Every GoviLoop parcel ships with FedEx from our warehouse in Kwai Chung, Hong Kong. Enter your order number and the e-mail address you used at checkout to see where it is.
Where to find your order number
It is on the order confirmation e-mail we sent when you paid — a number like 1234, shown next to “Order number”. If you have an account you can also see it under My account → Orders, where the FedEx number appears in its own column as soon as the parcel is collected.
When the tracking number appears
We hand parcels to FedEx after 2–3 business days of handling. The tracking number is e-mailed to you and added to this page on the same day the parcel is collected. FedEx itself can take up to 24 hours after collection to show the first scan, so a number that shows “label created” overnight is normal and not a problem.
Delivery windows
| Stage | Time | What is happening |
|---|---|---|
| Handling | 2–3 business days | Picked and packed at Hutchison Logistics Centre, export documents raised |
| Transit | 5–7 business days | FedEx International air freight, US customs clearance, domestic delivery leg |
| Total | 7–10 business days | From payment clearing to the parcel at your door |
Business days only — weekends and public holidays are not counted. Full detail is on the Shipping & Delivery Policy page.
It is stuck at customs
An international parcel normally pauses for a day at a customs facility; that is routine and needs nothing from you. We are the importer of record and the 10% charge you paid at checkout covers the duties and taxes, so nobody should contact you asking for a payment. If someone does, do not pay — photograph the request and send it to support@goviloop.com.
Tracking has not moved for three days
Occasionally a parcel sits between scans. If your FedEx tracking has not updated for three business days, e-mail support@goviloop.com with the order number and we will open a trace ourselves. You do not need to contact the carrier.
Marked delivered but nothing arrived
Check with neighbours and around the property first — FedEx often leaves parcels in a safe place and photographs them. If it is still missing, tell us within 14 days of the delivery scan and we will file the claim and replace or refund the order.
It arrived damaged
Film the parcel as you open it. With an unedited unboxing video and a couple of photographs, sent to support@goviloop.com within 7 days of delivery, we ship a free replacement and you keep the original — no return postage, no forms. The detail is on the Returns & Refunds page.