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Service Adjustment & Process Time-frame during the Spring Festival
Post time 2021-1-21 19:13:12 | Last replied 2021-2-18 10:26:54 | From China 楼主

Dear Superbuy users,

With the Year of Ox around the corner, Superbuy Team wishes all our users great happiness and good luck in the new year!

As per government policies and our work arrangements, the holiday for Superbuy staff will be:
Feb. 8 - 17, 2021 (Note: All time stated hereby is Beijing Time)

To ensure you can enjoy the Ingenious Service, please check the Service Adjustment of Superbuy Before / After the Spring Festival Holiday below, andmake your purchasing and shipping plans in advance accordingly!

Freight Up To 50% Off for Spring Festival Pre-Orders:

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Superbuy-exclusive Benefit & Non-stop During Spring Festival!

1) If your coupon expires during 0:00, Feb.8 to 23:59, Feb. 19, Superbuy will automatically extend their validity for another20 days before 23:59, Feb. 1. No Manual Action Required! (Note: For couponsissued during the Spring Festival Shopping Gala, we will extend their validitybefore sending them to your account, so they are not eligible for this validityextension; coupons used before 23:59, Feb. 1 will also not be eligible for thisvalidity extension).
2) If your product has been stored in thewarehouse during Jan. 18 to 0:00, Jan. 31, Superbuy will automatically extendits free storage period for another 15 days before 23:59, Feb. 1, i.e. theoriginal free storage period of 90 days will be extended to 105 days. No ManualAction Required! (Note: Product submitted for parcel shipment before 23:59, Feb,1 is not eligible for this extension)



Service Adjustment of Superbuy Before / After the Spring Festival Holiday


During the holiday, the following services will be suspended: Order Enquiry, Expert Enquiry, Order Processing, Warehousing, After-sales for Parcel, Parcel Enquiry, Return & Exchange and Remind Shipping, Customer Service Hotline, Online Customer Service, QQ Group, Customer Service Email, Complaint Email, BBS, WeChat Enquiry and Weibo Enquiry. We will resume these services starting from Feb. 18, 2021.

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Dueto the Spring Festival Holiday, Superbuy kindly reminds that:
1. Given that many Chinese sellers will take days off prior to the Spring Festival, we suggest that you place orders in advance and select Speedy Response to make purchase ASAP;
2. To guarantee that you can receive parcels before the Spring Festival, we suggest that you submit the parcels stored in our warehouse for shipment ASAP;
3. Orders or after-sales requests submitted during the Spring Festival will be processed starting from  9:00, Feb. 18 according to the time of submission;

1. Order in advance to avoid delays
Due to the Spring Festival, Chinese sellers on Taobao and other e-commerce platforms will take days off to enjoy the holiday, which will seriously affect the ordering process and shipping time. The "Shipping Time" specified by the seller in the product details page shall prevail. If you want to buy some products urgently, please place an order in advance and select Speedy Response, so that we will give priority to you order.

2. Time-frame for Order Processing
Shopping agent orders (except those with Speedy Response) and forwarding orders submitted during 18:00, Feb. 7 to 18:00, Feb. 17 will be processed starting from 9:00, Feb. 18 according to the payment time of orders, and completed before Feb. 21 (all shopping agent orders with Speedy Response will be completed before 9:00, Feb. 19).

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3. Process Time-frame for After-sales Request
After-sales regarding Order Enquiry, Expert Enquiry, Remind Shipping, Return & Exchange, etc. requested during 18:00, Feb. 7 to 09:00, Feb. 23 will be processed after 09:00, Feb. 18 according to the time of request submission, and completed before Feb. 23. Given logistics delays during the holiday due to cargo backlogs, the time needed for Return & Exchange may be extended. Thanks for your understanding.

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4. Process Time-frame for Parcel Stock-in
Cut-off time of parcel reception: 17:00, Feb. 7. We will sign parcels starting from 9:00, Feb. 18. Parcels signed before 17:00, Feb. 7 will be stored into the warehouse before the holiday.

5. Process Time-frame for Parcel Stock-out
Parcels paid before 0:00, Feb. 7 will be packed before the holiday; parcels submitted during 0:00, Feb. 7 to 9:00, Feb. 18 will be processed starting from 9:00, Feb. 18 according to the time of submission. However, due to huge backlogs of parcel during the holiday, the process time-frame may be extended.


6. Process Time-frame for Customer Service
RRequests submitted during 18:00, Feb. 7 to 8:00, Feb. 18 regarding Online Customer Service, Online Messages, E-mail, Parcel Enquiry and After-sales for Parcels will be processed starting from 8:00, Feb. 18. Due to the limited number of customer service staff on duty, only urgent requests will be processed. We apologize for the inconvenience. See the following table for details:

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7. Process Time-frame for Proof of Customs Clearance
It normally takes 3-5 working days for parcels to complete customs clearance at the customs. If you need Proof of Customs Clearance, please apply on the Parcel page. For applications submitted during the Spring Festival, we will provide the proof within 48 hours. We apologize for the inconvenience.

8.Process Time-frame for Forwarding Order Review
Forwarding orders submitted during 18:00, Feb. 7 to 8:00, Feb. 18 will be reviewed starting from 8:00, Feb. 18 according to the time of submission.

9.Process Time-frame for Withdrawal
Applications for withdrawal, top-up via remittance and order review submitted during 18:00, Feb. 7 to 9:00, Feb. 18 will be processed starting from 9:00, Feb. 18 according to the time of application submission. However, due to huge backlogs of applications during the holiday, the process time-frame may be extended. We apologize for the inconvenience.

10. Process Time-frame of Custom Logistics Department
Services regarding Order Enquiry, Quotation, etc. requested during the Spring Festival (18:00, Feb. 7 - 9:00, Feb. 18) will be processed after 9:00, Feb. 18, and the process time-frame will be extended by 48 hours according to the time of request. For example, if you enquiry about Custom Shipping Plan on Feb. 7, we will process it before 18:00, Feb. 19. The previous time-frame will be resumed starting from Feb. 22. (Note: For requests still processed during the Spring Festival or urgent requests, we will handle them ahead of schedule)

Service Hours of Logistics Lines on Superbuy


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*Due to the epidemic, the service hours of some logistics lines may be modified, subject to operation of logistics providers.
If warehouse is off but the logistic providers work, the actually shipping time is subject to warehouse.
We apologize for any inconvenience. Thank you for your continued support and understanding. Wish all Superbuy users a Happy Ox Year with good luck!














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Post time 2021-1-25 00:29:04 From the mobile phone 沙发
thank u
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Post time 2021-2-8 01:05:50 板凳
Thank you everyone at Superbuy for all of your hard work. Much appreciated.
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Post time 2021-2-8 16:24:28 地板
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