Dear Superbuy users,<br/>
<br/>
Greetings!<br/>
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Due to the coronavirus outbreak in China and the implementation ofstrengthened national prevention and control measures, our Spring Festival Holiday originally scheduled to end on 30 Jan.2020 will be delayed(subject to further notice).<br/>
However, in order to provide you with ingenious services in a more timely manner during the holiday, we will work via remote operation. Due to issues related to equipment and internet connection, the timeliness of our services will be slightly delayed. We apologize for any inconvenience caused under the special circumstances and thank you for your understanding.<br/>
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Specific adjustments for our services are as follows:<br/>
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●Customer Service (3 Feb.)<br/>
Due to the Spring Festival Holiday and the coronavirus outbreak, our online customer service will be resumed at 9:00 on 3 Feb., Beijing Time (original resuming time: 9:00, 31 Jan.). The working hour will be from 9:00 to 18:00 (subject to further update) instead of 24 hours and the resuming time will be further notified.<br/>
The timeliness of response will be delayed during the holiday. You can also contact us via message and email, and we will reply in turn.<br/>
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●Shopping Agent Order Processing<br/>
Timeliness of Ordinary Order:<br/>
Upon our findings, sellers in e-commerce platforms including Taobao, JD.com and Tmall will resume business after 8 Feb.<br/>
However, based on the principle of ingenious services, Superbuy will still purchase items for users starting from 3 Feb. according to the time of order submission. The timeliness of purchasing will be delayed during the holiday, but we will try our best to purchase for you. <br/>
If the items you want to purchase urgently are these requiring payment of deposit or in limited quantity, please tell us in the remarks of your order or through our online customer service, and we will give first priority to your order.<br/>
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Timeliness of Speedy Response: Due to issues related to equipment and internet connection for our shopping agents during the holiday, the service of Speedy Response will be suspended from 3 Feb., which will be resumed on 10 Feb. Orders with Speedy Response submitted before 3 Feb. will be processed first free of charge.<br/>
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Orders Placed via Shopping Experts, and on Xianyu and WeShop (16 Feb):<br/>
It has been processed in turn starting from 16 Feb. according to the time of enquiry and order.<br/>
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Order Enquiry, Expedited Delivery, Return & Exchang (3 Feb.):<br/>
It has been processed in turn starting from 3 Feb. according to the time of enquiry.<br/>
The timeliness of processing will be delayed during the holiday. For details, please see The Updated Adjustment of Shipping and Transaction Process of Taobao during the Spring Festival in 2020 ( in Chinese):https://rule.taobao.com/detail-11001523.htm?spm=a2177.7231193.0.0.261a17eaMJ5Ac4&tag=self<br/>
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●Verification of Forwarding Orders (3 Feb.)<br/>
The forwarding orders submitted during the Spring Festivalwill be verified in turn starting from 3 Feb.2020 according to the time of submission.<br/>
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●Timeliness of Product Stock-in (16 Feb.)<br/>
It has been resumed from [9:00 on16 Feb.](except for Wuhan Warehouse, the resuming time of which is subject to further notice);<br/>
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●Timeliness of Parcel Stock-out (16 Feb.)<br/>
It has been resumed from [9:00 on16 Feb.](except for Wuhan Warehouse, the resuming time of which is subject to further notice);<br/>
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●Timeliness of logistics service(16 Feb.)<br/>
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●Timeliness for Parcel Enquiry, Parcel After-sales, Provision of Customs Clearance Documents (3 Feb.)<br/>
Requests regarding parcel enquiry and after-sales submitted during the Spring Festival will be processed in turn starting from 3 Feb., and the timeliness for the first reply will be within 48 hours;
For parcels seized by the customs, it will generally take 3-5 working days for customs clearance. If relevant clearance documents are required, you can click "Apply for Customs Clearance Documents" on the page of “Parcel”, and we will provide such documents within 24 hours during the Spring Festival.
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●Timeliness of balance withdrawal(14 Feb.)<br/>
Due to the coronavirus outbreak, orders of balance withdrawal will be processed at 9:00 on 14 Feb(Beijing Time).We apologize for any inconvenience caused.<br/>
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The resuming time of above services is subject to the requirements of the Chinese government for epidemic prevention and control, and we will keep you notified of any update. In spite of the hardships in the year 2020, the Chinese people and government will unite to overcome all difficulties. Thank you for your continuous support and understanding of Superbuy. We will always try our best to provide you with the best services!<br/>
<br/>
Superbuy Team<br/>
26 Feb. 2020<br/>