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
