Service Hours Adjustment During the Chinese New Year Holiday
Dear Superbuy Users,
Superbuy would like to wish you a Happy Chinese New Year and a happy holiday!
According tothe rules and the actual situation of our website, our holiday period will be as follow:
February 13-22, 2018（BeijingTime）
To ensure that you can still enjoy Superbuy’s quality services, we have made a series of adjustments to the service hours and the logistics lines in China before and after the holiday.
Adjustment to Superbuy Service Hours Before and After the Chinese New Year Holiday
The shopping agent, parcel forwarding, logistics, customer services and any services that are managed by our staff (such as order purchasing, order verification, order enquiries,expert enquiries, order processing, parcel enquiries, warehouse operation, customer service hotline, online customer service, customer service email, QQ group,community, and WeiBo help) will be temporarily suspended. All services mentioned above will resume on 2.23.2018 after the holiday ends. The detailed service hours adjustment schedule:
(*Beijing time)Friendly Reminder: The order and shipment services for Superbuy Selected will betemporarily unavailable from Feb 7th 2018 to Feb 26th2018, with shipping services resuming on Feb 27th, 2018. For therest of the services (online customer service, domestic parcel delivery andstock-in, parcel processing, and parcel shipment), please see the above chart.
As the Lunar New Year holidays are around the corner, we would like toremind you in advance:
1. Many domestic sellers will be going on holiday during this period. Ifthere is anything you want to order, please do it as soon as possible andselect Speedy Purchase in order to ensure you are able to receive what youwant.
2. Please submit parcel shipments as soon as possible to make sure thatyou receive your parcel before the holidays arrive.
3. Orders submitted during the Lunar New Year holidays will be processedaccording to order of submission starting from 8:00, Feb 23rd.
4. After-sales service requests submitted between 18:00, Feb 12thand 8:00, Feb 23rd will be processed according to order ofsubmission starting from 8:00, Feb 23rd.
5.Because of the international logistic company accept order's schedule limitation, the parcel accepting time stops at 12/2 10: 00 AM(Beijing time). The package submitting deadline of SAL/EMS/EUB/HK Standard Express will be on 11/2 10:00 AM(Beijing time). All the parcel orders that submit successfully after this time, we will deal with it when we get back to work from the Spring Festival break in sequence of the submit time.
Logistics Arrangement of the Spring Festival in 2018
As certain shipping companies and sellers on Taobao/Tmall/otherthird-party platforms may be going on vacation in advance, certain products cannot be shipped or returned/exchanged according to the normal schedule. All shopping agent orders and return/exchange requests will be processed as normal after theLunar New Year holidays are over. Please be patient and try to submit orders ata reasonable timing. For orders that are already in stock, please submit shipment orders as soon as possible to avoid delay in shipping during the holidays.
Please use the following holiday schedule as a reference:
The logistics service providers have informed us that all the shipments will be delayed for 10 to 17 days based on the different logistics lines due to the Chinese NewYear Holiday (February 15 - 23). We apologize for any inconvenience and thank you for supporting Superbuy!
Please use the following holiday schedule as a reference:
You can still visit the website and submit orders during the holiday. We will process your orders after the holiday ends.
Also, the parcel forwarding service will resume after the logistics services resume their work, and your parcels will be shipped according to the order they were submitted in.
Details on Effective Periods of Superbuy ServicesDuring the Holidays
1. As sellers may be going on vacation during the Lunar New Year, pleasesubmit your orders in advance to avoid any delay in receiving your orders.
As Taobao and other domestic e-commerce platform sellers may be going on vacation during the holidays, the order and shipment timeline will naturally be affected. If there are products you absolutely need to receive on time, please submit your order in advance. We also suggest selecting the Speedy Purchase option so that we will prioritize your order when processing.
2. Effective period for orders:
For orders submitted during the Lunar New Year period (18:00, Feb 12th– 8:00 Feb 23nd), we will process according to order of submission afterwe start working at 8:00, Feb 23rd. The procession period of allorders will be delayed by 48 hours. For example, an order submitted on Feb 14thwill be processed before 8:00, Feb 25th.
3. Effective period for after-sales services:
Due to Lunar New Year holidays, all requests for after-sales services(for example order enquiries, expert consultations, shipment reminders, productreturn/exchange, etc.) submitted between 18:00, Feb 12th and Feb 23rdwill be processed after we start working at 8:00, Feb 23rd. The procession period of all requests will be delayed by 72 hours. For example, a request submitted on Feb 14th will be processed before 8:00, Feb 26th.The required time for product return/exchange services may also be extended, asshipping companies may very possibly have a huge number of not-yet-shipped packages accumulated during the holidays, and this will naturally affect shipment speed. We appreciate your understanding.
4. Effective period for order shipments:
As sellers and express shipping companies may be going on vacationduring the holidays, please see the "time of shipping" listed in the seller’s description on the item details page for details in order shipmentt ime. For orders submitted between Feb 10th and Feb 12th,the procession period will be delayed by 48 hours according to reception order.For example, an order received on Feb 14th will be processed before8:00, Feb 25th.
5. Effective period for parcel issues:
Parcels sent internationally will still be sent as normal during the LunarNew Year holidays, so please do not worry. If your product takes an exceedingly long time to ship or encounters any issues, youmay submit a request for package enquiries/package after-sale services. We willprocess your requests according to request order after we start working at 8:00, Feb 23rd. The procession period of all orders will be delayedby 48 hours. For example, an order submitted on Feb 14th will beprocessed before 8:00, Feb 25th.
6. Effective period of customs clearance:
If your parcel has been detained by customs, you will usually be able toreclaim it within 3-5 business days. If certification documents are required,please request for a Customs Clearance Certification through the 'My Parcel' as normal.Our team on shift during the Lunar New Year period will produce the certification for you within 48 hours. We appreciate your understanding for any inconvenience this might cause.
We apologize for any inconvenience. Superbuy thank you for your support and understanding!
Superbuy would like to wish all Superbuy users a Happy Chinese New Year!
Superbuy Team
2018.1.22
