Section 1: Inventory & Order Status

1. Inventory Discrepancies

Q: Why does it show "Out of Stock" when the website indicates availability?

Because some sellers rarely update their website store information, it may happen that the seller's actual inventory does not match the website store display. Some website stores show a lot of inventory, but when a Mulebuy agent contacts the seller, the seller may say it's "out of stock". Therefore, the seller's actual inventory is ultimately based on what Mulebuy confirms after contacting the seller.

2. Item Status Explanation

Q: What should I do after the item status is "Stored"?

"Stored" means your items have arrived at the Mulebuy warehouse, and you need to visit the "Warehouse" section, select the items, and submit a parcel. We will then pack your items and send them to your submitted address.

3. Order Confirmation Status

Q: What is "Pending for Confirmation"?

"Pending for Confirmation" means that some information about your items needs to be verified again.

The order page will display relevant instructions, and you simply need to follow those instructions to reply.

 

Section 2: Fees & Payments

1. Additional Charges Explanation

Q: Shopping Agent orders have been paid for, why do I have to pay an outstanding balance?

There might be cases where part of the orders require payment of an outstanding balance after the order is submitted. This is due to changes in the seller's price; the balance mainly relates to Chinese domestic delivery fees. You need to verify and pay for it according to the instructions on the relevant page.

2. China Domestic Shipping Time

Q: How long does Chinese domestic delivery take with Mulebuy?

Mulebuy warehouse is located in Huizhou, Guangdong.

Items shipped to the Pearl River Delta area can be delivered within 1-2 working days.

Items shipped to the Yangtze River Delta area usually take 3-5 working days to be delivered.

Items shipped to other remote areas usually take about 7 working days to arrive.

 

Section 3: Order Modifications & After-Sales

1. Seller Shipping Timeframe

Q: After items have been ordered, how long will it take for the seller to deliver them?

(Except for some customized products and pre-order items)

JD.com self-operated logistics will deliver items on the same day of purchase (non-self-operated, franchised merchants ship within 3-5 days).

2. Modifying Orders After Submission

Q: Can I modify my order after it has been submitted?

If the seller has not yet delivered the items: We will negotiate with the seller to modify the order.

If the seller has delivered the items: We cannot negotiate modifications with the seller at this stage. If you insist on replacement, you can request a return service after the items arrive at our warehouse, and then resubmit the order to buy your modified options. However, the delivery fee incurred in returning your previous items will need to be paid by you. If you apply for a return or exchange after the item arrives at the warehouse, there will be a handling fee of 5 RMB per item plus a 10 RMB shipping fee.

3. Handling Seller-Included Gifts

Q: How would you handle it if the seller sends some gifts with my order?

The seller's gift ownership belongs to you regardless of its value. As long as you don't have special requirements to give up sending them or they are not suitable for mail, we will wrap all the gifts in your parcels and send them to you as well.

4. Shopping Agent Service Gift Inspection Rules

(1) If you want a specific gift, please enter a note in the remarks clearly when submitting orders so we can help you negotiate with the seller. However, we cannot guarantee that the seller must provide the gift. If the seller does not actually present the gifts, we do not reissue them.

(2) If you don't leave a note about the gift when submitting the order, and the seller did not send gifts either, we will not perform inspection and after-sales services for gifts.

 

Section 4: Quality Check & Services

1. Quality Check Service

Q: Do you help me to do a quality check?

After items arrive at the Mulebuy warehouse, professional inspectors will inspect the items purchased by us.

For example, for clothes, we will inspect the color, size (depending on your remark or the eventually modified version), widespread damage, and other significant issues. If you find such problems when you receive the parcels, please do not hesitate to contact us. We will provide you with confirmation of a negotiated solution. For some details, like color difference, loose threads, etc., Mulebuy cannot provide a 100% guarantee, we hope you can understand.

Electronics belong to the special items category. Mulebuy inspectors can only check whether the items have an intact appearance and if fittings are complete but cannot check for quality problems by booting them up.

2. Multi-Item Domestic Shipping Costs

Q: I'm buying several items from the same seller, how much is the domestic shipping fee?

Buying several items from one seller, if you submit and check out the purchasing order together, under that condition, Mulebuy will charge your Chinese domestic delivery fee once.

However, if the quantity of your items from one seller is too much and causes the package to be overweight, our purchasers will remind you to clear the delivery balance.

 

Section 5: Shopping Agent Service Introduction

1. What is Shopping Agent Service?

Shopping Agent, generally speaking, means finding someone to help you buy the goods you want. It might be because you can't buy these goods abroad, or the price abroad is more expensive than the domestic price in China. People buy goods from China and then ship the items abroad, which is a common form of shopping agents.

2. Benefits of Using Mulebuy Shopping Agents

(1) There are infinite choices for you to buy Chinese goods online.

(2) You can use US dollars, euros, as well as various other currencies to pay.

(3) You can receive your purchased overseas goods within 7 working days at the soonest.

(4) You can obtain a perfect promised return policy on damaged goods.

(5)You can get professional services from the Mulebuy customer service team; they can answer any problems you encounter in the process of shopping in Mainland China.

3. In which situations are you suitable to choose Shopping Agent Services?

(1) When you are accustomed to using Chinese products, services, or have a preference for a particular brand, while you are unable to purchase them abroad, then entrust us to buy them for you.

(2) Professional data, books (especially Chinese versions), or equipment. For example, universities or research institutions need to buy some specialized books or software and there are no selling channels abroad. The only purchase channel is through Chinese e-commerce websites.

(3) New Arrivals/Fashion: If you want updating new arrivals/fashion elegant clothing, popular music, star posters, etc., in Mainland China.

(4) You can find price advantages: Due to cheaper labor costs and lower production costs in Mainland China, most goods' prices are lower; at the same time, Mulebuy designs a unique shopping model for the customer to save money.

(5) Advantage in dress size: Foreign clothes sizes are generally larger and not suitable for Oriental body types; fortunately, you can buy the right style and size of clothes you want from Mainland China.

(6) Entrust us to purchase auction items from Chinese e-commerce websites, such as auction items on Taobao.

4. How to Shop?

Q: How do I do my shopping?

There are various types of goods online, which cover all aspects of people's lives, and Mulebuy provides Shopping Agent Service for you to shop for different items.

Use search engines like Google, Baidu, and Taobao to find the goods you want.

You could use different search engines to find your desired items from Chinese domestic e-commerce sites, such as Chinese software or books, etc., and then use the Mulebuy Shopping Agent service to shop for you.

Due to some websites having low credibility, Mulebuy cannot ensure the quality of the goods; you should assess it yourself.

 

Section 6: Logistics & Delivery

1. Warehouse Receipt Status

Q: The order status is "Received", but why haven't I seen my items in my warehouse?

Order status "Received" means that your items have arrived at the Mulebuy warehouse. Next, we will weigh and inspect the items to ensure quality. After that, your items will be confirmed and stored in the warehouse. When the order status changes to "Stored", you can see them in the "Warehouse" page and submit a parcel. Then we will ship them to you ASAP.

2. Service Charging Structure

Q: How does the shopping agent service charge?

Mulebuy offers free shopping agent service, which excludes the item cost and shipping fee.

There are no handling fees for orders from common shopping platforms; however, users can opt for additional value-added services if desired.

The total cost of the service consists of the item cost, international shipping fee, and customs charges.

The item cost includes the product price and the domestic shipping fee from the seller to Mulebuy's warehouse.

International shipping costs are calculated based on the parcel's weight, shipping method, and destination country. Additionally, a baseline customs declaration fee will be pre-collected for each parcel, typically starting at $1.18 USD. Please note that this baseline fee covers our compliant declaration service and does not include any potential import duties levied by the destination customs. If a parcel is inspected during customs clearance and requires additional tax payments, the specific amount will be determined according to local customs regulations and must be borne by the customer.

 

Section 7: Package Tracking Guide

1. Package Tracking Guide

Q: How to check logistics information after the package was sent out?

After the parcel is shipped, you can log into your Mulebuy account, enter the user center, click "Parcel", and view "Tracking Number" on the parcel you want to track.

You can also track parcel logistics information through 17TRACK or the official logistics route website.

17TRACK: https://www.17track.net/en

Reminder: International logistics involves multiple transits; logistics information updates will have a certain lag, and there can be update delays (International small packages are a typical example).

2. Why Is My Tracking Not Updating?

Q: Why hasn't the tracking been updated since the parcel was shipped?

(1) After the parcel is sent, there is no tracking update: For some routes, the first tracking update will not appear until about 3 days after the parcel is dispatched. Please wait patiently.

(2) After the first tracking is displayed, there is no next update: For some routes, the first tracking scan (collection) is updated after the parcel is dispatched, and then the next update occurs after the parcel is picked up and scanned by the courier. The update time varies from 3-10 days depending on the route. Please wait patiently.

Note: For routes with long tracking update times, we will remind you below the package details for the corresponding route for your reference.

 

Section 8: Service Process & Commitment

1. Shopping Agent: Meaning, Model & Fees

Shopping Agent Service is our core service. We purchase items from China for our customers based on their wants and instructions. In addition, we provide full-process services, including recommendations, purchasing, quality inspection, storage, delivery, and after-sales service to ensure our customers receive satisfactory items. A better shopping experience can be gained by using our Shopping Agent service. Through MuleBuy's website, you can order what you want by making payments with your local currency. The process is as follows:

(1) Log in to our website to search for the items you would like us to purchase for you by providing their details. In this step, we will provide relevant information, such as delivery tips/recommendations, or even assist you in finding better options.

(2) Once the items arrive at our warehouse, we will inspect their quality for you and store them.

You get up to 3 months of free storage for your items. You can pick a suitable time for delivery and ask us to deliver your items. If you do not need the items immediately, we recommend stocking more items and combining them into one shipment to save on delivery fees.

Whether the items are on their way or have arrived at your place, our customer service team will take responsibility for assisting you with any after-sales issues."Zero service fee" is our service philosophy. Customers only need to pay for the items and delivery fees, with no additional service fees. However, this does not mean our service quality will be compromised. On the contrary, our goal is to provide the best customer service in this field. We encourage customers to compare our service quality and charges with other providers in the market.

2. Product Quality and Delivery Issues

As mentioned earlier, MuleBuy not only provides shopping agent services but also a robust after-sales support system, covering quality and delivery concerns. Unlike other platforms that shift responsibility to sellers or logistics providers, MuleBuy stands by its customers as a trusted partner. Our dedicated customer service team, available during 7×24 (9:30-18:30 UTC+8) and staffed with professional bilingual agents, will track your inquiry until full resolution, because "Customer First" is our core principle.

3. Food, Liquids, Electronic Products, etc.

Don't worry—as long as your items comply with legal requirements, we will provide tailored advice. Certain restricted items may be subject to country-specific regulations. For clarification, please consult our customer service team.

4. Price and Quality of Products

Simply tell us what you want, and our 'Expert Service' team will assist you in sourcing from reputable sellers, finding higher-quality alternatives at competitive prices, and more.

5. Service Feedback

If you have any inquiries or complaints, please feel free to contact our online customer service team during operating hours(9:30-18:30 UTC+8). You may also contact your dedicated Customer Manager via email at [email protected] to share your shopping experience. Our vision is to provide exceptional service and ensure customer satisfaction. We proactively address all concerns and are committed to resolving any issues promptly.

6. Order Return Policy

(1) Order status is "Order pending": You can visit User Center → "Order" to cancel your orders. Your payment will be immediately refunded to your Mulebuy balance.

(2) Order status is "Order processing": You can visit User Center → "Order" to cancel your orders. If we haven't purchased the items, we will cancel the order and refund the amount to your Mulebuy balance within one working day.

(3) Order status is "Purchased": You can visit User Center → "Order" and click "contact agent"on the corresponding order. We will then request refunds from the seller. If the seller has not yet delivered the items, the corresponding money will be refunded to your Mulebuy account balance upon seller confirmation, which normally takes 3 days.

(4) Order status is "Seller Sent": If the seller uses a fake tracking number and does not send out the items, you can visit User Center → "Order" and click "contact agent" on the corresponding order. We will then request refunds from the seller. The corresponding money will be refunded to your Mulebuy 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 → "Order" and click "Return/ Exchange" on the corresponding order. We will then request a return with the seller but we cannot guarantee 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 the money to your Mulebuy account balance. Generally speaking, this process takes 48-hour merchant coordination, 3-5 day refunds, 7-15 day exchanges and depends on the time the seller takes to confirm the refund.

 

Section 9: Process Duration for Each Stage

1. Process Duration for Each Stage

(1) Verify & Purchase time:Orders submitted between 09:00-18:00 Beijing Time: We will deal with them within 6 hours to complete. Orders submitted between 19:00-08:00 Beijing Time: They will be processed before 2 PM the next day. Note: Except for orders where we cannot contact the seller or abnormal orders.

(2) The sellers' delivery time: Generally, Chinese domestic Taobao sellers will send out the delivery within 3~7 days (except for some customized products and pre-order items). Jingdong on the same day of purchasing (non-self-running, franchised merchants send out delivery within 3-5 days). The actual duration depends on the seller.

(3) The Chinese domestic delivery time to Mulebuy warehouse: (Mulebuy warehouse is located in Huizhou, Guangdong). For sellers located in Sichuan province - normally your order will arrive at our warehouse within 1-2 days. For other provinces, around 3-5 days.