HELP CENTER

Shopping Agent Service is our cord service. We purchase items from China to our customers based on customers’ wants and instructions. In addition, we provide services for the whole process from recommendation in purchasing, quality inspection, storage, delivery and after sales services to ensure our customers receive satisfied items. The better shopping experience will be gained by using our Shopping Agent service. 

Through Superbuy’s website or smartphone app, you can get what you want by making payments with local currency. The processes is shown as below:

1.     Use our App or login to our website to search the items you would like us to purchase for you by providing items details. In this step, we will provide some related information, such as delivery or purchase tip/ recommendations, or even to assist you to find the better options.

2.     Once the items have arrived to our warehouse, we will inspect the items quality for you and store them in our warehouse. You have up to 90 days free storage to store your items.

3.     You could pick a suitable time for delivery and remind us to deliver your items to you. If you do not need those items immediately, we recommend you to stock more items and deliver them into one shipment in order to save delivery fee.

4.     No matter whether the items are on its way or arrived to your place, our customer service will take responsibilities to assist you regarding to any after-sales issues. 

0 service fee is our service philosophy. Customers just need to pay the items costs and delivery fee, no other additional service fee is added. However, it does not mean our service quality would be compromised. In contrast, our goal is to provide the best customer service in this field. Therefore, we welcome our customers to compare us with other service providers in the market in terms of service quality and charges （Comparison of other service providers）.   

Our shopping expert service can provide professional shopping suggestion and goods recommendation,we also inspect the goods when they arrive at the warehouse,which can avoid incorrect and flaw product to your hand as much as possible.If there any issue with the order,the agent will discuss with customer and help customer to return/exchange the goods, CNSnap will do the best to help customer to order good quality products made in China.

The CNSnap crew has utilized their strength in R&D to introduce amazing products, as well as implementing pioneering measures beneficial to our users. For example, free service charge, 12-hour customer services, best foreign exchange rate promise, promise compensation in damaged goods and more.

CNSnap also has high transparency, in a way that we insist to display companies of the same industry for making contrast and users can therefore gain greater access to information.

With great confidence and passion in producing our services and goods, this bunch of team has helped CNSnap to achieve excellent reputation in the cyber world, and it’s definitely worth a try to enjoy the affordable services.

Taobao is only an e-commerce platform for a single seller to sell their products overseas. In contrast, we are a service provider. The most obvious distinctions are detailed inspection services, combined delivery services, and after-sales services. 

We will inspect items for our customers in order to reduce the chance of returns or unsatisfied. And customers can combine varied items into one parcel to deliver abroad in terms of money saving. Last but not the least, our fabulous customer services are incredible and irreplaceable as our customer service will solve any problems regarding to the items and delivery. Taobao cannot provide this incredible service but we can. To sum up, we are not like Taobao for being an online commerce platform, but we provide services and responsible for our customers in order to become the reliable friends with our users. 

As mentioned earlier, CNSnap is not only providing shopping agent services to our customer, we also provide a strong and efficient after-sales service, including quality issues and delivery issues. We are not like other platforms that transfer the responsibilities to sellers or logistics companies, because Superbuy is our customers’ reliable friends. Our unique 12/7 customer service team, who are professional and bilingual, will follow up any of your enquiries until your questions have been solved because customer first is our aim.

Of course you can, we have established great relationships with logistics companies. For example, we have established relationship with DHL for huge parcel shipping, and soon we will launch our maritime transport option for customers. In addition, we will provide recommendation for every huge shipping orders . By using our services, we will recommend the most suitable shipping option for your items with the most reasonable cost.  

Don’t worry, as long as your items are legal, we will try our best to provide the best advices we can to you. Some special items might have different limitations due to the countries policy. Please contact our customer service team for more help. 

Of course you can, simply tell us what you want. We ‘Experts Service’ team will help you to find good reputed sellers, greater quality similar items with lower price, etc.

Of course you can. If you would like to work with us, please feel free to visit our Business Customer page for more information. Our marketing team will follow up all the details with you as soon as we have received your request. 

If you have any enquires or complaints, please feel free to contact our online customer services team. In addition, feel free to contact our CEO by sending him an email (ceo@CNSnap.com) to express your shopping experiences with us. Our vision is to provide the best service to our customers and satisfy them, so that we will not allow seeing unsatisfied cases occurred. If so, we will definitely listen to our customers and solve the relevant issues for sure.  

At the moment, we are aiming to provide the best customer services we can to our customers because we believe that the more satisfied users we gain the more relevant returns we gain. Your loyalties to stay with us and provide us your comments and suggests, and word-of-mouth to share us with your friends and families are the greatest returns for us. 

International shipping fee is based on a combination of your product’s actual chargeable weight and the logistics line that you choose to ship to your country.

Once your parcel is shipped, you can go to PC version –My Superbuy – My parcel – Logistics Details for more information. 

On APP, please go to Me -Delivered/Reviews – Check Logistics for the corresponding parcel. You may also contact online customer service.

1. The order status is “Order pending”: You can visit user center → “Shopping Order” to cancel your orders. Your payment will be immediately refunded to your CNSnap balance.
    
    
   2.The order status is “Order processing”: You can visit user center → “Shopping Order” to cancel your orders. If we haven’t purchased the items, we will cancel the order and refund to your CNSnap balance within one working day.
    
    
   3. The order status is “Purchased”: You can visit user center → “Shopping Order” to click “Return/Refund” on the corresponding order. We will then request for refunds from the seller. If the seller has not yet delivered the items, the corresponding money will be refunded to your CNSnap account balance upon seller confirmation, which normally takes 3 days.
    
    
   4. The order status is “Shipped (Local)”: If the seller uses fake tracking number and does not send out the items; you can visit user center → “Shopping Order” to click “Return/Refund” on the corresponding order. We will then request for refunds from the seller. The corresponding money will be refunded to your CNSnap account balance upon seller confirmation, which normally takes 7 days.
    
    
   5. 5 days after the order status turns ” Stored In Warehouse “: You can visit user center → “Shopping Order” to click “Return/Refund” on the corresponding order. We will then request for return with the seller but we cannot guarantee for approval. With the seller’s approval, we will process the return as soon as possible. The returned parcel tracking number will be displayed in the corresponding order. After the seller receives the items and refunds us, the system will automatically return money to your CNSnap account balance. Generally speaking, this process takes 7-15 days and it depends on the time the seller spent in confirming the refund.

Processing time for shopping agent orders                                                                                        

Verify & Purchase time:
For orders submitted within 8 am-6pm Beijing time, we will purchase within 6 hours;

For orders submitted within 6pm-8am Beijing time, we will purchase before 2pm next day;

（except for  Orders abnormal or can’t reach seller ）

Seller shippment: Generally domestic Taobao sellers will send out the package within 3~7 days (except for customized or pre-order products )

Fulfillment by Jingdong or Amazon, they will deliver products on the same day of purchasing ( rest franchised merchants will send out products within 3-5 days)

The whole processing time depends on seller.

Domestic arrival time to CNSnap’s warehouse:

(CNSnap warehouse is located in Huizhou city, Guangdong province)

Most around 3~5 working days , Guangdong province generally 1~2 working days