1.Youcan not apply for refund within 24 hours of order submission on the event day.
According to Tmall andTaobao rules for the Double 11 Festival, the refund function for all merchantswill be closed on November 11 (00:00:00 – 23:59:59). Therefore, users whosubmit orders on the day will not be able to apply for refund once the orderstatus turns “Purchased Order ”. In case of refundneeds, we will handle them after the first 24 hours.
2.Aboutthe time needed for purchase
On November 11, our purchase team will be workingaround the clock to serve users. However, due to the surge of orders, the timeneeded for purchase will still be extended from the original 6 hours. Lead timefor express orders will be adjusted to 2 hours. Orders submitted between 23:00and 24:00 may see price changes due to the time lag between ordering and theactual purchase. If you have stricter requirement for time, we suggest youchoose our speedy purchase (express order) service.
3.Couponsand Tmall shopping allowance are not available for purchases.
Due to quantity limits of coupons and shoppingallowance for every ID on Taobao and Tmall, our purchasers could not usecoupons and shopping allowance to deduct your payment. Thank you for yourunderstanding!
4.Aboutlimited sales and flash sales:
If you need to buy products during limitedsales or flash sales, our purchasers will try their best to get the items foryou. However, we can not ensure a guarantee. To increase your chance, wesuggest you place the order 1-2 days in advance, so that our purchaser canhighlight your order and make prior preparations.
5.Aboutpre-sales
For pre-sale products(those need payment by installments), we suggest you to pay the price in full 1– 2 days in advance, so that our purchaser can highlight your orders and makeprior preparations. If the actual price we pay is lower than your payment, wewill refund the difference to your Superbuy account.
Note: According toTaobao and Tmall, pre-sale orders are not available for cancellation,unconditional return, modification of colors, sizes, etc. Please check yourorder details carefully before placing the order.
6.About custom-madeproducts
During the Double 11 Festival, custom-made productsare not available for unconditional return/exchange. If you have reachedconsensus with the seller, please tell us your Aliwangwang ID or relevantcontact information in advance so as to avoid delayed processing.
7.Aboutafter-sales lead time:
Affected by the hugeamount of orders, handling of after-sales assignments including orderenquiries, expert sourcing and return/exchange applications submitted onNovember 9 (6:00 p.m.) – November 12 will be postponed till 9:00 a.m. ofNovember 13. After-sales applications submitted during the period will behandled within 72 hours after the service resumes. Due to the foreseeablelogistics pressure throughout the country, return/exchange is going to takelonger. Thank you for your understanding!
8.About dispatch lead time:
Affected by largeorder volume and logistics pressure during the Double 11 Festival, it isexpected that it will take longer for the seller to dispatch your products.Please see the product details page of your products for reference.
