“员工日”期间(9月18日9:00~9月19日09:00),9月18日华南仓和香港仓将停工一天,9月18日当天送至仓库的订单将延迟一天签收入库。,9月19日按顺序依次处理,时效延误1-2天。9月17日下午17:00以后提交寄送的包裹将延迟一天出库发货,9月19日按顺序依次处理,时效延误1-2天。
“员工日”期间(9月21日18:00~9月23日09:00)提交的订单将会在9月23日09:00上班后开始处理,处理时效根据订单提交时间依次顺延24小时。例如9月22日09:00提交的订单,我们会于9月23日18:00前订购完成。9月24日服务时效恢复正常。
“员工日”期间( 9月21日18:00~9月23日09:00)提交的订单咨询、催发货、退换货等售后处理服务将会在9月23日09:00上班后开始处理,处理时效根据售后提交时间依次顺延48小时。例如9月22日提交的售后服务,我们会于9月24日18:00前处理。9月25日服务时效恢复正常。
“员工日”期间( 9月21日18:00~9月23日09:00)提交的专家咨询,处理时效根据咨询提交时间依次顺延24小时。例如9月22日09:00提交的咨询,将在9月23日18:00前回复, 9月24日恢复正常。
“员工日”期间( 9月21日18:00~9月23日09:00),在线客服、客服电话、QQ、微信群回复均会在9月23日09:00上班后开始处理,在此期间您有任何问题都可以给我们留言,我们会根据咨询的顺序依次处理,时效顺延3天。
“员工日”期间(9月21日17:00~9月23日09:00)邮件任务将会在9月23日9:00上班后根据提交顺序依次处理,时效顺延1-3天。例如9月22日10:00的邮件,我们会于9月25日10:00前完成回复。9月26日服务时效恢复正常。
“员工日”期间( 9月21日17:00~9月23日09:00)包裹咨询/包裹售后任务将会在9月23日9:00上班后根据提交顺序依次处理,时效顺延1-3天。例如9月22日10:00的包裹咨询/售后,我们会于9月25日10:00前完成回复。9月26日服务时效恢复正常。
“员工日”期间( 9月17日18:00~9月18日24:00)提交的订单咨询、报价方案等咨询任务将会在9月22日9:00上班后开始处理,处理时效根据提交时间依次顺延48小时。例如9月22日提交的咨询定制服务,我们会于9月24日18:00前处理。9月30日服务时效恢复正常。(注:此期间跟进中业务及紧急需求可提前处理)。
1. Responding Time for Warehouse Processing
All the orders will be suspended proceeding during the Employee Day vacation (09:00, 18th Sept. - 09:00, 19th Sept.) at Hong Kong Warehouse and Guangdong Warehouse. The packages that arrive at the warehouse on 18th Sept. will be signed for warehousing from 19th Sept.. All the deliveries submitted after 17:00, 17th Sept. will be packed from 19th Sept. also. Please note that all the response time will be effective in 1~2 days according to the time of request.
2. Responding Time for Order Processing
Orders submitted during Employee Day (18:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, that is the orders will be postponed processing for 24 hours. For example, if you submit the order at 09:00, Sept. 22nd, we will purchase it for you before 18:00, Sept. 23rd. The services will all be resumed on Sept. 24th.
3. Responding Time for After-sales Request
After-sales regarding Order Enquiry, Hastening Delivery, Return & Exchange, etc. during Employee Day (18:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, that is the orders will be postponed processing for 48 hours. For example, if you submit the enquiries at 09:00, Sept. 22nd, we will respond to you before 18:00, Sept. 24th. The services will all be resumed on Sept. 25th.
4. Responding Time for Expert Enquiry
Expert Enquiry submitted during Employee Day (18:00, Sept. 21st - 09:00, Sept. 23rd) will be postponed response for 24 hours. For example, if you submit the enquiries at 09:00, Sept. 22nd, we will respond to you before 18:00, Sept. 23rd. The services will all be resumed on Sept. 24th.
5. Responding Time for Customer Service Enquiry
All enquiries via Online Customer Service, Customer Service Hotline, QQ & WeChat Group requested during the Employee Day vacation (18:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd. You can leave the messages as usual during our vacation, which will be processed 3 days later according to the time of request.
* The working hours of our Customer Service: 09:00-18:00, Monday – Sunday
6. Responding Time for Email Reply
Emails received during Employee Day (17:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, that is the orders will be postponed processing for 24~72 hours. For example, if you send the emails to us at 10:00, Sept. 22nd, we will respond to you before 10:00, Sept. 25th. The services will all be resumed on Sept. 26th.
7. Responding Time for Parcel Service
Parcel Enquiry / Parcel After-sales enquiry during Employee Day (17:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, that is the orders will be postponed processing for 24~72 hours. For example, enquiries received at 10:00, Sept. 22nd, we will respond to you before 10:00, Sept. 25th. The services will all be resumed on Sept. 26th.
8. Responding Time for Customs Clearance Certificate
It normally takes 3-5 working days for parcel clearance if intercepted by the customs, then for needed clearance documents, please kindly apply on the Parcel Page.
Customs Clearance certificate produced during Employee Day (17:00, Sept. 21st - 09:00, Sept. 23rd) will be processed after 09:00, Sept. 23rd, and we will make our effort to complete it within 24 hours. The services will all be resumed on Sept. 24th.
9. Responding Time for Customized Logistics
Services regarding Enquiry, Quotation, etc. that requested during Employee Day (18:00, Sept. 17th - 24:00, Sept. 18th) will be processed after 09:00, Sept. 22nd, that is the orders will be postponed processing for 48 hours. For example, if you apply for the services on Sept. 22nd, we will respond to you before 18:00, Sept. 24th. The services will all be resumed on Sept. 30th. (Note: for orders that we have already followed up before the vacation or which are urgently, we can take care of it ahead of time.)
10. Responding Time for Transshipment Orders
For transshipment orders placed during Employee Day (18:00, Sept. 17th - 09:00, Sept. 19th) will be processed after 09:00, Sept. 19th, and finish before 18:00, Sept. 19th.
It is with our greatest regret if any inconvenience is caused to you. Thank you for your long-term support and understanding.
We wish all users good luck and great happiness!
Superbuy Team
Sept. 14th, 2021