What if something happens to my package?

If your package is lost, damaged, incomplete, returned to sender, or marked delivered but cannot be found, contact support@gnmkids.com.

Tracking is not updating#

A “label created” or “awaiting item” message is different from a carrier scan confirming receipt of the package. Some shipments use more than one carrier. DHL may be transporting a package before USPS receives it for final delivery, so check both tracking pages when your shipment uses this service.

If tracking stops updating or the delivery estimate has passed, contact us so we can review the shipment. A tracking gap alone does not confirm that the package is lost.

Delivered but not received#

Check the delivery location, mailbox or parcel locker, household members, neighbors, and building manager where relevant. Review any delivery photo or location details supplied by the carrier. If you still cannot find the package:

• USPS: contact or visit your local post office with the tracking number, then let us know what they said.
• GOFO: review any available delivery photos or proof of delivery, contact GOFO with the tracking number, and let us know the outcome. We can help you review the delivery details available for your shipment.

We will continue reviewing a missing-delivery report even when tracking shows a delivered scan.

Damaged, incomplete, or returned shipments#

If items arrived, share clear photos of the affected books, packaging, shipping label, or packing slip when available. Tell us which items are missing or incorrect. You do not need to send photos of a package that never arrived.

We will review the shipment and provide the appropriate next steps, including arranging a replacement when appropriate. A returned-to-sender scan does not automatically confirm a refund or replacement.

Please do not return damaged or incorrect items until our support team provides instructions. If you have already sent details or photos, continue in the same conversation so we can use the information you have provided.

Contacting GOFO about a missing delivery#

GOFO's recipient support can investigate delivery directly. Email cs@mail.gofo.com or call +1 (949) 688-6032 with your tracking number. Please let us know what they say so we can take the necessary next steps. We can share the shipment's proof of delivery when available. A delivery scan or photo does not by itself confirm that you personally received the parcel.

GOFO recipient support: https://www.gofo.com/us/customer-service