FAQ

  1. 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. Please note that you can modify your order before it ships. This includes changing item size or color, removing items, and updating your shipping address. Once an order has been shipped, we cannot make further changes or cancel it. However, you may return items to us following our Returns Policy.
  2. HOW CAN I TRACK MY PACKAGE? Track whenever you want via our Order Tracking Page
  3. MY ORDER WAS CONFIRMED, BUT I JUST RECEIVED A REFUND EMAIL. WHAT DOES THIS MEAN? The product you ordered was extremely popular and sold out between the time you placed your order and when we began processing it.
  4. I PLACED AN ORDER SOME TIME AGO AND HAVE BEEN RECEIVING MULTIPLE EMAILS AND MISSED CALLS FROM skullgoo. WHAT’S GOING ON? We may reach out to you to verify details regarding your order. You will receive an email with further instructions in such cases. If we cannot get in touch with you within 7 days, your order will be cancelled. Your original payment method will be refunded for the full order amount, minus any discounts applied at checkout. If you used a coupon for your purchase, a new coupon will be issued for the corresponding value. Helpful Hint: If you receive a message from skullgoo, please get in touch with us as soon as possible to avoid order cancellation.
  5. WHY WAS MY ORDER CANCELLED? Your order may get cancelled for several reasons: If you ordered a single‑item product and we cannot fulfill your order due to stock shortages or unexpected restocking delays, your order will be cancelled. Your original payment method will be refunded for the full order amount, minus any discounts applied at checkout. If you used a coupon for your purchase, a new coupon will be issued for the corresponding value. In some instances, we cannot verify the billing information submitted with your order. Your order may be auto‑cancelled if your billing address does not match the records held by your card‑issuing bank. Should this happen, please confirm your correct billing details with your bank. Once updated, place a brand‑new order using the valid billing address. If our Customer Service team attempts to contact you about your order and receives no response for 7 days, your order will be cancelled. Your original payment method will be refunded for the full order amount, minus any discounts applied at checkout. If you used a coupon for your purchase, a new coupon will be issued for the corresponding value.
  6. I PLACED AN ORDER BUT SEE NO SHIPPING UPDATES FROM skullgoo. WHAT’S GOING ON? Order delays can happen for various reasons. Most orders leave our distribution center within 24‑48 hours after checkout. Our Customer Service team may place orders on hold for additional review or verification to prevent fraudulent activity. Our Customer Protection Team will email you directly if your order is delayed for this review process. Occasionally, high‑demand items sell out temporarily but will be restocked within 3 business days. If this was your only ordered item, we will hold your order instead of cancelling it, and ship it once stock is restored. Our team will send you an email notification regarding this delay.
  7. I PLACED AN ORDER BUT NEVER RECEIVED A CONFIRMATION EMAIL. If you do not get a confirmation email from skullgoo within 24 hours of placing your order, double‑check that your saved email address is correct. If you still require assistance, please contact us via email: service@skullgoo.com
  8. OOPS! I PLACED MY ORDER BUT FORGOT TO APPLY MY DISCOUNT CODE. We totally understand this can happen. Unfortunately, codes cannot be retroactively added to completed orders, but you may use your discount code for your next purchase.
  9. I RECEIVED A DAMAGED ITEM. WHAT SHOULD I DO? You qualify for a full refund if your item arrived damaged in transit. When submitting your refund request, please provide our Customer Service team with clear photos showing the product damage and your courier tracking number. You will also need to supply damage‑proof documentation issued by the courier service.