Shipping & Returns
A Note from Our Ops Team:
While we continue to navigate and respond to current events, goop is committed to making the safety of our employees and community of customers a top priority. As we fulfill orders and process returns at our warehouse, increased safety precautions are being taken at every step, and we are doing everything we can to get your orders and refunds to you as quickly as possible. That said, due to the impact of COVID-19 on our fulfillment center—and on shipping carriers nationwide—we anticipate that both order and return processing may take longer than usual. Thank you for your patience and understanding during this time.
BRAINROK offers Standard Ground and 3-Day shipping. Ground shipping usually takes between 5-7 business days from when order is placed. You will receive an email confirmation once your order has been successfully placed–it will include your order number and shipping method. Please make sure your shipping address is correct as we are unable to redirect goods once they are on route to you. After placing the order with us, please give us 24-48 hours to fulfill and ship out. If you have additional shipping questions please contacts us at 424-750-5775
BRAINROK offers a no-questions-asked 45-day return/exchange policy from the date of delivery for a product exchange or a complete refund.
If you purchased BRAINROK through a retailer, please go to the retail location for any return or exchange.
For products bought on brainrok.com:
We will refund you for each product you return (whether unopened or opened). We cannot issue refunds for products not returned.
If you do decide to return, mail us at email@example.com with the order number and request for return. We can then process a return-shipping label for you. If you decide to do the return yourself, the shipment is at your own expense.
We do not accept exchanges, as items may sell out while the requested exchange is returned and processed. We encourage you to use this form to return the original item.
Items Not Eligible for Return
Please note that we do not accept returns of intimate apparel, earrings, any personalized or custom-made products, final sale merchandise, or products that are specified as non-returnable in its description, unless they are faulty. Any exceptions to this policy will be listed under product details on the product page. Returns are not allowed on any pop-up shop purchases.
Receiving a Refund
A refund will be issued once we have received your returned items. Any items that are damaged when we receive them are not eligible for refund. Refunds do not include any shipping or handling charges, except in the case of faulty or damaged items. Your refund will be credited to the original form of payment used for the original transaction and will be in the amount of the Product price less the return label fee if applicable. Please note that credit card refunds may take up to 10 business day for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers.
Some of the products we sell are shipped directly by the vendor. If this is the case, you will find this information on the item’s product page, in the “Shipping & Returns” dropdown menu, along with information about the return policy for that item. Please note that if your item is shipped from the vendor, we will share the shipping and contact information you provide at checkout with that vendor so that they can complete your shipment.
Please send the products to:
2029 Century Park E - suite 400
Los Angeles, CA 90067
We cannot be responsible for returned merchandise that we never received.
Please include your order number, complete name, address and contact information, with your return.
We reserve the right to deny a refund if our return policy is being abused.
It may take up to 4 weeks to process the refund after receipt of return merchandise.