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Dear Valued Customers, As the Chinese New Year 2020 (Year of the Rat) is coming, we Wegobuyers would like to extend to you all our sincerest regards and best wishes!Also, as per China’s regulations and Wegobuy’s status quo, please kindly be advised that Wegobuy’s Spring Festival Holiday is scheduled as follows: Jan. 21, 2020 - Jan. 30, 2020 (All time herein is mentioned in UTC+8) To ensure that you be serviced as well, we made the following adjustments to the services around the Spring Festival Holiday:
1. Service Adjustments around the Spring Festival Holiday
During the Holiday, services such as Warehouse Services, Order Processing, Order Enquiries, Expert Enquiries, Parcel Enquiries, Return/Exchange, Shipping Urging, etc. will not be available. And real-time services such as Customer Service Phone, Online Customer Service, Support Email, Care Email, Community, Wechat, Online Consultation, etc. will be suspended. All such services will be available once the Holiday ends (from Jan. 31, 2020 onwards)
Given the Spring Festival in China, please kindly be informed that: 1) Some Chinese sellers will start holidaying sooner or later, so we advise you to place orders in advance and buy Speedy Response to get your items bought at the earliest; 2) To ensure that your parcel reach you before the Holiday starts, we advise you to submit delivery as soon as possible; 3) Orders placed during the Holiday or after-sales requests made then will have to be processed on a first-come, first-served basis from 9:00 am, Jan. 31 onwards;
2. Service Response Time around the Spring Festival Holiday
1) Sellers may be holidaying during the Spring Festival, so please order in advance to avoid any delay; During the Spring Festival, Taobao or other domestic e-commerce platform sellers will be on vacation, which will seriously affect the order and shipping time. Please refer to the "shipping time" described by the seller on the page showing product details. If you are in a rush to buy anything, please order in advance and buy Speedy Response so that we will process it as a priority.
2) Time Frame for Order Processing Due to the Holiday, purchasing and transferring orders placed from 6:00 pm, Jan. 20 to 9:00 am, Feb. 3 will be processed on a first-come, first-served basis from 9:00 am, Jan. 31 onwards, and will all be done before Feb. 3 (except for Speedy Response ones which are meant to be bought before 9:00 am, Feb. 2 ) . Table for Order Processing Time
3) Time Frame for After-Sales Requests Due to the Holiday, After-Sales requests about Order Enquiries, Expert Enquiries, Return/Exchange, Shipping Urging, etc. made from 6:00 pm, Jan. 20 to 9:00 am, Feb. 3 will be processed on a first-come, first-served basis from 9:00 am, Jan. 31 onwards, and will all be done before Feb. 4. By the way, shipping delay coming from logistics pressure during the Holiday may extend the return/exchange time frame, for which we hope to get your understanding. Table for After-Sales Requests:
4) Time Frame for Warehousing: Items will be signed by warehouse before 5:00 pm, Jan. 20 or after 9:00 am, Jan. 31. And those signed before 5:00 pm, Jan. 20 will be warehoused before the Holiday starts.
5) Time Frame for EX-warehouse: Parcels submitted for delivery before 0:00 am, Jan. 20 will be packed before the Holiday starts; those submitted thereafter will be processed on a first-come, first-served basis from 8:00 am, Jan. 31 onwards. Please note that there may be delay if the parcels are too many then.
6) Time Frame for Online Customer Service: Due to the holiday, requests of Online Customer Service, Message, Email, Parcel Enquiries, Parcel After-Sales, etc. made from 6:00 pm, Jan. 20 to 9:00 am, Jan. 31 will be processed from 9:00 am, Jan. 31 onwards. Details are as follows: Table for Customer Enquiries:
7) Time Frame for Applying for Customs Clearance Proof： If your parcel is held by customs, normally the customs clearance will take 3 - 5 workdays. If any customs clearance proof is required, you can apply for it on the parcel page and we will send it to you within 48 hours. Sorry for any inconvenience.
8) Time Frame for Transaction Inspection/Withdrawal and Refund: All transaction inspections, withdrawals and refunds applied for prior to 12:00 am, Jan. 20 will be finished as usual (excluding those from some locked accounts). If you have any request of withdrawal or refund regarding orders, parcels or top-ups, please apply in advance, for those applied for from 12:00 am, Jan. 20 to 9:00 am, Jan. 31 will have to be processed from 9:00 am, Jan. 31 onwards.
9) Email Response Time for Tailored Shipping: Due to the Holiday, tailored shipping requests made via email from 6:00 pm, Jan. 20 to 9:00 am, Jan. will be replied to from 9:00 am, Jan. 31 onwards.
3. Shipping Time Adjustments from Shipping Lines
Due to the Holiday (Jan. 21, 2020 - Jan. 30, 2020), shipping lines have scheduled their shipping time as follows: Kindly know that the shipping may be postponed more or less (10 - 17 days), so please be patient and order as soon as possible. For warehoused orders, please submit delivery at your earliest convenience to avoid any possible delay. We are very sorry for any inconvenience. Just for your information, the following is the schedule for couriers to collect items:
If there’s any inconvenience caused, we are sincerely sorry. Thank you for your lasting support and understanding!
We wish you alll good luck in the Year of the Rat!
Wegobuy Team 3.Jan. 2019.
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