If you parcel is not verified or is in processing, you can cancel it and submit a new one.

If your parcel is being arranged for warehouse exit, packing, or is packed, please contact our online customer service as soon as possible. Our customer service agent will notify the warehouse to cancel your parcel, after which you can submit a new one with correct address.

If your parcel is shipped, we are sorry we could not change the address. You can contact us and we will try to contact the logistics provider for you, but there is no guarantee for successful modification. (EMS/SAL/EUB do not change address. For some lines, fees may be incurred if the address can be changed.)

PC: Please view estimated/actual weight via User Center→My Parcel→Parcel Details.

App: Please click actual payment/refund for payment difference to view estimated/actual weight at the parcel detail page.

Most lines do not calculate fees by volume weight. If you want to learn about the sizes of your parcel, please contact us and we will try to reply to you as soon as possible.

About weight:

https://www.superbuy.com/en/page/help/#p5_29_helpId17

PC: Please view details of shipping fee and amount of the fee difference via User Center→My Parcel→Parcel Details.

APP: Please click actual payment/refund for payment difference to view details of shipping fee and amount of the fee difference at the parcel detail page.

PC: Please apply for customs clearance certificate and fill in your requirement via User Center→My Parcel. After we finish the certificate, you can view it by clicking View Customs Clearance Certificate at My Parcel. If there is any special requirement that the system could not meet, we will email you.

App:

1. You can request for the proof of customs clearance from the "Delivered/Reviews" list or the "Package Information".

2. You can view the proof of customs clearance in the “Delivered/Reviews” list or the "Package Information" after your request is processed.

Customs clearance usually takes 3 – 5 working days. The maximum time needed for customs inspection is 45 days. Since customs do not accept us to handle clearance for you, please contact the local customs yourself by phone or email if it takes longer than usual. When the customs contact you for clearance, please cooperate with the authorities. Otherwise, the parcel will be returned. For some lines, the shipping fee of such returns is 3 to 5 times higher than the original. The recipient will bear the cost of such returns. Therefore we suggest you to work with the customs.

If you need phone number of local customs or have difficulty reaching them, please contact us. We will provide the contact information to you as soon as possible and ask the logistics provider to assist you.

Please check if the seal or the parcel itself is damaged, and take pictures of the parcel from all sides. Send us the picture and tell us the order number involved so that we can address the problem. We regret for any inconvenience caused to you.

Get help for product issues:

https://www.superbuy.com/en/page/help/#p51_54_helpId31

Usually, we suggest users to refer to the local tax threshold and declare an amount slightly lower than the product value. However, we do not suggest users to declare a low price for high-price products, because customs may tax the item heavily if they think an expensive product is under-declared. If customs requires value certificate of the item, we suggest you provide it and declare according to its actual value. For any other question, please contact us anytime.

Tax threshold of different countries and our suggestions:

https://www.superbuy.com/en/page/help/#p5_30_helpId41

Due to the particularity of international logistics, some parcels may be inspected and determined unsuitable for export by customs, in which case the parcel will be returned. We regret that if it happens to you but we have no right to interfere with customs operation.

After the parcel is returned, we will refund you the shipping cost and notify you via website message. You could try to send it again via the original line and alternative ones.

If you parcel is not verified or is in processing, you can cancel it and submit a new one.

If your parcel is being arranged for warehouse exit, packing, or packed, please contact our online customer service as soon as possible. Our customer service agent will notify the warehouse to cancel your parcel, after which you can submit a new one with added items.

If your parcel is shipped, we are sorry we could not stop the delivery. You can contact us and we will try to contact the logistics provider for you, but there is no guarantee for successful withdrawal. (EMS/SAL/EUB do not withdraw parcels.) Please note that even if the parcel can be withdrawn, the time needed will be much longer than the normal delivery time (usually one week to one month), so we suggest you avoid doing so. For any other question, please contact us anytime.

PC: After you submit a parcel and choose a logistics line, value-added service will be available on the page. You can click to choose the ones you need and specify your requirements.

APP: After you submit a parcel and choose a logistics line, value-added service will be available on the page. You can click to choose the ones you need and specify your requirements.

For any other question, please contact us anytime.