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Taobao 11.11 - Important Anouncement

Published at 4 years ago

Dear member, we have spent around half a year to do a series of preparations for the upcoming Double 11 event. For instance, relocating our Malaysia and China warehouse in July and September, upgrading customer service and optimizing sea freight services.

We also provide special discounts for our members. We hope that members can have a great purchase experience as they can purchase their favourite items using the best and favourable shipping service.

Purchase FREE Quota Shipment
Submission Date
Promo Code - TAOBAO11FREE11KG
11KG 11KG First
1111
Members		 13/11
-
15/11
Promo Code - TAOBAO11FREE5KG
8KG 5KG First
500
Members		 16/11
-
18/11
Promo Code - TAOBAO11FREE2KG
5KG 2KG First
500
Members		 19/11
-
21/11

Just a kindly reminder here. 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 though the parcels have not arrived at the warehouse yet. It is to ensure that you can use our promo code.

Wish all of you can have a good purchase experience on Double 11 promotion period.


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-9.00PM, Saturday and Sunday 9.30AM-4.00PM.
Parcel
  • (Question) How long will the storage period be during Double 11?
    (Answer) Normally, it will be placed into the warehouse within 48 hours after receiving it. 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) 15 days free storage for parcels are provided after arriving at the warehouse from 1/11, and RM1/day storage fee will be charged after 15 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 15 days.
  • (Question) Can I change the channel of delivering parcels after selecting the air and sea freight channel during Double 11?
    (Answer) For this case, air freight channel can be changed, but the sea freight channel cannot be changed.
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? ( Cancelled)
    (Answer) Each shipment is limited to only 15 parcels. You can combine 2 shipments together to reach maximum 30 parcels. (Restore to 30 parcels per shipment )
  • (Question) Can the shipment be combined during Double 11?
    (Answer) Yes, you just need to inform customer service. The total number of parcels in two shipments are limited to only 30 parcels. And it requires 48 hours processing time. Both shipments' submission date cannot difference more than 3 working days.
  • (Question) How long will it take to finish the packaging after the shipment is submitted during Double 11?
    (Answer) Parcels will be packaged within 24 to 48 hours 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) There might be 3 to 5 working days delay as it is a peak period, but it is recommended that users can submit the shipment in advance to avoid any delay issue.
Promotion
  • (Question) How to use the Double 11 promo code?
    (Answer) You need to submit the shipment during the promotional event, and insert the promo code before you make your payment. You could only use one promo code in each shipment.
  • (Question) Are there any requirements when you use the Double 11 promo code?
    (Answer) You need to submit the shipment during the promotional event, The shipping method is limited to only sea freight small packages (West Malaysia). No limitation to both new and regular users. Every user can only get one promo code.
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 shall I choose for those fragile goods?
    (Answer) It is recommended that users choose the services such as product photo, bubble film reinforcement, fragile labels and wood protection.
  • (Question) Can the shipment service - product photos be processed in advance?
    (Answer) There will be countless parcels during Double 11, thus it could only be processed during the packaging process.
    • Can the address be changed during Double 11?
    (Answer) Yes, the processing time is around 48 to 72 hours. However, the address cannot be changed from West Malaysia to East Malaysia.