Questions & Answers

MOST POPULAR QUESTIONS

HOW CAN I PLACE AN ORDER?
We're glad you asked. Placing an order is very easy and can be done by clicking on the SHOP tab of this website and choosing your favorite GOAT STORY items. Each item is first added to your CART which you can see at all times in the top right corner of this website. Once you're ready to checkout, you can click on the cart icon in top right corner and a pop up window will appear listing all your selected items. Click on the CHECK OUT button and a form for your shipping and billing info will open. From there on just follow instructions on the page.
HOW MUCH DOES SHIPPING COST?

We ship our products worldwide and shipping cost vary based on the country of the delivery and type of the shipping service you select. Price of shipping for one product ranges between $5 and $15 (in US dollars). In order to see the exact shipping price calculaction please fill your cart with all the items you'd wish to purchase and continue the ordering process until the "SHIPPING METHOD" step where exact shipping cost is already provided. Getting to this stage does not require making a purchase, so no worries.

AN HONEST NOTE ABOUT SHIPPING COST: Shipping cost is often a pain for us as well. Please note that we're a young startup and we work hard to negotiate the best shipping prices for you with the most reliable shipping couriers who still offer what we perceive as acceptable shipping prices. We're not making any money off of the shipping fees. But if you buy here, you are supporting a team of young creatives who's eager to bring you more amazing products. Thank you!

HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?
After receiving your order, we need about of 1-3 business days to process your order and ship it. The exact delivery time then depends on the delivery service in each country, non working days, extra busy times during some holidays (like Christmas). On average the package is delivered in the time period of two weeks. Most orders come with a tracking number that enables you to follow your package at all times. If your package has not arrived to your address in two weeks time, please get in touch with us and we'll try to track down your package.

OTHER

IS THE INVOICE INCLUDED IN PACKAGE?
We do not always include the invoice inside the package due to variety of shipping providers and warehouses, but you will always receive your invoice in your inbox with your ORDER CONFIRMATION email.
IT'S A GIFT! CAN YOU WRAP MY ORDER? AND ADD A PERSONAL MESSAGE?
We're super excited for whoever is getting this gift! At this moment unfortunately we cannot offer gift wrapping yet, but we're hoping we'll be able to do it some day.

GINA

WHEN CAN I BUY GINA?
GINA is already available to preorder in our SHOP so you can go ahead and pick your favorite. Deliveries are expected to start in July 2017.

GOAT MUG

IS GOAT MUG DISHWASHER SAFE?
GOAT Mug is dishwasher safe. But before placing it inside your dishwasher first remove the holder and the straps.
CAN I EXCHANGE GOAT MUG FOR DIFFERENT SIZE OR MATERIAL OR COLOR AFTER I RECEIVED MY PACKAGE?
We are not able to directly exchange your GOAT Mug for a different one. What you can do, is place a new order for the new Mug of your choice of color and we'll send you a new one. If your first Mug hasn't been used yet, you can send your package back to us and we will refund your money. Please get in touch with us if you'd like to return your order so we can provide you with the right return address. And please note that we cannot cover shipping costs for the returning package.
DOES GOAT MUG FIT TO CUP HOLDER IN A CAR?
Since there're so many different dimensions of car cup holders out there it's hard to promise GOAT Mug will fit all of them. But keep in mind that GOAT Mug is 100% leak proof so you can basically store it anywhere you like and even if it flips it won't spill.
HOW CAN I REMOVE THE SMELL OF COFFEE FROM MY MUG?
Who wouldn’t like the smell of coffee? However, if a normal dishwasher or dish detergent doesn't work, you can try rinsing your Mug with baking soda and some water. This should do the trick.
WHAT CAN I DO IF MY MUG LEAKS?

Your GOAT Mug should be 100% leak proof. If this is not the case please go through these steps: - check, if you closed your cap tight enough, - clean and dry the canals on the screw, and - let the hot steam evaporate for a couple of seconds before closing the lid.

If after going through all three steps your Mug still leaks, please get in touch with us and we'll make sure to fix the situation. But please note if your order has been made more than 30 days before you got in touch with us, the warranty for receiving a new Mug is not valid anymore.

HOW LONG DOES IT TAKE TO RECEIVE MY GOAT MUG?
After receiving your order, we need about of 1-3 business days to process your order and ship it. The exact delivery time then depends on the delivery service in each country, nonworking days, extra busy times during some holidays (like Christmas). On average the package is delivered in the time period of two weeks.
Most orders come with a tracking number that enables you to follow your package at all times. If your package has not arrived at your address in two weeks time, please get in touch with us and we'll try to track down your package.

ACCESSORIES

MY HOLDER IS BROKEN/GOT LOST. WHAT CAN I DO?
If your holder arrived broken with your package please report this to us as soon as possible (but no later than 7 days after receiving your Mug) and attach a photo of your package and of broken part. We will send you a new holder.
If your holder got broken or lost after you already started using it, you can order yourself a new Holder in the ACCESSORIES tab of our SHOP.
Does GOAT MUG come with holder and straps? Do I have to purcahse them separately?
Each GOAT Mug comes equipped with a holder and a set of straps. It is actually impossible to buy GOAT Mug without all of the add-ons.
CAN I MIX AND MATCH MY MUG WITH DIFFERENT COLOURS OF HOLDER AND STRAPS?
We put a lot of effort to make our products look good. So we stand behind our choice of colors and combinations. But if you insist you can always purchase an extra holder or straps in the colour of your choice in ACCESSORIES section of our SHOP.
I RECEIVED ONLY THE LONG STRAP, SHORT ONE IS MISSING. HOW CAN I FIND IT?
Please see the video on the link below which shows how to find the short straps in your long straps: https://www.youtube.com/watch?v=SgSu4f542J8
I AM NOT SURE IF THE LEATHER ON MY GOAT MUG HOLDER IS REAL?
We do our best to offer best quality materials. There's two ways how you can check the material of your holder:
- see the barcode of the box your Mug arrived in; the text above the barcode says either real or faux leather.
- check the logo on the holder; if the goat head looks like it's scratched into the surface, that's faux leather, if it looks like a stamp then we're talking about real leather.

SALES AND DISTRIBUTION

I OWN A (COFFEE) SHOP AND WOULD BE INTERESTED IN TESTING YOUR PRODUCTS AND SELLING IT IN MY LOCATION(S). HOW CAN WE WORK TOGEHTER?
We're sure our mutual love for coffee can move mountains. We also enjoy working with baristas a lot and already have made many coffee experts friends worldwide. We can also say it with confidence that all baristas approve our products and are always pleased to work with us. That being said, we enjoy making new friends a lot and we can't wait to meet you too. Please get in touch with us, tell us about your coffee shop, maybe even share your Instagram or Facebook accounts and let us know how would you imagine our partnership to work. There is no one size fits all model when it comes to working with coffee experts so we'll devote extra attention to each applicant. Let's get this party started!
I'M INTERESTED IN BECOMING A DISTRIBUTOR OF GOAT STORY PRODUCTS. HOW CAN I GET IN TOUCH WITH YOU?
We're always on the lookout for partnerships that help us grow and spread our enthusiasm of creative design and innovations worldwide. If you work closely with either coffee shops, gift shops, small shops, concept stores, gadget stores, or any other locations you think might be interested in distributing our products please do get in touch with us. We'd appreciate if you introduce yourself, describe what you do, your experience and share your vision of expanding GOAT STORY products to a new market, new location,... After reviewing your proposal will assign you an appropriate Customer Success Manager on our side who will get in touch with you and hopefully this will be a beginning of a successful partnership. We're already excited to hear from you.

SHIPPING INFO

WHAT IF MY ORDER WAS RETURNED AS UNDELIVERABLE OR UNCLAIMED?
Occasionally orders are returned to us as incorrect address, failed delivery attempts, refusal to pay tax / unable to make import declarations or parcel refused by recipient. When the delivery agent returns an undeliverable package to us, we issue a refund by deducting the original shipping fee and 15 % of the value of products as handling charges. We can re-ship orders that are returned to us as undeliverable or unclaimed. Customers are responsible for the re-shipping fee. The re-shipping fee is based on the original shipping method used for your purchase.
WILL THERE BE ANY CUSTOMS CHARGES ATTACHED TO MY ORDER?
The prices in our SHOP do not include customs charges. We ship our products from the US, the European Union and China. If you live outside of these areas and your country charges fees (import tariff, value added tax, customs handling fees,...) you will be responsible to cover those costs. The actual value of the parcel will be reported on the customs documents, and the fees will be collected by the Post Office or courier service provider of the customer's country or region. In case the delivery of an order is delayed due to customs, we bear no responsibility.
DO YOU SHIP INTERNATIONALLY?
Yes. We offer worldwide shipping.
MY TRACKING NUMBER SAYS MY PACKAGE ARRIVED, BUT I DIDN’T GET ONE.
Please first check your mailbox or front door patio and ask your neighbours if anyone picked it up for you. Also, check at your local post office, because once it's recorded that the package is delivered, we can’t do much. Note that standard shipping does not include secured and signed delivery, but if you choose Express one, it provides more guaranteed delivery with proof of signature.
If nothing above shows any results, contact us via baa@goat-story.com and we'll see what we can do.
HOW LONG DOES IT TAKE TO RECEIVE MY GOAT MUG?
After receiving your order, we need about of 1-3 business days to process your order and ship it. The exact delivery time then depends on the delivery service in each country, nonworking days, extra busy times during some holidays (like Christmas). On average the package is delivered in the time period of two weeks.
Most orders come with a tracking number that enables you to follow your package at all times. If your package has not arrived at your address in two weeks time, please get in touch with us and we'll try to track down your package.
WHY IS SHIPPING FEE SO EXPENSIVE?
Shipping cost is often a pain for us as well. Please note that we're a young startup and we work hard to negotiate the best shipping prices for you with the most reliable shipping couriers who still offer what we perceive as acceptable shipping prices. We're not making any money off of the shipping fees. But if you buy here, you are supporting a team of young creatives who's eager to bring you more amazing products. Thank you!
HOW CAN I KNOW WHEN THE ORDER IS SENT OUT?
After your order is sent out from our warehouse you'll receive a SHIPPING CONFORMATION email. Please expect this email to arrive in 1-3 days after your order is placed. Sometimes this email can end up in the SPAM inbox by accident so please check that one too.
HOW MUCH DOES SHIPPING COST?
We ship our products worldwide and shipping cost vary based on the country of the delivery and type of the shipping service you select. Price of shipping for one product ranges between $5 and $15 (in US dollars). In order to see the exact shipping price calculation please fill your cart with all the items you'd wish to purchase and continue the ordering process until the "SHIPPING METHOD" step where exact shipping cost is already provided. Getting to this stage does not require making a purchase, so no worries.
AN HONEST NOTE ABOUT SHIPPING COST: Shipping cost is often a pain for us as well. Please note that we're a young startup and we work hard to negotiate the best shipping prices for you with the most reliable shipping couriers who still offer what we perceive as acceptable shipping prices. We're not making any money off of the shipping fees. But if you buy here, you are supporting a team of young creatives who's eager to bring you more amazing products. Thank you!

ORDERS

I DID NOT RECEIVE ANY CONFIRMATION E-MAIL AFTER MAKING A PURCHASE. HOW DO I KNOW IF I SUCCESSFULLY MADE A PURCHASE?
Please first check your SPAM folder if our email ended up there by accident. If it is not there, you might have made a typo when inserting your email address in the email field or a higher force interfered with your order and we didn't receive it. In this case, please get in touch with us and we'll let you know if your order was received and we can check if all data is correct and can resend you your conformation email.
WHAT HAPPENS AFTER I PLACE MY ORDER?
Right after you place your order you'll receive an order conformation email with your purchase information. In a couple of days you can expect to receive another email saying your order was packed and shipped. This means your package is on its way.
HOW CAN I PLACE AN ORDER?

We're glad you asked. Placing an order is very easy and can be done by clicking on the SHOP tab of this website and choosing your favorite GOAT STORY items.

Each item is first added to your CART which you can see at all times in the top right corner of this website. Once you're ready to checkout, you can click on the cart icon in top right corner and a pop up window will appear listing all your selected items. Click on the CHECK OUT button and a form for your shipping and billing info will open. From there on just follow instructions on the page.
ARE THERE ANY OTHER OPTIONS FOR PAYMENT THAN CREDIT CARD?
For now we only accept payments with Visa, MasterCard, American Express, JCB, Discover, and Diners Club debit and credit cards.
CAN I CHANGE MY ORDER AFTER THE SHIPPING CONFIRMATION EMAIL? HOW CAN I DO THIS?
Sorry, after you receive the SHIPPING CONFORMATION email it means that your package has already left our warehouse and you can no longer change your order. 
CAN I CHANGE MY DELIVERY ADDRESS ONCE THE ORDER IS MADE? HOW CAN I DO THIS?
You can change your delivery address in 24 hours after placing your order. Please get in touch with us, provide your order number, the old address and the new address. We'll do our best to make this change in time before the order is processed.
WHERE CAN I FIND MY ORDER NUMBER?
Your order number can be found in the conformation email in the grey area, right below the order date. You received this email right after placing your order. Easiest way how to find this email in your inbox is to either search for it by the email address baa@goat-story.com or by the keywords "GOAT STORY Order confirmation".

RETURN POLICY

CAN I GET A REFUND?
Refunds will be issued only when all following requirements are met:
- you got in touch with us within 30 days after receiving your package;
- you explained your reason and let us know you're sending your package back (Please note we do not cover shipping costs of returning packages);
- we sent you a correct address for returning packages;
- the parcel is returned to our warehouse successfully, unused and in original packaging with all accessories included and not damaged.
WHAT IS YOUR RETURN POLICY?
Returns are welcome within 30 days. We wish to ensure everyone receives a quality product, so if your item doesn’t live up to our promises, the GOAT STORY team will be happy to accept returns or help resolve any problem you might have. This return policy applies to items purchased through our website only. So, if you bought something from a local retailer, they should be your first point of contact. For further assistance, drop us an email to: baa@goat-story.com

MARKETING COLLABORATION

I'M A BARISTA ATTENDING COFFEE FESTIVALS AND COMPETITIONS AROUND THE WORLD. IS IT POSSIBLE TO GET GINA AS A TOOL TO BREW COFFEE IN MY NEXT SHOW?
Our scouts are always on the look out to expanding our "GOAT STORY barista team", so if you think you have the potential to start brewing some magic with GINA and introducing it to the world, we'd love to get to know you and hear about the events or competitions you're attending. Please don't wait to get in touch, we're already excited to meet you!
I WORK WITH A SIMILARLY AWESOME BRAND AS YOURS IS. CAN WE COLLABORATE ON A CAMPAIGN, CROSS PROMOTION OR ANYTHING SIMILAR?
We love meeting new brands and collaborating on awesome projects. Please get in touch, introduce yourself and let's do awesome things together!
I SEE MY PHOTOGRAPHY / BLOGGING STYLE AS A PERFECT MATCH TO YOURS. CAN WE DO A COLLABORATION?
We get a lot of inquires of this kind but we read through all of them and if we feel the possible connection between us, we'll definitely get back to you. Sometimes it takes a bit longer, but please bare with us. Send us a message and please don't forget to include the links to your blog/ Instagram page/youtube channel or anywhere we can see your work. We're looking forward to meeting you.
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