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 prepared — that is within the 1–5 business day processing window. E-mail support@goviloop.com with the order number and you are refunded in full within 5 business days. Once the carrier has collected the parcel it cannot be recalled.
Is the price on the product page the final price?
Yes. The item price already includes taxes and import duties, and standard shipping is free, so for most orders the price you see is the price you pay. The only thing that can be added at checkout is FedEx Plus Express at US$59, if you choose it. Nothing is collected on delivery.
Shipping
How much is shipping?
Standard shipping is free on every order, with no minimum — USPS in the United States, a tracked international service to the United Kingdom and the EU. If you want it faster, FedEx Plus Express is US$59 per order.
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?
We prepare the order in 1–5 business days. After that, free standard shipping takes 15–21 business days in transit (about 16–26 business days in total), and FedEx Plus Express takes 2–5 business days in transit (about 3–10 business days in total). Full detail is on the Shipping & Delivery page.
Does paying for express make it ship sooner?
No — express shortens the journey, not the packing. The order still takes 1–5 business days to prepare before either service collects it.
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. Both services are fully tracked.
Returns
When do you accept a return?
Only when the item arrives damaged, faulty or is not what you ordered. E-mail support@goviloop.com within 7 days of delivery with your order number, photographs and an unboxing video. We replace the item free, or refund you in full if it is out of stock. You pay nothing.
Why do you want an unboxing video, and what counts?
The parcel travels 15–21 business days through several carriers, so a continuous video is the only way to tell a packing error or transit damage from damage that happened after delivery. It must start before the parcel is opened, with the outer packaging sealed and the label legible, and run without any cut or edit until the fault is visible. Photographs on their own, or a video that begins with the parcel already open or has been trimmed or joined together, cannot be accepted. Please film every GoviLoop parcel before you break the seal.
I just changed my mind. Can I return it?
No. We do not accept change-of-mind returns — every order is shipped individually from Hong Kong. Please read the product page carefully and e-mail us with any question before you order. Consumers in the United Kingdom and the EU keep their statutory 14-day right of withdrawal; see Returns & Refunds.
How fast is the refund?
Within 5 business days of the claim being approved, back to the original payment method. Your bank or card issuer then usually takes another 3–10 business days to show it.
How do I contact you about a return?
By e-mail only: support@goviloop.com. We reply within 1 business day.
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 use, e-mail us with photographs and we will assess it case by case. Normal wear is not covered.
Payment
What can I pay with?
The payment methods shown at checkout, 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.