1. Shipping Information
Are the products in stock?
Yes, all the product displayed on GoTen platform are in stock except for the products tagged with Restocking.
Which express do you use for shipment?
UK: Roymail, Hermes
What about the shipping fees?
We offer free shipping service while the shipping cost is covered in the product price. However, extra shipping fees will be charged for the remote shipping address or overweight products. The free shipping service is not available for the following remote regions：PR,HI,VI,AE,AP,AK,GU,AS,MP/ PUERTO RICO（PR）/ HAWAII （HI）/ VIRGIN ISLANDS （VI）/ ALASKA （AK）/ GUAM GU（GU）/ AMERICAN SAMOA（AS）
For more details, please contact your account manager.
Where are your warehouses?
Our warehouses locate in New Jersey, California, Atlanta for US market and Birmingham for UK market.
How can I check my order?
Normally, the tracking number of the parcels can be offered within 24 hours of placing the orders. You can check the status of each package via FedEx, USPS, UPS, etc.
What about GoTen shipping times?
Shipment will be arranged within 24 hours of placing and order on GoTen platform. It takes about 2 to 8 days for delivery.
Can I upload the tracking number to my store in one click?
Yes, but you need to be authorized to synchronize the orders via GoTen platform. You can enable the platform authorization by going to My GoTen> Third-party platform> Platform authorization.
2. Payment Information
What currencies can I use for payment on GoTen platform?
There are two currencies that can be used for payment on GoTen platform:
(1) US Dollars (USD)
(2) Pounds (GBP)
How to pay for the orders on GoTen platform?
You can pay for the orders in the following ways:
a. Credit Card* (Highly Recommended)
(1) The accepted credit cards include: Visa, MasterCard, American Express, Discover, and JCB.
(2) At present, credit card payment method only supports payment for orders and cannot be used in recharge.
(3) Credit cards can be used to pay for orders in US dollars, pounds, and euros, and the handling fee for transaction is: 3.25% of the total transaction+$0.17/€0.15/￡0.13.
(4) Because we currently do not support card binding with the GoTen platform, please directly enter the card number and CVS during the payment process. And you need to re-enter it when paying again.
(5) For orders paid with a credit card, if there is a refund in/after the sales, the refund amount will be returned to your account balance of the GoTen platform, and this part of the refund amount can't be withdrawn.
(1) Payoneer can be used to recharge or pay for the orders directly.
(2) Payoneer account and currency are needed before recharging or payment.
(3) Recharge and pay in real time.
(1) PayPal can be used to pay for the orders directly.
(2) PayPal account and currency are needed before recharging or payment.
*N.B.: To enable PayPal as a payment method, please contact your account manager and submit an application.
(1) Recharge the balance via Payoneer in your GoTen account.
(2) Pay for the orders with the recharged balance.
(3) The balance can only be withdrawn to the original account.
3. Handling Fee
No service charge will be included in the prices of products that come with free shipping from 9:00 a.m. (PST), August 31, 2020. Henceforth, when topping up your account or paying for orders, you will have to pay the handling fee according to the payment method you choose.
||Handling Fee for Transaction
||Handling Fee for Top-up
||Handling Fee for Remittance
| Credit Cards - USD
| Credit Cards - EUR
| Credit Cards - GBP
| PayPal* - USD
| PayPal* - GBP
| PayPal* - EUR
| Bank Transfer
||Subject to specific bank transfer rates
Because handling fees are charged by third-party payment processors, after new billing rules take effect from 9:00 a.m. (PST), August 31, 2020, handling fees will not be returned in case of refunds of orders shipped. The rest of the order amount will be returned to the balance of your GoTen account. Handling fees will not be charged if you use the balance to pay for orders.
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