Notice on Service Adjustment and Responding Time during Superbuy Employee Day& Mid-Autumn Festival

Hello Sir/Madam, I hope you’re having a wonderful day! It has been a fruitful year for our service team! With the annual "Superbuy Employee Day"  ("Employee Day") coming in September and for the coming of our Mid-Autumn Festival vacation, we will take some days off to celebrate, during which some of our services will be suspended. Here we would like to share some information with you about the specific service adjustment and process time are as follows: Notice on Service Adjustment and Process Time during Employee Day During the Employee Day vacation, services regarding Orders Processing, Transshipment Orders Verify, Customized logistics Orders Processing, Warehousing, Order Enquiry, After-sales, Expert Enquiry, Parcel Enquiry/ Customer Service Email, Customer Service Hotline, Online Customer Service, QQ Group, Customer Service Email and Complaint Email will be suspended, which will be resumed after the Employee Day vacation ends.

* All time stated above is Beijing Time

1. Responding Time for Warehouse Processing

All the orders will be suspended proceeding during the Employee Day vacation (09:00, 18th Sept. - 09:00, 19th Sept.) at Hong Kong Warehouse and Guangdong Warehouse. The packages that arrive at the warehouse on 18th Sept. will be signed for warehousing from 19th Sept.. All the deliveries submitted after 17:00, 17th Sept. will be packed from 19th Sept. also. Please note that all the response time will be effective in 1~2 days according to the time of request.

2. Responding Time for Order Processing

Orders submitted during Employee Day (18:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, that is the orders will be postponed processing for 24 hours. For example, if you submit the order at 09:00, Sept. 22nd, we will purchase it for you before 18:00, Sept. 23rd. The services will all be resumed on Sept. 24th.

3. Responding Time for After-sales Request

After-sales regarding Order Enquiry, Hastening Delivery, Return & Exchange, etc. during Employee Day (18:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, that is the orders will be postponed processing for 48 hours. For example, if you submit the enquiries at 09:00, Sept. 22nd, we will respond to you before 18:00, Sept. 24th. The services will all be resumed on Sept. 25th.

4. Responding Time for Expert Enquiry

Expert Enquiry submitted during Employee Day (18:00, Sept. 21st - 09:00, Sept. 23rd) will be postponed response for 24 hours. For example, if you submit the enquiries at 09:00, Sept. 22nd, we will respond to you before 18:00, Sept. 23rd. The services will all be resumed on Sept. 24th.

5. Responding Time for Customer Service Enquiry

All enquiries via Online Customer Service, Customer Service Hotline, QQ & WeChat Group requested during the Employee Day vacation (18:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd. You can leave the messages as usual during our vacation, which will be processed 3 days later according to the time of request.

* The working hours of our Customer Service: 09:00-18:00, Monday – Sunday

6. Responding Time for Email Reply

Emails received during Employee Day (17:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, that is the orders will be postponed processing for 24~72 hours. For example, if you send the emails to us at 10:00, Sept. 22nd, we will respond to you before 10:00, Sept. 25th. The services will all be resumed on Sept. 26th.

7. Responding Time for Parcel Service

Parcel Enquiry / Parcel After-sales enquiry during Employee Day (17:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, that is the orders will be postponed processing for 24~72 hours. For example, enquiries received at 10:00, Sept. 22nd, we will respond to you before 10:00, Sept. 25th. The services will all be resumed on Sept. 26th.

8. Responding Time for Customs Clearance Certificate

It normally takes 3-5 working days for parcel clearance if intercepted by the customs, then for needed clearance documents, please kindly apply on the Parcel Page.

Customs Clearance certificate produced during Employee Day (17:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, and we will make our effort to complete it within 24 hours. The services will all be resumed on Sept. 24th.

9. Responding Time for Customized Logistics

Services regarding Enquiry, Quotation, etc. that requested during Employee Day (18:00, Sept. 17th - 24:00, Sept. 18th) will be processed after 09:00, Sept. 22nd, that is the orders will be postponed processing for 48 hours. For example, if you apply for the services on Sept. 22nd, we will respond to you before 18:00, Sept. 24th. The services will all be resumed on Sept. 30th. (Note: for orders that we have already followed up before the vacation or which are urgently, we can take care of it ahead of time.)

10. Responding Time for Transshipment Orders

For transshipment orders placed during Employee Day (18:00, Sept. 17th - 09:00, Sept. 19th) will be processed after 09:00, Sept. 19th, and finish before 18:00, Sept. 19th.

It is with our greatest regret if any inconvenience is caused to you. Thank you for your long-term support and understanding.

We wish all users good luck and great happiness!

Superbuy Team

Sept. 14th, 2021

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