Ordering
Do I need an account to order?
No. You can check out as a guest with just an e-mail address and a delivery address. An account only saves your details, shows your order history and displays the FedEx tracking number.
Can I change or cancel an order?
Yes, while it is still in handling — that is within 2–3 business days of ordering. E-mail support@goviloop.com with the order number and you are refunded in full, import charge included. After the carrier has collected it, cancellation becomes a return.
Is the price on the product page the final price?
Almost. Two lines are added at checkout: shipping ($5.95, free over $59) and the flat 10% import duties and taxes charge. Nothing else is added, and nothing is collected on delivery.
Shipping
Where does my order ship from?
Our fulfilment warehouse at Hutchison Logistics Centre, Kwai Chung, New Territories, Hong Kong. It is an international shipment into the United States.
How long will it take?
2–3 business days handling plus 5–7 business days in transit with FedEx International — 7–10 business days in total. Full detail is on the Shipping & Delivery page.
Will FedEx ask me to pay duties when it arrives?
No. The 10% import duties and taxes charge you pay at checkout is the whole of it, and we forward it to the carrier ourselves. If a courier ever does ask you for money on a GoviLoop parcel, do not pay — photograph the request and send it to support@goviloop.com.
Do you ship outside the United States, or to PO boxes?
No. We ship to street addresses in the 50 states and Washington D.C. only. No PO boxes, no APO/FPO, no freight forwarders, no other countries.
When do I get tracking?
By e-mail as soon as the carrier collects the parcel, and on the Track your order page at the same moment.
Returns
My item arrived damaged. What now?
E-mail support@goviloop.com within 7 days of delivery with your order number, photos and an unboxing video that starts with the sealed parcel. We ship a free replacement and you keep the original — nothing to post back, nothing to pay.
Why do you want an unboxing video?
It lets us approve a replacement the same day and claim from the carrier ourselves, instead of asking you to post a damaged item back across the Pacific. If you did not film it, still write to us — we look at every claim individually.
I just changed my mind. Can I return it?
Yes, within 30 days of delivery, unused and in the original packaging. You pay the return postage to our Hong Kong warehouse and you need an RMA number first. There is no restocking fee, and the 10% import charge is refunded in full.
How fast is the refund?
Within 5 business days of an approved fault claim, or of a change-of-mind return reaching us and passing inspection. It goes back to the original payment method.
Products
Are the brands genuine?
Yes. We buy from manufacturers and trade distributors, verify barcodes and weights on arrival, and keep purchase invoices. We are an independent retailer and not an authorised dealer for the brands we carry unless a listing says otherwise — the full explanation is on the Product Sourcing & Authenticity page.
Is the GTIN on the listing the barcode on the item?
Yes. Where the manufacturer has assigned one, we publish it on the product page and use the same number in our product feed.
Is there a warranty?
Manufacturer warranties apply as published by the manufacturer. Separately, if something fails through a manufacturing defect in normal home use, contact us and we will sort out a replacement or refund. Commercial-gym use and normal wear are not covered.
Payment
What can I pay with?
PayPal and Visa, in US dollars. See Payment Methods.
Is checkout secure?
Yes — the whole site is HTTPS and card data goes straight to a PCI DSS compliant processor. We never store card numbers.
Still stuck?
E-mail support@goviloop.com. We answer within 1 business day during Monday – Friday, 9:00 AM – 5:30 PM (Pacific Time).