Help, vocabulary, and when another agent is the better door
Where to ask Superbuy and how fast it answers, the words you will meet on the order screens, ten questions answered from policy, and the cases where a different agent is the better door.
Contact
Need help: the four addresses and what each is for
Live chat is open every day of the week, 09:00 to 18:00 Beijing time, from the help centre and the app. The service email is [email protected]; [email protected] is for business cooperation only; [email protected] takes reports from buyers and rights holders. The fourth is [email protected], which the help centre promises will be answered within two working days if you include the order number or your username. The hotline, +86 19986924711, is not toll-free. help centre contact, help, read 2026-10-10
For an order problem, the order's own enquiry thread reaches the buyer handling it and is faster than any email, and if the problem is a Pending confirmation then the after-you-pay page says what it is asking for. For something that goes wrong after delivery, the after-sales application lives under My Parcels and wants photos of the box, the label and the item; the operator lists the required documents per issue type. If something goes wrong with this site, the about page has the editor's address.
Vocabulary
Glossary: order-screen vocabulary, and the forum slang that is not a status
Terms explained in the order you meet them. The operator's own vocabulary comes first, then the forum shorthand that is not a status anywhere. Where a term belongs to one door, the doors page has it in context; where it belongs to a price, it is on the costs page.
- DO
- One purchasing order on Superbuy. Order-level add-ons such as Speedy Response are priced per DO.
- DI
- One stored item line. Storage, re-inspection and the second-hand fee are priced per DI.
- Capture
- The operator reading a listing's colours, sizes and price by itself; when it fails you get the manual form.
- Pending confirmation
- The buyer needs an answer from you; the order waits until you give it.
- Clear Balance
- The real price exceeded what you paid; a supplement must be paid before the buyer continues.
- Stored in warehouse
- The item passed the 24-hour check and sits on a shelf; the 90 free days are counting.
- QC
- The warehouse inspection. Free scope: style, quantity, colour, size, model, obvious damage; three photos.
- GL and RL
- Shopper slang on forums: a GL (green light) means a find arrived as expected, an RL (red light) means it did not. Neither is an operator status.
- W2C
- Forum shorthand for "where to cop": a request for the link behind a photo. A catalogue card answers it; this site tells you what the link becomes.
- Mid-market rate
- The exchange rate banks quote each other, and the number a currency converter shows. Any agent converts at its own rate, and the gap between the two is a cost that appears on no invoice.
- 160/68A
- A Chinese clothing tag: 160 is height in cm, 68 is bust or waist, A is a regular cut (B larger, C extra large, Y smaller).
- 29W x 30L
- A jeans tag in inches: waist 29, inseam 30; S, R and L mark shorter, regular and longer legs.
- TrustPass
- A 1688 supplier badge the operator tells you to look for before ordering wholesale.
- Minimum order
- The 1688 wholesale threshold; below it the order is judged invalid.
- Expert Sourcing
- A paid search by a bilingual buyer when you have no link, or need a customisation or a limited edition.
- Shopping Enquiry
- A CN¥9.9 question to the seller about weight and size so the warehouse can estimate shipping before you buy.
Ten questions the doors keep raising
Every answer below follows a published rule: help centre 1441, 1205, 14, 162, 135, 42, 1442, 196, 1201, 1467, read 2026-10-10
Can Superbuy buy a find that is not on Taobao?
Yes, by a different door. Weidian, Yupoo, JD, 1688, Vipshop, Amazon, Dangdang and Yihaodian sit in the same free row as Taobao. Anything else goes through the manual form at 10% (CN¥10 to CN¥20), second-hand platforms through the second-hand door, and a find with no link at all through Expert Sourcing. Virtual goods are suspended.
Why did the buyer say the item is out of stock when the page showed stock?
Sellers do not always update inventory. The buyer asks the seller before paying, and the seller's answer is final. The order is withdrawn and the money returns to your balance at the rate you paid.
How long between paying and seeing the item in My Warehouse?
The operator publishes five windows: up to 6 hours of review, 24 hours to purchase, 3 to 7 days for the seller, 3 to 5 days in transit, 24 hours of inspection. Adding them up is arithmetic done here, not a figure the operator quotes, and it comes to roughly eight to fourteen days when nothing stops the clock; a Pending confirmation or an additional payment pauses it until you act.
What does Pending confirmation mean?
The buyer needs information from you. Before purchase it is usually a risk note about the item or platform; after arrival it is an exception found at the warehouse. Go to Action Needed and reply; until then the parcel cannot be submitted.
Can I change the size after I ordered?
If the seller has not shipped, the buyer asks the seller and tells you the result. Once shipped, wait until the item is stored and request an exchange from the order; with no quality issue, you pay the shipping both ways.
Is there a free return?
One free return or exchange operation per calendar month, within 5 days of storage, if the item is unused and resellable. Shipping both ways is yours when nothing is wrong. Second-hand orders have no return, and the Expert Sourcing fee is not refunded once the item is stocked.
What do I write for a pre-sale find?
For a full-payment pre-order, the expected ship date. For a deposit pre-sale, the line "Acceptable deposit non-refundable risk", then a second order for the balance carrying the deposit order number so the same buyer finishes it.
Does the warehouse check that the size is right?
It checks the size written on the tag against the order. It does not measure the garment unless you buy a detailed photo with a tape, and size discrepancies are listed outside the free inspection.
Can I know the shipping cost before I buy the find?
Use the operator's shipping calculator with the seller's weight, or buy a Shopping Enquiry (CN¥9.9) and the buyer asks the seller for the weight and dimensions and the warehouse estimates routes. The final charge is settled on the measured weight after packing.
How does this site make money?
Some links to Superbuy carry a partner code; if you register through one we may earn a commission. It changes nothing about the prices you pay and nothing about what is written here.
Why, and why not
Where this agent fits, and where another one fits better
Answer it by door, because that is the thing that varies. Doors one and three, the captured link and the 1688 order, are where this agent is at its strongest. They cost nothing to pass, the processing windows behind them are published to the hour, and the inspection you get is written down with its exclusions named. If your finds come off Taobao, Tmall, JD or a 1688 shop, there is very little here to improve on, and the extras that matter at volume are already running: a dropshipping arm, an affiliate programme with published bonus tiers, a direct-to-CEO email channel, a published list of delivery lines, sourcing across the main Chinese platforms, with payments by Wise, international cards, Alipay, WeChat Pay and UnionPay. help centre aboutus, home, read 2026-10-10
Door six, forwarding, is the quiet one worth knowing about. Not every agent will take a parcel you bought yourself; this one will, and it charges nothing to purchase because it purchases nothing. If you already hold a Taobao account, that door alone can be the reason to keep an account here.
Door five is where to pause. Expert Sourcing is 10% with a CN¥15 prepayment, refunded if the search fails, and its clock is a person's working week rather than a published window. Before paying it, weigh it against asking someone you know in China, or against finding the item on a platform door one already covers.
Two reasons to use a different agent entirely. If currency is your main cost rather than fees, agents with a smaller markup were in the same comparison on 2026-10-02, some under 2%, and on a large order that gap outweighs any amount of free storage here. And if you need a device actually tested, no door here does that: the paid power-on check covers appearance, indicator lights and whether it switches on, and the policy says in the same clause that it is not functional testing. An agent that promises more should be made to write it down before you pay.
Other agents
Other shopping agents, read as a set of doors
Other shopping agents you will see named in the same forums run the same two payments, and differ in four places you can actually measure. The service fee on the standard platforms: zero at all but two of the 34 agents measured on 2026-10-02. The exchange-rate markup: +0.4% to +18.1% across that same set, which is the widest of the four. Free storage: 60 to 300 days in the set, which decides how long you can wait for a second find before consolidating. And the inspection scope, where the question is not what an agent promises to check but whether it publishes what it will not. Choosing an agent comes down to which doors it opens and what it prints about each one, and the agent that prints all of it before anyone asks is the one you can actually check.
Two shortcuts, both door-shaped. Ask which of the six doors an agent actually runs: plenty will take a Taobao link and refuse a find with no link at all, and an agent with no forwarding door cannot help with something you already bought. Then ask what each door costs there, because an agent that quotes one service fee for everything is pricing an average, and you will be on one side of it or the other. The operator's Expert Sourcing page in the picture is a reminder that the extra doors are also a point of comparison: not every agent will buy a find that has no link.
