FREQUENTLY ASKED QUESTIONS
Purchases and orders
Q: Can I ship my order to a PO Box?
A: At this time, we apologize for not offering shipping to PO box, parcel locker, hotel / motel (unless you are an employee) or freight shipping addresses.Q: Can I change my order once it has been confirmed and paid?
A: In order to ensure our processing time is fast, we cannot change any order as any change will cause delay in the delivery of your order. This applies to both customer information and items ordered.Q: I entered a wrong address, can I change my shipping address before or after my package is shipped?
A: Unfortunately, we are unable to change order information, including the shipping address, after the order has been paid for and processed. If you have noticed that wrong information is provided on the order, we can only return it to our warehouse as a return order.Q. Can I cancel my order if I change my mind?
A: You can cancel your order while it is still being processed. Only cancellation requests made by e-mail to cs@GooDevices.com
will be acknowledged.
Q: When will the items in my order be available?
A: As all of our products are in stock, they are usually dispatched within 24 hours (Monday to Friday). Once your order has been shipped from our warehouse and with the carrier, you will receive an email with the tracking numbers. The delivery time takes up to 5-7 working days.
* Please note that shipping may take longer during sales periods, holidays and extreme weather conditions. We are sorry for any inconvenience caused. Please contact our customer service if you require further assistance.
Q: I contacted by e-mail, but I have not received a response for more than 2 working days. And now?
A: We apologize if this has happened. However, due to certain situations such as sales period and holidays, our customer service team may take a few extra days to respond due to the volume of inquiries. We do our best to respond to all messages within 24-72 business hours (Monday to Saturday, excluding holidays). From time to time, our responses may end up in your spam folder. Please also check your spam folder in your email.
Q: What kinds of payment methods can I use at GooDevices?
A: GooDevices currently accepts Visa and Master credit cards and PayPal for your online purchases.
Shipping and delivery
Q: Where do you ship my items from?
A: We process and ship all orders from our Hong Kong warehouse. Once your order has shipped, you will receive an email with your tracking information.Q: Where do you ship to?
A: We currently only ship to the UK.Q: How much does shipping cost?
A: GooDevices currently offers FREE Premium Express shipping on all orders.Q: How long does it take to receive my order?
A: The delivery time takes up to 5-7 business days.Q: Which couriers will be used to ship my order?
A: GooDevices will use its discretion to determine the best carrier for each order and also reserves the right to change carriers without notice.
Q: How do I track my orders?
A: After your order has been shipped, you will receive an email with the carrier name, tracking number, and tracking link. You can track the status of the parcel with the tracking number through the tracking link we provide.
Q: Why is there no information available for the tracking number given to me?
A: We provide customers with the tracking number of your package as soon as we have the information. However, it may mean that you might receive the tracking number before the courier company has updated their database and uploaded the information to their website. Tracking details would be available after some time, sometimes taking up to 40 hours. Unfortunately, the time required for the tracking number to reflect the status of your package is subject to courier service and is beyond our control.
Q: Where is my order?
A: Once we ship your order, the package will be in the hands of the courier. For the latest updates on your package, please refer to the tracking number that we will send you once we have shipped your order. As it is not up to us, it is the customer's responsibility to verify this and contact the courier if there are any issues with arranging a new delivery, receiving pickup instructions, etc. If there is an issue that you cannot mail to resolve, you can email us at cs@GooDevices.com and we will try to help as much as possible.
Q: Why does the tracking status of my order show delivered when I haven't received my package yet?
A: In some circumstances, packages may be delivered to your mailbox or delivered and signed by your neighbors. We suggest you check your mailbox and ask your neighbors first. If you can't find your package, you can also check with the local courier with the given tracking number. If there is a problem that you cannot resolve with the courier service, please contact us by email at cs@GooDevices.com.
Q: What if my ordered item is damaged in transit?
A: Please refer to the Shipping and Delivery page for more details. If you have any questions about claiming damaged or lost, you can email cs@GooDevices.com with the order number, item name, and photos of the products as well as the package. The GooDevices team will investigate further with the courier company and get back to you as soon as possible.
Q: What happens to my order if it cannot be delivered and is returned to GooDevices?
A: If you are not available to receive the order, our courier will contact you to try and arrange a new delivery at an appropriate time. If our partner carriers fail to reach you after several attempts, your package will be returned to our warehouse. In the case of return shipments from our courier partners, the GooDevices team considers these packages to be undeliverable packages. In this case, we will notify customers by email to confirm the package arrangement, i.e. order refund or reshipment. Order refund or reship options would incur additional handling fees, reshipping fees, or return fees to be borne by customers, before any arrangement is processed.
Q: What is GooDevices' return and exchange policy?
A: In the event that you change your mind or receive defective and incorrect items, we offer a 7 day return policy to request return of goods upon receipt of order, subject to the terms and conditions of return of GooDevices. You can refer to Returns and Exchanges page for more detail.
Q: How can I return my order?
A: Please note that we only accept returns within 7 days of order delivery. Before returning your order, please review our Returns and Exchanges page to ensure that your return request meets our return requirements. You can email cs@GooDevices.com and our returns team will normally acknowledge your request and notify you of the returns process within 3-5 business days.
Q: Can I exchange my item?
A: The return request must be made by email to cs@GooDevices.com within 7 days of order delivery. After we receive your returned package, we will need a maximum of 20 business days to process and handle the return and then ship your item. If we cannot meet your request, that is, the specific color is out of stock, the item's value will be refunded.
Q: Should I return the item to your Hong Kong warehouse for a return or exchange at my expense?
A: For all returns, the customer will need to arrange for the item to be returned by regular or registered air mail to our designated return address. In the event of a defective or incorrect item, a refund will be issued to you for the shipping costs.
Q: Do you sell refurbished genuine products?
A: Yes. All of our products are genuine and authentic.