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Dear Wegobuy users, Our company will officially resume work from 9:00 A.M., February 17 (UTC+8) onwards. Due to the need to fully combat and prevent the new coronavirus pneumonia epidemic (2019-nCoV), the resumption of Wegobuy services is scheduled as follows:
1. Online Customer Services (February 3) Affected by the Spring Festival holiday and the epidemic situation, the online customer service has been resumed from 9:00 A.M., February 3 (UTC+8), and the working time is temporarily scheduledas 9: 00 - 18: 00 (UTC+8). The normal working time will be updated in further notice; the timeliness for online response will be extended during this period, but please feel free to let us know your concerns via message and email, and we will address them successively;
2. Purchase order processing 2.1 Timeliness of ordinary orders: Investigation shows that Taobao, Jingdong, Tmall and other platforms started after February 10, but in accordance with the principle of “The Customer Comes First”, Wegobuy still started from February 3 onwards buying users items on a first-come-first-serve basis. The timeliness will be delayed during the holidays, but we will do our best to purchase for you; If items have to be bought at the earliest possible time, such as those concerning deposit and Limited Sales, please inform us through online customer service, so that we will treat yours as a priority; Timeliness for speedy response service: during the holiday period when the agent team work from home, affected by the remoteness, equipment, connection, etc., the speedy response value-added service which had been suspended from 3rd Feb will back to normal from 18th Feb. For speedy response orders submitted before February 3, we will treat them as a priority free of charge;
2.2 Xianyu, Weidian, and expert orders (17th Feb) Orders will be processed in accordance with the submitting time, and in order to protect your benefit, we will check whether the seller can arrange items to deliver before we purchase, if sellers can't , we will purchase for you when the seller return to work.
2.3 Order inquiry (3rd Feb) Affected by the epidemic, agents have very limited equipment at hand. So part of the order inquiriessubmitted during the Spring Festival will be responded successively from 3rd Feb.
2.4 Urgent domestic delivery and return/exchange (17th Feb) These will be processed in accordance with the submiting time of enquiry.
3. Timeliness for items to get stored in and shipped from warehouse: (February 17) Wegobuy’s warehousing will start from 9:00 A.M., February 17 (UTC+8), and the warehouse will process orders on a first-come-first-serve basis. Since surge of orders piled up during the Spring Festival and the epidemic, and the actual number of workers coming back to work during the epidemic is smaller than usual, there will be delays in the receipt of items and the timeliness of parcel processing and parcel delivery. We are very sorry for any inconvenience!
4. Timeliness of logistics services (February 17) The logistics service will be resumed from February 17. Due to the reduction in the number of flights affected by the epidemic, there may be some delays in the timeliness of parcels. Please refer to the following table for the specific pickup time of each logistics provider:
5. Timeliness for parcel consultation, after-sale parcel service, and customs clearance proof(February 3) (1) Parcel consultation and after-sale parcel requests submitted during the Spring Festival have been processed successively since February 3, and the first response timeliness is within 48 hours; (2) If your parcel is seized by the customs, it will normally take 3-5 working days to clear the customs. If customs clearance proof is required, you can get it by clicking [Apply for customs clearance proof] on the parcel page. We will provide it within 24 hours.
Although early this year China has experienced hardships, the tough Chinese people and government will unite to overcome all difficulties. We will try to give you the best service to the best of our ability! Thank you for your continued support and understanding!
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