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| Q:Do you offer tracking and insurance for your shipments? |
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| A:All orders will include either a USPS or UPS tracking number which is sent to you automatically via email once the shipment has been processed.
Items over $250 are automatically insured (available only via UPS.) |
| Q:When will my item ship? |
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| A:All orders ship within 2 business days after receiving cleared payment. You will receive an automatic shipping confirmation email with the tracking number once the package ships. Orders paid on Friday evening and weekend orders will ship within the following 2 business days on a Monday through Friday work schedule. We observe all national holidays. |
| Q:My item arrived damaged, what do I do? |
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| A:Damages or any other issue with an item/package you received from us must be reported within 7 days from delivery. Buyer is responsible for inspecting the item upon receipt and reporting any issue promptly to customer service. Claims sent after the 7 day deadline will be dismissed per this policy. |
| Q:When do your auctions start/end? |
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| A:Our auctions typically start and end around 6PM Pacific time Monday through Friday with new items added every day. |
| Q:What is the Buy It Now (BIN) price for this item? |
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| A:The majority of our items are set up as auction style listings with no Buy It Now price.
If BIN is used it will be advertised on the listing.
We don't accept offers for auctions. |
| Q:Is my purchase from your eBay Store tax deductible or charged sales tax? |
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| A:Only donations are tax deductible, but your purchase will not include sales tax. Please consult your tax advisor for more information about deducting charitable donations on your taxes. |
| Q:What shipping methods do you offer? |
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| A:Jewelry items and Expedited items are shipped via USPS First Class or Priority Mail respectively.
All other items are shipped via UPS Ground or USPS Parcel Post.
Seller selects the best shipping method appropriate for shipping option (standard vs. expedited) selected by buyer. |
| Q:I'm local. Can I stop by to inspect the item I'm interested in? |
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| A:Unfortunately since our items are stored in a private warehouse inaccessible to the public, items are not available for prior inspection.
The eCommerce division of Goodwill Industries of S.F. is separate from the retail stores. Items listed online are not available in any of the stores. Online and store merchandise are completely separate. |
| Q:What is your Return Policy? |
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| A:The desire to return an item must be communicated to us within 7 days of receiving it. Returns must be shipped back within 14 days and and received in the same condition as we originally sent it in. Shipping charges are non-refundable. Return shipping is paid by the buyer. If you feel you have a special circumstance please contact us directly. |
| Q:How soon do I need to pay for my purchase? |
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| A:We require payment within 5 days of the auction's end. Unpaid Item Claims (UPI) automatically open against you on the 5th day. The transaction will go through successfully and the case will close as long as you send payment within the UPI deadline. Unpaid items will be relisted. |
| Q:Why did you open an Unpaid Item Case against me? |
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| A:Unpaid item cases open automatically via the Ebay UPI assistant. Please see Ebay's details on this: "If a buyer doesn't pay within 4 days, sellers can open an unpaid item case in the Resolution Center. If the buyer still doesn't pay eBay may record the unpaid item on the buyer's account." We use UPI's as reminders. They close when the buyer pays. |
| Q:What are your business hours? |
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| A:Monday - Friday 8:00am to 4:30p.m.
Email correspondence is answered during this time frame only. If you email us on Friday evening or on the weekend, please wait until the next business day for a reply. We observe all national Holidays. |
| Q:How do I contact Customer Service with a question/concern? |
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| A:Contact us via the "Ask Seller a Question" link on the auction page or directly at "admin@goodwillexpress.com." We do our best to reply within 1 business day. Please forgive us if it takes a bit longer (Mondays are the busiest days.) Please note, we will only be available Mon-Fri from 8am to 4:30pm. We are CLOSED on weekends/holidays. Thank you! |
| Q:What exactly does Goodwill of San Francisco, San Marin & Mateo Counties do? |
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| A:"We provide solutions to poverty through the businesses we operate."
All the revenue accumulated from selling donated goods from generous customers like you, goes to our various job training programs which provide education, resources and work experience to people of all walks of life and circumstances and empower them to become self-sufficient. |
| Q:Do you offer combined shipping Discounts? |
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| A:Yes! But ONLY for the following categories:
Clothing, shoes, bags, jewelry and accessories. You pay the highest shipping of your order and each additional item's shipping is reduced by 50%! The discount will ONLY be applied to items paid together in one invoice. Feel free to request an invoice from us once you're done shopping. :) |
| Q:My return was delivered, when will I receive my refund? |
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| A:Refunds for returns are processed within 3 business days upon the package being delivered back to us. |
| Q:I won an item from you and bidding on more, may I wait to pay to save on shipping? |
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| A:Yes, you have 5 days from the end of your first won auction to combine it with other items. The discount will be applied to applicable items as long as payment is made for all items on time and in one invoice. |
| Q:What payment methods do you accept? |
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| A:We accept major Credit/Debit cards processed through the Ebay checkout only. We do not accept any mailed payments or payments in person such as money orders, personal checks, or cash. We apologize for the inconvenience. |
| Q:Do you offer local pickup? |
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| A:Yes. Many items are available for local pickup between the hours of 9am to 12pm and 12:30pm to 4:30pm only. Items must be paid electronically prior to pick up and be picked up within 14 days of the auction end date. Items not picked up within this time frame will be refunded and re-listed. |
| Q:Do you combine shipments? |
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| A:Items are shipped in direct correlation to how they are paid. Items paid separately ship separately. Items combined and paid in 1 invoice will ship in 1 box, provided they fit. The combined discount is applied to items paid in 1 invoice only. No combined discount will be applied for items paid separately since they will ship separately. |
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