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 carrier tracking number.
Can I change or cancel an order?
Yes, while it is still being processed — that is within 1–2 business days of ordering. E-mail support@goviloop.com with the order number and you are refunded in full, shipping included. After the carrier has collected it, cancellation becomes a return.
Is the price on the product page the final price?
Yes, apart from shipping. The item price already includes taxes and import duties. The only thing added at checkout is the shipping method you choose: USPS US$40 or FedEx US$58 to the United States, or DHL US$35 or FedEx US$58 to the United Kingdom and the EU. 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. Every order is an international shipment.
Which countries do you ship to?
The United States (all 50 states and Washington D.C.), the United Kingdom, Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Luxembourg, the Netherlands, Poland, Spain and Sweden — to street addresses only. No PO boxes, no APO/FPO, no freight forwarders, no US territories and no other countries.
How long will it take?
1–2 business days of processing, then 5–10 business days in transit — about 6–12 business days in total. Full detail is on the Shipping & Delivery page.
Will the carrier ask me to pay duties or VAT when it arrives?
No. Taxes and import duties are already included in the price, and we settle them with 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.
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 to Hong Kong. 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. Customers in the United Kingdom and the EU also keep their statutory 14-day right of withdrawal — see Returns & Refunds.
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, from any country we deliver to. 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).
Questions about this policy?
Write to support@goviloop.com and a person will answer within 1 business day. If anything on this page turns out to be unclear or wrong, tell us and we will fix the page.