Customer Service

Frequently Asked Questions

I have not received my order. What can I do?

You may try following methods to resolve the problem:

Method 1Track the parcel to know the shipping status
Note: Invalid tracking number may be resulted from the late update of the shipping status. In this scenario, you may contact the seller to check.

Method 2Contact seller for more info. or open a dispute to get refund. Make sure you open the dispute before the Buyer Protection period ends.
Method 3: If the Buyer Protection period has ended already, please contact our Customer Service Team.

How do I cancel an order?

We understand you are concerning about current Coronaviruses in the world, but please don’t worry about your shopping. You may refer to latest clarification of WHO that packages from China are not at risk of contracting Coronaviruses since the virus do not survive long on objects. Please rest assured of the safety of our packages.

You can submit cancellation request if order status is “Awaiting Shipment”.

Please click [Cancel Order], select a reason for cancellation, then [Submit] the request.

If the seller does not respond, the order will be automatically closed after 72 hours;
If the remaining time of the preparation period is shorter than 72 hours, the seller needs to respond within the remaining time of the preparation period, otherwise the order will be automatically closed.

If seller refused the request, please get in contact with the seller to reach an agreement (seller might have been preparing the shipment, thus, the cancellation will bring him/her loss).

Notes:

1. Order shipped from outside China cannot be cancelled. You may try to contact seller for help.

2. The order will be cancelled automatically if seller fails to ship goods in due time.

3. You might consider selecting “Other reason” / “I don’t need this order anymore” to get seller’s cooperation on cancelling the order (seller will be punished when the order is cancelled on their account).

4. If seller have sent goods out, but you haven’t received your order or you are not satisfied with the product you received, please get in touch with the seller first to try to come to a solution. If that doesn’t work, you can apply for a refund by opening a dispute before the Buyer Protection has ended.

I have not received my refund. What can I do?

The method of the refund relies on the method of the payment. For instance, if you used credit card to pay, the refund will be processed to the same card with which the payment was made.

Generally, the refund will be received in 3-20 business days.

How do I open dispute?

The orders on dropbuyexpress are protected by Buyer Protection. If you haven’t received your order or you are not satisfied with the product you received, please get in touch with the seller first to try to come to a solution. If that doesn’t work, you can apply for a refund by opening a dispute before the Buyer Protection has ended.

This is the method for you to open a dispute:
1. Find the order under My Orders – All Orders. Click View Detail to see the order details.
2. Click Contact Seller to contact the seller, or Open Dispute to apply for a refund.

3. You can choose between two options for the dispute: Return Goods – this means that you want to return the item and apply for a full refund, or Refund Only – this means that either you did not receive the item and you’re applying for a full refund or you did receive the item and you want a partial refund (without having to send the item back).

4. You’ll be asked to answer a few questions about why you want to open a dispute. Please fill in the form and submit it.

During the dispute process you can discuss the refund terms with the seller. If you and seller can’t come to an agreement, we will step in and help. During this time, you are still free to negotiate a deal with the seller. You can choose to accept the seller’s or dropbuyexpress’ proposal. After this, the dispute process is finished, and your refund will be processed.

Why was my order closed?

If you find your order has been closed after payment, it is most likely caused by the following reasons:

1. Seller send goods timeout

The seller failed to ship your order within Processing Time.

For remaining days of processing time, please refer to the countdown on your order detail page.

Refund: you will receive refund within 20 working days

For more detail about refund, please refer to : When will I receive my refund?

2. Order cancellation

The seller has agreed on your cancellation request.

You can submit order cancellation request before the seller ships your order, if the seller does not respond in 72 hours, the order will be automatically closed.

Refund: you will receive refund within 20 working days

3. Security reason:

In order to ensure the safety of your payment, dropbuyexpress will execute a verification process for every order. Some orders may be closed due to potential security reasons, including but not limited to:

Scenario A: Coupon/discount has been used already by the same user. Please exclude coupon/discount for ordering again.

Scenario B: Incomplete information of order. Please input complete name information for ordering again.

Refund: you will receive refund within 20 working days, but some banks would hold this payment in this situation, you are advised to contact the bank.

You are always able to check the closed reason in your dropbuyexpress account: [My Orders] page and click [View Detail]:

Shipping & return issues you may concern due to Coronavirus?

It’s been a challenging start of a new year, we would like to thank you for being with us. For questions about Coronavirus you may concern, please refer to below Q&A.

1, Q. Will the shipment of dropbuyexpress packages be affected during Coronavirus outbreak?

A: Orders will be delayed due to Coronavirus outbreak, it may take more time for the order delivery, kindly suggest you wait in patience.
And, we have confirmed that delivery has been affected in the following countries:

1) Saudi Arabia:

Seihat, Anak, Qatif, Tarout and Safwa are now on lockdown by the authorities.

Parcels carried by dropbuyexpress Direct channel can only be picked-up at temporary pick-up point. Please contact Naqel by 00966-920020505 to make a reservation one day in advance.

Address of pick-up point: FrozenCups Yogurt & Café, Uhud Rd, Alqal’ah, Al Qatif 32637.

Parcels carried by other channels cannot be delivered at the moment, you are suggested to wait patiently for the delivery to be resumed.

2) The United Arab Emirates:

Orders carried by dropbuyexpress Direct channel to The United Arab Emirates will be delayed by about 20 days in current situation, please wait patiently. If your package is not received when the guaranteed delivery time is over, you can open a dispute to request refund.

3) Italy:

Currently, no city is closed in Italy, but contactless pickup will be adopted in the ways as follows, you may check your mailbox more frequently.

* The mail will be stored in the mailbox and signed by the postman

* If the recipient is not in or refuses to accept the delivery in the mailbox, the postman will leave a notice in the mailbox, the recipient can pick up the mail package from the post office

* Packages rejected by the recipient will be returned to the sender

4) Spain:

As Lgualada、Vilanova del Camí、Santa Margarida de Montbui are now on lockdown by the authorities, packages destined for those cities will not be delivered. The impact is expected to last until March 27. Your package will be held at the Barcelona distribution center until delivery is resumed.

You could find latest tracking information via https://www.correos.es/.

From Mar 20th to May 15th, Corroes has temorarily suspended international parcels to cope with coronavirus outbreak. The tracking information may be stuck at custom clearance phase and the delivery will be resumed depending on Correos’s policy.

5) Israel:

Due to the flight suspension, the delivery of packages sent after January 10th will likely be delayed by 20 days. If you do not receive your package after the automatic confirmation of receipt, please open a dispute. We will check the package status and further process.

6) Moldova:

As all the logistics channel stopped from March 23, parcels carried cannot be delivered at the moment, you are suggested to wait patiently for the delivery to be resumed.

2, I cannot return the goods due to Coronavirus. What should I do?

1) When you get a solution for ‘Return & Refund’ in dispute, but cannot manage to return the goods due to Coronavirus from Feb 1st, you could try to return it when the logistic is recovered. And contact Customer Service for refund with the evidence which could indicate that your returned goods has been delivered. Then we will check the information and help you solve the issue as soon as possible.

2) When you and seller make an agreement about ‘Return & Refund’, but cannot manage to return the goods due to Coronavirus from Feb 1st, you are suggested to negotiate with the seller about returning the goods later. When you and the seller make an agreement, you could try to return it when the logistic is recovered. And contact the seller for refund with the evidence which could indicate that the returned goods has been delivered. Then the seller will check the information and help you solve the issue as soon as possible.

Tips: The returned goods need to be unused, unwashed and in their original condition – complete with the original packaging, tags, etc.

3, Q: Why did the estimated delivery countdown time or buyer protection time extend to 90 days?

A: The delivery time of the in-transit orders shipped from Mar. 1st will be extended another 15-30 days due to coronavirus outbreak, the total estimated delivery countdown time / buyer protection time is extended to 90 days.

We will extend the reception countdown to ensure your order reception and payments. If not received then, you can open a dispute to apply for a refund.

Kindly suggest waiting in patience and we apologize for any caused inconvenience. Your understanding will be highly appreciated!

4, Q: Since the processing time of all stages and estimated delivery time coule be extended, can I extend the protection period of the order?

A: Since the order delivery time might be delayed on those days, you can negotiate with seller to help you to extend the guarantee delivery period of your order.

5,Q: My order has not been shipped yet. I am a bit worried. I want to cancel my order. What should I do?

A: Dear customer, please don’t worry about your shopping. You may refer to latest clarification of WHO that packages from China are not at risk of contracting Coronaviruses since the virus do not survive long on objects. Please rest assured of the safety of our packages.

If you do not want to receive the order any more, you can request to cancel it on order detail page. Please kindly wait for the seller to respond, If the seller does not respond within 72 hours, the order will be automatically cancelled.

6,Q: My order has been sent out. I am a bit worried. I don’t want it anymore. What should I do?

A: Please note that the package of the order is in transit and it could not be cancelled now. If you do not want it, you may try to return the package before its acceptance. When the package was on its way back to the seller, you can open a dispute for a refund.

Besides, please don’t worry about your shopping. You may refer to latest clarification of WHO that packages from China are not at risk of contracting Coronaviruses since the virus do not survive long on objects (link available at: https://twitter.com/WHO/status/1223532656778010624?s=19). Please rest assured of the safety of our packages.

7,Q: I have received my order, but I am a bit worried. I do n’t want it anymore. What should I do?

A: Please open a dispute to raise a return request. After opening a dispute, you are generally entitled to 14-day product return period if the dispute fails. In this case, please be aware, you may need to cover the returning shipping fees.

Please don’t worry about your shopping. You may refer to latest clarification of WHO that packages from China are not at risk of contracting Coronaviruses since the virus do not survive long on objects . Please rest assured of the safety of our packages.

8, Q: What is the status of the coronavirus outbreak in China now? Is it under control? Is the country or platform taking actions?

A: Thank you for the enquiry, please refer to the official announcement of WHO and other authorities.

More Question

Why does it show "Delivered" when I haven't received the parcel?

The carrier is distributing your package now. Please wait in patience or check with local post offices or the carrier in the destination country.

  1. Contact information of the local post officein some countries:
Country Contact
Russian Federation (+7 495) 744 55 44
Mexico (+52 55) 53 85 09 67
United Arab Emirates (+971) 600599999
Saudi Arabia (+966) 920001144
Italy 803160 (green line for land-line telephones)
Brazil 0800 725 0100
Ukraine (+380 44) 235 33 81
Spain 902197197
Poland (+4822) 548 15 06
France 0969 391 391(Chronopost); 0825 878 888(Coliposte)
Chile 600 950 2020; 562956 0303
Turkey (+90 212) 337 10 30
America (+1 800) 222 1811
  1. Information of the carrierin the destination country, you may check the tracking number through https://global.cainiao.com/. And then click the highlighted place to visit their official website, where you will be able to find their contact information.

You may also concern on following questions:

I have not received my order. What can I do?

When will the seller send out the order?

After successful payment, the seller will be preparing the shipment and send the goods in due time. If the shipment is not completed in the required time on the order page, dropbuyexpress will close the order and return all the funds to you.

Below is where you can see the countdown of the shipping time:

Mostly, sellers will complete the shipment process in 7 business days. The order status, then, will change to “The seller has shipped your order”.

If you don’t want this order anymore, you can click “Request Order Cancellation” to submit cancellation request. For detail information, please refer to: How do I cancel an order?

For cancellation request initiated after 00:00 (China time) on March 16, 2020:

If the seller does not respond, the order will be automatically closed after 72 hours;
If the remaining time of the preparation period is shorter than 72 hours, the seller needs to respond within the remaining time of the preparation period, otherwise the order will be automatically closed.

If seller refused the request, please get in contact with the seller to reach an agreement (seller might have been preparing the shipment, thus, the cancellation will bring him/her loss).

How do I know whether my order has been shipped?

To check whether your order has been shipped, you can go to Visit “My Orders” , Find the order, and check the order status.

1. Awaiting Shipment: Seller has not yet shipped it. You may wait for the shipment or contact him/her to get more information.

2. Awaiting Delivery: Seller has shipped the order. You may check the tracking status and wait for the delivery.

What will happen if seller fails to ship order on time?

After successful payment, the seller is required to prepare the shipment and send it in due time. If the shipment is not completed in the required time on the order page, dropbuyexpress will close the order and return all the funds to you. And you will receive the refund in 3-20 business days.

Important Information

When will I receive my refund?

Usually, it takes 3-20 business days, varying with different banks, for buyers to receive the refund after the refund is successfully processed by dropbuyexpress.

You may check the order details to confirm whether the refund has been successfully processed:

Please wait 3-20 business days to check the bank statement. And if, after carefully checking the bank statement or bill, you still have not received the refund after 20 business days, please do not hesitate to contact our customer service team.

I have not received my credit card refund. What can I do?

Step 1. Please check if it has been 20 business days after refund is successfully processed by dropbuyexpress. If not, please kindly wait, for it takes 3-20 business days, depending on your bank, for the funds to be received.

You may check the order details to confirm whether the refund has been successfully processed:
Step 2. Check the bank statement from 2 days before the payment was made to 20 business days after the refund was successfully processed.

For instance, if payment is made on 2019.05.10, you will need to check the bank statement between 2019.05.08-2019.06.07. Because some banks present the refund on or around the date of payment as below:
Step 3. If there is still no refund in spite of all the above checkings, please contact our live chat for more information.

I got error for payment. What can I do?

Payment errors are resulted from payment failures. You may contact support for more details.

Why did I fail to place the order?

The products in your shopping cart is/are not available for order.

  • Due to system upgrade, some items might not be available for ordering currently. Please select other items instead.

This product is sold out or the seller discontinued selling this product

  • Due to product setting in system with limitation for user to place order, this item might not be able for ordering currently. Please try to select other similar items for ordering if possible.

Please update your address in order to be able to place an order.

  • This error might be resulted from incomplete address information Please check if there is any missing information in your shipping address.

How do I deactivate my account/release my email?

Please deactivate the account/release the email as followed steps:

Step 1: Sign into the account, visit [My dropbuyexpress] – [Account Settings] – [Edit settings], and click [Edit Member Profile].

Step 2: Find [Deactivate Account] as below and click it.

Step 3: Confirm below information and submit.

Note:

1. Deactivating your account doesn’t mean deleting your account. It will only block the login access of your account

2. You may decide whether to release the email from dropbuyexpress with option on “Release my account at the same time”.

3. If you want to delete the account completely, please go to below link for more information: https://dropbuyexpress.com/privacy

I have forgot the password, how do I retrieve password of my account?

If you have forgot the password to log in the account, please follow the steps to retrieve password.

1, Please click [Forgot Password?] to enter into the Identity Verification page.

2, Please enter the login id of the account, finish the image validate code, click the button [Submit] to start verification.

Please make sure that you have input the right email address or member ID.

3, We offer different verification methods for you to verify the account. If you choose Phone verification, please enter the verfication code received by SMS, then click the button [Submit].

 

You can change to Email verification by clicking [Try a different verification method], you can also contact the Customer Service Team to finish the verification.

* If you did not receive your SMS verification code, please notice that:

1) Your text code may take up to 10 minutes to arrive (depending on your local mobile operator), please do not repeat clicking.

2) Network anomalies may cause loss of messages, please re-submit request or try again later with different browsers or with browser cookies cleared.

3) Please check if your mobile phone is out of service or blocking our messages or message inbox is full.

4) You may also try to move your SIM card to another mobile phone and try again.

4, You will be redirected to set a new password online.

I am not satisfied with a dispute result. What can I do?

Please Click Dispute Finished button to enter into dispute detail page, and there is judgement information by clicking dropbuyexpress ‘ Judgement Details.

If your dispute was closed by our Case Management Team but you are not satisfied with the result, you are can click Appeal to appeal the result within 7 days of the case closing.

Please note:
1. After submitting your appeal, it can take up to 7 days before you get a result.
2. You can only appeal your case up to 7 days after receiving your dispute results. If you miss the deadline, you can contact our Customer Service Team.

How do I cancel a dispute?

If you have reached agreement with seller, would like to cancel the dispute, please follow the steps below:
Step 1: Sign into My Orders and locate your order.
Step 2: Click Dispute in Progress to enter into Dispute Detail page.
Step 3: Click the Cancel Dispute button, and the Submit button to confirm cancellation.
Please note that if you cancel a dispute and the Buyer Protection period has ended, the payment will be released to the seller and you cannot open dispute again.

Can not find your answer?