FAQ
Frequently Asked Questions
Welcome to GOGO BUY! Here are answers to some of the most common questions about ordering, shipping, tracking, and customer support.
How long does shipping take?
Orders are typically shipped the day after payment is confirmed.
Most orders are delivered in approximately 10 days after shipment.
Please note that delivery times are estimates and may occasionally be longer due to customs inspections, carrier delays, weather, public holidays, or other circumstances outside our control.
Where do you ship from?
Orders are shipped internationally from China.
After the package reaches the destination country, delivery may be completed by a local shipping carrier.
Will I receive tracking information?
Yes.
Tracking information will be provided after your order has been shipped when available.
Please allow some time for the tracking system to update after the carrier receives your package.
International tracking may occasionally remain unchanged for several days while a package is moving between countries, going through customs clearance, or being transferred between carriers.
Why has my tracking stopped updating?
This can happen during international shipping and does not necessarily mean that your package is lost.
Packages may temporarily stop showing new tracking updates while they are:
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In international transit
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Going through customs clearance
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Being transferred between carriers
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Waiting for the local delivery carrier
If your tracking has not updated for an unusually long period, please contact us and we will help check the shipment status.
What happens if my package is selected for customs inspection?
International packages may be randomly selected for inspection by customs authorities.
Customs inspections are outside our control and may cause the shipment to take longer than the usual estimated delivery time.
Unfortunately, we cannot provide an exact release date while a package is under customs inspection.
A customs delay does not necessarily mean that your package is lost.
Can I change my shipping address after placing an order?
Please contact us as soon as possible if you notice an error in your shipping address.
Because orders are usually shipped quickly, we cannot guarantee that an address can be changed once the order has entered processing or has already been shipped.
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Can I cancel my order?
Please contact us as soon as possible if you need to cancel an order.
We will try to accommodate your request if the order has not yet been processed or shipped.
Once an order has already been shipped, cancellation may no longer be possible.
What should I do if my item arrives damaged or defective?
Please contact us within 7 days of delivery.
To help us review the issue quickly, please provide:
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Your order number
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A clear description of the problem
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Clear photos or videos of the item
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Photos of the shipping package or label when relevant
After reviewing the issue, we may offer an appropriate solution such as a replacement, partial refund, or full refund.
In many cases, you may not be required to return the item.
What if I receive the wrong item or something is missing?
Please contact us within 7 days of delivery and provide your order number together with clear photos of the items you received.
We will review the order and work with you to provide an appropriate solution.
Can I return an item because I changed my mind?
Because we ship internationally and many of our products are small lifestyle and personal-use items, we generally do not accept returns or refunds simply because a customer changes their mind after receiving an order.
Please carefully review the product photos, description, size, color, and other details before placing your order.
This does not affect any rights you may have under applicable consumer protection laws.
Can worn or used items be returned?
For hygiene and safety reasons, items that have been worn, used, washed, altered, or damaged after delivery are generally not eligible for return or refund unless the product was defective when received.
This includes worn or used socks and other personal-use items.
What if tracking says “Delivered” but I cannot find my package?
Please first check:
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Around your delivery location
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With household members
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With neighbors
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With the local delivery carrier
Sometimes packages are marked as delivered shortly before they are physically delivered.
If you still cannot locate your package, please contact us and we will help review the available tracking information.
How will I receive a refund?
If a partial or full refund is approved, it will normally be issued to the original payment method used for the order.
Please allow up to 10 business days for the refund to appear in your account after it has been processed.
Actual processing times may vary depending on your bank, card issuer, or payment provider.
What is the fastest way to contact you?
The fastest way to reach us is through WhatsApp.
For order-related questions, please include your order number so we can assist you more quickly.
You can also contact us by email:
We typically respond within 1–2 business days.