Frequently Asked Questions (FAQ)

Accounts

Payments & Billing

SHIPPING & RELATED

Returns

Miscellaneous

Account

How do I create a gonzo.shop account?

Please use this link to sign up.

What is required to create a gonzos.shop account?

Your name & email.

How can I update my account info?

Please log in & click “my account” on the upper right corner of the screen.

I forgot my password?

Please use our password reset link at login.

Payments & Billing

How do I identify charges from gonzo’s shop on my credit card/billing statement?

The charge on your credit card or other statement will appear as “www.GONZOS.SHOP”.

What forms of payment does gonzo’s shop accept?

We accept the 4 major credit cards Visa, Mastercard, Discover, & American Express.

How will my billing information be kept secure?

Your billing information & card number is not shared with anyone including all gonzo’s shop staff & personnel.

Will I have to pay state-imposed sales tax?

Yes, this is automatically calculated at checkout according to your state or the state the order is shipping to.

How do I obtain a copy of my receipt or invoice?

Please email us here & we’ll email it to you shortly.

I just got a refund, when will it appear in my bank account

It can take 3 to 5 business days, but it typically goes thru in 1 to 2 business days.

I have a coupon code, how do I use this thing?

Please enter it during checkout. There’s a box located on the top right of the checkout page that say’s “coupon codes”.

SHIPPING & RELATED

What carriers & shipping speeds do you offer?

We utilize UPS, Fedex, & USPS. Our standard shipping service is 2 to 3 day EXPEDITED. We also offer over night express service at the best rate possible (please text us at 720-795-5933 for overnight pricing for your order)

What do you charge for shipping?

Shipping is free on all orders at Gonzo’s Shop!

Where do you ship from?

Our Warehouse in Wheat Ridge, CO (Denver Metro, Colorado)

What is the status of my order?

You may check your order status using our app here or by contacting us

When will my order arrive?

Average transit time is 2 to 3 business days, FASTER THAN AMAZON PRIME.

Can I change my shipping address?

If you’ve already placed an order & need to change your shipping address, please text us at 720-795-5933 & we’ll do our best to try to freeze your shipment & update the label to your new address. In most cases, it’s not possible to stop a package after it is in transit.

How long does it take to physically ship or dispatch my order?

After you place an order & your payment is confirmed we typically ship out in under 24 business hours.

Do you require signature upon delivery?

We require adult signature upon delivery.

Will it say “Gonzo’s Shop” on my shipment?

No, orders ship discreetly with out stating anything about the contents or "gonzo's shop" anywhere on the outside of the package.

What will my shipment look like?

Orders ship in plain brown boxes & all fragile items are sealed with heavy duty “fragile handle w/care” carton tape.

My shipment arrived broken, what do I do now?

First, our sincere apologies, no one likes it when this happens. Claims are a breeze though, simply grab your phone & take a quick image clearly showing the damage, now text the picture to 720-795-5933 or use our shipping damage form to send the image.

Do you ship internationally?

At this time, we do not, we only ship within the USA.

Returns

Do you accept returns?

We accept *NEVER USED returns within 14 days of delivery, please do not order when you are out of town or travelling. You pay return shipping cost. To start the process please message using our return form

What’s your return address?

We will provide our return address with your unique RMA number as soon as your return is approved.

I received the wrong product, what do I do?

This rarely happens, but if it does, we apologize for the inconvenience. First if you do not want the item DO NOT USE IT. Used returns are never accepted. Now simply contact us within 2 days of delivery & we’ll send you a prepaid return label.

Miscellaneous

How is my personal information shared & stored?

We do not share your information with anyone, ever. Read our Privacy Policy here. Your information is responsibly stored on shopify’s secure servers.

I forgot to use my discount code at checkout?

Please contact us for store credit/refund of the difference in price.

I already bought my item, but now I found a better price for it?

Please contact us for store credit/refund of the difference in price.

How can I cancel my order or items in my order?

It’s a breeze to cancel at Gonzo’s Shop, you can cancel you order or items in your order immediately after checkout, in your order confirmation emails, or directly from your "my account" page.

How do I become an affiliate of gonzos.shop?

Please contact us using this form

Why are some items out of stock?

Limited availability & production of our most popular products means that products are sometime out of stock. But no worries, we stock products daily!

When do you re-stock products?

We generally restock a brand or product as soon as it’s available.

How are your prices so competitive?

We are a small online based business with no walk-in retail location. Low overhead means the lowest prices for our customers!

Do you offer free gifts?

Every order, no matter how small, get’s a freebie of some sort.

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