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[Important] Taobao 11.11 - Anouncement

Published at 2 years ago

Just a kindly reminder. You can fill in your parcels information once the merchant shipped the parcels,as it can speed up the shipping process.

You can submit your shipment in advance even if it hasn't arrived at our warehouse yet. This is to make sure you can use our vouchers.

Last but not least, We sincerely hopes everyone can have a good purchase experience during the Double 11 promotion.


Besides, please read the notes below carefully during Double 11 promotion period.

Services Q & A
Customer Service
  • (Question) What are the customer service working hours during Double 11?
    (Answer) Monday to Friday 9.30AM-8.00PM, Saturday and Sunday 9.30AM-1.00PM.
Parcel
  • (Question) How long will the storage period be during Double 11?
    (Answer) Normally, it will be placed in the warehouse within 48 hours after receiving. Please contact our customer service if it has not been put into the warehouse after 4 days. You must contact customer service if the items you purchase are large such as furniture.
  • (Question) How long is the parcel storage period during Double 11?
    (Answer) 30 days free storage for parcels are provided after arriving at the warehouse, and RM1/day storage fee will be charged after 30 days.
  • (Question) Is the storage fee for the parcels will be charged if delivered to the warehouse?
    (Answer) Our warehouse will not charge any storage fee, unless the parcels are stored at the warehouse more than 30 days.
Shipment
  • (Question) Can the shipment be submitted if the parcel has not been in the warehouse yet?
    (Answer) Yes. We recommend users to submit the shipment in advance before the parcels arrive at the warehouse. We can help you to pack the parcels after all of our parcels are received without any delay issue.
  • (Question) How many parcels can be submitted for each shipment?
    (Answer) The limit for each shipping order is 30 parcels. When the number of parcels reaches 30, you can ship them separately and contact our customer service to combine your shipments.
  • (Question) Can the shipment be combined during Double 11?
    (Answer) Yes. Please contact our customer service.
  • (Question) How long will it take to finish the packaging after the shipment is submitted during Double 11?
    (Answer) Parcels will be packaged within 3 working days after you submitting your shipment, but it is recommended that users submit the shipment in advance. It is to avoid any delay issue. For urgent users, you can choose the air freight channel to ship your parcels.
  • (Question) Will the shipping time be extended during Double 11?
    (Answer) Due to the peak shipping, there may be a delay of 3 to 5 working days, but it is recommended that users submit the shipping orders in advance to avoid delay.
Promotion
  • (Question) How to use the Double 11 promo vouchers?
    (Answer) You are required to redeem vouchers in advance and submit the shipping orders during the promotion period (November 15th to 25th) . Kindly remember to use the voucher before payment and only one voucher is allowed each shipment. If you select the auto-pay feature when placing your order, you may miss the opportunity to use the coupon.
  • (Question) Are there any requirements when use the Double 11 promo vouchers?
    (Answer) You will need to submit the shipping order during the promotion period (November 15th to 25th) and it is only limited to sea freight small packages (West Malaysia). Kindly note that this voucher is not limited to new and existing users. First come, first served, while stocks last.
Shipment Services
  • (Question) Will all shipment services be processed as usual during Double 11?
    (Answer) Yes, all the shipment services will be processed as usual.
  • (Question) Is it a must to buy insurance for those expensive products?
    (Answer) Local express delivery might make some unexpected mistakes during the peak period. Thus, we highly recommended that customers purchase insurance as it could reduce compensation issues.
  • (Question) Which shipment service should I choose for those fragile goods?
    (Answer) Users are advised to choose product photos, bubble film reinforcement, fragile labels and wood protection. Once we find that fragile items are delivered to the warehouse, we will automatically add a wooden frame service. (e.g. TV, large dressing mirrors, etc)
  • (Question) Can the address be changed during Double 11?
    (Answer) Yes, the processing time is around 48 to 72 hours. However, will charge RM 3 service fee.
  • We reserve the right to amend the matters without prior notice.