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Service Adjustment & Process Time-Frame During the Spring Festival
Post time 2023-1-7 10:08:10
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Last replied 4 day(s) ago
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From
China
楼主
Dear Superbuy users,
With the Year of Tiger around the corner, Superbuy Team wishes all of our users greatest happiness and good luck in the New Year!
As per government policies as well as our work arrangements, the holiday for Superbuy staff will be: 18:00pm,Jan. 18th – 9:00am, Jan. 29th, 2023 (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, and make your purchasing and shipping plans in advance accordingly!
Service Adjustment of Superbuy Before/After the Spring Festival
During the holidays, 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 Jan. 29th , 2023.
Due to 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 purchases 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, Jan.29, 2023, according to the time of submission;
Superbuy Spring Festival holiday service prescription
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, Jan.18 to 18:00, Jan.28, 2023 will be processed starting from 9:00, Jan.29, 2023 according to the payment time of orders, and completed before Feb. 2 (all shopping agent orders with Speedy Response will be completed before 9:00, Jan.30).
3. Processing Time-Frame for After-Sales Request
After-sales regarding Order Enquiry, Expert Enquiry, Remind Shipping, Return & Exchange, etc. requested during 18:00, Jan.18 to 9:00, Jan.29 will be processed after 9:00, Jan.29 according to the time of request submission, and completed before Feb. 4. Given logistics delays during the holiday due to cargo backlogs, the time needed for Return & Exchange may be extended. Thanks for your understanding.
4. Processing Time-Frame for Parcel Stock-in
Cut-off time of parcel reception: 12:00, Jan. 18 2023. We will sign parcels starting from 9:00, Jan.29 2023. Parcels signed before 12:00, Jan. 18 will be stored into the warehouse before the holiday.
5. Processing Time-Frame for Parcel Stock-out
Parcels paid before 0:00, Jan. 18 2023, will be packed before the holiday; parcels submitted during 0:00, Jan. 18 to 0:00, Jan. 29, 2023 will be processed starting from 9:00, Jan.29, 2023 according to the time of submission. However, due to huge backlogs of parcel during the holiday, the process time-frame may be extended.
6. Processing Time-Frame for Customer Service
Requests submitted during 18:00, Jan.18 to 9:00, Jan.29, 2023 regarding Online Customer Service, Online Messages, E-mail, Parcel Enquiry and After-sales for Parcels will be processed starting from 9:00, Jan.29, 2023. 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:
7. Processing 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 Withdrawal
Applications for withdrawal, top-up via remittance and order review submitted during 18:00, Jan.18 to 8:00, Jan.29 will be processed starting from 9:30,Jan 29, 2023 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.
9. Process Time-frame of Custom LogisticsDepartment
After-sales regardingCustomized Shipping Services, etc. requested during 18:00, Jan. 18 to 24:00, Jan.28 will be processed after 09:30, Jan. 29 according to the time of request submission, and completed before Feb. 6th.
Service Hours of Logistics Lines on Superbuy
We apologize for any inconvenience. Thank you for your continued support and understanding.
Wish all Superbuy Users a Happy Rabbit Year with good luck!
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