We promise
Parcel is confiscated

Items purchased on Superbuy eMall:

Parcel wholly contains food:

Returned by Customs:Compensation for items and delivery charges.

All Confiscated:Compensation for items and delivery charges.

Partly Confiscated:Compensation for confiscated items and part of delivery charges.

Parcel partially contains food:

Food Confiscated:Compensation for confiscated food and part of delivery charges.

We promise
Delivery is delayed

Parcels sent from Superbuy Warehouse:

If the parcel is not delivered within the promised process time, compensation of 5% of the international delivery fee will be given

1DHL Express: Process Time over 6 Working Days

2Preferential Line: Process Time over 15 Working Days

3USPS Air Mail(Small): Process Time over 15 Working Days

4POStnl Air Mail (Small): Process Time over 20 Working Days

5EMS HK Express: Process Time over 3 Working Days

6EMS:Process Time over 10 Working Days

for the following Countries/Regions

For other countries/ regions, process time over 25 working days.

Taiwan, Macau, Korea, Japan, Malaysia, Cambodia, Singapore, Thai, Indonesia, Philippines, Vietnam, Australia, New Zealand, USA, France, UK, Italy, South Africa, Ireland, Canada, Holland, Spain, Germany, Sweden, Belgium, Austria, Portugal, Switzerland, Norway, Finland, Luxembourg, Denmark, Malta, Greece
We promise
Parcel is damaged

Items at the Superbuy warehouse (before delivery):

Superbuy will bear responsibility for items that are damaged in the Superbuy warehouse once verified by our internal CCTV. Users can apply for free exchange or refund.

We promise
Parcel is lost

Parcels which are shipped from Superbuy warehouse:

All relevant fees will be refunded if the user provides Superbuy with the relevant documents to prove that the parcel has been lost or delayed delivery. Please read (Compensation Rules and Regulations) for more details.

Process Time

Process Time

Over 1 MonthOver 2 Month
IE-MG、SF(Express、Third Day Delivery)、Third Day Delivery、Toll、IE、City link、EMS、Express、Preferential Line、DHL
AIR、EUB-SZ、EUB-F、USPS Air Mail(Small)、POStnl Air Mail (Small)、Singapore Post Air Mail (Small)
We promise
Parcel is returned

Parcels which are shipped from Superbuy warehouse:

Chinese Domestic Returned:

Free to re-ship or free for this shipping.

Overseas Returned:

If returned reason was wrong destination or lost delivery information, a free shipping will be carried out or the shipping fee will be refunded.

We promise
Parcel is delayed

Superbuy Shopping Agent or Parcel Forward:

Storage Process Time:

Once the parcel has arrived at the Superbuy warehouse and we have not yet handled it within the promised process time (Ordinary Parcel: non-prohibited parcels or non-marked parcels), compensation of 5 RMB/order will be provided.

Process Time for Shipping Preparation:

If Superbuy didn't process the user's parcel after the user has submitted the order online within the promised process time, a compensation of 10RMB/order will be provided.

We promise
Refund is delayed

Superbuy Shopping Agent or Parcel Forward items:

Process Time for refund the surplus shipping fee:

The surplus shipping fees will be automatically refunded within 72 hours. If refund is delayed, 10RMB shipping coupon will be given.

Process Time of Refund the surplus items charges:

The surplus fees, if the item was on sale, will be automatically refunded within 72 hours after it stored in warehouse. If refund is delayed, 10RMB shipping coupon will be given.

Still have problems? Superbuy can solve all your concerns.
Superbuy team will try to solve all your problems no matter what it is. If you have any unsatisfied shopping experiences apart from those situations mentioned above, please feel free to inform us. We will assist and compensate if any after investigating your cases.

CEO's Commitment

[Customer First] is our service principle. It is our responsibility to deal with your problems and to provide a satisfying shopping experience.

One last tip, if you have any suggestions or complaints, please contact our CEO directly(CEO@superbuy.com)