Ecommerce Frequently Asked Questions

Does Austin Goodwill do combined shipping on multiple auction wins?

We absolutely will combine shipping on multiple auction wins! Just contact us when you've won all the auctions you want to ship together and we will provide an updated invoice with combined shipping charges. Please email or call us for a combined invoice prior to making your payment.

How do I get a revised invoice for combined shipping charges?

Send us an email at ecommerce@goodwillcentraltexas.org or give us a call at 512-681-3343 and we will adjust your invoice to account for combined shipping. Adjustments will appear on the invoice total but not indicate a direct change in the shipping charges themselves. Please email or call us for a combined invoice prior to making your payment.

I paid for my items, can I still get combined shipping?

Yes, we can issue a refund to your credit card as an adjustment for combined shipping, but we must wait 24 hours after the payment was made to issue the refund and it will take 3-5 business days for the credit to appear on your credit card statement. In the future, we invite you to contact us before you pay and we will gladly provide you with an updated invoice with combined shipping charges so you won't have to deal with the processing time of a credit card refund.

I live in the Central Texas area, can I pick up my item directly from Austin Goodwill?

Absolutely! We are available for local pickups Monday-Friday 9am to 330pm. Send us an email (via ecommerce@goodwillcentraltexas.org  ) requesting a revised invoice reflecting a local pick up. We would really appreciate an email or a call at least an hour before you come to pick up your item so we can pick it from our warehouse and have it ready when you arrive.

Our offices are located at 6505 Burleson RD, Austin 78744 we share a location with the Goodwill outlet. There is an entrance on the side of the building that is to the left of the retail store. Tell the front desk you have an eCommerce pick up, give them your item or order number and they will give us a call.

All of the items posted online are only for sale through the online auction. You may pick up the item here at our office after winning the item. Please be advised that all items must be paid for prior to pick up as we do not have a method of accepting payment here.

Can I pay by phone or pay cash when I pick up?

We are only able to accept payment for items through the shopgoodwill.com auction system. We have no other method of accepting payments including cash payments.

I'm a Texas-based re-seller who was charged sales tax and I am tax exempt, how can I get tax removed?

Email or call us for a revised invoice with sales tax removed. Please be prepared to email or fax us a copy of your sales tax exemption certificate. Adjustments will appear on the invoice total but not indicate a direct change in the sales tax charg itself.

I tried to pay for this item 3 times and now I am locked out, what do I do now?

As a security measure, shopgoodwill.com automatically suspends payments for an item after three failed attempts are made. Please verify that the billing address and zip code for your credit card matches the billing info associated with your shopgoodwill.com account and contact us via email at ecommerce@goodwillcentraltexas.org or call us at 512-681-3343 to reset the payment attempts.

I had trouble paying for an item and now I see 3 charges for the same item on my credit card statement, what is going on?

Each attempt to pay for an item may cause a temporary hold to be placed on your credit card for the amount of the payment and can temporarily affect your credit card balance. Temporary holds placed on your card for unsuccessful transactions will expire automatically after up to 5 business days. You may contact the credit card issuer to potentially remove the holds manually, but shopgoodwill.com and Austin Goodwill are completely unable to assist you in such matters.

I cannot pay by the payment deadline, do I lose the item?

We would prefer that you pay within the 2-week payment window - delinquent payments are a detriment to our operation and impact our ability as a non-profit organization to provide the services that our community depends on. If you absolutely cannot pay by the initial payment deadline, please contact us and we may be able to extend the payment deadline to a later date.

I won an item 3 weeks ago but forgot to pay for it did I lose the item?

Unfortunately, if an item is not paid for within three weeks of the auction closing and we do not receive notice from the winning bidder, we will re-list the item again and remove the item from the winning bidder's dashboard. Shoppers who repeatedly win auctions and do not pay or contact us about payments will be blocked from further bidding on items listed by Austin Goodwill.

Why are my shipping charges so high?

If you won several items and combined them into one invoice, by default the combined shipping charges will reflect all of the individual shipping charges added up. In order to receive an updated invoice that reflects actual reduced combined shipping charges, please contact us at ecommerce@goodwillcentraltexas.org  or call us at 512-681-3343.

Do you ship internationally?

Unfortunately at this time we only ship to domestic US customers.

I never received my item, what is going on?

Every item that we ship out includes USPS tracking. An automatic email message with this tracking info is sent to the email address associated with your shopgoodwill.com account. Please review this tracking information and verify that the item is not currently in transit. If the tracking indicates the item has been delivered please verify that the shipping address you have associated with your shopgoodwill.com account is correct and contact your local Post Office for assistance filing a claim for a lost or mis-delivered item. Otherwise, please contact us at ecommerce@goodwillcentraltexas.org  or call us at 512-681-3343 and have your item or order number handy so we can verify the status of your order.

I received my item but I don't like it, can I return it?

We will gladly accept the item back for a full refund within 7 days of receipt. Simply send the item back to us at the address below and we will remit your refund upon receipt.

eCommerce Department
Goodwill Industries of Central Texas
6505 Burleson Rd
Austin, TX 78744

Note: All jewelry and watch grab bags are sold "as-is" and are not eligible for return. Other items sold "as-is" may only be returned if their condition or damage is not accurately represented in the item description, not including additional damage incurred during shipment.

I received my item but it has damage not indicated in the item listing, how do get my money back?

We will gladly accept the item back for a full refund within 7 days of receipt. Items returned due to inaccuracies or omissions in the item listing may qualify for free return shipping. Shipping charges for all other return items are solely the responsibility of the customer. Please contact us at ecommerce@goodwillcentraltexas.org  or call us at 512-681-3343 and let us know what is wrong with the item and we can provide a pre-paid USPS mailing label to get the item back from you. We will remit your refund upon receipt. We may also be able to offer a partial refund under certain circumstances - please contact us for details.

Note: All jewelry and watch grab bags are sold "as-is" and are not eligible for return. Other items sold "as-is" may only be returned if their condition or damage is not accurately represented in the item description, not including additional damage incurred during shipment.

I need to return an item, does Austin Goodwill pay for return shipping?

Some items are eligible to be returned within 7 days of receipt. Items returned due to inaccuracies or omissions in the item listing may qualify for free return shipping. Shipping charges for all other return items are solely the responsibility of the customer.

Note: All jewelry and watch grab bags are sold "as-is" and are not eligible for return. Other items sold "as-is" may only be returned if their condition or damage is not accurately represented in the item description, not including additional damage incurred during shipment.

I received the wrong item, how do I get the item that I actually won?

Unfortunately, from time to time we may accidentally mis-ship an item. We are happy to provide you with a pre-paid USPS mailing label to get the mis-shipped item back to our offices. Please contact us so that we can investigate the issue and get the correct item shipped out to you.  

Are you sure that is a real Tiffany, Gucci, or other Brand Name / Designer item?

All of our brand-name, designer, and luxury items are listed in accordance with shopgoodwill.com policy and are verified authentic to the best of our ability.