Frequently Asked Questions

If your packages are damaged during transit, the seller may provide a replacement or refund as a VIP benefit. The benefit amount will not exceed the original purchase value of the items.

If the delivery address provided does not match the address specified in your order information, Gooval may help coordinate address correction support, subject to review.

If the item is not received within the agreed time, the customer may be eligible for a delay benefit of up to USD5 (or USD5 equivalent) per order.

If your eligible product is damaged or has a delivery issue, please report the issue at

1. Gooval Resolution Center
2. E-mail:contact@gooval.io

All issues must be reported within 90 days of the order date.

1. Issue of Loss:
   • If the package is not marked as "Delivered" by the courier company, it must be reported within 90 days after the order date.
   • If the package is marked as "delivered" but not received, it must be reported within 7 days from the time the courier's tracking record is updated to "delivered."
2. Issue of Damage:

   If the package is delivered with damage, it must be reported within 7 days from the time the courier's information is updated to "delivered."

3. Mis-delivery by Courier:

   If you find that the package has been delivered to the wrong address, please report it to us immediately.

4. Issue of Delay:

   If the item is not received within the agreed time, Please report the issue via Gooval Resolution Center upon discovery and within 90 days from the Date of Delivery.