Home / Order help
Find the next step for a Hoobuy order problem
Start with the stage shown in your account, then send support the details needed to act on that order.
The item has not reached the warehouse
The product page will not import
Try the original item URL and confirm that the seller listing still exists. If import still fails, send support the link, selected option and quantity. Do not replace missing options with guesses.
The seller has not dispatched
Read the order messages for a stock or payment issue. Ask for the seller’s dispatch estimate and cancellation options if it is taking longer than expected.
The seller sent only part of the order
Compare the quantity purchased with the domestic tracking records. Ask whether the remaining items will arrive separately or need a refund.
A warehouse item needs attention
Carrier delivered, but no QC is visible
Check the order reference and domestic tracking number. Delivery to the warehouse can precede check-in and photography. Ask support if the stated processing period has passed.
The item looks wrong
Send the selected option and the photo that shows the mismatch. Explain the problem clearly, such as the wrong colour or missing part. Ask to keep the item out of shipping while a return or replacement is checked.
The photos are not enough
Request a particular view or measurement and confirm any charge. A close-up of a tag, a ruler across the chest or a view of a bag’s interior is a request support can act on.
The parcel is waiting or has a delivery problem
Tracking shows only a label
Look for the first carrier acceptance event. Check the account’s parcel status, then ask when the parcel was handed over if the expected update period has passed.
There is a long gap between scans
Record the last scan and its date. Check for a new destination-carrier tracking number or a customs request. Ask support when it can open an enquiry for that route.
The parcel arrives damaged or incomplete
Retain the label, outer packaging and packing materials. Photograph the parcel and affected items, then report the issue promptly through the parcel record and follow the route’s claim process.
Where to get Hoobuy order help
Order [number], black trainers, size 42. The warehouse photo shows size 41 on the label. Please confirm the size received and ask the seller about an exchange. Please do not add this item to my parcel yet.
Use your Hoobuy account for the order record, or start from the Help Center if you need the relevant support option.
Shopping terms: QC, GL and RL
| Term | Meaning |
|---|---|
| QC | Quality-control or inspection photos at the warehouse. Check the scope of the service requested. |
| GL / RL | Green light / red light: community shorthand for accepting or questioning visible details. Ask what the reviewer noticed. |
| Domestic shipping | The seller-to-warehouse journey inside China. |
| Consolidation | Putting eligible warehouse items into one international parcel. |
| Volumetric weight | A size-based billing measure used by some routes for bulky packages. |
Frequently asked questions
Does the first payment include international shipping?
Usually the purchase payment covers the items and domestic delivery. The international parcel is priced later, after you choose its contents, packaging and route.
Can I buy several products and ship them together?
You can select eligible warehouse items for one parcel. Check the combined size, chargeable weight, route restrictions and each item’s storage deadline.
Can QC confirm that an item is authentic?
Inspection photos can show the item and visible problems. They do not prove authenticity, material composition or long-term performance. Use appropriate evidence when those properties matter.
Can I return an item after seeing QC?
Ask Hoobuy promptly about the seller’s return terms and deadline, the reason for return and any postage or service charge. Keep the item in the warehouse while the request is resolved.
How long will the whole order take?
Add seller processing, domestic delivery, warehouse handling and the international route together. Read the current estimates for your order; a carrier transit estimate covers only part of the journey.