Dear Superbuy Users,
To ensure a smooth shopping experience during the Taobao and Tmall "Double 11" (11.11) event, Superbuy has issued the following important reminders. Please read them carefully and make preparations in advance:
Ⅰ. Key Timelines and Arrangements
1.Order Submission Recommendations
• To avoid the peak shopping rush, we recommend submitting your orders 1–2 days in advance.
• For pre-sale items (with phased payments), please make full payment in advance so that our shopping agents can mark and secure your orders promptly.
2.Purchasing Service Hours
On the event day (November 11th, Beijing Time), purchasing services will be available from 00:00 to 24:00 (Beijing Time).
• Regular orders: Processed as soon as possible.
• [Speedy Response] orders: Processed within 1 hour (highly recommended).
3.Pricing & Supplementary Payment Mechanism
• Product prices are based on the real-time prices displayed on Taobao/Tmall.
• When purchasing the [Speedy Response] service, we recommend selecting the 【Order First and Pay Later】 option. If the order amount difference is within ¥100, the shopping agent will place the order first, and you can make up the remaining payment within 24 hours.
Ⅱ. Key Service Instructions1.Recommended Actions
• Submit orders early: Facilitates our shopping agents to mark the orders and improves the success rate of securing items.
• Purchase【Speedy Response】【Order First and Pay Later】: Minimizes delays caused by balance payments issues.
• Provide detailed order remarks: Specify requirements such as alternative options or risk confirmation to speed up the processing efficiency.
2.Event Day Policy: Three Service Restrictions
• No processing of refunds/return (Refunds/returns will be processed starting from November 12):The refund portal will be closed all day on November 11 (Beijing Time). All refund requests will be processed sequentially after 09:00 on November 12.
• No support for some coupons/shopping allowances:
Due to the frequency restrictions on the Taobao IDs used by our shopping agents and the high volume of customer orders placed on Double 11, some coupons cannot be claimed and Tmall allowances cannot be redeemed on the event day. We appreciate your understanding.
For details, please refer to Platform Purchasing Service Coupon Redemption Rules:
https://www.superbuy.com/en/page/help/#search_helpId1199
• No processing of order inquiries (Order inquiries will be processed starting from November 13th):
As our shopping agents are occupied with urgent order placement tasks on the event day, to ensure quality service for every customer, all order inquiries received on that day will be processed sequentially starting from 09:00 on November 13th (Beijing Time). If you need urgent modifications (such as changing the color or size of the item), please contact our online customer service directly.
3.Important Notes
• Pre-sale items: Please ensure all order details are correct before placing the order!
According to Taobao/Tmall policies, once a deposit is paid for pre-sale items, order cancellations, deposit refunds, no-reason returns, and modifications (e.g., color, size) are not supported.
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Ⅲ. Processing Time Reminders
1.Order Processing Timeframe
On Double 11 (Beijing time), Superbuy purchasing team will provide procurement services from 00:00 to 24:00 Beijing Time.
However, due to the surge in order volume, the response time for purchasing orders on the event day may be extended.
• Regular orders: Shopping agent will process them as soon as possible.
• 【Speedy Response】 orders: The response time is 1 hour.
Please note that during this period, changes in product prices due to time differences in purchasing may occur, and we appreciate your understanding.
2.After-Sales Service Time
Affected by the large number of orders during the Double 11 promotion, after-sales tasks (including order inquiries, Expert Sourcing Service, shipment reminders, and return/refund requests) submitted between 18:00 on November 9 and 24:00 on November 12 (Beijing Time) will be postponed to start processing after 09:00 on November 13 (Beijing Time), with a response provided within 72 hours. Additionally, due to potential nationwide logistics backlogs during Double 11 that may cause delivery delays, the cycle for order returns and refunds may be extended. We appreciate your understanding.
3.Merchant Shipping and Warehouse Storage Timeframe
Affected by the sharp increase in merchant orders and logistics backlogs during Double 11, the merchant’s shipping time for products purchased during the event and the time required for products to be stored in the warehouse may be extended. The actual shipping time of your order shall be subject to the "shipping time" stated by the merchant on the product details page. Thank you for your patience.
4.Customer Service Consultation Timeframe
Online customer service working hours:
• November 10th: 09:00 - 24:00 (Beijing Time)
• November 11th: 09:00 - 24:00 (Beijing Time)
• November 12th: Normal service hours resume 09:00 - 18:00 (Beijing Time)
During this period, due to the high volume of consultations, there may be short waiting queues. Thank you for your patience and understanding.
Superbuy Team
October 27, 2025
