尊敬的用户，
您好！
经过一年的辛勤劳动，我们的服务团队将于9月迎来一年一度的“Superbuy员工日”休假（以下简称“员工日”），届时将暂停部分服务，具体服务调整安排及时效说明如下：
一、9月Superbuy员工日服务调整安排及时效说明
“员工日”我们将暂停订单处理，仓库操作，订单咨询、售后处理、专家咨询、包裹咨询、客服电话、在线客服、QQ群、客服邮箱、投诉邮箱等服务渠道，并于“员工日”后及时恢复服务。
*以上时间为北京时间
1、订购时效说明：
“员工日”期间（9月18日18:00~9月20日09:00）提交的订单将会在9月20日09:00上班后开始处理，处理时效根据订单提交时间依次顺延24小时。例如9月19日09:00提交的订单，我们会于9月20日18:00前订购完成。9月21日服务时效恢复正常。
2、售后时效说明：
“员工日”期间（ 9月18日18:00~9月20日09:00）提交的订单咨询、催发货、退换货等售后处理服务将会在9月20日09:00上班后开始处理，处理时效根据售后提交时间依次顺延48小时。例如9月19日提交的售后服务，我们会于9月21日18:00前处理。9月22日服务时效恢复正常。
3、专家咨询时效说明：
“员工日”期间（ 9月18日18:00~9月20日09:00）提交的专家咨询回复时效不受影响，将在周一（9月21日）响应。
4、仓库操作时效说明：
“员工日”期间（9月18日17:00~9月20日08:00），订单签收入库、包裹受理（包裹增值服务）、包裹发货服务均会在9月20日8:00上班后开始处理，根据提交顺序依次处理，时效顺延1~3天。
5、即时咨询渠道时效说明：
“员工日”期间（ 9月19日20:00~9月20日08:00），在线客服、客服电话、QQ群回复均会在9月20日08:00上班后开始处理，在此期间您有任何问题都可以给我们留言，根据咨询的顺序依次处理，时效顺延3天。
注：客服正常工作时间为周一至周日，08:00~20:00
6、邮件时效说明：
“员工日”期间（ 9月18日20:00~9月20日08:00）邮件回复会根据邮件提交时间依次顺延72小时。例如9月19日10:00的邮件，我们会于9月22日10:00前完成回复。9月24日服务时效恢复正常。
7、关于包裹问题时效说明：
“员工日”期间（ 9月18日20:00~9月20日08:00）包裹咨询/包裹售后处理会根据提交时间依次顺延72小时。例如9月19日10:00申请的包裹咨询与包裹售后，我们会于9月22日10:00前完成回复。9月24日服务时效恢复正常。
8、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，如果涉及到清关证明文件，请您通过包裹页面申请清关证明。
“员工日”期间（ 9月18日18:00~9月20日08:00）清关证明制作会在9月20日09:00上班后处理，尽快于24小时内完成。9月21日服务时效恢复正常。
9、定制物流部时效说明：
“员工日”期间（ 9月24日18:00~9月25日24:00）提交的订单咨询、报价方案等咨询任务将会在9月28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9月25日提交的咨询定制服务，我们会于9月29日18:00前处理。9月30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）。
以上给您带来的不便，请您谅解，在此感谢您对Superbuy一如既往的支持和理解。
Superbuy祝全体用户生活愉快！
Superbuy团队
2020.9.11
Notice on Service Adjustment and Process Timeduring September & October
Dear users,
Greetings!
It has been a fruitful year for our serviceteam! With the annual "Superbuy Employee Day" ("Employee Day") coming inSeptember, we will take some days off to celebrate, during which some of ourservices will be suspended. The specific service adjustment and process timeare as follows:
Notice onService Adjustment and Process Time during Employee Day
During the Employee Day vacation, ourservices regarding Order Processing, Warehousing, Order Enquiry, After-sales,Expert Enquiry, Parcel Enquiry, Customer Service Hotline, Online CustomerService, QQ Group, Customer Service Email and Complaint Email will besuspended, which will be resumed after the Employee Day vacation ends.
* All time stated above is Beijing Time
1.Time-frame of Order Processing
Orders submitted during the Employee Dayvacation (18:00, Sept. 18 - 09:00, Sept. 20) will be processed after 09:00,Sept. 20, and the process time-frame will be extended by 24 hours according tothe time of order submission. For example, if you submit the order at 09:00,Sept. 19, we will purchase for you before 18:00, Sept 20. The previous processtime-frame will be resumed starting Sept. 21.
2.Process Time-frame of After-sales Request
After-sales regarding Order Enquiry, RemindShipping, Return & Exchange, etc. Requested during the Employee Dayvacation (18:00, Sept. 18 - 09:00, Sept. 20) will be processed after 09:00,Sept. 20, and the process time-frame will be extended by 48 hours according tothe time of request submission. For example, for the after-sales requestsubmitted at 09:00, Sept. 19, we will process it before 18:00, Sept 21. Theprevious process time-frame will be resumed starting Sept. 22.
3.Response Time of Expert Enquiry
Expert Enquiry request submitted duringEmployee Day vacation (18:00, Sept. 18 - 09:00, Sept. 20) will be responded onSept. 21.
4.Process Time-frame of WarehouseService
Services regarding Stock-in, ParcelProcessing (value-added parcel service) and Parcel Shipment requested duringthe Employee Day vacation (17:00, Sept. 18 - 08:00, Sept. 20) will be processedafter 08:00, Sept. 20, and the process time-frame will be extended by 1-3 daysaccording to the time of request.
5.Response Time of IM Enquiry
All enquiries via Online Customer Service,Customer Service Hotline and QQ Group requested during the Employee Dayvacation (20:00, Sept. 19 - 08:00, Sept. 20) will be processed after 08:00,Sept. 20. You can leave message to us as usual during our vacation, which willbe processed 3 days later according to the time of request.
* The working hours of our customerservice: 08:00-20:00, Monday - Sunday,
6.Time-frame of Email Reply
Emails sent during the Employee Dayvacation (20:00, Sept. 18 - 08:00, Sept. 20) will be replied 72 hours lateraccording to the receiving time of email. For example, if we receive your emailat 10:00, Sept. 19, we will reply to it before 10:00, Sept 22. The previoustime-frame will be resumed starting Sept. 24.
7.Process Time-frame of Parcel Service
Parcel Enquiry / Parcel After-salesrequested during the Employee Day vacation (20:00, Sept. 18 - 08:00, Sept. 20)will be processed 72 hours later according to the time of request. For example,if your request Parcel Enquiry / Parcel After-sales at 10:00, Sept. 19, we willprocess it before 10:00, Sept 22. The previous time-frame will be resumedstarting Sept. 24.
8.Process Time-frame of Proof of CustomsClearance
It normally takes 3-5 working days forparcels to complete customs clearance at the customs. If you need Proof of CustomsClearance, please apply for it on the Parcel page.
Application submitted during the EmployeeDay vacation (18:00, Sept. 18 - 08:00, Sept. 20) will be processed after 09:00on September 20, and we will try to prepare the proof within 24 hours. Theprevious time-frame will be resumed starting Sept. 21.
9.Process Time-frame of Custom LogisticsDepartment
Services regarding Enquiry, Quotation, etc.requested during the Employee Day vacation (18:00, Sept. 24 - 24:00, Sept. 25)will be processed after 9:00, Sept. 28, and the process time-frame will beextended by 48 hours according to the time of request. For example, if youenquiry about Custom Shipping Plan on Sept. 25, we will process it before 18:00,Sept 29. The previous time-frame will be resumed starting Sept. 30. (Note: forbusiness that we have already followed up before the vacation or urgentrequest, we can take care of it ahead of schedule)
We apologize for any inconvenience. Thanksfor your long-time support and understanding.
Wish all users good luck and greathappiness!
Superbuy Team
Sept. 11, 2020
