Notice on Service Adjustment and Timeliness During The Spring Festival Holiday

<br/> Dear users,<br/> As we embrace for the Year of Rat in 2020, Superbuy Team wishes all of you a Happy New Year!<br/> <br/> According to the national laws and regulations and in consideration of our actual situation, the Spring Festival Holiday of 2020 will be:<br/> 21 Jan.-30 Jan., 2020 (note: the time specified in this announcement all refers to Beijing Time)<br/> To ensure that you can still enjoy our ingenious service, we kindly remind you of our service adjustment before and after the Spring Festival Holiday. Please make your purchase and forwarding plans in advance accordingly:<br/> <br/> ●Service adjustment before and after the Spring Festival Holiday<br/><br/> During the Spring Festival Holiday, we will suspend services including order enquiry, expert enquiry, order processing, warehousing operation, parcel enquiry, after-sales service for parcel, return and exchange, Remind Shipping, etc., as well as real-time services including customer service hotline, online customer service, email for customer service, email for complaint, QQ group, BBS, WeChat enquiry, Weibo enquiry, etc., which will be resumed the service after the holiday (31 Jan., 2020).<br/> <br/>

<br/> In consideration of impact caused by the Chinese Spring Festival, we kindly remind you of the following:<br/> 1. Many sellers in China will stop accepting orders before the Spring Festival. We suggest that you place orders in advance and select the service of Speedy Response, so as for us to snap up your desired items as early as possible.<br/> 2. To ensure that you can receive parcel before the Spring Festival Holiday, we suggest you submit the parcel to our warehouse for shipping as early as possible;<br/> 3.Orders or after-sales requests submitted during the Spring Festival will be processed after 9:00 on 31 Jan. according to the time of submission;<br/> <br/> ●Service timeliness during the Spring Festival Holiday<br/> <br/> 1. Due to the suspension of business by sellers during the Spring Festival, please place your orders in advance to avoid potential delay;<br/> During the Spring Festival, sellers on Taobao and other Chinese e-commerce platforms will stop accepting orders, which will seriously affect the timeliness of order and shipping. Please refer to the "shipping time" described in the page of product details. If you are in urgent need of some products, we suggest that you place orders in advance and select the service of Speedy Response. We will give priority in processing such orders.<br/> <br/> 2. Must-knows for timeliness of orders:<br/> During the Spring Festival Holiday, shopping agent orders (except for these with Speedy Response) and forwarding orders submitted from 18:00 on 20 Jan. to 18:00 on 3 Feb. will be processed after 9:00 on 31 Jan. according to the payment time, and will be completed before 3 Feb.(shopping agent orders with Speedy Response will be completed before 9:00 on 1 Feb.).<br/>

<br/> 3.Must-knows for timeliness of after-sales service:<br/> During the Spring Festival Holiday, request for after-sales services including order enquiry, expert enquiry, Remind Shipping, return and exchange, etc. submitted from 18:00 on 20 Jan. to 9:00 on 5 Feb. (Beijing Time) will be processed after 9:00 on 31 Jan. according to the time of submission, and will be completed before 5 Feb. Due to the backlogs of logistics operation during the Spring Festival, the time of return and exchange may be extended. Thank you for your understanding.<br/>

<br/> 4.Must-knows for timeliness of product stock-in<br/> Product stock-in: cut-off time for signing for product will be 17:00 on 20 Jan. with the normal timeliness to be resumed after 9:00 on 31 Jan. Product signed before 17:00 on 20 Jan. will be stocked in our warehouse before the holiday.<br/> <br/> 5.Must-knows for timeliness of product stock-out<br/> Product stock-out: parcels submitted for payment before 0:00 on 20 Jan. will be packed before the holiday; parcels submitted from 0:00 on 20 Jan. to 9:00 on 31 Jan. will be processed successively according to the time of submission after our warehouse staff go back to work at 9:00 on 31 Jan. However, due to the large backlog of parcels during the Spring Festival, the processing timeliness may be delayed.<br/> <br/> 6.Must-knows for timeliness of customer service<br/> During the Spring Festival Holiday, our services including online customer service, online message, email, parcel enquiry, after-sales for parcels, etc. submitted from 18:00 on 20 Jan. to 8:00 on 31 Jan. will be processed after 8:00 on 31 Jan.(when our staff go back to work). See the table below for the specific timeframe:<br/>

<br/> 7.Must-knows for timeliness of providing customs clearance documents:<br/> In case of parcel confiscated by the customs, it will normally take 3-5 working days for customs clearance. If you need customs clearance documents, you can submit application through the page of the parcel and we will provide them within 48 hours during the Spring Festival. We apologize for any inconvenience caused!<br/> <br/> ●Adjustment of Shipping Time for Logistics Routes of Superbuy<br/> <br/>South China Warehouse

<br/> Superbuy Wuhan Warehouse

<br/> We apologize for any inconvenience caused! Thank you for your continuous support and understanding! With the upcoming Spring Festival, we wish all our users a Happy New Year with prosperity and good luck in the Year of Rat!<br/><br/> <br/> Superbuy Team<br/> 31 Dec., 2019<br/>

"xin nian kuai le” superbuy... see you in February ?

I've submitted a parcel when its gonna be processed

Thanks for the information

penguinfairy 发表于 2019-12-31 20:51 thank you superbuy

Happy new year!

thank you superbuy