Tell us what happened
Send the order or request reference, what went wrong and what outcome you are hoping for.
Help You Buy From China
Help With an Order When Something Goes Wrong
If something does not match the approved order, delivery or service scope, send us the facts and evidence so we can work through the next step.
Our approach
Start with the facts, then work through the practical options.
A China order can involve the buyer, supplier, warehouse, carrier, payment provider and customs authorities. When something goes wrong, we first compare what was approved with what was paid, checked, packed and shipped.
Review the order record
We compare approved specifications, payment records, supplier messages, warehouse photos and shipping information.
Gather useful evidence
Photos, videos, package labels, tracking details and an unboxing video can help show where the problem occurred.
Work on a practical fix
Depending on the facts, the next step may be a supplier correction, replacement, return, partial refund, reshipment or carrier claim.
Coordinate with third parties
Supplier, warehouse, carrier, customs or payment-provider responses can affect how quickly an issue can be resolved.
Escalate only when needed
If a practical resolution cannot be reached, the relevant platform, carrier, payment-provider or legal process may still be available under its own rules.
Before escalation
Give the order a chance to be reviewed first.
Contact us with the available evidence first. We will review the order and try to identify a practical next step with the supplier, warehouse or carrier where appropriate. This does not limit any non-waivable rights available under applicable law or payment-platform rules.
Report visible issues quickly
Visible product issues should be reported as soon as possible after photo check or delivery, ideally within 3 days.
Carrier claim deadlines
Shipping damage, loss or missing parcel claims must follow carrier claim periods and evidence requirements.
Used or exported goods
Goods that are used, modified, resold, transferred or exported may be difficult or impossible to return or claim.
Evidence checklist
What helps us review an order problem.
Evidence and decisions
Keep the evidence and decisions in one written thread.
Email helps preserve product details, approval history, payment notes, warehouse photos, shipping instructions and evidence for review.
Contact email:
[email protected]
Important fee note
Not every amount paid by the buyer is our service income. Product costs, supplier charges, payment processor deductions, shipping fees, warehouse costs, inspection fees, customs-related charges, taxes, duties and other third-party costs may be non-refundable unless the relevant third party actually refunds them to us.
Read Pass-through Costs & Third-party Fees
Receiver information responsibility:
The buyer must verify receiver name, country, state/province, city, street address, apartment/unit number, postal code, phone number, email and tax/customs information if required. Delay, return, extra fees, failed delivery or loss caused by incorrect or incomplete buyer-provided information may be the buyer’s responsibility.
Read the Buyer Order Guide
Something wrong with an order?
Send the order or request reference, a short description of the problem and any photos, messages or tracking information you already have.
Ask for Help