details page.

For further inquiries regarding tracking of your order or if your delivery is overdue based on the schedule above, please contact customer service.

Why does my user account look different, why has this changed?

Our store has moved platforms! We have a new look and some features may be missing, but please look forward to improvements in the future and contact us if you have any concerns.

I received a damaged or incorrect item or am missing an item(s). What is my next step?

Please Contact Us and we will make it right.

Some products were not on my packing slip. Will they be coming separately?

Custom items from our partner TeeLaunch are fulfilled separately. Once shipped, U.S. customers should receive the order in 2-3 days.

Some items like jewelry or edible items we offer ship separately from another vendor. Any product listed on your packing slip should be in your package. Please let us know if a listed product on your packing slip is not received.

Do you offer a paper catalog?

Currently our products are only available on our online stores.

I do not have a credit card or do not purchase over the Internet. What are my options?

We are no longer able to accept checks for online orders. For customers who do not want to use a credit card for payment we do accept payments using PayPal.

If you wish to send a donation by check these maybe sent to:
GreaterGood Customer Service
7777 Golden Triangle Dr.
Suite #200
Eden Prairie, MN 55344, USA

I have a new email address. How do I change my reminders and newsletters?

We are not able to update email subscriptions manually. Please subscribe your new email address as you did the previous address. This is for your privacy and protection. Your old email address will be automatically removed once an email reminder or newsletter "bounces", or you may unsubscribe using the link at the bottom of any email you receive from us.

Where do you deliver?

We ship to all U.S. locations (including AK, HI, and APO/FPO destinations). We also offer international shipping on most products - look for "International Shipping Available" on the product page. We ship to many but not all countries. When entering your ship-to address during checkout, select a country from the drop-down list. For our customers in the U.S. Territories, please select "U.S." as the country and your territory abbreviation from the state drop-down list.

How much does it cost to ship an order internationally?

The cost to ship to internationally is determined by our website at the time of purchase. You will be given your shipping totals before you are required to complete your order. Any applicable taxes or duties are not included. We would like to provide possible import and duty cost, but as these cost differ from location to location, and are constantly changing, we are not able to. All costs quoted in U.S. dollars.

Is my order tax-deductible in the U.S.?

Only direct donations to GreaterGood.org via a Gift That Gives More™ qualify for a tax deduction under current U.S. regulations. Upon purchase, you will be sent an emailed receipt for your taxes.

Do you collect sales tax?

Our stores collect and pay sales tax in some states as required by law. If sales tax is applicable to your order it will be calculated and shown during check-out.

How long do out of stock products take to get back in stock? Can I place a back-order?

Restocking times vary depending on the product. We suggest checking back periodically on the site to find the product. At this time, we do not have a way to process back-orders for products that are sold out.

I would like to sell my products at the GreaterGood® store. What do I need to do?
GreaterGood welcomes product submissions for review by our buying team. Please send a letter describing your company and collection along with a product sample and pricing to:

GreaterGood® stores
c/o CharityUSA.com, LLC
One Union Square
600 University Street, Suite 1000
Seattle, WA 98101, USA
Attn: Buying Team - Sample Submission

Please note that product samples will not be returned, nor do we pay for samples.

Product submissions do not imply or guarantee an intent to purchase submitted products. Due to the volume of product submissions, we are not able to acknowledge receipt of every product. Please email buyers@greatergood.com with your product submission information.

I am ordering from outside the U.S. Will I pay duties on my order?

Additional charges (sales tax and duties, for example) may apply on some orders to some countries. These charges are determined by the import and customs regulations of the destination country. Consequently, these charges will not be included in your total at checkout.

Why do I need to provide my credit card identification number?
We require this information since it is becoming a standard for security purposes. This additional card code is a security measure added to the credit card specifically to ensure that the person making the order has the actual card in his or her possession.

Do you have wholesale pricing for bulk orders?
For large quantities of the same item we may be able to offer an additional discount. Free shipping and flat rate shipping do not apply to wholesale or bulk orders. For wholesale or bulk orders, additional shipping charges may apply. Please Contact Us for more information.

The size, color, or style I want is missing from the product choices. Can I still order it?

If you encounter this, the size or color is unavailable or may be out of stock. As restocking times may vary, our recommendation is that you check the website regularly for available sizes.

Do you share customer information?

CharityUSA may provide your personal information to third parties that provide services to help us with our business activities such as shipping your order or a payment processor to bill you for goods and services. These third party service providers do not retain, share, store, or otherwise use your personal information for any other purpose other than to provide services to us, and are prohibited from marketing to you.

We reserve the right to disclose your personal information as required by law, such as to comply with a subpoena or similar legal process, and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our website. If CharityUSA is involved in a merger, acquisition, or sale of all or a portion of its assets, you will be notified via email and/or a prominent notice on our sites of any change in ownership or uses of your personal information, as well as any choices you may have regarding your personal information.

Please review our Terms of Service and Privacy Policies.

Your store isn't loading or working correctly.

If you are having trouble seeing parts of our store, or if elements on the page seem to be improperly formatted, try clearing your cache by holding down your shift key and reloading the page.

If the problem persists, you may be using an outdated browser version. Our stores are hosted by Shopify which currently supports the latest two versions of all most common browsers (Google Chrome, Mozilla Firefox, Apple Safari, Microsoft Edge, Opera, Apple Safari for iOS, Google Chrome for Android). Please consider updating your browser if you are having trouble with page loads or features not functioning correctly. Otherwise, please contact customer service with the exact error you are encountering so that we can better assist you.