Help Center
Help Center

27 . FreeXBuy Purchasing Instructions

1. FreeXBuy Purchasing Advantage
1) We are able to help you purchase products from all online and offline channels in China for free.
2) It is available for you to purchase goods from different sellers, which will be gathered in FreeXBuy's warehouse in China.
3) We will process your order and consultation as quickly as possible.
4) You will enjoy good after-sales service guarantee and customer service support at FreeXBuy.

 

2. Order Processing Service Standards

Services

Service Details

Standard Service

Value-added Service

Purchase

Verification of Shipping Restrictions

We shall review the order in accordance with the latest customs policy, and we will confirm with you if there are risks and restrictions in the delivery process.

 

Processing Time of Order

1)Orders submitted at 09:00-18:00 (BT) shall be processed within 6 hours;
2)Orders submitted at 18:00-09:00 (BT) shall be processed before 14:00 the next day;
3)Agent shall fulfill the order within 24 hours after the user has confirmed or make payment replenishment for the order.


Note: If the user has special requirements to confirm with the seller, and the seller has not been online, the processing time will be extended accordingly.

【Speedy Response】
1)Speedy Response order paid between 09:00-18:00 (BeijingTime) will be responded within 1 hour.
2)Speedy Response order paid between 18:00-09:00 (BeijingTime) will be responded by 10:00 that day.
3)Agent shall fulfill the order within 24 hours after the user has confirmed or make payment replenishment for the order.

 

Note: If the user has special requirements to confirm with the seller, and the seller has not been online, the processing time will be extended accordingly.

Payment Underpaid

If the item price or freight is not consistent with that submitted by the user, the shopping agent should set payment make-up according to the actual value of the item when processing the order.

Order Cancellation

When the user applies for canceling the order in "Processing" status, the shopping agent shall proceed with order cancellation within 24 hours and refund the actual amount to the user.

 

When the user applies to cancel the order in "Purchased" status, the shopping agent shall check with the seller within 48 hours, and accept or proceed with the return request according to the actual situation.

 

Delivery

Follow-up on Delivery By Seller

Generally Chinese domestic sellers will send out the delivery within 3~7 days. The actual duration depends on the seller.
For orders not shipped within 3 days, the shopping agent shall follow up for the first time within the 4th day, and follow up later every 3-4 days. If the seller does not deliver the item or fails to reply all the time, the shopping agent shall instruct the user to cancel the order.


Note: Except for pre-sale / deposit-paid orders

 

Expedited Delivery By User

When the user clicks the order for expedited delivery, the shopping agent shall verify the delivery time and notify the user within 24 hours; if the seller doesn’t reply, it shall be synchronized to the user according to the actual situation.

 

Item Out of Stock

If the seller informs that the item is out of stock, the shopping agent shall synchronize the info to the user. If the user doesn’t reply within 72 hours, the shopping agent will take the initiative to cancel the order for the user.

 

Follow-up on Separate Orders

For separate orders, the shopping agent shall first follow up the delivery within 48 hours, and verifies the seller and inform the user of the delivery information.

 

Follow-up on Delivered Order

The shopping agent shall follow up whether the logistics track is normal within 48 hours after the order has been delivered for more than 3 days without signing in. If the logistics is abnormal, the shopping agent shall contact the seller to verify the order and synchronize the information to the user.  

Return / Exchange for Delivering Order

For order in "Delivering" status, when the user applies for return or exchange, the shopping agent shall check with the seller within 48 hours, and accept or proceed with the return or exchange request according to the actual situation.

 

After-Sales

Order Enquiry

The shopping agent shall respond and reply to the order enquiry initiated by the user within 24 hours.

 

Reply to Inbox Messages

The shopping agent shall respond and reply to the inbox messages from the user within 24 hours.

 

Processing Time of Refund

For the order in refund, the shopping agent will refund to the user after getting the refund from the seller within 4-10 days. In case of special circumstances, the shopping agent will verify the situation and synchronize the information to the user.

 

Processing Time of Return

The shopping agent shall negotiate with the seller to confirm whether the return can be handled according to the user's return application and the rule of Return Guarantee within 48 hours. In case of special circumstances, the shopping agent will verify the situation and synchronize the information to the user.

 

Processing Time of Exchange

The shopping agent shall negotiate with the seller to confirm whether the exchange can be handled according to the user's exchange requirement within 48 hours. In case of special circumstances, the shopping agent will verify the situation and synchronize the information to the user.

 

Return/Exchange Guarantee

Within 5 days after the stock-in of ordered item, the user can apply for Return/Exchange Guarantee. The shopping agent shall accept or proceed with the return/exchange request within 48 hours according to the seller’s after-sales rules.

 

Please view this website for details: Terms of Promised Returns with no reasons within 5 days.

【Return/Exchange service fee】
The user can enjoy a free return and exchange service every month. Once the attempts are used up, procession fees will be incurred: 5 CNY for return and 5 CNY for exchange.

Quality Inspection

If the item has some quality issues through quality inspection or the user points out the defect of the item, the shopping agent shall check with the seller and assist the user in negotiating with the seller.

 

After-sale Service for International Parcels

If the user needs the shopping agent to contact the seller when applying for after-sale service of the parcel related to the problem of the item, the shopping agent will verify with the seller free of charge and send the verification information to the customer service.

 

 

3.Disclaimer for Third-Party Shopping Agents
All shopping agent orders placed at FreeXBuy will be processed by highly-rated third-party shopping agents, who are trained and supervised by us to help you purchase from China in line with our service standards and your business needs, providing you with procurement, domestic after-sales service and so on. They accept your supervision. When you have any objections to the services provided by the agents, please contact FreeXBuy online customer service for assistance.
All products displayed in the web pages of shopping agent service and product search results at FreeXBuy are from third-party shopping platforms, which are not sold by us. Therefore, FreeXBuy and the third-party shopping agents shall not be liable for any obligations or liabilities related to such products (including but not limited to copyright or intellectual property rights infringement), nor bear any legal liability or joint liability therefrom.

Rapid Order Processing

Orders are reviewed and processed for purchasing within 12 hours, 24/7.

Express Parcel Handling

International parcels are dispatched for shipping within 24 hours after submission.

7*12 Customer Service

Our 7*12 customer service team is here to accompany you throughout your shopping experience, ready to resolve any issues at any time.

Professional Parcel Planning

Expert parcel planning to maximize the use of your package space, saving every penny possible.