Shipping & Returns Policy

Section 1 – How Our Fulfillment Model Works

GUSU does not hold pre-purchased inventory. Every product on our platform is offered through a time-limited Group Buy. We only place a wholesale purchase order with the brand after the Group Buy reaches its minimum member goal and the group price is unlocked. This is what makes our pricing possible—and it is also what makes our preparation and shipping timeline longer than a traditional retailer.

The fulfillment journey for every GUSU order follows this sequence:

• Group Buy Unlocks. The minimum member goal is reached. The group price is locked in and the final 24-hour window opens for any remaining available spots.
• Group Buy Closes. The 24-hour window concludes. Your payment is captured at this point if it has not been already. GUSU places the wholesale order with the brand.
• Preparation Period. The brand produces or prepares your item. For handcrafted, small-batch, or made-to-order products, this may take additional time. The estimated preparation window for each Group Buy is displayed on the product page.
• Quality Inspection. Once items arrive at our facility, GUSU performs an individual quality inspection on every order before it is packed and dispatched. This step ensures that damage, defects, or fulfillment errors are caught before your item ships.
• Dispatch and Delivery. Your order is packed, shipped, and tracked. You will receive an email notification with tracking information once your order has been dispatched.

Section 2 – Shipping Methods and Coverage

A. How We Determine Shipping Method

GUSU currently ships all orders directly. The shipping method used depends on the product type and its assessed value. We select the carrier and service level that is appropriate for the item being shipped.

• High-Value Items (e.g. fine jewelry). Shipped via USPS Priority Mail with declared value insurance and signature confirmation required upon delivery. This is currently our standard method for all jewelry and other high-value products sourced through GUSU.
• Standard-Value Items. As GUSU expands into additional product categories, lower-value items may be shipped via alternative carriers or service levels appropriate to the product. The specific shipping method will be displayed on the product listing before you join a Group Buy.

Regardless of the method used, every order includes tracking and you will receive an email with your tracking number once your order has been dispatched.

B. Shipping Costs

Shipping costs are calculated based on the weight of the product and your delivery address. The exact shipping cost is displayed clearly on the product page and at checkout before you confirm your Group Buy reservation. Like the product price, your shipping charge is placed as an authorization hold and is only captured once the Group Buy successfully unlocks.

C. Delivery Timeframe

Once your order has been dispatched, estimated transit time varies by shipping method and destination:

• USPS Priority Mail: Estimated 1–3 business days from dispatch.
• Other carriers / service levels: Estimated transit time will be specified per product listing.

Please note that transit time begins from the date of dispatch—not from the date your Group Buy unlocks. Allow for the preparation period on top of transit time when estimating your total delivery window. The estimated preparation period for each Group Buy is displayed on the product page.

D. Shipping Restrictions

• We currently ship within the United States only. We do not offer international shipping at this time.
• We do not ship to P.O. boxes, APO addresses, or FPO addresses.
• We do not currently offer expedited shipping options. All orders ship via the method assigned to that product category.

Section 3 – Order Tracking and Delivery Issues

A. Tracking Your Order

You can monitor the real-time status of your order at any time on your Orders page. We also send automated email notifications at each key milestone: when your Group Buy Unlocks, when your order is Shipped, and when it is marked Delivered. Your tracking number will be included in your shipment notification email.

B. Package Marked as Delivered But Not Received

Carriers occasionally mark a package as “Delivered” up to 24 hours before it physically arrives. If you receive a delivery notification but your package has not arrived:

• Wait up to 24 hours from the time the delivery notification was sent.
• Check with neighbors and your building’s mailroom or front desk.
• Check any secure package lockers or alternate delivery locations at your address.

If your package has still not arrived after 24 hours, please contact us through your Orders page (Order → Order ID → Get Help). We will open an investigation with the carrier on your behalf.

C. Package Lost in Transit

If your tracking shows no movement for an extended period or your package is officially declared lost by the carrier, please contact us immediately through your Orders page. GUSU handles all lost-in-transit cases directly and will investigate with the carrier on your behalf. Once the investigation concludes, we will either reship your order or issue a full refund depending on product availability and the outcome of the carrier investigation. You will not be left without a resolution.

D. Address Changes After Joining

You may update your shipping address at any time before your order has been dispatched by contacting us through your Orders page (Order → Order ID → Get Help). We cannot update a shipping address once an order has been handed to the carrier. Please ensure your shipping address is correct when you join a Group Buy.

Section 4 – Final Sale Policy and Why It Exists

All successfully completed Group Buy sales are final sale. We do not accept returns for change of mind, sizing preference, or buyer’s remorse, and we do not offer exchanges.

This policy exists because of how our group buy model works. When a Group Buy unlocks, GUSU places a single consolidated wholesale order with the brand for the exact quantity that members committed to. Every member’s order is factored into that purchase—we cannot return items to the brand once the order is placed, and we do not hold inventory that would allow for discretionary exchanges.

We strongly encourage all members to:

• Review all product specifications, materials, dimensions, and sizing information carefully before joining.
• Use the “Ask a Question” button on any product page to contact us with questions before committing.
• Check the estimated preparation and delivery timeline on the product page so you have a clear expectation of when your order will arrive.

Section 5 – Eligible Returns

While all sales are final, we fully honor returns in the following specific circumstances. If your situation qualifies, we will make it right.

A. Item Arrived Damaged

If your item arrives with physical damage caused during transit or handling—such as broken components, scratched surfaces, crushed packaging affecting the product, or any other visible damage not present in the product listing—you are eligible to submit a return request.

B. Item Arrived Defective

If your item has a manufacturing defect that affects its intended use or appearance—such as a broken clasp, a missing component, a structural flaw, or a finish defect—you are eligible to submit a return request. This applies regardless of whether the defect originated with the brand or during GUSU’s handling. We stand behind every item we ship.

C. Wrong Item Received

If you receive an item that is different from what you ordered—including the wrong product, wrong size, wrong variant, or wrong color—you are eligible to submit a return request. Resolution for wrong-item cases is handled on a case-by-case basis: we will either reship the correct item if it is available, or issue a full refund if the correct item cannot be fulfilled.

D. Item Lost in Transit

Lost-in-transit cases are handled directly by GUSU and do not require a formal return submission. See Section 3C above for how we handle lost packages.

Section 6 – How to Submit a Return Request

If your order qualifies under Section 5, follow these steps to initiate your return:

• Act within 48 hours of delivery. Return requests must be submitted within 48 hours of your package being marked as delivered by the carrier. This is a hard deadline with no exceptions. We are unable to process return requests submitted after this window.
• Go to your Orders page. Navigate to Orders → select your Order ID → click Get Help to submit your return request.
• Document the issue with photos. Your return request must include clear, well-lit photographs documenting the damage, defect, or discrepancy. Photos of both the item and the packaging (if relevant) are strongly recommended. Requests submitted without adequate documentation may be delayed or denied.
• Our team reviews your request. We will assess the photos and details you provide to confirm eligibility and determine the cause of the issue. We aim to respond within 2–3 business days.
• Return shipping label issued. If your return is approved, we will provide a prepaid return shipping label at no cost to you, regardless of whether the defect or damage originated with the brand or with GUSU. You are never responsible for return shipping costs on eligible returns.
• Ship the item back. Use the prepaid label to send the item back to us. Please pack it securely to prevent further damage in transit.
• Inspection and resolution. Once your return is received, our team inspects the item to confirm it meets our return standards. Upon passing inspection, your refund will be processed (see Section 7) or your replacement will be shipped.

Section 7 – Refunds

A. When Refunds Are Issued

Refunds at GUSU occur in two ways:

• Automatic Refund (Group Buy Did Not Unlock). If a Group Buy expires without reaching its minimum member goal within the 6-day window, all payment authorization holds are automatically released. No action is required on your part. The hold will be lifted and funds will be reflected in your account typically within a few hours, though your bank’s processing times may vary.
• Manual Refund (Approved Return). Once a returned item is received and passes our inspection, we will initiate a refund to your original payment method. You will receive an email confirmation the moment your refund has been processed.

B. Refund Amount

For approved returns, GUSU issues a full refund of the item price and original shipping charge paid for that order. Refunds are applied to the original payment method used at checkout. We are unable to issue refunds to a different card, bank account, or payment method.

C. Refund Timeline

Once your refund has been initiated by GUSU, please allow 5–10 business days for the funds to appear in your account. Processing times vary depending on your bank or card issuer and are outside our control. You will receive an email notification the moment we initiate your refund on our end.

D. Failed Payment Capture at Unlock

When a Group Buy unlocks, GUSU attempts to capture payment from all members whose holds are on file. If your payment fails to capture at the time of unlock—for example, due to an expired card, insufficient funds, or a bank decline—your spot in the Group Buy will be forfeited. We are unable to hold spots for failed payments, as the member count determines the wholesale order quantity placed with the brand. To avoid losing your spot, please ensure your payment method is valid and has sufficient funds before the Group Buy reaches its goal.

E. Voluntary Leave Before Unlock

If you leave a Group Buy before the group price has been unlocked, your authorization hold is released immediately and no charge is made to your account. See our Terms of Service for more details on leaving a Group Buy.

Section 8 – Quality Inspection

Before any order is dispatched to a member, GUSU performs an individual quality inspection on every item received from the brand. Our inspection process checks for:

• Physical damage or defects in materials, construction, or finish.
• Accuracy of the item against the product listing (correct variant, size, and configuration).
• Completeness of the order (all components, accessories, and packaging included).

Items that do not pass inspection are set aside and not dispatched. In such cases, we will contact you directly to discuss resolution options, which may include a replacement (if available) or a full refund.

While our inspection process is thorough, it is not exhaustive under all conditions. If you receive an item that has a defect we did not catch, our returns process in Section 6 is available to you.

Section 9 – Brand Partner Program (Future)

GUSU is evolving. In the future, we plan to launch a Brand Partner Program that allows independent brands to manage their own storefronts on GUSU and handle their own logistics and fulfillment directly. When this program launches, the shipping method, carrier, delivery timeline, and returns process for orders fulfilled by Brand Partners may differ from GUSU’s current direct-fulfillment model described in this policy.

For any Group Buy fulfilled by a Brand Partner, the specific shipping and returns terms applicable to that order will be clearly disclosed on the product listing page before you join. This policy will be updated to reflect those changes, and you will be notified of any material updates.

Section 10 – Contact Us

For all shipping, delivery, and returns inquiries, the fastest way to reach us is through your Orders page:

Orders → Order ID → Get Help

You can also reach us directly:

GUSU.inc
Email: contact@gusu.co
Website: www.gusu.co

We aim to respond to all support inquiries within 1–2 business days.