What A Cluster Keychain

Shipping Policy

One of the things we love most is getting delicious Goo Goo Clusters from our home in Nashville to yours. Online purchases are currently available for shipping in the 48 contiguous United States, Alaska (expedited only), Hawaii (overnight only) as well as Canada (requires contacting our Customer Service team).

Before your order leaves our building, we treat it with the utmost care. Please review the shipping terms and policies to understand your responsibilities to ensure your purchases arrive in the best possible condition.

Order Processing

Daily Order Cut Off Times:

-Orders placed Monday-Wednesdayby 12 noon CST will be processed same day.

-Orders placed Thursday before 12 noon CST will only process that day if it is possible for the order to arrive to its destination by Friday.

-Orders placed Thursday after 12 noon CST will be processed on Monday.

-Orders placed Friday-Sundaywill be processed on Monday.

*Please note that it may take us an additional business day to process certain orders, primarily those that contain our handmade Premium chocolates. 

Express Shipping:

Please be advised, if choosing the Overnight Shipping option after 12 noon on Thursday-Sunday, your order will not be processed until the following Monday
(see Cut Off Times above). The overnight option does not include Saturday and Sunday deliveries. We cannot guarantee Monday deliveries on any
order. 

Shipping in Summer Months and to Warm Weather Destinations

While we do our best to ensure orders arrive in the best condition, shipping chocolate during the warmer months is always a risk. Transportation delays and outdoor temperatures are not within our control. We strongly suggest choosing the Overnight Shipping option during warmer months or when sending chocolate to a warm weather climate. In our experience, even 2-day transit is too long for our real milk chocolate confections to hold up during delivery to some locations.

Please note: if you receive a melted order and you chose a shipping method other than Overnight Shipping during checkout, we are unable to replace the product. Only overnight delivery is guaranteed to arrive in good condition.

When the weather is 72˚F or higher (typically April-October), between our facilities in Tennessee and the delivery location, Ground Shipping may not be an available shipping option. During the rest of the year, if 2-day or Overnight Shipping are the only options shown, this means the delivery state is in a warm weather climate zone.

During the warmer months, we automatically package the products in insulated shippers with cold packs to help protect the chocolate from melting. These protect the product for up to 24-48 hours, depending on the temperature levels outside of the container. A $10 materials fee is included in the total shipping charge for ALL candy orders shipping in these months to cover the cost of the additional insulation.

There may be times we need to contact you to change the shipping method to ensure that your order does not melt in transit. With your approval, we may cancel the order and issue a new option with the most appropriate shipping method.

We advise you to closely monitor your order's progress using the tracking number sent to your email; check your spam folder to prevent an order from being potentially unattended in the hot sun. If you are unable to personally receive your order, please route to a shipping address where someone can receive and place your purchase in a cool, dry place. 

Weather permitting, Ground, 3 Day Select, or 2 Day Air are typically acceptable shipping options from November to March to most areas of the country.

International, APO Shipments, P.O. Boxes

Currently we are only able to ship internationally to Canada and APO addresses. Our hope is that one day Goo Goo Clusters will be easily available worldwide.

Canada and APO Shipments:For inquiries on Canadian and APO shipments, please email ggcinfo@googoo.comwith the merchandise and quantity desired, and shipping address for an estimate. Please be aware that certain items may not be permitted to ship through customs in some countries. Goo Goo Cluster is not responsible for damaged chocolate shipped overseas or tariffs and taxes from the receiving country. 

P.O. Boxes: Our preferred carrier, UPS, does not ship to P.O. Boxes. A valid street address is required upon checkout to purchase Goo Goo candy and merchandise. 

Incorrect Address

Please double check all address information on orders prior to submission as you will be responsible for any additional shipping charges incurred for packages returned due to incorrect or incomplete information. 

Each purchaser is responsible for inputting the correct address with their order.
Each order will receive an email confirmation that includes shipping information. If the address in your order confirmation is incorrect, please
notify us immediately at ggcinfo@googoo.com. If the address is incorrect and the order has not yet shipped, we may be able to correct it, but this is not guaranteed. If the address is incorrect and the order has been shipped, we are not able to make any corrections or issue a refund. Please email us at ggcinfo@googoo.comwith the correct shipping address
(company name, suite number, floor number, etc.) and recipient name with the subject line "Incorrect Address,” so we can address the matter urgently.

In the event that a package is lost or stolen because of an incorrect address provided by the purchaser, we are not able to issue a refund.

Lost Orders

If a product is lost in transit due to an address error, theft, or negligence, we are not able to issue a refund; it is the purchaser's responsibility to request compensation from the shipping carrier. This applies to orders being shipped to a home, business, or third party.

Missing Items

If an item is missing from your order, submit a claim to ggcinfo@googoo.com within 48 hours of the delivery and include your order number. We are unable to resolve matters over
the phone as we thoroughly track and record each claim.

Out-Of-Stock Items

In the event that a product ordered is unavailable, you will be contacted to delay shipment, cancel your order, or be refunded for the out-of-stock item. Please note that we do not back-order out-of-stock items and should you reorder, you will be responsible for the cost of shipping.

Hold Requests

We cannot accommodate requests to hold placed orders for future ship dates.

Holiday Shipping

Delays with many shipping carriers can occur during holiday seasons. Please take this into consideration and plan ahead to ensure your shipments arrive on time.

Returns, Refunds and Exchange Policy

For details about what qualifies, see our completeReturns, Refunds, and Exchange Policy.

Goo Goo Cluster Satisfaction Guarantee

If you feel that something is not right with your order, please contact us via email with photos at ggcinfo@googoo.com.
We are unable to resolve matters over the phone as we thoroughly track and record each claim. Please note that we cannot replace a shipment when damage is caused by the carrier or the carrier did not deliver on time/perform as contracted.

Returns, Refunds, and Exchanges

 Chocolate

Due to safety and quality regulations, we are unable to accept returns of perishable goods. If you feel that something is not right with your order, please contact us via email at ggcinfo@googoo.com. We are unable to resolve matters over the phone as we thoroughly track and record each claim.

For all inquiries:
1. Notify us within 48 hours of delivery or purchase.

2. Give a brief explanation of your concerns, accompanied by clear photos of the packaging and chocolates in question.

3. It is best not to discard the packaging, as we may request you return them to us for quality assurance inspection. 

Merchandise

Merchandise, apparel and any non-chocolate purchases from googoo.com or the Goo Goo Shop in downtown Nashville can be returned or exchanged within 30 days of purchase with the original receipt. Please contact ggcinfo@googoo.com if you have specific concerns or requests.

GooGoo.com Orders

Cancellations or Changes

If for any reason you need to cancel an existing order, please note this is only possible if the order has not already been shipped. If the carrier has already picked up the order, cancellations are not available. In addition, we are unable to make any changes to the shipping method or address once the order leaves our facilities.

Shipments

We are not responsible for lost or stolen orders nor carrier delivery delays. Please make sure to monitor your tracking number and email notifications accordingly. If your package is lost in transit, you will need to file a claim with the carrier.  See Shipping Policy for full details.

Address accuracy

Each purchaser is responsible for ensuring the correct address is used when placing an order. Each order will include an email confirmation with shipping information. If the address on your order confirmation is incorrect, please notify us immediately via email at ggcinfo@googoo.com. If the address is incorrect and the order has not yet shipped, we may be able to change it, but this is not a guarantee. If the order has shipped and you notice the shipping address is incorrect, we are unfortunately not able to make any changes and are unable to issue a refund. In the event that a package is lost or stolen because of an incorrect address provided by the purchaser, we will not be able to issue a refund.

Retail Partner Purchases

Purchases from retail partners must be returned directly to the location of purchase. We will gladly follow up on any concerns you might have regarding your purchase from a retail partner. In order to do so, please submit the store you purchased from (including address), proof of purchase, and an image of the candy with lot number and expiration date, in an email to ggcinfo@googoo.com to begin a claim.

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Damaged Chocolate (broken, melted, bloomed, other)

If your chocolate was damaged in transit (ex: broken, melted, bloomed), please email us at ggcinfo@googoo.com so we can respond to your concern. 

1. Notify us within 48 hours of delivery confirmation via the tracking history that the carrier provides.

2. Give a brief explanation of your concerns, accompanied by clear images of the packaging of your order and of the chocolates in question.

3. Do not discard packaging material and your chocolates as we may need for you to return them, for quality assurance purposes.

4. If you discard the damaged chocolates and packaging, we will not be able to submit a claim through the carrier for you and support you in getting your issue resolved in a timely manner.