Help Center
Choose the task you need help with. For a change to an actual order or parcel, contact Hoobuy with its reference number.
Before you pay
Frequently asked questions · QC, GL, RL and shipping terms · Dated updates and service notices
Where to get help
Ask Hoobuy through the relevant order or parcel when you need a purchase, photo, return, payment or delivery action. Include the reference, selected option or last tracking event, and one clear question.
For using this website, follow the product guide or the calculator instructions. This guide cannot edit an order or access your account.
Open Hoobuy support Read the calculator instructionsWhen a purchase needs attention
- The link will not import
- Try the original item URL, not a shop page. Ask about a manual order with the exact colour, size, quantity and a screenshot.
- Payment is complete but purchase is pending
- Read the order messages for a price or option question. Ask which action is holding up the purchase.
- The seller has no stock
- Choose a named alternative or cancellation. For a refund, check where the credit goes and the withdrawal process.
When warehouse photos are missing or wrong
Match the seller’s domestic tracking number to the order. A delivered scan can precede warehouse check-in. Check the stated processing period before raising a missing-photo query.
For an incorrect item, show the selected option and the relevant warehouse photo. Request a check, extra view or return, and ask the agent to keep it out of the parcel until resolved.
Order [number]: I ordered the larger bag with a shoulder strap. Please confirm the dimensions and whether the strap is included before this item is shipped.
When the parcel is in transit
A tracking label is not the same as carrier acceptance. Check the parcel status for the handover and look for a local tracking number after arrival in the destination country.
If scans stop, send the parcel number, last scan and date to support. Ask what the next expected event is and when an enquiry can be opened. At delivery, keep packaging, labels and photos for any damage or missing-item claim.
Contact Hoobuy about an order or parcelQC, GL, RL and shipping terms
- QC
- Warehouse inspection and photos of the item received for your order.
- GL / RL
- Green light and red light: community shorthand for accepting or questioning visible details, not an official product grade.
- Consolidation
- Combining eligible warehouse purchases in one parcel.
- Volumetric weight
- A size-based weight calculated from the parcel’s dimensions and the route divisor.
- Chargeable weight
- The weight the selected route bills after applying its own comparison, rounding and minimum rules.
Frequently asked questions
Why is the shipping payment separate?
The parcel price depends on what reaches the warehouse, the packaging and route you choose. Purchase payment does not normally include that later international leg.
Can I combine everything?
Only eligible items can travel together. Check restrictions, box limits and storage deadlines; compare combined and split costs.
What does volumetric weight mean?
It represents the space a box occupies. Some routes compare it with actual weight before applying their billing rules.
Can this website change my order?
No. Use the order or parcel thread in your official Hoobuy account so support can act on the correct record.