policies and procedures - regulations - standards - guideline - law - solution - plan - constraint - conduct

Why Was My Order Cancelled?

There are several reasons why your order may have been canceled by StoresGo:

  • The item(s) sold out.
  • There is a delay in replenishment for your item(s).
  • We are unable to verify your billing information and/or your billing address does not match the credit card on file for the order.
  • If the billing address stated on the order does not match with what the credit card issuer or bank has on file, please contact your credit card issuer or bank to verify that the billing information is correct. Once updated, you may login your StoresGo account and edit your billing address.

How Do I Change or Cancel My Order?

  • We know how important your order is, so we aim to fulfill orders as quickly as possible! While we cannot cancel or change an order once it has been shipped, you are welcome to return your items in accordance with our Easy Returns Policy once your order has been delivered to you.


How Can I Track My Package (Domestic)?


There are three (3) ways to check the tracking information available for your package:

  • Click here to track your package via the StoresGo website (you must login with your email or username and password click on Your Orders).
  • In your Shipping Confirmation email, you'll receive an email providing the tracking information.  From there, you can monitor the shipment’s progress until the package is delivered to your door.
  • Depending on the shipping method selected you may visit USPS.com,DHL, UPS, OnTrac.com, or FedEx.com and enter the tracking number that was emailed to you directly on the carrier’s website.

How Can I Track My Package (International)?

There are three (3) ways to check the tracking information available for your package:

  • Click here to track your package via the StoresGo website (you must login with your email or username and password click on Your Orders ).
  • In your Shipping Confirmation email, you'll receive an email to your tracking information. From there, you can monitor the shipment’s progress until the package is delivered to your door.
  • If shipping internationally, you may enter the tracking number provided to you at the following website: which will be provided to you by email.

I Placed An Order, But Never Received a Confirmation Email.

  • If you do not receive an email from StoresGo within a few hours of placing your order, be sure to check your personal Spam folder. Alternatively, the email address on file might be spelled incorrectly.
  • To check your orders, log into your StoresGo.com account and select the “Your Orders” option to Review your order history, Tracking, Returns and Buy Again.
  • If you are still unable to locate the confirmation email for your order, please contact our Customer Care team by emailing us at social@StoresGo.com or by our 1800 customer service line.

I Placed An Order, But Haven't Seen Any Movement From StoresGo. What's Going On?

Depending on the shipping method selected, most orders leave our Distribution Center within 48 business hours after the order is placed (excluding Saturdays, Sundays, and holidays).

Please refer to our full Shipping Policy for current processing times and available shipping methods. Note: In-transit times are separate from processing times and are subject to change during the holiday season.

In some cases, we may run out of popular items while processing your order. When this happens, our hottest items typically restock within 7 business days. Rather than canceling your order, it will be held until the item is back in stock and your order is fulfilled!  If this happens to you, our Customer Care Team will send you an email notifying you of the delay.

For orders containing multiple out-of-stock items, these items will be refunded back to the original form of payment (minus any applicable discount codes used on the order), allowing us to process and ship the rest of your order as quickly as possible!

Note: Refunds can take up to 7-14 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.

Cancellation, Return and Refund Guidelines

All Sellers must accept cancellations, returns, refunds and adjustments in accordance with the policies and any terms, conditions, and policies that appear on the Seller's Product Listing at the time of the applicable order.

Minimum Cancellation, Return, and Refund Policy

At a minimum, your cancellation, return and refund policy must:

  • Products sold by StoresGo will have a 30 day return policy allowing customer to cancel an order of a product and will receive a full refund within 7 days of payment (initial and renewal). However, products that are sold by sellers generally have various refund policy. Please verify before purchase.
  • We do not currently support functionality that allows you to offer pro rata refunds.

Cancellation Process

Customers who want to cancel orders must do so through the cancellation process offered by StoresGo and StoresGo Sellers.

Sellers Refund Process

If a customer contacts us with respect to your product, we may issue refunds as a service to you in accordance with our usual business practices. For each refund that we issue, you will grant us a credit in an amount equal to your portion of the Sales Revenue for the applicable Transactions. If a customer contacts you with respect to your Product and seeks a refund or other adjustment, you will refer such customer to StoresGo, and you authorize StoresGo to, on your behalf, determine and calculate the amount of all refunds and adjustments (including any taxes or other charges) or other amounts to be paid by you to such customers. All payments to customers in connection with your Transactions will be routed through StoresGo or its designated Affiliate. StoresGo or its designated Affiliate will provide the refund payments to the applicable customer (which may be in the same payment form originally used to purchase your Product). StoresGo may deduct all amounts refunded from the Sales Revenue prior to transmission to you or otherwise seek reimbursement from you for all refunds.

Customer Claims and Disputes on Sellers’ Orders

If we inform you that we have received a claim, chargeback or other dispute concerning one of your Transactions, you will deliver any reasonable information we request to confirm you fulfilled the Transaction in accordance with StoresGo Program Agreement. If you fail to comply with the prior sentence, or failed to comply with StoresGo Program Agreement, or if the claim chargeback, or dispute is not caused by (i) our failure to make your Order Information available as it was received by us or (ii) credit card fraud as described in the Payments Guidelines, then you will promptly reimburse us for the amount of the customer purchase (including the Purchase Price and any taxes ) and all associated credit card association, bank or other payment processing, re-presentment and penalty fees associated with the original purchase and any chargeback or refund, in each case to the extent paid or payable by us or our Affiliates.
Special Condition: Should clients receive a product that is of poor quality or does not meet the customers’ standard, customers will be fully refunded by seller, and should seller want their product returned, seller must agree to pay for return shipment fee.

Reserve Account

We may require that you establish a separate reserve account to secure the performance of your obligations, in an amount determined by us in our sole discretion. Without limiting the foregoing, we may require a reserve account if you have a high rate of charge backs, refunds, or other indicia of performance problems related to your use of the Subscribe with StoresGo Program. Any reserves will be subject to the terms with respect to Transaction Processing Services.

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