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Top 10 questions about the novel coronavirus
Post time 2020-2-5 19:56:21 | Last replied 10 hour(s) ago | From China 楼主

Q1.Can I send the parcel to the warehouse now?Will someone sign for it?
A: Upon feedback from logistics providers, some of the parcels to be delivered will be stored temporarily in their distribution centers and will be processed by us in turn after our warehouse operation resumes. During this period, you can send parcels to our warehouse as usual, but the timeliness of signing and stock-in may be delayed. We apologize for any inconvenience and thanks for your understanding!

Q2.When can I use the 24-hour customer service again?
A: Hi, thanks for your question! The specific resuming time is subject to the requirements of the Chinese government on the prevention and control of the coronavirus outbreak. We will keep you informed via further notice once the 24-hour customer service resumes. We suggest that you pay close attention to our notice. Thank you for your understanding.

Q3.Will packages from China carry the new virus?
A: WHO has officially clarified that "packages from China will not carry the new virus and are safe to receive. Moreover, the new virus cannot survive long-distance international transportation. The following is the clarification posted by WHO on its official Twitter account. Please read it carefully.

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Q4.Will sellers ship products as usual due to the outbreak?
A: Hi, thanks for your question! The shipping process is subject to the development of prevention and control of the coronavirus outbreak as well as the resumption of business of the sellers and logistics providers. The timeliness of shipping will be delayed and is subject to the notice posted by the sellers and Superbuy. For details, please see The Updated Adjustment of Shipping and Transaction Process of Taobao during the Spring Festival in 2020. Thank you for your understanding.

Q5.Since the pneumonia caused by the novel coronavirus is listed as "Public Health Emergency of International Concern" by WHO, does it have an impact on international logistics?
A: The impact is minimal. The pneumonia being listed as "Public Health Emergency of International Concern" by the WHO is only a decision on public health, which is out of the consideration of the outbreak itself. WHO does not recommend restrictions on travel or trade. At present, we are not informed of any policy changes in trade and logistics in any country, and only some passenger flights have been cancelled, which is expected to have an impact on the transit time of a small number of parcels (those shipped through the auxiliary cabin of passenger aircraft). We will keep you informed of any update via further notice.

Q6.Does the outbreak has an impact on Superbuy's international logistics routes? When can I submit my parcel for shipping again and will it undergo strict inspection at the customs?
A: To better fight and contain the novel coronavirus pneumonia, our warehouse service will be suspended for a little longer, and the resuming time of parcel processing and parcel shipping is subject to further notice. We apologize for any inconvenience caused and thank you for your understanding!
And the customs has not denied entry of shipments. Up to now, governments and customs of all countries have not explicitly denied entry of parcels sent from China. We will also keep close communication with relevant logistics providers. We will keep you informed of new policies and changes via further notice.

Q7.Does Superbuy implement additional protection and disinfection measures for logistics operation and parcels during the outbreak?
A:
1.According to the WHO statement, parcels from China will not carry the new virus and are safe to receive. Moreover, the new virus can not survive long-distance international transportation. Please rest assured that you can sign for parcels from China as usual.
2.Our warehouse will be disinfected comprehensively and professionally before the operation resume. All parcels delivered will also be disinfected before the parcel stock-in, with further warehouse operation starting afterwards;
3.The working space of our warehouse will be sprayed with disinfectant 3-4 times each day, and all warehouse staff will wear masks and disposable medical gloves to avoid direct skin contact with users'parcels and products;

Q8.According to notice from Superbuy, the resuming time of warehouse service is subject to further notice. But the free storage period of users' parcels will just expire during this period. Will their products be destroyed by the warehouse?
A: No worries! The free storage period of lots of users' parcels may expire due to the outbreak. However, sticking to the principle of Superbuy's ingenious services, all unsent and non-overdue parcels that have been stocked in our warehouse before 21 Jan., 2020 will be granted with an extended storage period of one month.

Q9.My coupons will be invalid soon because of the outbreak. Can the period of validity be extended?
A: Hi, thanks for your question! For coupons that have been or will be invalid due to the outbreak, you can contact our online customer service when we get back to work (10 Feb.);

Q10.Didn't you get back to work on 3 Feb.? Why is the response to order enquiry and request of customer service is not as fast as usual?
A: Hi, thanks for your question! Due to the outbreak, the Chinese government stipulates that enterprises in Hubei Province should resume work no earlier than 13 Feb., and enterprises in Guangdong Province should resume work no earlier than 9 Feb. Therefore, lots of enterprises in China (except those in Hubei Province) will resume work on 10 Feb. In consideration of users' demand, Superbuy has provided services to our users starting from 3 Feb. through the mode of remote operation. Due to the issues related to equipment and internet connection, timeliness of our services will be delayed. We apologize for any inconvenience and thank you for your understanding.

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Post time 2020-2-6 06:07:54 沙发
perfect. Thank you very much for the information. I hope that everybody are very well.
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Post time 2020-2-7 02:57:40 板凳
Thank you for your information
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Post time 2020-2-7 09:43:07 From the mobile phone 地板

Top 10 questions about the novel coronavirus

onlinnegamers 发表于 2020-2-6 06:07 perfect. Thank you very much for the information. I hope that everybody are very well.
Thank you😊
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Post time 2020-2-9 02:15:12 5#
Thank you. Stay Safe.
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Post time 2020-2-10 16:15:55 6#
Hope everyone well!
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