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