Frequently Asked Questions

Gooval is a dedicated shipping secure service that helps shoppers resolve delivery issues quickly and without the hassle. When an order is lost in transit, damaged on arrival, delayed, or taken from your doorstep, Gooval's dedicated service team handles the situation end to end on your behalf — no paperwork, no chasing carriers, no complex processes.

• Buy the service at checkoutWhen placing an order on a Gooval partner store, simply select the Gooval Shipping Secure Service package for your order.
• Ask for ServiceIf a delivery problem happens, submit a request with relevant proofs of your delivery issue.
• We take it from hereThe dedicated Gooval service team reviews your order and handles everything for you.
• Get it resolvedYou are kept informed throughout and receive a clear outcome as quickly as possible.

The service is for online shoppers who purchased a Gooval Shipping Secure Service package with their order and later experience a delivery problem. It is designed for consumers — not merchants — so the process is simple and human.

No. One of the biggest advantages of Gooval is that you never have to deal with merchants, argue with couriers, or chase tracking updates yourself (for supported couriers only). The dedicated Gooval service team manages the entire process on your behalf and keeps you informed.

Gooval works to resolve every request as quickly as possible. With the application of AI technology, cases with clear logistics information can be diagnosed and resolved within seconds, delivering an instant outcome. For more complex cases, you are kept informed at every step and will always know where things stand, with a clear outcome at the end.

Gooval stands apart from other shipping protection providers in a few key ways:

• Built for the shopper, not the merchant.Many providers position shipping protection as a merchant tool for reducing after-sales workload. Gooval's Shipping Secure Service is designed around the consumer's experience — the process to ask for service is simple, human, and free of paperwork.
• One dedicated team.Instead of routing you through carrier disputes, forms, and generic support queues, a single Gooval service team handles your request from start to finish.
• Clear, fast answers.You always know where things stand, and you receive a clear outcome at the end — no guesswork.
• Backed by leading international insurers.Gooval partners with top insurers to back its service commitment, giving shoppers real confidence that their request will be fulfilled.

While merchants may offer refunds or replacements, those policies are usually handled by the merchant's own support and can be inconsistent. With Gooval, a dedicated service team manages the resolution process for you, backed by international insurers, so you get consistent, reliable help regardless of the merchant's internal processes.

If your package is not marked as "delivered" by the courier within the expected period (30 days for domestic packages, 60 days for international packages), or it is marked as "delivered" but you never received it, it is considered lost. You submit the relevant supporting documents and Gooval helps arrange a replacement or refund up to the original purchase value, subject to review.

If your package is damaged during transit, report it as soon as possible with supporting evidence. A replacement or refund may be provided, not exceeding the original purchase value of the items.

If the delivery address does not match the address in your order information, Gooval may help coordinate address correction support, subject to review. Report the issue immediately when you discover it.

If the item is not received within the agreed time, you may be eligible for a delay benefit of up to USD 5 (or equivalent) per order. Report the issue via the Gooval Resolution Center as soon as you discover it.

All issues must be reported within 90 days of the order date. For specific situations:

1. Loss:
   • If the package is not marked as delivered, report within 90 days of the order date.
   • If marked as delivered but not received, report within 7 days of the tracking update.
2. Damage:

   Report within 7 days from the time the courier's information is updated to "delivered."

3. Mis-delivery:

   Report immediately when you find the package was delivered to the wrong address.

4. Delay:

   Report upon discovery and within 90 days from the date of delivery.

Relevant proofs depend on the issue — for example, tracking records, delivery photos, or photos of a damaged package. Submit whatever supporting documents you have when you ask for service, and the team will guide you if anything else is needed.

Yes. Gooval partners with leading international insurers who back the service commitment, ensuring that every request is fulfilled reliably. This backing is one of the reasons shoppers trust the Shipping Secure Service.

Yes. We take data security extremely seriously and make every effort to protect your data. Gooval partners with top financial institutions, and our data security practices meet the same high standards required of financial institutions. Only the information needed to resolve your delivery issue is used, and you are kept informed at every step.