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We can deliver your order to your address. Delivery is considered completed once the product has arrived at the delivery address. Some products require a vehicle like a forklift or a pallet jack, depending on weight.

It is your responsibility to unload the products from the truck to the ground and transport them to your garage. Building materials are heavy and will require proper equipment or labor to accept goods on delivery. Please before your order is delivered you should have properly prepared for unloading and carry.

In any case, we strongly recommend you prepare extra help on the delivery day to get the boxes from the pallets to your storage area. We do not offer “Inside Delivery” which means the delivery driver will not be able to bring the material into your garage or storage area.

Upon delivery of your products, you are required to carry out an inspection of the products to ensure the goods delivered match your original order with us. You must inform us, prior to the installation, in case you notice any incorrect product, missing material (boxes), or any damage to your order within 10 days from the delivery date. We consider “Installation” as “Acceptance” hence no claims will be acknowledged once the products have been installed.

While we do understand that it is not always possible to carry out a detailed inspection of the material at the point of delivery, especially with a large order, we do encourage our customers to inform the delivery driver, at the time of delivery acceptance, of any noticeable/major damage to the material such as half/full broken pallet or damaged boxes inside the pallet. Upon notifying the driver, he would fill out the damage form and provide you with the damage reference number. We encourage you to take the picture of that damaged form along with the damaged material. Once that is done, send those images and other information related to the damage to “customerservice@gobek.com” so that our resolution team can investigate it further and bring the best possible resolution for you as soon as possible. In case the damage is not realized at the time of accepting the delivery but is later found out, you must inform our customer service as soon as you notice it and send the images of the damaged boxes/materials to customerservice@gobek.com prior to installation. Issuing a full refund or a replacement for the damaged material will be at the discretion of Gobekusa.com. We analyze the situation on a case-by-case basis depending on the circumstances.

Kindly note that in the shipping of flooring materials, due to the fragile nature of the material, a minor level of breakage during transit is expected. Any breakage that is less than 5% of the overall square footage ordered will be considered a “Minor Damage” industry-wide. If the damage is more than 5%, it is considered a “Major Damage” and this is when our resolution team steps in to bring the best possible resolution to our customers. Any damage that is less than 5% of the overall order will not be eligible for a refund or replacement.

To ensure delivery can take place, please provide unrestricted, safe, and easy access and parking for the delivery vehicle at the point of delivery. If there is no one available at the Delivery Address to accept delivery, or there is limited access to the Delivery Address or it is unsafe or impractical to make a delivery, or for any other reason delivery cannot take place, you should redirect to another warehouse. In this case, you may be required to pay for the re-delivery fee.

Delivery dates are estimates only and although we will use our best endeavors to maintain these estimates, no liability is accepted for the delay from any cause whatsoever. Any failure on the part of Gobekusa.com to deliver within the time stated shall not entitle the buyer to repudiate the contract in whole or in part.

If you have any questions on the acceptance of the delivery, breakage, missing products, or incorrect products, submit an online inquiry from our “Contact US” section.

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Being a buyer, you not only have to make the purchase decision but so many other decisions along the way hence we, at Gobekusa.com, aim to minimize the factors responsible for making your buying decision difficult by offering you a peace of mind with our Return Policy.

Below are a few things to keep in mind if you decide to use our “Return Policy ”.

Your request for any returns must be placed within 15 days of the original delivery date of your order. You can make this request by sending it through an email to customerservice@gobek.com

1) In case of Damage :

1.a) Visible Damage:

Your products are sent with the logistic company with an insurance. If there are any visible damage when the time of the delivery, please make sure that it is noted on the delivery receipt and contact us immediately. If you can take some photos of the damage and send it to us, it will be very helpful for us to lodge the claim with the shipping company. According to our company breakage policy any damage up to 10 % is acceptable . You can still use those broken pieces at corners and edges. If you receive any damage more than 10%, you are eligible to get a replacement or a partial refund for the broken pieces.

1.b) Hidden Damage:

If you come across a hidden damage inside the pallets/crates, we will still help you to get a replacement or give you a partial credit. However you need to inform us within 7 days after delivery and send us the photos for damaged product. As stated above in the section 1.a anything up to 10% breakage is acceptable. You will be qualified any breakage above 10%.

2) In case if you changed your mind: You can return the product back to our warehouse if you have changed your mind.

•The product that you would like to return must be in its original packaging and be in the same “ as new ” and “ re-sellable ” condition as it was when it arrived at your home or job site.

•Please note, there will be a return shipping charge and you will be billed for the return shipping charges. Once you have everything accounted for and packaged in accordance with the above qualifications, please contact us.

•Your product must not have been used, installed, or marked in any way. We consider “Installation” as “Acceptance” hence no claims will be acknowledged once the products have been installed.

•Once we receive your order back to our fulfillment center, we will carry out a full inspection of the returned material and then issue you the full or partial refund depending on the outcome of the inspection.

•For orders collected via customer-arranged pickup, all responsibility for transportation, handling, packaging, and any associated return logistics remains with the customer or the carrier arranged by the customer. In the event a return is requested, the customer must arrange and cover the transportation of the item back to the designated warehouse address. Refunds will be processed only after the returned item is received, inspected, and confirmed to be in acceptable return condition in accordance with our standard return requirements.

Restocking Fee:

Reasonable cancellation or restocking charges may include a minimum 25% restocking fee, which will be deducted from the Customer's refund.

GobekUSA does not refund the original shipping fee that the Customer paid on the order.

Our Return Policy, for full or partial order returns, does not extend to Custom Orders, Container Orders, Made to Order, or Clearance Items.

If you’re unsure whether or not your product qualifies or if you have any other questions, you can feel free to contact our friendly customer service staff by sending an email to customerservice@gobek.com

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