- 1Browse
- 2Buy
- 3Warehouse
- 4Submit parcel
- 5Pay shipping
- 6Delivered
- 7Confirm Receipt
Superbuy help, member scheme terms and frequent questions
Where to reach Superbuy, seventeen terms from the member scheme explained, and short answers to the questions the help centre leaves scattered.
Buying questions before and after the first payment
Do I pay everything when I order the product?
Normally there are two stages: the goods and applicable domestic charges first, then international shipping after warehouse arrival. Optional services, payment conversion and destination charges can add to the total. A coupon on shipping does not remove those other costs.
What can warehouse photos tell me?
They show the received item’s visible condition, variant and labels. Compare them with your saved listing, and ask for a ruler measurement or extra angle if needed. Standard photos are not proof of authenticity, material composition or electrical safety.
Can I return an item after it arrives at the warehouse?
Acceptance depends on the seller, item condition, order type and the request window. Public articles use different start events; ask about the specific order promptly rather than assuming the longest period. Secondhand purchases normally have restricted returns, but a seller-agreed exception may exist. Obtain acceptance and the costs before acting.
How long can I combine items in storage?
Normal purchasing and forwarding items have 90 free days from Arrived in Warehouse. Days 91–180 are charged at CNY0.1 per DI per day. Eligible extensions have separate prices and conditions. Abnormal parcels with incomplete information can have a 60-day limit from receipt and no reminder. Check each item’s account deadline.
Who can change an order or resolve a payment issue?
Use Superbuy’s order or parcel support entry and provide its number, the relevant message and dated evidence. This independent guide does not access your account, take payments or approve refunds. Avoid posting an address or payment record publicly.
Superbuy's own support channels
The Superbuy help centre is the source for everything on this site. Online chat runs from 09:00 to 18:00 Beijing time, seven days a week, and VIP5 and VIP6 members are served first when logged in.
By email, [email protected] promises a reply within two working days. There is a hotline, +86 19986924711, which is not toll-free, and an address for the chief executive, [email protected], offered for problems that ordinary channels did not solve.
For a member scheme question, give the parcel number and a screenshot of my growth record or of the checkout panel. Questions about a single parcel are much faster to answer with those two items.
Member scheme terms in plain English
A short glossary of the member scheme, plus the photo-check shorthand buyers use. The help centre uses several names for some of these, and the same name for different things in places. These are the meanings this guide uses throughout.
- Growth value
- The level counter. One unit per yuan of international shipping actually paid, added when you confirm receipt. Never spent.
- VIP level
- VIP0 to VIP6, set automatically from growth value. Decides the member shipping discount and the size of several gifts.
- Confirm Receipt
- The action that marks an international parcel as received. Parcel status afterwards: Confirmed Receipt.
- Member shipping discount
- A percentage taken off the international shipping fee at checkout, from 1% at VIP1 to 10% at VIP6.
- Shipping discount coupon
- A coupon worth a percentage of the shipping fee, applied after the member discount.
- Shipping price-off coupon
- A coupon worth a fixed amount once the discounted shipping fee reaches its minimum.
- Monthly coupon
- A price-off coupon issued to VIP1 and above on the first of each month since 1 September 2025, valid 30 days.
- Credits
- Spendable points. 100 credits equal CN¥1 off shipping, used in multiples of 100, up to a tenth of the fee.
- Shipping discount code
- A code that, according to help 1450, cannot be used together with credits. Not separately defined in the help centre.
- Exchange Zone
- The part of Credit Rewards where credits can be swapped for shipping coupons.
- Upgrade gift
- Credits plus a no-minimum shipping coupon valid 180 days, issued automatically after each level upgrade.
- Birthday gift
- Credits and a percentage shipping coupon issued on the first day of your birth month, plus optional cards.
- My growth record
- The history of growth value entries on the VIP detail page, reached from the level icon in User Center.
- Parcel
- An international shipment you submit from the warehouse. Coupons, the credit cap and growth value all work per parcel.
- DI
- The operator's unit for one item in the warehouse; storage and some services are priced per DI.
- QC, GL and RL
- Buyer shorthand: QC is the warehouse photo check; GL (green light) means the photos look right and you will ship; RL (red light) means you will ask for a return or exchange.
- Customs clearance fee
- A separate line at checkout. Not reduced by the member discount and excluded from coupons and the credit base.
Short answers on levels, coupons and credits
Each answer below is drawn from help articles 1428, 1429, 1449 and 1450 as read on 16 October 2026. The summary card beside this text gathers the numbers that come up most in those articles.
Does buying more products raise my level
No. Growth value counts only the international shipping you pay and then confirm. Item prices, service fees and storage do not count.
I received my parcel but my growth value did not change
Check that you confirmed receipt, that the parcel went outside mainland China, and look at my growth record on the VIP page. Parcels returned by customs or lost earn nothing.
Can I lose a level
Help articles 1429 and 1449 describe no downgrade, reset or expiry of growth value. They also do not rule one out explicitly.
Can I use a coupon and credits on the same parcel
Yes. Credits combine with the VIP discount and with a shipping coupon. They do not combine with a shipping discount code.
Can I use two coupons on one parcel
No. Help 1428 allows one shipping coupon per international parcel.
Why did my monthly coupon not apply
From VIP2 up the monthly coupon needs CN¥200 of shipping after the member discount. A fee slightly above CN¥200 can drop below it once the discount is taken off.
How many credits can I use
Up to a tenth of the shipping fee, rounded down to a multiple of 100 credits. Customs fees and value-added services are left out of the base.
When do my credits expire
At the end of the year after the one in which they were issued. Expired credits are voided automatically.
Do credits come back if a parcel is returned
If you cancel the parcel, or Chinese customs or security screening returns it, yes. If destination customs returns it, no.
Does Confirm Receipt end my right to claim for damage
The help centre does not say so. Claim windows in help 148 and 1399 run from the carrier's signature or dispatch, so confirming early or late does not change them.
Does the birthday month double credits as well
Help 1449 doubles growth value for parcels submitted in your birth month. Help 1450 mentions no birthday multiplier for credits.
Is there a paid membership
One returns clause (help 1441, repeated in help 145) mentions Prime members. The operator has published no page describing that membership, its price or its benefits.
Something here out of date or wrong: tell us.