If you’re using the app, check the “Orders” tab in your Profile to make sure your order shipped. If it did, check the tracking number to see where the order is currently located. It is not uncommon for a courier to mark the order as delivered 2-3 days before it is actually delivered. You may also want to check with a roommate or neighbor to see if they accepted the package on your behalf.

For security and privacy reasons, we ensure successful delivery to the shipping address provided at checkout. If your order is returned to us as undeliverable, your item(s) will be placed into GOAT Storage under your account. Please see GOAT Storage for information on how to retrieve items from GOAT Storage.

If you receive an email that your Guest Checkout order is undeliverable, you must contact GOAT Support for further assistance. Our Customer Support team will then be able help you create a GOAT account that is linked to your Guest Checkout order.

With your new GOAT account, you will be able to manage and/or retrieve your Guest Checkout item(s) from GOAT Storage.

If you still have not received or been able to find your order, we will assist you in filing a missing package investigation with the courier on your behalf. A missing package investigation can take anywhere between 7-10 business days and you may be required to sign and return an affidavit, among other requirements. Approved claims may be refunded in GOAT credit to be used towards a future purchase to allow you to replace your lost item as quickly as possible.

Please note that for buyers located in the US, GOAT Credit issued as part of a refund expires exactly one year after its issue date, unless otherwise unspecified.

GOAT reserves the right to deny any claim or request for refund in connection with a pattern of fraudulent user behavior that GOAT determines in its sole and reasonable discretion should result in the suspension or termination of such user’s account.