尊敬的Superbuy用户：
2021年喜迎金牛，Superbuy团队祝大家新春快乐，并在此向您致以最真挚的新年祝福和问候！
根据国家法律规定，结合我公司实际情况，Superbuy员工放假时间为：
2021年2月8日— 2021年2月17日（注：本公告所指时间均为北京时间）
为保证您享受Superbuy极致服务，以下为我司春节假期前后的服务调整安排，请据此提前安排您的代购及转运计划：
活动不打烊，新春预售立享运费5折起：
同时请您了解，Superbuy首创春节福利，中国春节假期期间福利不间断！
1） 如果您的优惠券有效期处于2月8日0:00~2月19日23:59过期，Superbuy将在2月1日23:59前自动为您延长20天的优惠券有效期，您无需额外操作，即可获此福利！（注：年货节发放的优惠券先延长有效期再发放到您的账户，所以不计入此次优惠券延期范围；在2月1日23:59前已使用的优惠券不计入此次优惠券延期范围）
2） 如果您的商品在北京时间1月18日~1月31日23:59期间入库，Superbuy将在2月1日23:59前自动为您延期15天的免费仓储期，即原有90天免费仓储期，延长为105天，您无需额外操作，即可获此福利！（注：在2月1日23:59前已提包寄送的商品不计入此次商品免仓期延期范围）
一、Superbuy春节假期前后服务调整安排
春节假期间我们将暂停订单咨询、专家咨询，订单处理，仓库操作，包裹咨询、包裹售后、退换货、催发货等服务，同时将暂时关闭客服电话、在线客服、客服邮箱、投诉邮箱、QQ群、社区、微信、微博咨询等实时服务渠道，并于假期后（2021年2月18日）恢复服务。
受国内春节假期的影响，Superbuy温馨提醒您提前了解：
1、国内部分商家将在春节前陆续休假，建议您提前下单购买，并选择极速响应服务，以便尽早安排抢购；
2、为了保证您在春节假期前收到包裹，建议您尽快提交入库包裹寄送；
3、春节期间提交的订单或售后，我司将在2月18日9:00开始，按照提交的时间依次为您处理；
二、Superbuy春节假期服务时效说明
1、春节期间受卖家休假影响，请您提前下单，以免延误；
春节期间，淘宝和国内其他电商平台卖家陆续休假，将会严重影响订购和发货时效，订单发货时间请以商品详情页面中商家描述的“发货时间”为准。如您有特别急需购买的商品，请提前下单并建议选择极速响应服务，我们将会优先为您处理。
2、订购时效说明；
受春节假期影响，2月7日18:00 - 2月17日18:00期间提交的代购（极速响应除外）和转运订单，我们将在春节后2021年2月18日9:00开始，根据订单支付时间依次处理，在2月21日前处理完成（极速响应代购订单均在2月19日9:00前完成订购）。
3、售后时效说明；
受春节假期影响，北京时间2月7日18:00 - 2月23日9:00提交的订单咨询、专家咨询、催发货、退换货等售后任务将在2月18日9:00上班后开始，根据售后提交时间依次处理，在2月23日前处理完成。受春节期间全国物流将会积压导致物流延误影响，订单退换货周期可能会延长，请您谅解。
4、商品入库时效说明：
Superbuy商品入库时间：商品快递签收时间截至2月7日17:00，节后2月18日9:00恢复签收。2月7日17:00前签收的商品会在假期前完成入库。
5、包裹出库时效说明：
Superbuy包裹出库时间：2月7日0:00前提交支付的包裹将在节前完成打包；2月7日0:00 – 2月18日9:00提交的包裹将在2月18日9:00仓库上班后，根据包裹提交时间先后顺序依次处理，但由于春节期间积累包裹较多，处理时效可能存在延误。
6、关于客服相关时效说明：
受春节假期影响，2月7日18:00 - 2月18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2月18日8:00上班后开始处理，因客服值班人员有限，只能承接十分紧急任务，造成不便烦请谅解，具体时效详见下表：
7、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，春节期间我们将于48小时内提供，由此给您带来的不便请您谅解。
8、转运订单审核时效
受春节假期影响，2月7日18:00 - 2月18日8:00提交的转运订单将从2021年2月18日8:00开始根据提交时间依次审核。
9、余额提现时效
受春节假日影响，2月7日18:00 - 2月18日9:00提交的提现、线下汇款充值、订单财务审核申请，我们将在春节后2021年2月18日9:00开始，根据提交顺序依次处理。但由于春节期间积累的申请较多，处理时效可能存在延误，请您知悉理解。
10、定制物流部时效说明：
“春节”期间（ 2月7日18:00~2月18日9:00）提交的订单咨询、报价方案等咨询任务将会在2月18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2月7日提交的咨询定制服务，我们会于2月19日18:00前处理。2月22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）。
三、Superbuy各物流路线发货时间调整安排
*因疫情原因，部分物流线路服务时间可能会有修改，具体以物流商实际运营为准。
如仓库休假但物流商未休假，寄送以仓库的春节安排时间为准
以上给您带来的不便，敬请谅解，在此感谢您对Superbuy一如既往的支持和理解。祝所有Superbuy用户新春快乐，牛年大吉！
Service Adjustment & Process Time-frame during the Spring Festival
Dear Superbuy users,
Withthe Year of Ox around the corner, Superbuy Team wishes all our users greathappiness and good luck in the new year!
As per government policies and our work arrangements, the holiday forSuperbuy staff will be:
Feb. 8 - 17, 2021 (Note: All time stated hereby is Beijing Time)
To ensure you can enjoy the Ingenious Service, please check the ServiceAdjustment of Superbuy Before / After the Spring Festival Holiday below, andmake your purchasing and shipping plans in advance accordingly!
Superbuy-exclusive Benefit & Non-stop DuringSpring Festival!
1) If your coupon expires during 0:00, Feb.8 to 23:59, Feb. 19, Superbuy will automatically extend their validity for another20days before 23:59, Feb. 1. No Manual Action Required! (Note: Forcouponsissued during the Spring Festival Shopping Gala, we will extend theirvaliditybefore sending them to your account, so they are not eligible for thisvalidityextension; coupons used before 23:59, Feb. 1 will also not be eligiblefor thisvalidity extension).
2) If your product has been stored in thewarehouseduring Jan. 18 to 0:00, Jan. 31, Superbuy will automatically extendits free storageperiod for another 15 days before 23:59, Feb. 1, i.e.theoriginal free storage period of 90 days will be extended to 105 days. NoManualAction Required! (Note: Product submitted for parcel shipment before23:59, Feb,1 is not eligible for this extension)
Service Adjustment of SuperbuyBefore / After the Spring Festival Holiday
During the holiday, the following services will be suspended: OrderEnquiry, Expert Enquiry, Order Processing, Warehousing, After-sales for Parcel,Parcel Enquiry, Return & Exchange and Remind Shipping, Customer ServiceHotline, Online Customer Service, QQ Group, Customer Service Email, ComplaintEmail, BBS, WeChat Enquiry and Weibo Enquiry. We will resume these servicesstarting from Feb. 18, 2021.
Dueto the Spring Festival Holiday, Superbuy kindly reminds that:
1. Given that many Chinese sellers will take days off prior to the SpringFestival, we suggest that you place orders in advance and select SpeedyResponse to make purchase ASAP;
2. To guarantee that you can receive parcels before the Spring Festival, wesuggest that you submit the parcels stored in our warehouse for shipment ASAP;
3. Orders or after-sales requests submitted during the Spring Festival willbe processed starting from 9:00, Feb. 18according to the time of submission;
1. Order in advance to avoid delays
Due to the Spring Festival, Chinese sellers on Taobao and other e-commerceplatforms will take days off to enjoy the holiday, which will seriously affectthe ordering process and shipping time. The "Shipping Time" specifiedby the seller in the product details page shall prevail. If you want to buysome products urgently, please place an order in advance and select SpeedyResponse, so that we will give priority to you order.
2. Time-frame for OrderProcessing
Shopping agent orders (except those with Speedy Response) and forwardingorders submitted during 18:00, Feb. 7 to 18:00, Feb. 17 will be processedstarting from 9:00, Feb. 18 according to the payment time of orders, andcompleted before Feb. 21 (all shopping agent orders with Speedy Response willbe completed before 9:00, Feb. 19).
3. Process Time-frame for After-sales Request
After-sales regarding Order Enquiry, Expert Enquiry,Remind Shipping, Return & Exchange, etc. requested during 18:00, Feb. 7 to09:00, Feb. 23 will be processed after 09:00, Feb. 18 according to the time ofrequest submission, and completed before Feb. 23. Given logistics delays duringthe holiday due to cargo backlogs, the time needed for Return & Exchangemay be extended. Thanks for your understanding.
4. Process Time-frame for Parcel Stock-in
Cut-off time ofparcel reception: 17:00, Feb. 7. We will sign parcels starting from 9:00, Feb.18. Parcels signed before 17:00, Feb. 7 will be stored into the warehousebefore the holiday.
5. Process Time-frame for ParcelStock-out
Parcels paid before0:00, Feb. 7 will be packed before the holiday; parcels submitted during 0:00,Feb. 7 to 9:00, Feb. 18 will be processed starting from 9:00, Feb. 18 accordingto the time of submission. However, due to huge backlogs of parcel during theholiday, the process time-frame may be extended.
6. Process Time-frame for Customer Service
Requests submitted during 18:00, Feb. 7 to 8:00, Feb. 18 regarding OnlineCustomer Service, Online Messages, E-mail, Parcel Enquiry and After-sales forParcels will be processed starting from 8:00, Feb. 18. Due to the limitednumber of customer service staff on duty, only urgent requests will beprocessed. We apologize for the inconvenience. See the following table fordetails:
7. Process Time-frame for Proofof Customs Clearance
It normally takes 3-5 working days for parcels to complete customsclearance at the customs. If you need Proof of Customs Clearance, please applyon the Parcel page. For applications submitted during the Spring Festival, wewill provide the proof within 48 hours. We apologize for the inconvenience.
8.Process Time-frame for Forwarding Order Review
Forwarding orderssubmitted during 18:00, Feb. 7 to 8:00, Feb. 18 will be reviewed starting from8:00, Feb. 18 according to the time of submission.
9.Process Time-frame for Withdrawal
Applications for withdrawal, top-upvia remittance and order review submitted during 18:00, Feb. 7 to 9:00, Feb. 18will be processed starting from 9:00, Feb. 18 according to the time ofapplication submission. However, due to huge backlogs of applications duringthe holiday, the process time-frame may be extended. We apologize for theinconvenience.
10. Process Time-frame of Custom LogisticsDepartment
Services regarding Order Enquiry, Quotation, etc.requested during the Spring Festival (18:00, Feb. 7 - 9:00, Feb. 18) will beprocessed after 9:00, Feb. 18, and the process time-frame will be extended by48 hours according to the time of request. For example, if you enquiry aboutCustom Shipping Plan on Feb. 7, we will process it before 18:00, Feb. 19. Theprevious time-frame will be resumed starting from Feb. 22. (Note: For requestsstill processed during the Spring Festival or urgent requests, we will handlethem ahead of schedule)
Service Hours of LogisticsLines on Superbuy
*Due tothe epidemic, the service hours of some logistics lines may be modified,subject to operation of logistics providers.
If warehouse is off but the logistic providers work, the actually shipping time is subject to warehouse.
We apologize for any inconvenience. Thank you for your continued support andunderstanding. Wish all Superbuy users a Happy Ox Year with good luck!
