Help
ACBuy help, questions and buying terms
Most delays come from asking the right question in the wrong place. ACBuy support can see your account, your orders and your warehouse. It cannot rewrite a policy, and it is not the fastest way to read one.
Its published hours are 09:00 to 18:00 Beijing time in the recorded contact page, at [email protected]. If you are in Europe or the Americas, that window closes before your afternoon, so a question sent with everything attached is worth a day.
What the official help centre covers
Categories listed on the ACBuy help centre when we read it on 2026-08-06. If your question is one of these, the written answer is faster than a conversation.
Value added services
Warehouse extras, priority handling in and out, and the customised photo service.
Account and agreements
Account management and the electronic agreement you accept when you order.
Shopping and delivery guides
The shopping service guide, plus delivery instructions covering warehouse value added services.
Promotions and events
Campaign terms. Amounts and dates change constantly, so this guide never quotes them.
Frequently asked questions about ordering a find
Every answer names where it comes from and when we read it. If an answer here contradicts the official page today, the official page is right and we would like to know.
Does ACBuy charge a service fee?
On regular platforms ACBuy states it charges no agent service fee: you pay the product price and the domestic shipping the seller charges. On what it calls special platforms a service fee of 10 CNY per item applies, and its published list of those platforms names Xianyu, Paipai, Zhuanzhuan, Douyin, Xiaohongshu and Youzan while saying the list is not exhaustive. On the DIY Order route the actual service fee is verified by an agent after you submit. Read 2026-08-06 on the service fee page.
Why does pasting my link do nothing?
Three common reasons, in order of likelihood: you copied a search results page or a share link rather than the product page, the marketplace is one ACBuy does not read automatically, or the listing has gone. The router separates the three, and the DIY Order form is the documented fallback for the second case.
What is DIY Order, in plain terms?
A form where you supply what the system could not read: the link, a name of up to 100 characters, the specification or material, the unit price in CNY, the quantity, and the domestic shipping fee. If you do not know the shipping fee, ACBuy tells you to enter 0, and an agent verifies it and raises a payment afterwards.
Can ACBuy buy anything from any Chinese site?
No, and it says so. Its own order form names Kongfuzi Used Books, Xiaohongshu and Youzan as platforms where there is a chance the product cannot be purchased. Separately, the About page lists Pinduoduo and Vipshop among the platforms you can buy from, which does not match the fee page. Where the official pages disagree, ask support in writing before you pay.
Does ACBuy check whether my item is genuine?
No. The wording on its own order page is that ACBuy cannot distinguish between product quality and authenticity, and that you bear the related risks before placing an order. Its disclaimer also places infringement liability on the third party seller. Any guide telling you otherwise is not reading the same page.
How long can things sit in the warehouse?
Check the storage deadline shown for each warehouse item. If it approaches before you can ship, ask ACBuy about extension options and charges. Resolve any return request before its separate deadline.
Can I return something?
There is a return and exchange window that runs from when goods are stored, with a service fee, a list of excluded categories, and the condition that the seller agrees. It is a real option and a poor substitute for reading the measurement chart. The terms are on the official returns page.
Will I pay customs duty?
Tax and clearance requirements depend on your destination and the contents. Check the current customs rules and your route terms. The costs guide explains which charges belong in your budget.
Who actually runs ACBuy?
Its contact page names WYMOND LIMITED, company number 12872556, at a London address, and notes that the address is not a returns address. Support runs 09:00 to 18:00 Beijing time at [email protected].
Who runs this site, and how does it make money?
We are not ACBuy. This is an independent guide, and links to acbuy.com carry a referral code, so we may earn a commission if you register and order. That does not change your price, and it is why the sections about what ACBuy declines to do are as long as the sections about what it does. More on the about page.
How to write the message
Support answers what you send them. A message that contains the order number, one screenshot and one question tends to come back in one reply, and a message describing a feeling tends to come back asking for the order number.
For anything with a number in it, ask for the answer in writing and keep it. Fees, platform lists and route restrictions all change, and a dated reply from support is worth more than any guide, including this one.
If you think something here is wrong or out of date, the email in the footer reaches a person, and corrections get logged on the updates page.
Shopping terms: QC, GL, RL and consolidation
- QC
- Quality-control photos or checks recorded after an item reaches the warehouse.
- GL / RL
- Community shorthand for “green light” / “red light”: accept or flag an item. These are opinions, not authentication or an automatic instruction to the agent.
- Consolidation
- Combining several warehouse items into one outbound parcel. The final size and route decide whether it saves money.
- Volumetric weight
- A chargeable weight derived from packed dimensions under the route’s formula.