Common After-Sales Questions:

1、Can I cancel the order after submitting it if I don’t want the item?

-After submitting the order, you can request order cancellation before it’s processed by the shopping agent. The system will review your request; if approved, it will refund you via your original payment method. Rules for order cancellation and how to request are as follows:

Order Status	Cancellation supported?	How to request?	Processing Time
Payment Pending	Yes	Order list > Order details > Cancel	Auto-cancel by the system if not paid in 24hrs
Order Paid	Yes	Order list > Order details > Cancel	Refund ASAP after the system reviews the request
Processing	Supported if the shopping agent hasn’t accepted the order; Not supported if the shopping agent has already accepted the order;	Order list > Order details > Cancel (No“Cancel” button means the order has been accepted)	Refund ASAP after the system reviews the request
Shipping Pending	No	/	/
In Transit	No	/	/
Delivered	No	/	/

2、Should I pay a service fee? How will you charge it?

The service fees for the Shopping Agent Site are charged by basic fixed services and value-added services. Fixed services will incur fixed fees, and value-added services can be purchased as needed. The service fees are as follows:

Name of service item	Type	Service Description	Charges
Packing Box Removal	Value-added service items	No need for product box, removing the box can reduce the weight of the order volume.	￥1/PCS
Priority Stock-out	Value-added service items	We will complete the outbound operation within 1 working hour for orders designated for priority processing, without waiting in line for processing.	￥10/Package
Stretch Film Packing	Value-added service items	Use stretch film to pack, thus effectively increasing the waterproof and moisture-proof of the package.	￥4/Package
Tag Removal	Value-added service items	We offer a hangtag removal service to reduce the risk of being taxed.	￥0.5/PCS
Water-proof Packaging	Value-added service items	Add moisture-proof bags to the order, thus effectively reducing the risk of moisture in the goods during international transportation.	￥7/Package
Vacuum Bag Packaging	Value-added service items	The use of vacuum compression bag packaging, thus effectively compressing the volume, saving storage space to reduce shipping costs.	￥20/Package
Photography of Packing	Value-added service items	Take photos of the order package packaging status before the package is shipped.	￥5/Package
Bubble Mailer Packaging	Value-added service items	The use of bubble bags for packaging reinforcement, thereby reducing the risk of damage due to collisions and drops during transportation.	￥3/PCS
EPE Packaging	Value-added service items	Use EPE for packaging reinforcement, to prevent damage caused by extrusion and collision of goods.	￥3/PCS
Dust-proof Bag Packaging	Value-added service items	Use dustproof bags for product packaging, suitable for clothing, hats, shoes and bags	￥3/PCS
Order packing service fee（bag）	Basic service items	Use courier bags for packaging and delivery	￥1.5/Package
Order packing service fee（carton）	Basic service items	Packed in cartons for shipment	¥4.00/KG （Tiered price）
In-warehouse Product Photos	Value-added service items	Take three standard photos of the product, including the front and back of the product, the product and accessories + the product packaging	￥3/PCS

Other:

Can I request after-sales service if the item received is not what the seller claimed or it is damaged or lost? How to request it?

Currently, you can't directly request after-sales service on the order. However, for any questions after receiving the items, you can contact our customer service for handling.

Not responsible for compensation in the follow situations:
1. Damage caused in situations out of our control (this does not apply to insured parcels).
2. Items that do not follow shipment or restricted shipment regulations and are confiscated by authorities or processed according to the law.
3. Parcels that, at the moment of being sent, are perfectly packaged, without any traces of having been opened or tampered with, weigh the same as they started with, and with all contained parts present and undamaged.
4. The recipient has already signed and accepted the parcel following the legal procedures. 5. Parcels that are missing in part or delayed due to errors committed by the client or problems with the product itself. 6. The client has not inquired about the product nor requested any compensation from the date of submission to the end of the inquiry period.
7. International parcels that have been detained, confiscated or destroyed according to the laws of the recipient country.

Forbidden items
Items that cannot be shipped through mail
1. Items forbidden to be circulated or shipped according to the national law.
2. Explosive, flammable, erosive, radioactive or toxic hazardous items.
3. Publications, books, sources or items containing reactionary content or obscenity.
4. Currencies of all kinds.
5. Items that violate public health.
6. Items that rot easily.
7. Live animals (not counting bees, silkworms and leeches, as long as the packaging ensures the safety of the workers).
8. Items that are not adequately packaged and may cause hazards to the workers, or contaminate or damage other packages.
9. Other items unsuitable for shipment though mail.

Items that are forbidden from being sent according to postal practices
1. Items with qualities or packaging that may harm the postal workers or contaminate/damage other packages or postal equipment.
2. Items with metal seals or other sharp edges that may get in the way of postal processing.
3. All types of firearms, ammunition, explosive, flammable, erosive, and radioactive items or vessels, strong poison, anesthetics, biochemical products and infectious items.
4. All kinds of publications, propaganda, or printed items that may endanger the security and stability of the society or contain obscenity.
5. All kinds of items that may endanger public health.
6. Documents or items that are not accepted or allowed to be circulated in the recipient country.
7. Besides the above general regulations, please also follow all related regulations set by the customs.

Can I keep my items in your warehouse for a long time?

Please submit the delivery order with a shipping line (or use "Shipping Expert") within 14 days after product stock-in. The items enjoy free storage of 14 days, and the overdue items will be automatically destroyed. Please submit them for shipment on time!

Is there any inspection for the purchased items? What rules apply here?

After the items arrive at the warehouse, our specialist will check their appearance, color, severe damage, stain, size, model, version, etc. (for clothes, the remarks you leave or the final mordification shall prevail, and the inspection is done according to the size on the label and tag, and is not applicable to inconstencies like color difference and wrong size).
For special items (e.g. electronics/digital), our specialist will only check their appearance and for missing accessories and can't power them on to check for quality issues.

How to deal with domestic return and overseas return?

Domestic Parcel Return：

1. Types of Domestic Parcel Return
1) Parcels returned from third-party logistics providers: damaged parcels; oversized and overweight parcels; parcels that cannot be exported due to incorrect postal addresses or codes.
2) Parcels returned from failed security checks: parcels returned from the postal office or airport security check.
3) Parcels returned from customs inspection: parcels returned by the customs due to restricted items.

2. Shipping Fee Refund Criteria:
1) Parcels returned from third-party logistics providers: The shipping fee will be refunded at full.
2) For parcels returned from (postal and airport) security checks: The shipping fee will be refunded at full. For parcels returned after passing security checks: the shipping fee and registration fee will not be refunded.
3) For parcels confiscated or destroyed due to failed security checks and customs inspections: the shipping fee will not be refunded, and the loss of goods will not be compensated.

Overseas return：

If your parcel has been sent abroad, but it is returned because of the " unqualified international security ", "no sign" , "address unknown", "out for deliver" and other reasons , you are responsible for redelivery fee.