ShopGopher FAQ

We customize our services for you. ANYTHING is possible! We've answered a concise list of your frequently-asked-questions below, but if you still need more information, please email info@shopgopher.com. We're at your service 24/7!

Questions & Answers
How do I place an order?
What items can I buy?
Is there a minimum order size required?
What items are prohibited?
Do I have to pay for local shipping and sales tax?
What forms of payment do you accept?
What fees do you charge for your service?
Who's responsible for paying any customs or import duties?
What shipping methods are available to me?
How long will it take for my order to arrive?
Can you ship my order to a destination other than my billing address?
Can you help me purchase items on eBay and other US-based auction sites?
Can you help me locate limited edition items or products yet to be released?
How can I cancel or change my order?
Do you accept returns?
What's your privacy policy?


How do I place an order?
That's easy. Just click on the Request Form link and enter your details. Be as specific as possible - i.e., styling needs or item details. You can include event details, or brand, product number, style, color, size, magazine ad, website... Everything helps us get started. For shopping, we'll respond with a price quote for you to consider before finalizing your purchase. If you agree to all the details and send the required payment, you'll have your designer items in just a few days!

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What items can I buy?
Virtually anything! While our focus at ShopGopher is on luxury items from today's leading designers, we are here to help you purchase anything your heart desires. Go ahead and use your imagination...send us your request!

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Is there a minimum order size required?
To ensure the highest level of service for all of our clients, we have a minimum "search" order size of US$250 PER RETAILER. Orders not meeting this requirement will be charged a minimum Service Fee of US$25.00 PER RETAILER.

The minimum order requirement does not apply to purchases made using the ShopGopher card.

Styling fees will vary based on project with a minimum of two-hours billed, plus expenses.

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What items are prohibited?
For safety and security issues we are prohibited from shipping dangerous items (firearms and anything else that's explosive) as well as any controlled substances (drugs, alcohol, and tobacco).

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Do I have to pay for local shipping and sales tax?
Your cost summary will detail all the costs involved with your purchase including local shipping charges from the retailer to our warehouse. The good news is that most retailers will typically waive all local shipping charges for orders above US$100. Rest assured that your Personal Shopper takes into account all associated fees and charges in locating the best retailer for your request.

New York sales tax is normally waived if we can purchase your items from an online retailer that has no physical presence within New York State.

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What forms of payment do you accept?
We accept PayPal and all major credit cards. To ensure the highest level of security for our clients, no credit card information will reside within our database. Alternatively, many of our clients prefer to send a wire transfer. Further instructions for this method can be obtained from your Personal Shopper.

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What fees do you charge for your service?
We charge a basic flat fee of 10% of the total product cost (including all shipping costs to your destination). For Limited Edition or exclusive access items, our fee is 20%. See our Sample Orders page for examples. There are no hidden charges and we'll provide a receipt for your records.

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Who's responsible for paying any customs or import duties?
As we ship to many destinations around the world, we are unable to predict whether your items are subject to import duties. Several countries in Asia (Hong Kong & Singapore) are duty free ports; however, most others have limits ranging between US$200-US$500. Please check with your local authorities for further information. Any duties assessed are your responsibility.

Please note that insurance coverage is limited by the declared value of the items. While declaring a lower value may save you from paying customs duties, this action may hurt you if the package is lost or damaged in-transit.

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What shipping methods are available to me?
We only use FedEx. FedEx guarantees 2-3 day delivery to most major cities and offers a premium level of service. In addition, all packages are insured for loss or damage to your items in transit.

In many cases, we are able to save you on shipping costs by repackaging your items into a smaller box. Any savings versus your original cost quote will be refunded to you.

For local New York clients, items may be sent via messenger service if you live in a doorman building.

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How long will it take for my order to arrive?
All orders shipped via FedEx International Priority will arrive in 2-3 business days.

Shipping times are calculated from the time your package leaves our warehouse. Total receiving time depends on how long each individual retailer takes to ship to our warehouse.

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Can you ship my order to a destination other than my billing address?
Of course! We can send your items to any location around the world. Make sure you let us know in advance where you would like your order to be shipped so that we can quote you an accurate shipping cost. With a tracking number supplied by FedEx, you will know exactly when your order arrives at its destination.

Please note that for fraud prevention, some credit card transactions must be shipped to the billing address only. In these situations, payment by bank wire transfer will enable us to ship to your alternate address.

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Can you help me purchase items on eBay and other US-based auction sites?
Unfortunately, we cannot entertain requests to purchase items on eBay or other auction sites as we cannot guarantee their authenticity.

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Can you help me locate limited edition items or products yet to be released?
Absolutely! We will use every last resource we have to locate the products you want, even if they are limited in supply. For items to be released at a future date, we will keep you updated and even put you on the waiting list for the first shipment. There's never any additional charge over and above our Service Fee, no matter how long it takes for us to fulfill your request. We may ask for a deposit to secure your place on the waitlist and it is refundable should we not deliver.

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How can I cancel or change my order?
You are welcome to change or cancel your order BEFORE your payment has taken place. However, once your payment has been received, your order cannot be changed. Just reply to your order confirmation or email us at sales@shopgopher.com.

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Do you accept returns?
Customer satisfaction is our first priority, so returns are possible but are restricted by the individual policies of each boutique or luxury retailer. In general, the major luxury retailers such as Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman and eLuxury.com accept all returns with few restrictions.

Items purchased from specific designer boutiques are typically not returnable unless defective. However, we always inspect each item received for defects and will arrange for returns on your behalf if the need arises.

Shipping charges, customs and import duties, as well as our service fee are NON-REFUNDABLE except in the sole case of our error. It is also the customer's responsibility to pay for all return shipping charges.

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What's your privacy policy?
At ShopGopher, we are committed to keeping all of your information confidential and we will never resell it to third parties. Occasionally, we will email you shopping updates, but you are free to unsubscribe to such newsletters at anytime.

More importantly, credit card information is never kept on our website, which is why we use secure third party payment processors such as PayPal.

If you have any questions or concerns regarding the storage and use of your information, please send an email to info@shopgopher.com.

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