Start in the right place
HubbuyCN help, and what this guide cannot fix
This site is an independent guide. We are not HubbuyCN, we have no access to your account, your parcel or your money, and we cannot issue a refund or chase a courier. If something has gone wrong with an order, the useful contact is the operator, not us.
What we can do is explain what the official pages mean, and tell you which deadline you are up against before it passes.
Contacting HubbuyCN
These come from the official footer and contact page. Support runs on Beijing time, which is worth planning around if you are in Europe or the Americas.
| Route | Detail |
|---|---|
| Customer service email | [email protected] |
| Business and cooperation | [email protected] |
| +86-13302465420 | |
| Live chat | The chat widget on hubbuycn.com, during support hours |
| Support hours | 09:00 to 18:30 Beijing time, seven days a week |
| Official contact page | helpCenter contact page |
Source: hubbuycn.com footer and contact page, checked 1 Aug 2026.
Deadlines
The clocks that matter
Miss these and the official pages say the answer becomes no, regardless of how reasonable your case is.
Before you sign
Check the outer packaging and the weight. If it is damaged, inspect in front of the courier and note it or refuse the delivery.
Two working days
If you signed without checking and it was damaged, evidence including the original packaging, invoice and photographs is due within two working days.
72 hours
Anything else wrong with the parcel has to reach customer service within 72 hours of signing.
270 and 300 days
Storage reminder, then abandonment. For a parcel that cannot be matched to an account, 60 days from signature.
Contacting us
If something on this site is wrong, out of date, or reads like marketing rather than explanation, tell us and we will fix it. That includes the case where HubbuyCN has changed a policy and we have not caught up yet.
Use the official support channels below for an order or parcel problem. This independent guide cannot see your account or process a refund.
A glossary of the words this service uses
None of these are our coinages. They are the words the official help centre files its own pages under, which is why the figure beside the table is that file tree rather than a drawing.
| Term | What it means here |
|---|---|
| Waybill | The international parcel, as an object you create. Submitting a waybill is how you tell the warehouse which stored items go in this box and which route it takes. |
| Pay for order / pay for parcel | The two payments. The first buys the goods and their trip to the warehouse in China. The second buys the flight to you, once there is a real weight. |
| Inspection | The appearance check done when goods arrive at the warehouse. Scope is narrow and written down; see the section above. |
| Transshipment / forwarding | The other half of the service: a parcel you bought yourself, sent to the warehouse, then forwarded on. No purchase is involved, so none of the purchase side rules apply to it. |
| Volumetric weight | What a light but bulky box is charged as. Routes price on whichever is larger, the real weight or the calculated one. |
| Declared value | The number written on the customs paperwork. It also caps what compensation can pay out, which is the part people discover late. |
| Storage period | How long goods may sit in the warehouse between the two payments before the clock runs out. |
