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FAQ

Frequently asked questions

Can you buy from Taobao or 1688 for me?
Yes. Use Shopping Agent for supported product links. If a page cannot be parsed, submit a DIY Order for manual review.
Can I search by product image?
Image search can help discover products. If the result is unclear, use DIY Order and provide the image URL or product screenshot.
What happens if the item is out of stock?
Our team will update the order and contact you. You can choose replacement, cancellation or refund depending on the seller situation.
Is the estimated shipping fee final?
No. The estimate is for planning. Final freight is based on warehouse measured weight, packed dimensions, product review and selected channel.
What is volumetric weight?
Volumetric weight converts package size into billable weight. Large light packages can cost more because they occupy more carrier space.
Why is chargeable weight different from actual weight?
Carriers bill by the greater value among actual weight, volumetric weight and minimum chargeable weight.
When should I submit a DIY Order?
Submit DIY Order when the product link cannot be parsed, you only have an image, specifications are complex, or you need manual quotation.
How long does a DIY Order quote take?
Most quotes are reviewed within 1 business day. Complex items or seller confirmation can take longer.
Can I submit only a product image?
Yes. A product image is accepted, but a link or detailed description helps our team quote faster.
Can I buy by myself and only use your warehouse?
Yes. Use Forwarding, copy your warehouse address and submit the domestic tracking number after the seller ships.
What is the difference between Shopping Agent and Forwarding?
Shopping Agent means CNSnap buys for you. Forwarding means you buy yourself and CNSnap handles warehouse receiving and international shipping.
Why do I need to include my user code?
The user code lets warehouse staff match incoming parcels to your account. Missing user codes can delay receiving.
How do I pay for product cost?
You can pay during checkout using available balance or supported payment methods. Recharge and manual payment records can be expanded later.
Why do I pay international shipping separately?
International shipping is calculated after warehouse arrival because final packed weight and dimensions are unknown before receiving.
Can I get a refund?
Refund eligibility depends on order status, seller policy and whether the item has already been purchased or shipped.
When should I open a ticket?
Open a ticket for order questions, payment proof, package exceptions, refunds, restricted item review or account issues.
How do I check ticket replies?
Go to Account Tickets Center and open the ticket thread to view support replies and status updates.
Can I reopen a resolved ticket?
V1.0 can reserve reopen behavior. If a resolved issue continues, create a new ticket and reference the old ticket number.
How do I know my package arrived at the warehouse?
Check Account Packages. Warehouse receiving status appears after staff match and process the incoming parcel.
Can I change language or currency?
Yes. Use the frontend language and currency switcher or Account Profile preferences when connected.
How do affiliate rewards work?
Share your referral link. Commission is calculated from valid referred orders according to the affiliate policy.
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