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[Announcement] Service Hour Adjustments During the Chinese New Year Holiday
发表于 2019-1-10 11:21:21 | 最新回复 2019-1-10 11:36:12 | 来自于 China 楼主
Dear Superbuy Users,
Superbuy would like to wish you a Happy Chinese New Year and a happy holiday!
According to national rules and the company calendar, our holiday period will be as follow:
February 2nd -11th, 2019(BeijingTime)
To ensure that you can still enjoy quality services of Superbuy, we have adjusted service hours around the Holiday.
1. Adjustments to Superbuy Service Hours around the Chinese New Year Holiday
Warehouse operation, order processing,order enquiries, expert enquiries, parcel enquiries, exchange/refund, customer service hotline, online customer service, customer service email, QQ group,Wechat, BBS, and WeiBo customer help will be suspended during the Holiday and resume on Feb 12th, 2019 after the holiday ends. You can refer to the table below for details.
春节en.png
(*Beijing time)
Friendly Reminder:
As the Lunar New Year holidays approach, we would like to remind you:
1. Many domestic sellers will go on holiday during this period. If there is anything you want to order, please do it as soon as possible and select Speedy Purchase.
2. Please submit parcel shipments as soon as possible to make sure that you receive your parcel before the Holiday.
3. Orders submitted during the Holiday will be processed according to the order of submission from 8:00, Feb 12th.
2. Superbuy Holiday Service Speed
1. As sellers may be going on vacation during the Lunar New Year, please submit your orders in advance to avoid any delay in receiving your orders.
As Taobao and other domestic e-commerce platform sellers may be going on vacation during the holidays, the order and shipping timeline may be affected. Please refer to the "time of shipping" on the seller’s product description page for the actual shipping time . If there are products you need to receive on time, please submit your order in advance.We also suggest select the Speedy Purchase option so that we will prioritize your order when processing.
2. Service speed of purchasing orders:
The shopping agent orders (excluding Speedy Response orders) and parcel forwarding orders submitted during Chinese New Year will be processed within 12 days after the order is submitted. For example, if you submit a shopping agent/parcel forwarding order on Feb 1, 2019, 18:00, we will finish processing your order by Feb 14, 2019, 8:00; a shopping agent/parcel forwarding order submitted on Feb 3 will be processed before Feb15, 2019, 8:00; All shopping agent orders with Speedy Response will be completed by Feb 13, 2019, 8:00.
3. Service speed of after-sales support:
Due to New Year holidays, requests for after-sales services (order enquiries, expert enquiries, shipment reminder,product return/exchange, etc.) submitted between 18:00, Feb 1st and 8:00 Feb12th will be processed within 13 days after the order is submitted. For example, a refund/exchange request submitted on Feb 1st will be completed before 8:00, Feb 17th. The time required for product return/exchange may extend, as shipping companies need time to clear the holiday backlog. We appreciate your understanding.
4. Superbuy Warehouse Stock-in Time:
For parcels signed before Feb 1st, 2019,17:00, the products will be stocked in the warehouse before the holiday starts and everything will return to normal after the holiday ends on Feb 12th, 2019,8:00.
5. Service speed of order shipment:
Superbuy Shipment Time: Parcels that are submitted and paid by Feb 1st , 2019, 0:00 will be packed before the holiday starts and the parcels submitted after that will be processed after the holiday ends on Feb 12, 2019, 8:00 based on the submission time of the parcels. There will be a lot of parcels during the Chinese New Year holiday, so a delay might incur.
6. Service speed of Customer Service:
During Chinese New Year (Feb 1st , 2019,18:00 to Feb 12th , 2019, 9:00, Beijing Time), Online Customer Service, Parcel Enquiry, Parcel After-Sales Services, Email Enquiry, Customer Service Hotline,QQ, Customs Invoice, etc. will be processed within 72 hours after the holiday ends on Feb 12th , 2019, 8:00 (Beijing Time) according to the submission time of the requests.
(For example, if you submit a Parcel Enquiry at 18:00 Feb 1st , 2019, we will finish processing it by Feb 17th,2019, 8:00.)
7. Service speed of customs clearance:
If your parcel is confiscated by the customs, it will take 3 to 5 business days for customs clearance. If you need the customs clearance invoice, you can request it on the Parcels page, and we will provide you with the customs clearance invoice within 48 hours during the Holiday.
8. Logistics Arrangement
Logistics providers have not yet provided the logistics arrangement around the Chinese New Year Holiday. It is expected to be announced on Jan 18th, 2019.
We apologize for any inconvenience. Superbuy thank you for your support and understanding!
Superbuy would like to wish all Superbuy users a Happy Chinese New Year!
Superbuy Team
2019.01.04
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