Brand FAQs
How can I remove specific products from DoneGood?
To hide products from DoneGood customers, please use the tag NO-DONEGOOD. If this tag is not applied and an order is placed for that product, you are responsible for fulfilling the order.
Please email us the name of the product, so we can hide it from our site and refetch your inventory feed before a purchase is made.
My product isn’t displaying correctly—how do I fix this?
Our site syncs with your product images and descriptions. While descriptions automatically update, images may be cropped differently. If you notice discrepancies, please send us a list of products needing updates along with new photos.
Our team scrubs every product and occasionally the descriptions are changed. Please let us know if have any issues with your descriptions once they're live on our site.
What should I do if a customer orders an out-of-stock product?
If an order is placed for an out-of-stock item, contact us immediately so we can notify the customer. To minimize this issue, our inventory reflects two fewer items than what’s available on your site. Quick fulfillment of DoneGood orders is essential, especially for first-time customers.
What if a customer receives an incorrect or damaged product?
Customers will contact us regarding incorrect or damaged items, and we will reach out to you to facilitate a replacement. Please note that you must place the order for the replacement; DoneGood does not cover commission or shipping in these cases.
How should I handle customer returns?
DoneGood manages all returns. If a customer requests a return, direct them to our Returns Form or have them reach out via the Contact Us page. Refunds are processed exclusively through DoneGood. Customers may exchange items for the same or similar-priced product, and we will handle the new order.
Please note that DoneGood sale items and items marked down by your brand are not eligible for return.
What do I need to know about shipping?
Onport sends shipping reminders every three days until an order is shipped. If an order hasn’t shipped within seven days, we’ll contact you via your registered customer service email. If there’s a shipping delay, please notify us as soon as possible.
…speaking of shipping orders: You are only paid for orders shipped. It’s VERY important that orders are marked shipped in a timely manner! Please reach out to us if you have any issues adding your tracking numbers - we’re happy to help!
What happens if I want to hide or remove my products from DoneGood?
Use the NO-DONEGOOD tag for products you wish to hide. If you need to temporarily hide all your products or completely offboard your brand, please contact us for assistance. If we reach out regarding any issues and don’t receive a response within five days, we may temporarily hide your products until resolved.
How can I collaborate with DoneGood for marketing campaigns?
We welcome guest blogs, social collaborations, and more! Share your ideas or promotions with us, and we’ll connect you with our marketing team. We also encourage you to tag us (@donegoodteam) and share any of our posts you’re tagged in, and we’ll do the same!
How can I share updates or new products with DoneGood?
We’re always eager to hear about exciting updates or new product launches! With thousands of products on our site, our dedicated team works hard to spotlight every brand. Your input helps us showcase your offerings effectively!
