Help
Where to ask, and who can answer what
Two different things get called support here and keeping them apart saves a lot of time. The help centre answers questions about how the service works, and it is the only thing either of us can point at. Customer service answers questions about your order, and we have no access to that at all.
Everything on this site is the first kind. If you have an order number, the help centre is still the right first stop, because the after-sales section tells you which route your particular problem goes down.
Three letters you will meet before you meet an order
None of these come from Superbuy. They are forum shorthand and you will trip over them long before anything reaches a warehouse.
QC is the quality check: the photographs taken of your item after it lands and before it flies. GL and RL stand for green light and red light, the verdict other shoppers give after you post those photographs and ask whether to ship or send it back. Be clear what that verdict is worth: strangers looking at the same four pictures you are looking at, with no more information. Good for catching the obvious, useless for anything subtle.
Two more that save confusion here specifically. A haul is one parcel carrying several orders, which is the entire reason this site exists. A batch is a seller word for a production run, written by the seller and verified by nobody.
Frequently asked questions a first haul actually raises
Answered from the agent’s own published pages where one exists, and marked as our reading where it does not.
Does combining actually save money, or is that just a slogan?
It saves on the fixed part of international freight, which is charged per parcel rather than per item. Whether it saves overall depends on whether the combined box crosses a weight band or a volumetric threshold. That is exactly what the calculator is for.
How long can I leave things in the warehouse?
Superbuy states 90 days free from arrival, then 0.1 yuan per item per day, to a maximum of 180 days, after which an item with no shipping order and no response is treated as abandoned and disposed of. Read 2026-10-10.
Is the packing free?
Standard packing is. The eleven priced lines are optional extras on top of it, and so are the removals, except the removals are free as well. The menu.
What is a first weight unit?
The minimum weight a parcel is charged for. Anything under it is billed as if it were that weight, anything over is billed by what it measures. Superbuy explains it on its freight page.
Why did my parcel get heavier after packing?
Because it is billed on the greater of real weight and volume weight, and volume weight is length times width times height over 6,000. The box you added is part of the parcel.
Can I split a parcel after it is packed?
Not as an undo. Superbuy states that an over-weight parcel cannot be submitted and has to have items removed and be resubmitted, which is the version of splitting most people meet first.
What if something is wrong at the photo stage?
Deal with it then. Superbuy states a cancellation on an In Progress order is processed within 24 hours, an Ordered order is checked with the seller within 48 hours, refunds are issued 4 to 10 days after the platform refund arrives, and a return is confirmed within 48 hours with the refund completed within 15 days.
Who do I contact about my actual order?
Superbuy, not us. We have no access to any account. The help centre after-sales section is the route.
Next step.
- Checks and photos is the stage most of these questions are really about.
- What changed is where we log it when one of these answers stops being true.