Q1: Process duration for each stages
A: Verify & Purchase time:
Beijing time 09:00-18:00 submitted order, we will deal with it within 6 hours to complete;
Beijing time 19:00-08:00 submitted order, we will be processed before 2 PM the next day;
Note: except for cannot contact the seller or abnormal orders
The sellers’ delivery time: Generally Chinese domestic Taobao sellers will send out the delivery within 3~7 days (except for part of the customized products apre-order items)
Jingdong, Amazon self-running logistics will deliver items on the same day of purchasing (not self-running, franchised merchants send out delivery within 3-5 day
The actual duration depends on the seller
The Chinese domestic delivery time to CNfans warehouse:(CNfans warehouse is located in Chengdu, Sichuan)
For sellers located in SIchuan province- normally your order will arrive at our warehouse within 1-2days.other provinces, around 3-5 days.
Q2: Is it possible to request a refund for orders?
A: Order Status "Order Pending":
You can visit the User Center → "Orders" to cancel your order.
Your payment will be immediately refunded to your CNfans account balance.
Order Status "Order Processing":
You can visit the User Center → "Orders" to cancel your order.
If we have not yet purchased the item, we will cancel the order and refund your payment to your CNfans account balance within one working day.
Order Status "Purchased":
You can visit the User Center → "Orders", and click on "contact" for the relevant order.
We will then request a refund from the seller. If the seller has not yet shipped the item, and once the seller confirms, the corresponding amount will be refunded to your CNfans account balance within 3 days.
Order Status "Seller Has Shipped":
If the seller has used a false tracking number and has not shipped, you can visit the User Center → "Orders", and click on "contact" for the relevant order.
We will then request a refund from the seller. Once the seller confirms, the corresponding amount will usually be refunded to your CNfans account balance within 7 days.
Order Status "Stored in Warehouse" after 5 days:
You can visit the User Center → "Orders", and click on "contact" for the relevant order.
We will then request a return from the seller, although we cannot guarantee approval. Once the seller approves, we will process the return as quickly as possible.
The tracking number for the returned package will be displayed in the relevant order. Once the seller receives the item and refunds us, the system will automatically refund the money to your CNfans account balance.
Normally, this process takes 7-15 days, depending on the time the seller takes to confirm the refund.
Refunding to the Original Payment Account:
Once the funds have been returned to your CNfans account balance, you can apply to have the funds refunded to your original payment account from the CNfans wallet page.
Visit the User Center → "Wallet" or "Account Balance", and Click to "refund" to the original payment account.
Q3: Service Feedback
A: If you have any enquires or complaints, please feel free to contact our 7×(9:00-18:00)(UTC+8) online customer services team at any time. In addition, feel free to contact our Customer Manager by sending him an email (service@CNfans.com ) to express your shopping experiences with us. Our vision is to provide the best service to our customers and satisfy them, so that we will not allow seeing unsatisfied cases occurred. If so, we will definitely listen to our customers and solve the relevant issues for sure.
Q4: I’m not familiar with Chinese products in terms of price and quality, would you able to help?
A: Of course you can, simply tell us what you want. Our ‘Experts Service’ team will help you to find good reputed sellers, greater quality similar items with lower price, etc.
Q5: If I want to buy food, liquid, electronic products, etc., would that be possible to ship?
A: Don’t worry, as long as your items are legal, we will try our best to provide the best advice we can to you. Some special items might have different limitations due to the countries policy. Please contact our customer service team for more help.
Q6: As a shopping agent, would you take responsibilities for Product quality,especially delivery issue?
A: As mentioned earlier, CNfans is not only providing shopping agent services to our customer, we also provide a strong and efficient after-sales service, including quality issues and delivery issues. We are not like other platforms that transfer the responsibilities to sellers or logistics companies, because CNfans is our customers’ reliable friends. Our unique 7×(9:00-18:00)(UTC+8) customer service team, who are professional and bilingual, will follow up any of your enquiries until your questions have been solved because customer first is our aim.
Q7: What is ‘Shopping Agent Service’? How does it work? How do you charge it?
A: Shopping Agent Service is our cord service. We purchase items from China to our customers based on customers’ wants and instructions. In addition, we provide services for the whole process from recommendation in purchasing, quality inspection, storage, delivery and after sales services to ensure our customers receive satisfied items. The better shopping experience will be gained by using our Shopping Agent service.
Through CNfans’ website, you can get what you want by making payments with local currency. The processes is shown as below:
1. Login to our website to search the items you would like us to purchase for you by providing items details. In this step, we will provide some related information, such as delivery or purchase tip/ recommendations, or even to assist you to find the better options.
2. Once the items have arrived to our warehouse, we will inspect the items quality for you and store them in our warehouse. You have up to 3 months free storage to store your items.
3. You could pick a suitable time for delivery and remind us to deliver your items to you. If you do not need those items immediately, we recommend you to stock more items and deliver them into one shipment in order to save delivery fee.
4. No matter whether the items are on its way or arrived to your place, our customer service will take responsibilities to assist you regarding to any after-sales issues.
0 service fee is our service philosophy. Customers just need to pay the items costs and delivery fee, no other additional service fee is added. However, it does not mean our service quality would be compromised. In contrast, our goal is to provide the best customer service in this field. Therefore, we welcome our customers to compare us with other service providers in the market in terms of service quality and charges
