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.
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 4 Working Days
6EMS：Process Time over 10 Working Days
for the following Countries/Regions
For other countries/ regions, process time over 25 working days.
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.
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 MonthParcels 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.
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.
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.
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([email protected])