Bookmark this page for updates on any impacts to Gooten fulfillment and customer support.Read More About Our Response to COVID-19
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Here at Gooten, our team is working around the clock to support your business, your orders, and your customers. With things changing so quickly in the world, we wanted to keep you apprised in real-time as we receive more information.
At this time, Gooten is seeing longer production times for certain products with our manufacturers due to increased order volumes and manufacturers following safety protocols in their respective locations.
We are also experiencing delays in customer service responses due to overwhelming volumes of support tickets. We created a new Customer Support Times table below is give you a snapshot of current estimated customer support response times.
We are doing everything we can to better the Gooten Partner Experience during these unprecedented times. We appreciate your patience while we are dealing with these challenges, and thank you for being a Gooten partner. We'll continue posting updates as they come.
support response time
2-3 business days
For support requests submitted as of 06/01/2020
June 2, 2020 - Apparel experiencing production delay of 20 business days or more.
May 29, 2020 - Aprons are temporarily out of stock.
We will update when they are back in production.
May 26, 2020 - Phone cases experiencing production delay of 7 business days or more
Due to overwhelming volume and COVID-19 safety precautions, our manufacturing partner is experiencing delays in production times for phone cases. Please note, phone cases are taking 7 business days or more to be produced.
We will update when production times are back to normal!
For more information on specific production delays, please see our knowledge base.
May 25, 2020 - Production delays for certain products can be found in our knowledge base / Bella + Canvas 3001 in Heather Raspberry 2XL & 3XL temporarily out of stock
We will continue to update partners when products are experiencing longer than normal production times, but for more information on specific production delays, please see our knowledge base.
Additionally, this should not effect many partners, but please note we are temporarily out of stock of Bella + Canvas 3001 t-shirts in Heather Raspberry 2XL and 3XL.
Our world has changed. eCommerce merchant partners from around the world are relying on Gooten now more than ever before, which brings excitement, but new challenges for all of us. I'm so proud of the work that our team and manufacturing partners around the world have done during these challenges times, but between pressing needs to keep workers safe and an explosion in order volume, we've certainly fallen behind and have not been able to maintain the consistent level of customer service and communication that I know you expect.
I'm writing to let you know that we're actively working to address this problem. We continue to invest on behalf of our merchant network to provide the level of customer service you need and expect. As of today, we've brought in a strategic leader for our Partner Support team with 15+ years of industry experience and increased agent team headcount by 50%.
Over the next 30 days, we'll be bringing on additional account managers, operations analysts, and engineers to make improvements to our service, network, and platform. Personally, I've been on the phone every day, all day with our manufacturers working with them to deliver on what matters most — getting your orders out on time, while ensuring the safety of the individuals producing and shipping items around the clock.
We've gotten questions asking if we're still here. The answer is a resounding yes. We will get through this difficult period and come out a better and stronger Gooten that will power your businesses going forward.
Chief Executive Officer
May 15, 2020 - Shipping temporarily suspended to Namibia
May 14, 2020 - Shipping has been re-enabled to certain countries
For USPS: Bosnia and Herzegovina, Estonia, Moldova, Montenegro, Israel
For DHL: Hong Kong, China, South Africa
We will continue to update as shipping becomes re-enabled for more countries!
May 13, 2020 - Important face mask covers production update
Through last weekend, we've seen thousands of face mask orders ship, and we're starting to see orders go out at a rate of 2,000-3,000 per day. At the current pace of fulfillment, we expect our manufacturing partner to have cleared the entire Gooten backlog in the next 10-15 days.
Our CEO has been on the phone with the manufacturer's leadership team daily to get updates and work with them to get orders out as fast and accurately as possible.
We've noticed and received some feedback about poor face mask product quality. Please let our support team know if you feel that a replacement face mask should be issued, as we're working with the manufacturer to get a priority queue set up for replacement orders. We're also continuing to offer refunds for any orders that haven't shipped.
Our support team has been inundated with requests, so if we don't get back to you before an order ships, we will still honor your request for a refund.
Thank you for your patience in working through this with us. We still advise you to remind your customers that we're experiencing uncertain times, the manufacturer is working with a smaller crew due to COVID-19, and this product has been extremely popular so delays are an unfortunate reality.
At this time, we haven't found a reliable production partner with the ability to accommodate large enough volumes that we feel comfortable bringing back face masks into our catalog for future sales. We won't bring back face masks to the Gooten catalog until we're confident we can offer reasonable turnaround times and a high-level of product quality.
Our customer support team is fielding thousands of inquiries daily. They work through tickets from the oldest to newest, so following up in the same thread on old tickets just bumps requests lower in the queue. We're doing our best to respond to initial inquiries within 24-48 business hours, but due to volumes, it's taking us longer in some cases to get back to our partners. We're working close to 24/7 to get back to your questions and are bringing in additional staff to help with volumes, so we thank you for your patience.
Please read through our COVID-19 Customer Service Guide for additional best practices for fielding customer service requests.
May 12, 2020 - Apparel experiencing up to 10-15 business days production time & average production times updated in product catalog
We've been updating that apparel is generally experiencing longer production times due to overwhelming volumes of orders, so please expect apparel to take up to 10-15 business days for production.
Additionally, our team has updated products in the catalog to reflect current production times.
We continue to experience extremely high volumes of support tickets, so customer support times are still seeing major delays. If you haven't received a response, we want to assure you that tickets are still being answered chronologically and aren't lost in the system. Please remember: When you submit a ticket it gets put into a queue for the agents to pull from (oldest tickets get answered first). If you follow up to the same email, your ticket will automatically get updated and pushed to the bottom of the queue again, making it difficult to reach.
For more Customer Support best practices, please see our COVID-19 Customer Service Guide.
May 11, 2020 - Certain products back in stock with normal production times
These times are now back in stock and have production times of 3-4 business days:
May 8, 2020 - COVID-19 Customer Service Guide
Yesterday, we mentioned our efforts in adding more customer support agents to our team, and since that will take some time, we wanted to provide some useful best practices and resources in a COVID-19 Customer Service Guide.
Feel free to check out this page, and hopefully it can be a helpful resource for you!
May 7, 2020 - General Gooten Update: Thank you for bearing with us
We wanted to take a moment to thank you for bearing with us during these times of increased customer support responses and longer production times for many of our products.
There is a glimmer of hope, though ... We're expecting production to speed up in the coming weeks as we've been working with our manufacturing partners to be able to scale production processes and safely add workers back into facilities where it's possible.
On our own team, we're hiring more customer support staff to help speed up response time so you can get the answers you need faster. It will still take a bit to start to see response times decreasing, but we'll be sure to let you know when things are getting back on track.
We feel we've hit the peak and are starting to see a light at the end of the tunnel, and we appreciate you sticking by us during these challenging times.
In the meantime, any additional updates will still live here on our status page, and we hope to be able to bring you more positive new in the coming weeks.
-The Gooten Team
May 6, 2020 - Out of stock update & temporary increase in Phone Case production time
Bella +Canvas 3001 in Heather Mauve (all sizes), Heather Peach (all sizes) and Berry (3XL only) are temporarily out of stock.
Phone Cases are currently experiencing a production time of up to 5 business days.
May 5, 2020 - Production delay for certain products
Please expect the following products to have a production time of 7-9 business days. We will update when this is back to regular production time!
May 4, 2020 - Continued delays on apparel production times & Face Mask Cover order cutoff tonight at 11:59pm
As previously mentioned April 14th, our manufacturing partners are still seeing delays in apparel production due to high-levels of demand and a need for the manufacturing facilities to operate safely for their workers.
We advise to let your customers know that orders are taking a longer than usual due to high-demand and the extraordinary circumstances that we're living through.
Additionally, this is a reminder that Face Mask Cover orders must be placed before 11:59 PM today May 4th, as we will no longer be accepting orders after that time. Please see May 1 status below for additional info.
May 1, 2020 - Face Mask Cover Production Update
Since launching face mask covers, we’ve been doing our best to communicate up-to-date status information about its production. We have been guiding toward a production turnaround time of 10-15 business days, and today we learned that our manufacturing partner may need up to 1 month to ship an order from the date the order was received. We are prioritizing the oldest orders in our system, and to help speed things up, we’ve made the difficult decision to cease from accepting new face mask cover orders come May 4th at 11:59 PM. Our manufacturing partners’ teams are working 24 hours a day, 7 days a week, to get these orders out.
We’re working closely with production teams to decrease this manufacturing lead-time while maintaining safety precautions for staff due to COVID-19. We expect to see a significant amount of face mask cover orders ship over the weekend and into next week. As you may have noticed from monitoring your own orders, orders for a single cover are shipping out much quicker than orders for multiple covers because they do not need to be consolidated into a single package at the end.
Starting Monday, there will be a dedicated fulfillment team focused on clearing the backlog of face mask cover orders currently in production, so you should expect to see shipping rates increase throughout the next week.
Helping Your Customers
We advise telling your customers you will not be accepting new orders for face mask covers after May 4th, as Gooten will not be accepting new orders for the product after that date. If you’re interested in continuing to sell face mask covers, we have limited options for partners to make bulk orders of 3,000 pieces or more of a single design. Our account management team is currently reaching out to stores we believe may be interested in this program.
Customers who have already placed an order that is in production at Gooten should still expect to receive their products, though we continue to urge you to tell customers that delays are likely and we are not guaranteeing turnaround times for these orders.
If you need to cancel and refund orders because customers are not satisfied with production times, please let Gooten know by contacting our team at firstname.lastname@example.org.
We understand how much of an inconvenience this product discontinuation is for you and we truly apologize. We want to make sure we are able to provide our partners with more reliable production times during rather unpredictable times, and that is where we are focusing our efforts. We’ve had this product live for a month and have witnessed unprecedented demand, which will enable us to make sizable donations to charitable organizations that we’ll be announcing more about next week.
Our concern remains for the safety of our employees, production staff, and merchant partners like you. When we can safely and reliably add back face mask covers to our catalog, we plan to do so.
-The Gooten Team
April 29, 2020 - Mini Value Fleece Blankets discontinued
This item will no longer be available in the Gooten catalog.
April 24, 2020 - More temporary increases in production time for certain products & Shipping carrier delivery suspension update
The following products will see a temporary increase in production time due to an increase in order volumes. We will be sure to update when production times are back to normal!
Please expect these products to take up to 6-10 business days to be produced:
Car Seat Covers
Changing Pad Covers
Custom Can Cooler
Fleece Sherpa Blankets
Glass Cutting Boards
Hooded Baby Towels
Indoor/Outdoor Floor Mats
Rounded Beach Towels
Sherpa Blankets (Infant Sizes)
Vapor Fleece Blankets
Shipping is temporarily suspended to the following countries:
Antigua & Barbuda
Trinidad & Tobago
Turks & Caicos
April 23, 2020 - Temporary increase in production time for certain products
The following products will see a temporary increase in production time over the next few weeks due to an increase in order volumes. We will be sure to update when production times are back to normal!
These products will take 2-4 days longer than usual to be produced:
Easel Back Canvas
Fine Art Prints
Framed Canvas Wraps
Framed Traditional Stretched Canvas
Hanging Canvas Prints
Traditional Stretched Canvas
These products will take an extra 1-2 days longer than usual to be produced:
April 23, 2020 - Customer Support delays & important Etsy info regarding selling face mask covers and best practices
For partners selling on Etsy:
Etsy has been cracking down on coronavirus merchandise, so we thought it'd be good to share their updated guidelines on Selling Face Masks and Covers on Etsyand How to Manage Your Shop During COVID-19.
To partners experiencing much longer customer support response times:
We totally understand your frustrations at this moment, and we sincerely apologize. Our customer support team is trying their very hardest to get through each ticket in the order they were received, and with this increased volume of tickets it’s taking much longer. We will keep doing our best to address each question or concern in the order they are received, and we hope you accept our sincerest apologies. We also thank you for continuing to be a Gooten partner in this difficult time.
As a reminder, our Customer Support team work hours are 3am-5pm EST, and we ask to allow at least 24-48 hours for a response due to the current backlog.
Please note: Since tickets are addressed chronologically, if a partner sends an email and then follows up on it in the same thread before receiving a response from Customer Support, that ticket is pushed to the back of the queue automatically.
April 17, 2020 - A message to partners regarding face mask covers:
Due to extremely high demand, production time for face mask covers is now 10-15 business days, as mentioned before. While our manufacturer is quickly looking for safe and effective ways to increase production without jeopardizing the health of their employees, these are unpredictable times and they are doing their absolute best to keep fulfilling your orders while making sure safety standards are being maintained.
It is important to note that while orders are still being fulfilled, we encourage all our partners selling face mask covers to communicate to their customers about the unpredictability of production times and to not guarantee delivery times in order to set realistic expectations.
We apologize for any inconvenience, and we hope you can understand that while our manufacturers have plenty of raw material on hand, they are finding it difficult to physically be able to keep up with the demand as hundreds of thousands of mask orders pour in daily. This is not just the case with our manufacturer but rather is a shared phenomenon across manufacturers that we've spoken to — anyone making masks seems to be getting overwhelmed with orders right now.
We’ll be working hard on our end to keep fulfilling to the highest of our ability and will keep communicating all pertinent updates and information here, so be sure to bookmark this page!
Update on our donation of face mask proceeds:
With the success of face mask covers — thanks to you, our amazing partners — we will be donating the proceeds in the month of April not only to the World Health Organization’s COVID-19 Relief Fund, but also to local organizations that would greatly benefit from and be more directly impacted by a sizable donation.
As a globally distributed team, we will be discussing important local organizations that are dear to us and narrow down where donations will go in April. In May, we’ll share a blog post indicating which organizations we gave to and their story.
April 14, 2020 - Delays in production for apparel & face mask covers and for customer support first response times
We're seeing some extended production times right now for apparel due to high-levels of demand and a need for the manufacturing facilities to operate safely for their workers. We haven't felt a huge impact from this yet, but we do expect to see a slowdown in order turnaround times over the next 5-15 business days. If you're a store owner, you may want to consider letting customers know that orders are taking a bit longer than usual due to high-demand and the extraordinary circumstances that we're living through.
Additionally, our customer service team is working hard to address your questions or concerns, but please expect to see a delay of few hours in our customer service first response times. We apologize for the inconvenience and will do our very best to get everything back on track soon!
April 9, 2020 - Shipping carrier delivery suspension update
Here is the most recent update on delivery suspensions to countries from DHL, USPS, UPS & FedEx:
- USPS & DHL: Angola, Bolivia, Botswana, Cameroon, Cayman Islands, Chad, Cook Islands, Costa Rica, Dominican Rep, Ecuador, Fiji, French Polynesia, Gambia, Guatemala, Guinean-Bissau, Honduras, India, Kuwait, Laos, Lebanon, Libya, Madagascar, Malawi, Maldives, Moldova, Mongolia, Nepal, New Caledonia, New Guinea, Panama, Paraguay, Peru, Samoa, Saudi Arabia, Senegal, South Africa, Sri Lanka, Sudan, Uganda, Uruguay, Vanuatu, Venezuela, Wallis & Futuna, Zimbabwe
- USPS (additionally): Netherlands Antilles, Benin, Bosnia and Herzegovina, Burundi, Curacao, Guyana, Kenya, Kiribati, Kyrgyzstan, Lesotho, Mauritius, Mozambique, Seychelles, Solomon Islands, Tajikistan, Tanzania, Tonga, UAE, Zambia
- DHL (additionally): Bahamas, Bermuda, Brunei, China, Jamaica, Luxembourg, Macau, Mali, Montenegro, Morocco, Myanmar, Philippines, Saint Kitts, Saint Lucia, Suriname, Trinidad & Tobago, Tunisia
- FedEx: Bangladesh, Bhutan, Burundi, Chad, Dominican Rep, Eritrea, Gambia, Guinea, Guinean-Bissau, India, Laos, Lesotho, Libya, Mongolia, New Guinea, Norfolk Island, Philippines, Seychelles, Vanuatu, Fiji, French Polynesia, Kiribati, Nepal, Samoa, Tonga, Uganda, Wallis & Futuna
- UPS: Botswana, Maldives, Mauritius, Morocco, Myanmar, New Caledonia, South Africa, Tuvalu, Fiji, French Polynesia, Kiribati, Nepal, Samoa, Tonga, Uganda, Wallis & Futuna
April 8, 2020 - Two vendors — Acrylipress & Black River Imaging — are temporarily closing due to COVID-19
Because of this, a few items will be unavailable for the time being, but we will update when they are back up and running.
- Acrylic Trays
- Luggage Tags
- Wall Calendars
- Certain Metal Ornament Shapes: Bell, Christmas Tree, Classic Round, Clover, Diamond, Dove Box, Fancy Mirror, Holiday Home, Holiday Star, Rain Drop, Sun Burst, Turtle Shell
- Acrylic Prints
April 2, 2020 - General update & shipping carrier updates; socks back in stock
Yes, we are still fulfilling orders and are fully operational.
We’ve been getting plenty of questions regarding our fulfillment, and the answer is, yes, we are still fulfilling orders & are fully operational! Our team has been on top of making sure there are no disruptions here. To read more about how we are able to still operate and fulfill orders with our manufacturing network, please refer to our COVID-19 Response.
Socks Back in Stock
We are happy to announce socks are finally back in stock! If you have had these in your store or were looking to add, feel free to start offering to your customers again.
We are still seeing little impact of shipping carriers unable to deliver to countries where a large amount of customer orders are being placed, but here are some affected areas and general carrier updates we want to share:
- DHL has suspended shipping to: Brunei, Darussalam, Cayman Islands, Easter Island, China, Ecuador, Honduras Hong Kong, India, Kuwait, Lebanon, Libya, Macao, Madagascar, Maldives, Mauritania, Moldova, Mongolia, Montenegro, Morocco, Myanmar, New Caledonia, Peru, Philippines, Samoa, Somalia, South Africa, Sri Lanka, Suriname, Tunisia, Zimbabwe, Angola, Benin, Cameroon, Gambia, Guatemala, Kyrgyzstan, Laos, Lebanon, Malawi, Moldova, Mozambique, Paraguay, Senegal, Seychelles, Sudan, Tajikistan, Tanzania, Tonga, Uganda, Uruguay, Vanuatu, Venezuela
- USPS has suspended shipping to the following countries: Botswana, Cayman Islands, Chad, Ecuador, Fiji, Honduras, India, Kuwait, Libya, Madagascar, Maldives, Mongolia, New Caledonia, Panama, Peru, Saudi Arabia, South Africa, Bolivia, Sri Lanka, Zimbabwe, Angola, Benin, Cameroon, Gambia, Guatemala, Kyrgyzstan, Laos, Lebanon, Malawi, Moldova, Mozambique, Paraguay, Senegal, Seychelles, Sudan, Tajikistan, Tanzania, Tonga, Uganda, Uruguay, Vanuatu, Venezuela
- USPS has removed the "guarantee" on all methods until further notice.
- UPS has also removed the "guarantee" on all methods until further notice.
- FedEx has removed their "Money Back Guarantee"
- All international and transatlantic shipments are moving with delays
For the most accurate information regarding deliveries to your area, we recommend checking with your local carriers and/or governments to see if deliveries may be restricted or disrupted, affecting the estimated delivery date for your order.
We are closely monitoring guidance from the Centers for Disease Control and Prevention (CDC) as well as the World Health Organization (WHO) around the spread of COVID-19: “In general, because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures.”
March 20, 2020 - California work restrictions and your order fulfillment
The governor of California recently ordered all Californians to stay at home for an undetermined length of time. As a result, manufacturers in California are closing their doors to comply. With Gooten's distributed manufacturing network, we are able to move production to other states that are not affected. If you are having trouble getting orders fulfilled through other manufacturers (outside of Gooten), please contact us and we can help.
March 20, 2020 - Accepting orders for Italy again; still expect delays there and to other countries
Gooten is accepting orders for end customers in Italy again. There are significant delays for all carriers across the globe to Australia, France, Ireland, Israel, Italy, Japan, New Zealand, Norway, Spain, Switzerland, Thailand, and United Kingdom, but packages are still being delivered. Expect 1-3 day delays for these countries.
March 19, 2020 - Delays in production of professional prints, framed prints, metal prints
At this time, we are seeing a slight delay in the production of professional prints, framed prints, and metal prints. While most of these will go out within the expected time, some orders could see a delay of 2 - 3 days. This will likely be the case for the next few weeks but we will update you as things change.
March 17, 2020 - Shipments to Italy, Hong Kong, Macau, & China
We've received notice from our manufacturers that most shipping carriers are not delivering to Italy, Hong Kong, Macau, and China at this time. As a result, until further notice, we will not accept orders for customers shipping to these locations as the likelihood they will receive the goods is too small. As soon as things change, we will update you here.
March 13, 2020 - Gooten team going completely remote
As a mostly remote team already, Gooten is fortunate to be very accustomed to working together from afar. For the foreseeable future, Gooten will be closing it's New York City headquarters and everyone who typically works in that office will be working remotely. As a partner, you should not feel any difference and we will continue to be here to support you.
March 12, 2020 - Flight ban does not affect goods
The current flight ban in place across many borders does not affect the transport of goods. As a result, we are not seeing any issues with orders shipping internationally.
March 9, 2020 - All manufacturers shipping and producing as usual
As the coronavirus has continued to spread, we are in touch with our manufacturers on a daily basis and are closely monitoring shipping carriers for any reduction in deliveries. At this time, we are not seeing any slowdowns for our manufacturers and they all have ample stock to accept your orders.