Oopbuy help: contacts, glossary and frequently asked questions
Who to contact for what, the words you will see on order pages, and short answers to the questions people ask about the three doors.
Getting help from Oopbuy, route by route
Oopbuy offers four channels. The 24/7 online customer-service widget sits on every page. General email goes to [email protected]. Counterfeit reports go to [email protected], and the infringement-report article gives [email protected] for trademark owners, with a reply promised within 15 working days.
The official Discord is linked in the site footer. It is also where the weekly Thursday giveaway of shipping coupons runs.
For order problems, the in-account route is fastest: open the order and use Order Inquiry for questions during buying, and After-Sales for returns, exchanges and damage. Agents answer inquiries and inbox messages within 24 hours, by Oopbuy's own standard.
The official help centre lists its articles as plain titles. It is easier to search than to browse.
Glossary of order-page terms
- Agent order: Door 1. An order Oopbuy captures from a Taobao, Tmall, 1688 or Weidian listing.
- DIY order: Door 2. A manual order for any other link.
- SelfShop, Foundry Select, Oopbuy Selection: names used for Door 3, Oopbuy's own Mall.
- Stocked in / Warehoused: the status that starts the 120-hour return clock.
- QC photos: warehouse inspection photos, standard ones free and generally three.
- GL / RL: community shorthand for green light (keep) and red light (return).
- Rehearsal packing: pre-weighing a parcel before you submit it, 20 CNY.
- Self or fuzzy declaration: itemised customs values, or a single total.
- Abnormal package: a parcel with incomplete information; 30 days of storage instead of 90.
Frequently asked questions about the three doors
Short answers with the page each comes from. Longer explanations are on the door pages and on Rules compared.
Answers were checked against official Oopbuy pages on 2026-10-15. If an answer depends on which door you used, it says so.
Is the Oopbuy Spreadsheet run by Oopbuy?
No. It is an independent partner site. Category links lead to a product catalogue; all ordering happens on oopbuy.com.
Which door should I use if an item is on both the Selection tab and the 1688 tab?
If you want written return terms, the 1688 tab (Door 1). Our public-page review did not find a Mall-specific return window; confirm the terms shown for the actual item.
Does Oopbuy charge a service fee?
Its Service and Fees page says 0. You pay the item, domestic freight, international shipping and a declaration fee that is generally 8 CNY per parcel.
How long do I have to return an agent-order item?
120 hours from the next full hour after the item is "Stocked in", if the seller offers guaranteed returns. The seller decides.
Can I return a DIY order?
Our public-page review on 2026-10-15 did not find a dedicated DIY return window. Ask support and the seller about your item before funding it.
Will Oopbuy check if an item is genuine?
No. The Shopping Guidelines say it offers no guarantee of authenticity, and the DIY form says it cannot distinguish the quality or authenticity of goods. Obvious counterfeits found in inspection can be destroyed without refund.
How many QC photos do I get?
Regular inspection photos are generally three and free. Extra detailed photos are 1 CNY each.
How long is storage free?
90 days from "received". What happens after that is stated four different ways; plan around 90.
What does PayPal top-up cost?
4.5% + $0.30 on the Top up page; an FAQ says about 3.7% + $0.30. The pages conflict; confirm the fee shown for your selected funding method before paying.
Can I combine items from different doors in one parcel?
Agent-order and DIY items both sit in the warehouse and can be combined into one parcel. Whether Mall items join the same pool is not stated. Items flagged as individually packaged (one side of 90 cm or more) or with route restrictions cannot be combined.
What happens if the seller never ships?
On agent orders the agent follows up on day 4 and every 3-4 days after, and suggests cancelling if the seller stays silent. Cancelling while an order is still processing is refunded within 24 hours.
Is there an Oopbuy app?
Yes: an iOS app listed as Oopbuy: Shop China Direct and an Android app on Google Play, plus the mobile site m.oopbuy.com.
How long does delivery take?
Official pages say 5-12 days, about 15-30 days, or whatever the live estimator shows for your route. Use the estimator and note the date.
The first questions are usually about stages
- Why is there another payment?
- The item purchase and international parcel are separate. The later amount depends on packing and the route; keep both records.
- Can I wait to decide about the QC?
- Review each item on arrival. The storage allowance does not extend seller return eligibility, and another pending item does not pause the first item’s deadline.
- Does an unknown link mean DIY is supported?
- No. The sorter recognises patterns locally. Ask support whether the link, goods and destination are accepted before submitting a manual order.
- What should I send support?
- The order or parcel identifier, the current stage, what differs from the expected result, and relevant dated evidence. Keep private details out of public communities.
Follow the full illustrated flow or review the budget and parcel notes when you need the surrounding steps.