1. CNCNGO Purchasing Advantages

1. We are capable of helping you purchase products from all online and offline channels in China free of charge.
2. You can purchase goods from different sellers, and these goods will be gathered in CNCNGO's warehouse in China.
3. We will process your orders and consultations as quickly as possible.
4. At CNCNGO, you will enjoy excellent after-sales service guarantees and customer service support.

2. Order Processing Service Standards

Services

• Service Details
  • Standard Service
  • Value-added Service
  • Purchase
    • Verification of Shipping Restrictions: We will review the order in accordance with the latest customs policy and confirm with you if there are risks and restrictions in the delivery process.
    • Processing Time of Order
      • Orders submitted between 09:00 and 18:00 (Beijing Time) will be processed within 6 hours.
      • Orders submitted between 18:00 and 09:00 (Beijing Time) will be processed before 14:00 the next day.
      • The agent shall fulfill the order within 24 hours after the user has confirmed or made payment replenishment for the order.
    • 【Speedy Response】
      • Speedy Response orders paid between 09:00 and 18:00 (Beijing Time) will be responded to within 1 hour.
      • Speedy Response orders paid between 18:00 and 09:00 (Beijing Time) will be responded to by 10:00 that day.
      • The agent shall fulfill the order within 24 hours after the user has confirmed or made payment replenishment for the order.
    • Payment Underpaid: If the item price or freight is inconsistent with that submitted by the user, the shopping agent should set payment make-up according to the actual value of the item when processing the order.
    • Order Cancellation: When the user applies for canceling the order in the "Processing" status, the shopping agent shall proceed with order cancellation within 24 hours and refund the actual amount to the user. When the user applies to cancel the order in the "Purchased" status, the shopping agent shall check with the seller within 48 hours and accept or proceed with the return request according to the actual situation.
  • Delivery
    • Follow-up on Delivery By Seller: Generally, Chinese domestic sellers will send out deliveries within 3 to 7 days. The actual duration depends on the seller. For orders not shipped within 3 days, the shopping agent shall follow up for the first time on the 4th day and follow up later every 3 - 4 days. If the seller does not deliver the item or fails to reply all the time, the shopping agent shall instruct the user to cancel the order. (Except for pre-sale/deposit-paid orders).
    • Expedited Delivery By User: When the user clicks the order for expedited delivery, the shopping agent shall verify the delivery time and notify the user within 24 hours. If the seller doesn't reply, it shall be synchronized to the user according to the actual situation.
    • Item Out of Stock: If the seller informs that the item is out of stock, the shopping agent shall synchronize the information to the user. If the user doesn't reply within 72 hours, the shopping agent will take the initiative to cancel the order for the user.
    • Follow-up on Separate Orders: For separate orders, the shopping agent shall first follow up the delivery within 48 hours, verify the seller, and inform the user of the delivery information.
    • Follow-up on Delivered Order: The shopping agent shall follow up whether the logistics track is normal within 48 hours after the order has been delivered for more than 3 days without signing in. If the logistics is abnormal, the shopping agent shall contact the seller to verify the order and synchronize the information to the user.
    • Return/Exchange for Delivering Order: For an order in the "Delivering" status, when the user applies for return or exchange, the shopping agent shall check with the seller within 48 hours and accept or proceed with the return or exchange request according to the actual situation.
  • After-Sales
    • Order Enquiry: The shopping agent shall respond and reply to the order enquiry initiated by the user within 24 hours.
    • Reply to Inbox Messages: The shopping agent shall respond and reply to the inbox messages from the user within 24 hours.
    • Processing Time of Refund: For an order in refund, the shopping agent will refund to the user after getting the refund from the seller within 4 - 10 days. In case of special circumstances, the shopping agent will verify the situation and synchronize the information to the user.
    • Processing Time of Return: The shopping agent shall negotiate with the seller to confirm whether the return can be handled according to the user's return application and the rule of Return Guarantee within 48 hours. In case of special circumstances, the shopping agent will verify the situation and synchronize the information to the user.
    • Processing Time of Exchange: The shopping agent shall negotiate with the seller to confirm whether the exchange can be handled according to the user's exchange requirement within 48 hours. In case of special circumstances, the shopping agent will verify the situation and synchronize the information to the user.
    • Return/Exchange Guarantee: Within 5 days after the stock-in of the ordered item, the user can apply for Return/Exchange Guarantee. The shopping agent shall accept or proceed with the return/exchange request within 48 hours according to the seller’s after-sales rules.
    • 【Return/Exchange service fee】The user can enjoy a free return and exchange service every month. Once the attempts are used up, procession fees will be incurred: 5 CNY for return and 5 CNY for exchange.
    • Quality Inspection: If the item has some quality issues through quality inspection or the user points out the defect of the item, the shopping agent shall check with the seller and assist the user in negotiating with the seller.
    • After-sale Service for International Parcels: If the user needs the shopping agent to contact the seller when applying for after-sale service of the parcel related to the problem of the item, the shopping agent will verify with the seller free of charge and send the verification information to the customer service.

3. Disclaimer for Third-Party Shopping Agents