尊敬的用户，
您好！
经过一年的辛勤劳动，我们的服务团队将于1月22日12:00-18:00迎来一年一度的“Superbuy新春年会”休假（以下简称“年会”），届时将暂停部分服务，具体服务调整安排及时效说明如下：
一、1月Superbuy年会调整安排及时效说明
“年会”我们将暂停订单处理，仓库操作，订单咨询、售后处理、专家咨询、包裹咨询、客服电话、在线客服、QQ群、客服邮箱、投诉邮箱等实时服务渠道，并于“年会”后及时恢复服务。
*以上时间为北京时间
1、订购时效说明：
1月22日12:00-1月23日9:00提交的订单将会在1月23日09:00上班后开始处理，处理时效根据订单提交时间依次顺延24小时。例如1月22日13:00提交的订单，顺延24小时，在1月23日13:00点前处理完毕，1月24日服务时效恢复正常。
2、售后时效说明：
1月22日12:00-1月23日9:00提交的订单咨询、催发货、退换货等售后处理服务将会在1月23日09:00上班后开始处理，处理时效根据售后提交时间依次顺延48小时。例如1月22日提交的售后服务，我们会于1月24日18:00前处理。1月25日服务时效恢复正常。
3、商品入库时效说明：
1月22日12:00-1月23日9:00送达仓库的包裹将在1月23日9：00开始根据包裹签收时间先后按顺序依次处理，处理时效可能存在延误1-2天。
4、包裹出库时效说明：
1月21日17：00-1月23日9:00之间提交的包裹，将有部分会延迟到1月23日9:00处理出库发货，1月23日9:00根据包裹提交时间先后顺序依次处理，处理时效可能存在延误1-2天。
5、关于客服相关时效说明：
1月22日12:00 -1月23日8:00提交的在线客服、在线留言、邮件、包裹咨询、包裹售后等任务将顺延至1月23日8:00上班后开始处理。
6、关于清关证明时效说明：
如果您的包裹被海关扣关，正常会需3-5个工作日清关，如涉及清关证明文件，你可以通过包裹页面申请清关证明。年会期间提交的申请，我们将于48小时内提供清关证明。如果您在1月22日12:00 -1月23日9:00提交了清关证明申请，我们将从2021年1月23日开始根据提交时间依次提供。
7、转运订单审核时效
1月22日12:00 -1月23日9:00提交的转运订单将从2021年1月23日 9:00开始根据提交时间依次审核。
8、余额提现时效
1月22日12:00 -1月23日9:00提交的余额提现申请将从2020年1月23日开始根据提交时间依次审核。
9、定制物流部时效说明：
1月22日12:00-1月25日9:00提交的订单咨询、报价方案等咨询任务将会在1月25日9:00上班后开始处理，处理时效根据提交时间依次顺延48小时。例如1月22日提交的咨询定制服务，我们会于1月25日18:00前处理。1月25日服务时效恢复正常。（注：此期间跟进中业务及紧急需求可提前处理）。
以上给您带来的不便，请您谅解，在此感谢您对Superbuy一如既往的支持和理解。
Superbuy祝全体用户生活愉快！
Superbuy团队
2021.1.15
Service Adjustment and Process Time-frame during Superbuy New Year Party
Dear users,
Greetings!
After a year of hard work and new milestones, our Service Team will join the annual "Superbuy New Year Party" from 12:00 to 18:00, Jan. 22 ("New Year Party"), and some of our services will be suspended then. Details of the service adjustment and process time-frame are as follows:
During the New Year Party, services including Order Processing, Warehousing, Order Enquiry, After-sales, Expert Enquiry, Parcel Enquiry, Customer Service Hotline, Online Customer Service, QQ Group, Customer Service Email and Complaint Email will be suspended, which will be resumed gradually after the party ends.
* All time above is Beijing Time
1.Time-frame for Order Processing
Orders submitted during 12:00, Jan. 22 to 09:00, Jan. 23 will be processed after 09:00,Jan. 23, and the process time-frame will be extended by 24 hours according to the time of order submission. For example, if you submit the order at 13:00, Jan. 22, we will purchase for you before 13:00, Jan. 23. The previous process time-frame will be resumed starting from Jan. 24.
2. Process Time-frame for After-sales Request
After-sales regarding Order Enquiry, Remind Shipping, Return & Exchange, etc. requested during 12:00, Jan. 22 to 09:00, Jan. 23 will be processed after 09:00, Jan. 23, and the process time-frame will be extended by 48 hours according to the time of request submission. For example, for the after-sales request submitted after Jan. 22, we will process it before 18:00, Jan. 24. The previous process time-frame will be resumed starting from Jan. 25.
3. Process Time-frame for Parcel Stock-in:
Parcels arriving at the warehouse during 12:00, Jan. 22 to 9:00, Jan. 23 will be stocked into the warehouse starting from 9:00, Jan. 23 according to the time of parcel reception, and the process time-frame may be extended for 1-2 days.
4. Process Time-frame for Parcel Stock-out:
Some of the parcels submitted during 17:00, Jan. 21 to 9:00, Jan. 23 will be shipped out starting from 9:00, Jan. 23 according to the time of parcel submission, and the process time-frame may be extended for 1-2 days.
5. Process Time-frame for Customer Service:
Service requests submitted during 12:00, Jan. 22 to 8:00, Jan. 23 regarding Online Customer Service, Online Message, E-mail, Parcel Enquiry and Parcel After-sales will be processed after 8:00, Jan. 23.
6. Process Time-frame for Proof of Customs Clearance
It normally takes 3-5 working days for parcels to complete customs clearance at the customs. If you need Proof of Customs Clearance, please apply on the Parcel page. For applications submitted during the New Year Party, we will provide the proof within 48 hours. If you apply during 12:00, Jan. 22 to 9:00, Jan. 23, we will provide the proof starting from Jan. 23 according to the time of application submission.
7. Time-frame for Forwarding Order Review
Forwarding orders submitted during 12:00, Jan. 22 to 9:00, Jan. 23 will be reviewed starting from 9:00, Jan. 23 according to the time of order submission.
8. Process Time-frame for Withdrawal
Withdrawal applications submitted during 12:00, Jan. 22 to 9:00, Jan. 23 will be reviewed starting from Jan. 23 according to the time of application submission.
9.Process Time-frame of Custom Logistics Department
Services regarding Order Enquiry, Quotation, etc. requested during 12:00, Jan. 22 to 09:00, Jan. 25 will be processed after 9:00, Jan. 25, and the process time-frame will be extended by 48 hours according to the time of request. For example, if you enquiry about Custom Shipping Plan on Jan. 22, we will process it before 18:00, Jan. 25. The previous time-frame will be resumed starting from Jan. 25. (Note: for requests that we have already accepted before the New Year Party or urgent requests, we will handle it ahead of schedule)
We apologize for any inconvenience. Thanks for your long-time support and understanding.
Wish all users good luck and great happiness!
Superbuy Team
Jan. 15, 2021
