Dear Superbuy Users,
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Superbuy would like to wish you a Happy Chinese New Year and a happy holiday!
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According to national rules and the company calendar, our holiday period will be as follow:
February 2nd -11th, 2019（BeijingTime）
To ensure that you can still enjoy quality services of Superbuy, we have adjusted service hours around the Holiday.
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1. Adjustments to Superbuy Service Hours around the Chinese New Year Holiday
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Warehouse operation, order processing,order enquiries, expert enquiries, parcel enquiries, exchange/refund, customer service hotline, online customer service, customer service email, QQ group,Wechat, BBS, and WeiBo customer help will be suspended during the Holiday and resume on Feb 12th, 2019 after the holiday ends. You can refer to the table below for details.
(*Beijing time)
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Friendly Reminder:
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As the Lunar New Year holidays approach, we would like to remind you:
1. Many domestic sellers will go on holiday during this period. If there is anything you want to order, please do it as soon as possible and select Speedy Purchase.
2. Please submit parcel shipments as soon as possible to make sure that you receive your parcel before the Holiday.
3. Orders submitted during the Holiday will be processed according to the order of submission from 8:00, Feb 12th.
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2. Superbuy Holiday Service Speed
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1. As sellers may be going on vacation during the Lunar New Year, please submit your orders in advance to avoid any delay in receiving your orders.
As Taobao and other domestic e-commerce platform sellers may be going on vacation during the holidays, the order and shipping timeline may be affected. Please refer to the "time of shipping" on the seller’s product description page for the actual shipping time . If there are products you need to receive on time, please submit your order in advance.We also suggest select the Speedy Purchase option so that we will prioritize your order when processing.
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2. Service speed of purchasing orders:
Due to the Chinese New Year Holiday, we will start processing the shopping agent orders (excluding Speedy Response orders) and parcel forwarding orders submitted from Feb 1, 2019, 18:00 to Feb 15, 2019, 8:00 after the holiday ends on Feb 12, 2019, 8:00 based on the submission time of the orders. All the orders will be processed by Feb 15, 2019 and the purchase for Speedy Response orders will be completed by Feb 13, 2019, 8:00.
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Please check the table below:
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3. Service speed of after-sales support:
During Chinese New Year (Feb 1st ,2019,18:00 to Feb 17th , 2019, 8:00, Beijing Time), requests for after-sales services (order enquiries, expert enquiries, shipment reminder,productreturn/exchange, etc.) . We will start to process on Feb 12th , 2019, 8:00(Beijing Time) in sequence according to the submission time of the requests and all the enquiries will be completed by Feb 17, 2019. The time required for product return/exchange may extend, as shipping companies need time to clear the holiday backlog. We appreciate your understanding.
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Please check the table below:
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4. Superbuy Warehouse Stock-in Time:
For parcels signed before Feb 1st, 2019,17:00, the products will be stocked in the warehouse before the holiday starts and everything will return to normal after the holiday ends on Feb 12th, 2019,8:00.
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5. Service speed of order shipment:
Superbuy Shipment Time: Parcels that are submitted and paid by Feb 1st , 2019, 0:00 will be packed before the holiday starts and the parcels submitted after that will be processed after the holiday ends on Feb 12, 2019, 8:00 based on the submission time of the parcels. There will be a lot of parcels during the Chinese New Year holiday, so a delay might incur.
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6. Service speed of Customer Service:
During Chinese New Year (Feb 1st ,2019,18:00 to Feb 12th , 2019, 9:00, Beijing Time), Online Customer Service,Parcel Enquiry, Parcel After-Sales Services, Email Enquiry, Customer Service Hotline,QQ, Customs Invoice, etc. will be starting to process on Feb 12th ,2019, 8:00 (Beijing Time) in sequence according to the submission time of the requests.
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Please check the table below:
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7. Service speed of customs clearance:
If your parcel is confiscated by the customs, it will take 3 to 5 business days for customs clearance. If you need the customs clearance invoice, you can request it on the Parcels page, and we will provide you with the customs clearance invoice within 48 hours during the Holiday.
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8. Order Verification/Withdrawal Schedule
All order verification and withdrawal requests submitted by Feb 1, 2019, 12:00 (Beijing Time) will be processed by Feb 1, 2019, 12:00 , excluding the withdrawal requests submitted by locke daccounts. If you need to submit orders/parcels, top up, or withdraw, please submit the requests ahead of time. The requests submitted from Feb 1, 2019,12:00 to Feb 12, 2019, 09:00 will be processed after the holiday ends on Feb12, 2019, 09:00.
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9. Membership Fee Refund Schedule
Due to the Chinese New Year Holiday, the membership fee refund requests submitted from Feb 1, 2019, 12:00 to Feb 12,09:00 will be processed after the holiday ends on Feb 12, 2019, 09:00.
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10. Virtual Top-up Service Schedule
Due to the Chinese New Year Holiday, the virtual top-up requests submitted from Feb 1, 2019, 12:00 to Feb 12, 09:00 will be processed after the holiday ends on Feb 12, 2019, 09:00.
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11. Flight ticket service schedule will not be affected by the Chinese New Year Holiday. All flight ticket reservations will be processed normally.
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3. Superbuy Shipping Time Adjustment forDifferent Logistics Lines
The shipping time for the logistics lines will be adjusted as follows due to the Chinese New Year Holiday and Superbuy New Year Holiday (Feb 2, 2019 to Feb 11,2019). The shipping time for different logistics lines will be delayed for 10 to 17 days.Please be patient and place your orders ahead of time. For orders that are already stocked in the warehouse, please submit the parcels for shipping as soon as possible to avoid the delay during the Chinese New Year Holiday. We apologize for any inconvenience.
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The following lists are parcel pick up time for different logistics lines.
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For reference only, thank you.
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1.South China Warehouse
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The shipping schedules of different parcel forwarding lines with different warehouse addresses and destination provinces will also be different, please refer to the following picture:
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(1). South China Huizhou Warehouse
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(2). South China Shenzhen Warehouse
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2.Superbuy Wuhan Warehouse
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We apologize for any inconvenience. Superbuy thank you for your support and understanding!
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Superbuy would like to wish all Superbuy users a Happy Chinese New Year!
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Superbuy Team
2019.01.04
