Shipping & Delivery Policy

GoviLoop delivers to the United States, the United Kingdom and these European Union countries: Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Luxembourg, the Netherlands, Poland, Spain and Sweden. Every order is dispatched from our Hong Kong warehouse, and you choose the carrier at checkout. The processing time, transit time and shipping costs on this page are the same ones shown on each product page and at checkout, and they match the shipping settings we file with Google Merchant Center.

Shipping at a glance

Shipping methods and cost

Shipping is charged once per order, in U.S. dollars, and shown at checkout before you pay. The rate is the same however many items are in the order.

Processing and transit

• Processing: 1–2 business days after the order is accepted. Orders placed before 1:00 PM Hong Kong Time on a business day start processing the same day; orders placed after the cut-off, at a weekend, or on a Hong Kong public holiday start on the next business day.
• Estimated transit: 5–10 business days after dispatch.
• Estimated total: about 6–12 business days from order to delivery.

Business days exclude weekends and public holidays. These are estimates, not guaranteed arrival dates: customs inspection, severe weather and carrier backlogs can add a day or two, and we will tell you if we know a shipment is affected.

If an item turns out to be unavailable after you have paid, we e-mail you within one business day with the choice of waiting for the restock date, swapping to another item, or a full refund.

Where your order ships from

All inventory is held and dispatched from a single warehouse: Hutchison Logistics Centre, Unit 208-209 & 410, 18 Container Port Road South, Kwai Chung, New Territories, Hong Kong. It is a bonded logistics facility in the Kwai Tsing container terminal area and the shipping origin for every order.

Our registered business and correspondence address remains 2553 Neptune Pl, Port Hueneme, CA 93041, United States. It is an office, not a dispatch location, and returns must not be sent there.

Customs, duties and taxes

Parcels are sent from Hong Kong, so every order is an international shipment. The carrier handles the customs formalities: it files the import entry, clears the parcel and delivers it to your door. You do not file paperwork, contact any agency, or collect the parcel from anywhere.

You pay nothing on delivery. Prices on this site already include taxes and import duties, and we settle them with the carrier ourselves:

• United States: no sales tax is added at checkout, and any import duty on the parcel is paid by us.
• United Kingdom and the EU countries above: prices include VAT. Nothing is added at checkout, and any import VAT or duty on the parcel is paid by us.

The total shown at checkout — your items plus the shipping method you chose — is the total you pay. There is no second bill, no broker fee and no charge at the door. If a courier ever does ask you for a payment on a GoviLoop parcel, do not pay it: photograph the request and e-mail support@goviloop.com. We will settle it directly with the carrier and reimburse you if you have already paid.

Carriers and tracking

We ship with USPS and FedEx to the United States, and with DHL and FedEx to the United Kingdom and the EU countries above. Every parcel leaves the Hong Kong warehouse on the service chosen at checkout.

A tracking number is e-mailed to you as soon as the parcel is handed to the carrier, with a direct link to that carrier’s tracking, and it also appears on your order page — see Track your order. Carrier tracking can take up to 24 hours to show the first scan, and because the parcel crosses a border it is normal for tracking to sit on a customs-clearance scan for a day or two; that pause needs nothing from you. If your tracking has not updated for three business days, e-mail support@goviloop.com with the order number and we will open a trace with the carrier.

Where we deliver

We ship to street addresses in 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. We do not ship to PO boxes, APO/FPO addresses, freight forwarders, US territories, or any other country. If an order is placed with one of those addresses we will contact you for an alternative or refund it in full.

Multiple items

Orders with several items normally ship together in one parcel. If one item is delayed we will ship the rest first at no extra cost rather than hold the whole order, and you will receive a second tracking number for the remainder. Splitting an order never increases what you pay for shipping.

Damaged, lost or missing parcels

Film yourself opening the parcel — see the Returns & Refunds page for why that matters — and e-mail support@goviloop.com within 7 days of delivery for anything that arrives damaged. For a parcel marked delivered that you have not received, tell us within 14 days of the delivery scan. In both cases we file the carrier claim ourselves; you are not asked to deal with the carrier. We replace or refund once the claim is accepted, normally within 5–10 business days.

Address changes

We can change a delivery address while the order is still being processed. Once the parcel is with the carrier and export paperwork is filed we cannot redirect it. E-mail support@goviloop.com as soon as possible with the order number and the correct address.

Questions

E-mail support@goviloop.com — answered within 1 business day during Monday – Friday, 9:00 AM – 5:30 PM (Pacific Time).