Help, terms and the escalation path
Where to ask, how long answers take, what the shorthand on your order screen means, and the one cost that no service fee table will show you.
Channels
Where to ask, and how long it takes
The help centre states its own hours in its banner: online customer service from 09:00 to 18:00 Beijing time, seven days a week. Outside that window you are leaving a message, not having a conversation.
| Channel | Address | What it is for |
|---|---|---|
| Customer service | [email protected] | Orders, parcels, anything on your account. Quote the order number. |
| Escalation | [email protected] | Published on the help centre with a reply guarantee of two working days. |
| Counterfeit reports | [email protected] | Listed in the footer alongside the counterfeit item policy. |
| Business | [email protected] | Partnerships only. Not a route into customer service. |
| Hotline | +86 19986924711 | Not toll free, and on Beijing office hours. |
The escalation address is unusual enough to be worth naming. Most agents do not publish one, and the help centre attaches a stated turnaround to it.
Hours, addresses and the two working day statement, from the help centre. official page·checked 2026-10-10
Glossary
The shorthand on your screens
Most confusion with agents is vocabulary rather than policy. These are the terms that appear on the operator’s own pages and price list.
| Term | What it means |
|---|---|
| QC | Quality check. The inspection and photo set taken when an item reaches the warehouse. Standard ones are free. |
| DI | Inbound record. Services priced per DI are charged once per item arriving at the warehouse, not per parcel. |
| DO | Outbound record. Services priced per DO attach to the order going out. |
| PCS | Per piece. The unit used for most packing and photo services. |
| First weight | The starting charge covering the first unit of chargeable weight on a route, often 500 g. |
| Continued weight | The charge for each unit after the first. Usually much lower than first weight. |
| Volumetric weight | Weight derived from box dimensions. You are billed on whichever is larger, this or actual weight. |
| Operation fee | Warehouse handling built into the shipping fee: storage, sorting, packing. |
| Order enquiry | The thread that reaches the buyer handling your purchase while it is in progress. |
| Duty-free line | A route where import charges are prepaid into the freight price rather than billed to you on arrival. |
Community shorthand varies between forums and between agents, and this site does not define terms the operator does not use. If a term is not on this list, it is not on your order screen either.
All terms taken from the operator’s fee page and guide. official page·checked 2026-10-10
Hidden cost
The exchange rate is the fee nobody lists
Every price on the operator’s pages is in Chinese yuan. You pay in your own currency, and the conversion happens at a rate the agent sets. That gap is a real cost and it appears in no fee table.
A third party, QCRadar, measures this across agents. Its reading for this operator, fetched 2026-10-08: exchange-rate markup 8.6%, standard service fee $0, free storage 90 days, and a sample 1 kg parcel to the United States at $28.30 on a 30-45 days window.
That site’s own caveat is worth repeating: Your exact cost still depends on order size and parcel weight.. This page does not publish a ranking, because the measurement moves and the inputs that matter to you are your order size and your parcel weight, not an average.
Third party measurement, fetched 2026-10-08. Figures move; check the live page. official page·checked 2026-10-08
Paying in a currency the agent quotes natively, where you can, removes one conversion. That is the whole trick, and it is not a large saving.
The landscape
Other agents, and what actually differs between them
Superbuy is one of perhaps thirty companies doing the same job. Knowing the shape of that market makes it easier to read any one of them, including this one.
Almost all of them buy from the same platforms. The guide here names Taobao, Tmall, JD.com and 1688, and most competitors name the same four, because that is where the goods are. Platform support is the baseline, not the differentiator.
Four things do differ, and they are the ones worth comparing:
- The exchange rate. Nearly every agent charges no service fee on the main platforms, so the headline fee tells you very little. The conversion margin is where the money is, and it varies widely between companies.
- The free storage window. It decides how long you can pool items before shipping, which decides how much consolidation can save you.
- The route catalogue. More lines means more chance that one of them suits a heavy box, a battery, or a destination with awkward customs.
- What inspection includes by default. Free photographs are common. What those photographs are required to show is not standardised at all.
This site does not rank agents and does not publish a best agent verdict. Service quality, speed and the risk of an order going wrong have no public measurement that anyone can reproduce, and a number invented for those would be worse than silence.
Supported platforms as named on the official guide. official page·checked 2026-10-10
Questions about getting help
What payment methods are accepted?
Credit and debit cards, Wise, Alipay, WeChat Pay, UnionPay, Chinese bank transfer, Bitcoin, as listed under step three of the official guide.
Which platforms can Superbuy buy from?
Taobao, Tmall, JD.com, 1688 are the platforms named as supported on the guide. Listings outside them fall into a service fee bracket and may need the manual order form.
How quickly do they reply?
Live chat runs 09:00 to 18:00 Beijing time, seven days a week. The escalation address carries a stated two working day guarantee. Nothing else has a published turnaround.