Superbuy Shopping

Dear customer, We sincerely apologize for the confusion and frustration caused by the shipping fee adjustment. Please rest assured that Superbuy never engages in hidden charges or bait-and-switch practices. The fee adjustment typically happens due to Volumetric Weight (Dimensional Weight). When additional items (such as shoes) are added, the overall package dimensions increase significantly. Major international carriers calculate freight based on whichever is higher: the actual weight or the volumetric weight (Length x Width x Height / divisor). To help us verify the exact charges for your shipment, please send your parcel PN number to [email protected]. Our service center team will check the detailed billing breakdown and parcel dimensions for you right away. Best regards, The Superbuy Team

Dear user, We are truly sorry for the frustrating payment experience you've had. We completely understand how annoying it is to deal with card declines and worries about leftover balances. Please rest assured that Superbuy values transparency and safety: Card Declines: In most cases, card declines occur because the transaction triggers the risk control system of the third-party international payment processor, rather than a restriction imposed directly by Superbuy. If your card was flagged, our team can assist in verifying your account so you can pay via CC/Debit smoothly. Account Balance & Refunds: Any unspent balance in your Superbuy account can always be withdrawn back to your original source at any time. You never have to worry about your money being trapped. Please contact us directly at [email protected] with your account details. Our customer service team will look into your payment block and help you manage your balance right away!

Dear Customer, Thank you for sharing your candid feedback. We deeply apologize for any confusion or frustration caused by our shipping deposit system and our refund policies. We would like to gently clarify how the shipping process and refund policy work at Superbuy: 1. Shipping Deposit & Balance Refund Policy: When submitting a shipping order, the fee is initially estimated based on the volume and weight calculated at that moment. Once your parcel is packed, weighed, and processed by the courier, any excess shipping deposit will be automatically refunded to your Superbuy account balance. Please rest assured that this balance credit is not locked—you can submit a withdrawal request at any time to refund the money directly back to your original payment method/card, or keep it for future usage per your preference. 2. Authentic Customer Feedback: We take review integrity very seriously. Every review on this page reflects the real experiences of users globally. We continuously encourage honest user feedback to help us improve our services. Your trust is important to us. If you need any assistance with withdrawing your account balance or checking a specific parcel's shipping cost calculation, please feel free to email us at [email protected] with your related order or parcel ID. Our support team will gladly inspect it for you and provide full transparency!

Dear Customer, Thank you for your feedback, and we regret any misunderstanding caused. We would like to clarify two points: First, our Shipping Expert service is designed to provide manual repacking and tailored packaging solutions (such as removing unnecessary shoeboxes or consolidating items) to optimize your package space. It is an optional service to help customize packaging, not a shipping discount coupon. Second, shipping costs vary significantly depending on the destination country, item type, and chosen shipping line. While DHL is a fast premium service, Superbuy also offers a variety of budget-friendly and tax-free shipping alternatives. Without your specific package details, we cannot assess why that particular line was quoted. We want to make sure your quotation is accurate. Please email us at [email protected] with your Parcel ID or Order ID. Our Customer Service Center will gladly review your parcel details and help you find a line that fits your preferred budget.

We are deeply sorry for your experience. Superbuy staff follow strict operating procedures and never intentionally damage items; if an error occurred on our end, we will take full responsibility upon review. Regarding our Discord server, moderators enforce rules across all public channels. However, direct messages (DMs) between individual users fall outside our server moderators' technical jurisdiction and must be reported directly to Discord Official for action. For your Superbuy order issue, if you need more support, please send email to [email protected], so we can check more detail and offer you a proper solution.

Thank you for bringing this to our attention. As shipping costs vary depending on the destination country, item type, and chosen shipping line, it is difficult to accurately assess your case without these specifics. We never intend to charge arbitrary fees and want to ensure your quotation is accurate. Please email us at [email protected] with your parcel or order ID, item details, and destination country. Our Customer Service Center will immediately review your exact shipping breakdown and assist you further.

Thank you for your candid feedback. We would like to clarify a few key points regarding your concerns: First, our staff will never dismiss issues with "we handle too many orders." Every purchased item undergoes manual inspection by our warehouse staff upon arrival. If an error or defective item was missed, our team is fully obligated to help you negotiate with the seller or resolve the dispute. Second, international shipping rates have risen sharply across the industry since March due to global geopolitical impacts, which is beyond our direct control. Regarding our "Shipping Expert" service, the base fee is ¥20 RMB (~€2.50) for packages containing up to 10 items, plus ¥1 RMB for each additional item. Reaching a €10 charge means your package contained a large quantity of items. Our experts manually measure and re-package your items to provide a much tighter, more accurate initial shipping quote—whereas the standard system estimate often triggers volumetric weight rules first. Rest assured, any overcharged estimate is automatically refunded to your Superbuy balance once the carrier confirms final dimensions, and you can withdraw it at any time. Lastly, if you have found another platform offering superior service, we genuinely welcome you to share their details with us at [email protected]. We are always eager to learn, benchmark, and optimize our services to better serve our customers.

We sincerely apologize for the unsatisfactory experience. Regarding restricted items, based on logistics carriers' requirements, we intercept certain items that may increase shipping risks. If you feel your item was mistakenly intercepted, you can try submitting your order through our DIY Order channel. Regarding item quality control, our warehouse QC by default verifies the appearance and specifications of arrived items. If you find that an item has obvious undetected defects upon receipt, please contact Superbuy's parcel after-sales team immediately, and they will provide you with a proper solution. As for shipping costs, due to the impact of international geopolitical conflicts, carriers raised their rates starting in March this year, and shipping costs remain at a high level. This is indeed beyond Superbuy's control, and we earnestly request your understanding. If you encounter any other unpleasant issues while using Superbuy's services, please email us at [email protected] with your related order or parcel ID, and we will certainly provide you with a satisfactory solution.

Hi there, we are deeply sorry for the frustrating experience you had with your delivery. We completely understand how upsetting it is to wait 2 months only to have a package returned. We want to clarify that local delivery attempts and phone notifications are handled entirely by the third-party postal/courier services in your country, which Superbuy cannot directly control. When a package is returned to our warehouse due to a failed local delivery, the carrier unfortunately charges a return or redelivery fee. The ¥290 mentioned was likely this actual cost required by the logistics provider to process your parcel, rather than an arbitrary charge from us. We always try our best to support our users, which is why our team offered a discount for your next shipment to help offset the trouble. We sincerely want to look into the details of your case and see how we can better assist you. Could you please share your parcel or order number with us at [email protected]? We are dedicated to making things right for you.

Dear Valued Customer, We are truly aologize for the inconvenience this issue has caused you. We fully understand that this situation has had a significant impact on your experience and has also caused you considerable concern throughout the process. Your feedback has been taken very seriously, and we escalated your case to the relevant team for further review and handling as soon as possible. At present, the latest resolution plan and related explanation regarding this matter have already been sent to your registered email address. We kindly ask you to check the relevant email at your convenience. If you still have any questions after reviewing the email, please feel free to reply to us directly by email, and we will arrange for our team to continue following up on your case. We will also continue to improve our service and communication processes, and we sincerely hope to have the opportunity to provide you with a better experience in the future. Thank you again for your feedback, and we once again sincerely apologize for the unpleasant experience you have had.

Dear Valued Customer, We are truly aologize for the inconvenience this issue has caused you. We fully understand that this situation has had a significant impact on your experience and has also caused you considerable concern throughout the process. Your feedback has been taken very seriously, and we escalated your case to the relevant team for further review and handling as soon as possible. At present, the latest resolution plan and related explanation regarding this matter have already been sent to your registered email address. We kindly ask you to check the relevant email at your convenience. If you still have any questions after reviewing the email, please feel free to reply to us directly by email, and we will arrange for our team to continue following up on your case. We will also continue to improve our service and communication processes, and we sincerely hope to have the opportunity to provide you with a better experience in the future. Thank you again for your feedback, and we once again sincerely apologize for the unpleasant experience you have had.