Product problems

My product has a problem! What can I do?"

GoGoOrder.com undertakes the strictest Quality Control of any China supplier you could find. Our factories have their own quality control processes, but we don't only take their word for it! When products come into the GoGoOrder.com warehouse we have a team of over 15 qualified technicians who are dedicated to confirming the products are correct, in perfect condition, and working perfectly If, unfortunately, the product you bought from GoGoOrder.com seems to have a problem, please find below the details of how we can help you.

What to do...

Always contact us first. Provide your order number and the product code. We can help clarify what the problem is.

Before returning goods, please contact us first to discuss the issues you are having. 90% of the time we are able to sort out the problem by giving technical support, without you having to send anything back.

If there are irremediable defects with the devices, you can return them back to us for repair or replacement under our twelve months warranty

Please read below to find out more information about how we'll help you...

a. Not as described

If you received goods that are not-as-described

We'll solve your problem as follows:

• We'll confirm the details of the problem with you.
• If we made a mistake, we'll refund your original shipping fee, so you can use that money to send the incorrect item back to us in China.
• When we receive the returned item, we'll send out the correct item at no additional charge, or give you credit for that item if you want to add it into a future order.
• If you want a replacement immediately, you should create and pay for a new order for the correct item, and when we get the returned item from you we will credit or refund you for it.

Please note that if you yourself made a mistake and ordered the wrong product, or you ordered a product that cannot work in your country (e.g. you failed to read the description for a mobile phone GSM standard), we can't accept a return.

Broken or damaged during delivery

Rarely, rough handling by the courier can lead to physical damage to your goods, e.g. broken screen. If this has happened, please follow these steps:

• If possible, raise a complaint directly with the delivery representative of the courier company before you sign for the goods. They will advise you on the complaint procedure.
• If you already signed for the packet, take photos showing the damage and contact the local office of the courier/delivery company to complain. They will have a complain procedure which will enable you to get compensation.
• Next, Contact GoGoOrder.com with your order number and a full description / pictures of the broken item issue. We will contact the courier company from our end.
• Once the courier company confirms that the case is valid, they will compensate GoGoOrder.com, and we will pass on this compensation to you. The compensation varies from case to case and is different for each delivery company. In some cases you will need to pay to post the broken item back to GoGoOrder.com in order for us to send out a new piece. If this is the case, it can take a while, and you are advised to make a new order for the same item in the meantime if you need it fast.

For larger or higher value orders, you are strongly advised to purchase freight insurance.

b. Package not received

The package is held at the customs

• If the item is retained for reasons relating to us, GoGoOrder.com is responsible for the refund and will pay all the related costs.
• If the item is at customs because the buyer has not paid the related custom duties, or obtained the necessary import license, it is the buyer's responsibility to pay the customs duties and all related costs.

c. The package is returned

• If there is a mistake in the address provided by the buyer, the buyer is responsible for the shipping fees and related costs.
• If we misspelled the address, we are responsible for paying shipping fees and related costs.
• If the carrier fails to deliver the package, we will contact the carrier to resolve the problem.

d. Something is missing

• Contact us first, with your order number and the item code, and we will help clarify what part is missing.
• Please send us the relevant proven documents,if it's the case, we will help you by simply re-sending it.