HubbuyCN help: who to ask, and about what
One rule makes this simple. Anything about your money, your parcel or your account is HubbuyCN, because we cannot see any of it. Anything about how the process works in general is what this guide is for, and you can write to us if something here is wrong or out of date.
Support hours are 09:00 to 18:30 Beijing time. Outside them you are leaving a message rather than reaching someone, whatever the chat widget implies.
Support hours and contact routes from hubbuycn.com, checked 30 July 2026.
Official pages
The help centre, grouped by what you actually need
These are the real pages on hubbuycn.com. They are the terms your case is judged against, so read them rather than a summary when money is involved.
Service and fees
What HubbuyCN charges for and how the service fee is structured.
Open the pageOfficialInspection rules
Exactly what the free check covers, and the categories where it does not.
Open the pageOfficialStorage period
How long items can sit in the warehouse and what happens at the end.
Open the pageOfficialCustoms and taxes
The operator reference on tariff thresholds by destination.
Open the pageOfficialReturns and refunds
What can be returned, when, and who pays for the leg back.
Open the pageOfficialInsurance and compensation
The published limits on what is paid out when something is lost or damaged.
Open the pageOfficialReceiving guidelines
What to do when a box arrives damaged, resealed or short.
Open the pageOfficialContact HubbuyCN
The official contact routes, including the customer service address.
Open the pageFAQ
Frequently asked questions about ordering through HubbuyCN
If your question is about a specific order, the official pages above will serve you better than any general answer.
Can I buy anything directly from this site?
No. This site is a guide. Browsing happens in the finds catalogue and ordering happens on hubbuycn.com. We never take payment and cannot see your order.
Why do I pay twice?
The first payment buys the goods and moves them to the warehouse inside China. The second pays for the international parcel, and it cannot be quoted accurately until the real box exists and has been weighed.
How long can my items wait in the warehouse?
The official homepage states 300 days of free storage, and the storage period page in the help centre sets out the detail. Check that page before planning a long wait, since policies change.
Checked 30 July 2026.
Does the free check mean the item is genuine or working?
No. The published scope is appearance: model, style and size. For electronics and digital goods the rules state it does not cover function, authenticity or quality, and sealed packaging is not opened.
Can I combine orders from different sellers?
Yes, that is the main reason to use an agent at all. Items wait in the warehouse and go out as one parcel when you submit a waybill.
Who pays customs duty?
You do, to your own country, usually collected by the carrier on arrival. Thresholds are national and they change, so check your own customs authority for anything expensive.
What if the parcel arrives damaged?
Photograph it on the day, keep the packaging, and open a case with HubbuyCN support. The receiving guidelines and the compensation standard pages set out what happens next.
Is there a phone number?
The site publishes a WhatsApp contact and email addresses rather than a support phone line. Hours are 09:00 to 18:30 Beijing time.
Writing to us instead
If something on this site is wrong, out of date, or contradicts what the official page now says, tell us and we will fix it or remove it. That includes takedown requests about any image on the site.
For account-specific help, contact the agent through the official support routes. This guide cannot access orders, refund a payment or resolve a carrier claim.
Three letters you will meet before you meet an order
None of these are HubbuyCN words. They come out of the forums, and you will run into them in a thread long before anything reaches a warehouse.
QC is the quality check, meaning the photographs taken of your item after it arrives and before it flies. GL and RL stand for green light and red light, which is what other shoppers tell you after you post those photographs and ask whether to send it or send it back. Worth being clear about what that verdict is: a stranger looking at the same four pictures you have, with no more information than you, voting. Useful for catching the obvious, worthless for anything subtle.
Two more. A haul is one parcel carrying several orders, which is the whole reason consolidation matters. A batch is the seller description of a production run, written by the seller, confirmed by nobody. Read it as a claim, not a specification.
Which exchange rate you are actually paying
Everything upstream of you is priced in yuan. The seller prices in yuan, the domestic leg is in yuan, the service charge is in yuan. The interface then shows you a dollar figure, and the gap between those two is a rate that somebody chose.
There are two places currency conversion happens, and they are not the same. The first is on screen, so the number means something to you. The second is at your card or wallet, which applies its own rate and its own cross border fee. A quoted total in dollars is therefore an estimate of what you will pay, not the figure that will appear on your statement.
We are not going to print a markup percentage, because measuring one properly means putting the same basket through several agents on the same day and we have not done that for HubbuyCN. What you can do cheaply: note the dollar total before you pay, note what actually left your account, and compare the two against the mid-market rate for that day. Do it once and you will know this agent exchange rate better than any article will tell you.
