Term and Conditions of Promise Damage and Compensation |
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| Compensation Standard | |
Superbuy eMall Business | Confiscated Parcel | Parcel wholly contains Food: Returned by Customs | Compensation for items and delivery charges | Please contact customer service with the confiscated notes. |
Parcel wholly contains Food: All Confiscated | Compensation for items and delivery charges |
Parcel wholly contains Food: Partly Confiscated | Compensation for confiscated items and part of delivery charges |
Parcel partially contains Food: Food Confiscated | Compensation for confiscated food and part of delivery charges |
| | Photo verification needed, compensation for items and delivery charges | Provide help and support to ensure item can be used. |
Superbuy代购、转运及商城业务 Superbuy Shopping Agent/ Parcel Forward and eMall Business | Delayed Delivery | DHL Express: Process Time over 6 Working Days | Delayed Delivery: If the parcel is not delivered within the promised process time, compensation of 5% of the international delivery fee will be given. Compensation Process Time: Within 7 working days after applied (expect for special circumstances) | 1、If Superbuy is affected by customs inspection, weather, logistics peak seasons, local politic issues, or any other irresistible non-artificial factors, please refer to the updated announcement notice. 2、If users provide the incorrect address or contact details, decline to accept the parcel, don't cooperate for customs clearance, receiver can't be contacted during delivery, or any other personal issues, it is not within the compensation scope. 3、Process Time: "Days" means working days. Weekends and official holidays are not included. 4、Start Time: Orders submitted before 17:00 Beijing Time will be processed on the same day and orders submitted after 17:00 Beijing Time will be processed in the next day (Chinese New Year Holiday is excluded. For orders submitted during holidays, processing will start the following working day.) End Time: Subject to the first delivery time or the first contact time with the receiver. |
Preferential Line: Process Time over 15 Working Days |
USPS Air Mail(Small): Process Time over 15 Working Days |
POStnl Air Mail (Small): Process Time over 20 Working Days |
EMS HK Express: Process Time over 4 Working Days |
EMS: Process Time over 10 Working Days for the following Countries/Regions: Taiwan, Macau, Korea, Japan, Malaysia, Cambodia, Singapore, Thai, Indonesia, Philippines, Vietnam, Australia, New Zealand, USA, France, UK, Italy, South Africa, Ireland, Canada, Holland, Spain, Germany, Sweden, Belgium, Austria, Portugal, Switzerland, Norway, Finland, Luxembourg, Denmark, Malta, Greece For other countries/ regions, process time over 25 working days. |
| Items which are lost or damaged at the Superbuy warehouse (before delivery) | Once the verification is confirmed by CCTV, user can apply for a free exchange or refund. | Superbuy will bear responsibility for items that are damaged or lost in at the Superbuy warehouse. |
| Over 1 Month Process Time： IE-MG、SF(Express、Third Day Delivery)、Third Day Delivery、Toll、IE、City link、EMS、Express、Preferential Line、DHL Over 2 Month Process Time： China Post Registered Air Mail、EUB-SZ、USPS Air Mail(Small)、POStnl Air Mail (Small) | All relevant fees will be refunded if the User provides Superbuy with the relevant documents to proof prove that the parcel is lost, then all fees will be refunded. Please read for more details. N.B. Process time is counting counted from the sent out day the parcel was sent out. 1. If logistics confirm it is lost, the order will be handled as parcel-lost. 2. If logistics confirm it is delayed, the order will be handled as process time delayed. 3. If the order was handled as lost but found at the end and delivered to user, negotiation with users will be carried out. 4. The full amount of delivery fee will be refunded for parcel-lost situation, the items' price will be refunded basic based on the insurance terms and conditions. N.B. This is only applied to non users non-personal reasons that leading to parcel being damaged or lost. | |
Returned Parcel | Chinese Domestic Returned | Free to re-ship or free for this shipping |
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Overseas Returned | If returned reason was wrong destination or lost delivery information, a free shipping will be carried out or the shipping fee will be refunded. | Overseas Returned：the following situations are not within the compensation scope 1、Fail international security check (prohibited by customs for importing or exporting） 2、No one signed 3、Invalid delivery address 4、Not delivered (Users' personal issues) |
Extended Operational Time | Storage Process Time: within 12 hours | Once the parcel has arrived at the Superbuy warehouse and we have not yet handled it within the promised process time (Ordinary Parcel: non-prohibited parcels or non-marked parcels), compensation of 5 RMB/order will be provided. | Refer to the Superbuy Signed Time. |
Process Time for Shipping Preparation: within 24 hours | Shopping Agent and Parcel Forward services: If Superbuy didn't process the user's parcel after the user has submitted the order online within the promised process time, a compensation of 10RMB/order will be provided. | eMall business is not within the service scope. |
Delayed Refund | Process Time for refund the surplus shipping fee: automatically refund the surplus shipping fees within 72 hours | If refund is delayed, 10RMB shipping coupon will be given. | If refund is delayed, 10RMB shipping coupon will be given. （eMall business is not within the service scope） |
Process Time of Refund the surplus items charges: automatically refund the surplus items charges (if the item had discounts) within 72 hours once it has been stored in the warehouse. |
| Inspect Items Quantity and Quality | Inspection will be carried out for colour, quantity, size, etc. | |
| Free 180 days Storage Service | Storage length for order of Parcel Forward is 180 days, which is calculated from the day of 'Stored in Warehouse' status. Users will receive a notification email if Parcels have been stored for over 150 days. Parcels will be automatically disposed of when stored for over 180 days. | N.B. Items/ Food expiry date is not guaranteed. |
