Carl’s flock of Customer Service Parrots are answering emails as fast as their little feathers will move, but we just recently learned what FAQ actually stands for (which is not, it turns out, Flocking Awesome Quads)…see below.
You still, of course, can always head over to our Contact Page where you can send us: your adventures and stories- particularly hilarious and/or a little bit gross ones, training woes, training wins, stories around your dog- bonus points for stories about your dog in goodrs, questions, comments, concerns and everything in between.
WHERE IS MY ORDER/HOW DO I TRACK MY ORDER?
Carl the Flamingo is a bird on mission! As Head of Distribution he makes sure to send out a tracking email providing the whereabouts of your delivery. Please be sure to check your email (spam folder too) for a tracking email. We ship USPS first class which takes 5-10 business days (or 10-21 days during global pandemics). Sometimes USPS doesn’t scan packages in a timely manner, and sometimes, not until it’s reached its final destination, but we promise, if you received a shipping email, your item has left our facility!
CAN I RETURN/EXCHANGE?
As part of our desperate cry for attention, we want to ensure that you are 100% satisfied with the product you purchased. We want you to talk us up to all your friends (who you should totally introduce us to). As such, we offer a 30-day return/exchange period on all items ordered on goodr.com that are returned unworn, unused, and in the original packaging.
Visit the Return Center and have the following ready:
- order number and zip code
- email addressed used at the time of purchase
Depending on the nature of your request, we may require the naming rights of your firstborn. Spoiler Alert: Your firstborn will be named Carl.
We're happy to offer prepaid return labels to return products to us for free. Unfortunately, we do not currently cover the shipping costs for a single exchanged pair of goodrs. However, they are eligible for any current free shipping promotion (normally at $50 USD). We do NOT currently accept returns or exchanges on any Canadian/international orders. All International sales are final.
I RECEIVED THE WRONG ITEM, WHAT DO I DO?
WHOOPS! Sounds like the scurry of wild squirrels we hired to pack our shipments are at it again! Probably should get some humans to start helping us, they might be more reliable…we are so sorry! Please email CarltheFlamingo@goodr.com and we’ll make sure to get the rogue pair swapped out for the correct ones!
MY PACKAGE SHOWS IT’S DELIVERED, BUT IT’S NOT HERE!
That wacky post! We strongly suggest asking your mail carrier as to where exactly they placed the package. You can also ask your surrounding neighbors. In most cases the package is usually found, but you may have to file a claim with them. If in the end it turns out your package has most definitely been abducted by aliens or taken by Brad down the hall who is ALWAYS walking around shirtless with his abs and sweatpants and flip-flops, stealing packages, (every building has a Brad), please reach out and we will get you set-up with a certified Anti-Abduction replacement package!
DO YOU SHIP TO CANADA?
For those of you who live in the Great White North, have to run in nano-spikes 120% of the year (we assume, it's 75 degrees here right now), and run PRs only to get back inside faster, we do ship to Canada! There's also a few other tidbits you may need to know about duty, customs, and returns.
Unfortunately, Carl doesn't actually know how to do math. So while his checkout progress bar says free shipping on orders over $50, for our Canuckian friends (did we use that word right...?) free shipping is on orders over $70. While we know it's a little bit more, we promise the polarization blocking that awful snow glare will make it all worth it. Trust us, our aunt's husband's sister is from Prince Edward Island. Or we just watched Anne of Green Gables, hard to remember at this point, eh?
DO YOU SHIP INTERNATIONALLY?
We are working on being able to sell worldwide, but unfortunately do not yet have that capability (outside of our Canadian friends). Fun Fact: When flamingos migrate, they do so mainly at night. They prefer to fly with a cloudless sky and favorable tailwinds (read: they are LAZY and usually DRUNK) They can travel approximately 600 km (373 miles) in one night at about 50 to 60 kph (31-37 mph). We don’t typically use the metric system, but in this case we did so you would believe us. Science.
To our Canadian neighbors, please be patient in shipping times, as flamingos are built for more tropical climates, and can sometimes take two to three weeks to travel and clear customs. But fear not, flamingos ain't no quitters, they'll be there soon! We would also like to note that our flamingos are unable to carry cash with them on this trip, so a customs fee may be added upon delivery.
HAVEN'T HEARD BACK FROM CUSTOMER SERVICE?
While Carl is a busy bird, and can usually be found swooping in to deliver a pre-bonk banana to someone running an ultra, his team would never ignore you! Our Customer Service parrots respond to every email within 48 hours. Unfortunately, sometimes our emails get caught on their way to your inbox. If you've been waiting for a response from our team, you may want to check your spam folder (not to be confused with the SPAM folder, where you keep all of your processed ham-like meat products)! If there isn't an email in spam, we've definitely entered the Twilight Zone. Beware of mannequins, and make sure if you're reading a book in a bank safe that you do NOT drop your glasses.
DO YOU HAVE SMALLER (OR KIDS) SUNGLASSES?
We currently do not have smaller sizes on the docket, but we hope to be able to provide various sizes and styles in the future! Many customers have sent us photos of their children in pairs they have pilfered from their parents…so, due to the rubber grip coating, they can and do wear them even though they are a little big.
We recommend checking out our Circle Gs. They fit just a smidge more snug than any other style we offer.
DO YOU OFFER PRESCRIPTION LENSES?
Unfortunately, we do not offer Rx. We can suggest asking your optometrist if your prescription would work with our frames. Hope you still give us a whirl, Mr. Owl!
WHEN ARE YOU MAKING NEW COLORS??
HOW OFTEN DO YOU RESTOCK?
Our flock of storks work their wings off bringing product from the manufacturer to our warehouse, but they sometimes get waylaid by the occasional baby delivery. Please sign up on the product page (of the product you want) to get notified when it's back in stock.
Here are some cleaning tips to help keep your goodrs in pristine condition and from showing signs of natural wear and tear, we recommend:
- Using a gel-based lens cleaner and a microfiber cloth…the pouch they come in works wonders!
- Mild soap and water and gently patting dry with a soft cloth, also works!
- Please try to avoid harsh waters on the lenses. Saltwater, pool water and mosquito-infested swamp waters are not recommended.
- Keeping them in the pouch when not in use.
- Snuggly laying them on a gold encrusted pillow at night, will also ensure longevity.
I HAVE A DEFECTIVE/DAMAGED PAIR! HAAAAALP!
First of all, that’s not how help is spelled. But, we know it’s no fun to have a bad pair of goodrs and we stand behind our product! Please shoot us an email at CarltheFlamingo@goodr.com and one of our Customer Service Parrots will help you out!
DO YOU EVER OFFER COUPONS?
Very, very rarely. When we started goodr, we sought out to make an affordable pair of polarized sunglasses for athletes. And we did it without any gimmicks, trick prices, cheesy sales, bait-and-switch tactics, and what-not. We keep it simple so you don’t have to go crawling the interwebs for the best price—it’s always the same price here or at any of official vendors and partners.
If you want to stay up to date for the latest deals and exclusives, make sure to subscribe to our emails.
PROMO DIDN'T APPLY!
We know you’re trying to ball on a budget, we’re so sorry your coupon didn’t apply! Shoot us an email at CarltheFlamingo@goodr.com and we’ll make sure to apply the promo code!
CAN’T PLACE ORDER/TRANSACTION ISSUE “CONTACT ADMINISTRATOR”
So sorry for the difficulty you experienced with our payment processors. Please be sure the billing address matches the billing address your credit card gets sent to. You could always secure your order via PayPal if the issue persists. And if that still doesn’t work, send us an email at CarltheFlamingo@goodr.com and we’ll get our IT pups on the case!
HOW CAN I APPLY TO BE AN AMBASSADR?
SQUAWWWK! Thanks for reaching out! We love how excited you are about joining the goodr family! The 2020 Ambassadr applications, for our lovingly named goodr Flamboyance, were gathered in February. But don’t let that get you down, there’s always hope for next year! Applications will open again next year. Be sure to sign up for our email list and follow our Facebook page to get updates on product, fun runs, and next year’s ambassadr program. Thank you for the goodr love!
I’D LIKE TO BE A RETAILER
Thanks so much for reaching out and for your interest in carrying goodr in your store! Please visit https://goodr.com/pages/retailer to begin the process to join our national flock of retailers.
I’D LOVE TO MAKE A CUSTOM PAIR OF GOODRS FOR MY STORE/RACE/EXPO/RUN GROUP!
Amazing, we’d love to help you create a Co-Branded pair of sunglasses! Shoot us an email at CarltheFlamingo@goodr.com, and we’ll work with you to hopefully bring your ideas to life!
ARE YOU ABLE DONATE/SPONSOR?
We currently dedicate our resources to the non-profit organizations that we partner with for each year. This year those are Breaking Silence, The Special Olympics and The Los Angeles LGBT Center, among others. We'd still love to hear about what you're doing though! If you have a great cause you'd like for us to consider in the future, please feel free to reach out!