Troubleshooting Claim Submissions and Responses on GoodBuy Gear
We’re here to help make the claims process as smooth as possible. If you’re running into issues submitting a claim or waiting on a response, here are a few quick troubleshooting steps to guide you.
Trouble Submitting a Claim?
If you’re unable to submit your claim, here are the most common reasons:
1. The 14-Day Return Window Has Passed
Our Gear-antee covers items within 14 days of delivery. If the claim is submitted outside of that window, the system may automatically deny it.
If you believe your situation qualifies for review, please reach out to us directly at connect@goodbuygear.com or via our website chat so we can take a closer look.
2. Required Photos or Details Are Missing
Claims require clear photos and a description of the issue. If these fields are incomplete, the form may not go through.
Be sure to include:
Photos of the full item
Close-ups of the issue
Photos of packaging (if applicable)
A detailed explanation of what’s wrong
3. Technical Issues
If the claim form isn’t loading or submitting properly:
Try refreshing the page
Clear your browser cache
Switch browsers
Try submitting from a desktop instead of mobile
If you're still having trouble, email us and we can assist directly.
Haven’t Received a Response Yet?
Once submitted, claims are reviewed in the order they’re received. Please allow 24–48 business hours for review.
Be sure to:
Check your spam or junk folder
Confirm the email address used for your order is correct
If it’s been longer than 48 business hours, reach out and we’ll gladly check the status for you.
What Happens After Approval?
Once your claim is approved, we’ll provide next steps, which may include:
A replacement (if available)
A refund to your original payment method
Store credit (GoodBuy Bucks)
Instructions for return or responsible recycling
We always aim to resolve issues quickly while keeping safe, quality gear in circulation and out of landfills.
If you ever feel stuck, our team is happy to help. You can reach us at connect@goodbuygear.com or through our website chat.
We appreciate you shopping sustainably with us