Hoobuy help center

Where to get help

For a purchase, payment, warehouse or parcel action, use Hoobuy’s order thread or help centre. Include the order or parcel number, the exact problem and the action you need: confirm an option, add a photo, decide a return or enquire about tracking.

For using this guide, start with the search instructions or the terms below. This website cannot change a Hoobuy order or access your payment.

Buying problems

The imported option or price is wrong

Compare both selected variants. Ask Hoobuy to confirm the exact option before purchase; do not approve a substitute just to finish checkout.

Paid, but the seller has not dispatched

Check order messages. Ask whether the purchase is complete, when the seller expects to dispatch and what cancellation options remain.

An item is out of stock

Choose between cancelling, waiting or an explicitly agreed alternative. For a refund, check whether it goes to your balance and how withdrawal works.

Warehouse photos and returns

A seller’s delivered scan can come before warehouse check-in and photography. Match the domestic tracking number to the order, allow the stated processing period, then ask about a missing item or photo record.

For a QC problem, send the order number, selected option and one photo showing the mismatch. Ask for a clear next action: a label photo, a measurement, a missing accessory check or a return request. Confirm any paid photo service before adding it.

Order [number], black size L. The tag in the warehouse photo appears to show M. Please check the size and hold this item while we arrange a replacement or return.

Hoobuy fee breakdown

At purchase, you pay the goods and domestic shipping through the agent. Any service fee for buying the item or payment charge should be included in that checkout breakdown. Optional warehouse work may add charges later. The international parcel has its own payment; check whether the selected route includes or excludes destination taxes and handling.

Purchase

Item price, seller-to-warehouse delivery and applicable payment or purchase charges.

Warehouse extras

Optional measurements, extra photos, storage or return postage if needed.

International parcel

Shipping, chosen packaging and other parcel services; consider destination taxes or handling under the route terms.

Currency and exchange rates

Product amounts are commonly quoted in CNY. When you fund or pay for a purchase from another currency, check the conversion and payment charge shown in that checkout. Your payment provider may add another charge. Currency movements can change the cost between budgeting and paying.

To compare conversion, divide the final amount charged in your payment currency by the CNY you receive. If an illustrative 60 USD debit gives 400 CNY, the effective cost is 0.15 USD per CNY. Use your actual checkout figures, including fees.

Tracking or delivery issues

If only a label exists, check whether Hoobuy has handed over the parcel. If tracking pauses later, look for a local carrier number or customs message. Send support the parcel reference, last scan and date, and ask what update is expected next.

For damage or missing pieces, keep the outer packaging, label and photos of what arrived. Follow the parcel’s claim procedure and deadline.

QC, GL, RL and shopping terms

QC

Warehouse inspection or photos of your item.

GL / RL

Community shorthand for accepting or questioning visible details. Ask which detail prompted the verdict.

Consolidation

Putting eligible warehouse items into one parcel.

Volumetric weight

A size-based weight some routes use when pricing bulky boxes.

Frequently asked questions

Shopping precautions before you pay

• Check the selected variant and unit: a low displayed price can be a deposit, accessory or different size.
• Ask about batteries, liquids, fragile goods and other item restrictions before buying.
• Leave money for international delivery; the purchase payment does not settle the parcel.
• Save the size chart and seller’s answer, then resolve a material QC mismatch while the item is still at the warehouse.
• Read storage and return deadlines while waiting to combine items; keep packaging and labels for any delivery claim.