1. Customer Service Response

If you have any questions or concerns, please don’t hesitate to contact our online customer service team, available daily from 9:30 to 18:30 (UTC+8). You can also reach out to our Customer Manager via email at [email protected] to share your shopping experience with us. We are committed to providing the best service and ensuring customer satisfaction. We value our customers’ feedback and aim to address any issues promptly. The Mulebuy customer service team is always here to assist you.

2. Order Processing Time

For orders placed after payment is completed, we will assign agents to process them within 6 working hours and aim to complete the purchase within 24 hours. (Note: This excludes orders where the seller cannot be contacted or the order is abnormal.)

Seller shipping time: Domestic sellers on Chinese platforms such as Taobao and 1688 typically ship within 2-7 days. However, please note that this is an estimated timeframe, and we cannot guarantee exact delivery dates. (Some customized products or pre-sale items may have longer waiting times, depending on the merchant.)

For JD self-operated logistics, they ship on the same day (non-self-operated or franchised stores ship in 3-5 days. Actual shipping time is determined by the sellers.)

Transportation time from domestic China to the Mulebuy warehouse (located in Dongguan, Guangdong) is typically 3–5 days from when the seller ships the order.

3. Domestic Orders’ After-Sale Processing Time

Once the payment is successful, the status of a normal order will progress in the following sequence: “Order Pending” → “Order Processing” → “Purchased” → “Seller Sent” →“Out for delivery” →”Stock Arrived” → “QC Completed” → “Stored in Warehouse.”

Cancel Order

Ⅰ. If the order status is “Order Pending”, click ‘My Orders’ on the homepage to access the ‘Order’ page, then select the “Cancel” button to cancel the order. Your payment will be refunded immediately to your Mulebuy balance.

Ⅱ. If the order status is “Order Processing”, go to the ‘Order’ page, then click the ‘Contact’ button and send a message to inform the agent that you require a refund. If the agent has not yet purchased the item, the order can be cancelled within 24h, and the refund will be refunded to your Mulebuy balance at same time.

Ⅲ. If the order status is “Purchased”: Click ‘My Orders’ on the homepage to access the ‘Order’ page, then click the “Contact” button to send a message informing the agent that you wish to request a refund. (For detailed instructions, please refer to the steps shown in the picture above.) The agent will then request the refund from the seller. If the seller has not yet shipped the item, once the refund is confirmed, the corresponding amount will be credited to your Mulebuy balance, usually within 3 days.

Change Order Requirements

Ⅰ. Before the order status changes to “Seller Sent”, you can click the “Contact” button to create a ticket and inform the agent of the changes you need to make to your order, such as adjusting the size or color. The agent will respond within 24 hours and will attempt to contact the seller to update the order according to your request. However, as the seller may not receive the agent’s message in time, we cannot guarantee that the order can be modified as per your latest requirements. If the item that arrives at the warehouse does not meet your needs, please don’t worry—simply follow the “Return/Exchange” process outlined below.

Return/Exchange

Ⅰ. If the order status is “Seller Sent” or “ Out for delivery”, meaning the items have been shipped, you will need to wait until they are stored in the warehouse before creating a ticket, to request a return, refund, or exchange from the agent, as mentioned above.

Note: If the order status remains “Seller Sent” for an extended period, it may indicate that the seller has provided a fake tracking number and has not yet shipped the item. If the domestic logistics have exceeded the usual delivery time, you can click the “Contact” button to create a ticket and request a refund. The agent will liaise with the seller to initiate the refund, and once the seller processes it, the corresponding amount will be credited to your Mulebuy balance. (The exact time for processing will depend on the seller.)

Ⅱ. If the order status changes to “Stored In Warehouse” within 5 days: Go to the ‘Order’ page by clicking ‘My Orders’ on the homepage, then click the “Refund & Exchange” button for the corresponding order. To proceed with a return or exchange from the warehouse, two conditions must be met: first, the customer must accept the return/exchange fee; second, the merchant’s consent is required. If the return handling fee is acceptable, the agent will request the merchant’s approval within 48 hours. If the merchant agrees, the agent will process the return or exchange as quickly as possible. Refunds will be issued within 3-5 days after the order is returned to the merchant, and exchanges will take 7-15 days (specific timing depends on the merchant).

4. Quality Inspection Processing Time

If the order status is “Out for delivery”: it means the product has arrived at the collection point. If not signed for within 24hrs, please contact agent for verification.

Within 24 hours of the order status changing to “Stock Arrived”, we will complete the quality control photos and inspection before storing the items in the warehouse.

5. Rehearsal&Parcel Submission Processing Time

Once you choose to proceed with the rehearsal or submit a parcel and pay the international shipping fee, our warehouse team will pack your items within 24 hours.