Help, terms and FAQ
Three channels, one for counterfeit reports specifically
This site is not Tomebuy's support desk; these are the channels Tomebuy itself publishes.
| Channel | Use it for | Notes |
|---|---|---|
| [email protected] | General order, account, and shipping questions | 24-hour reply target on business days, Monday to Friday 9:00 to 18:00. |
| Crisp live chat | Quick questions while browsing tomebuy.com | Available site-wide, including before sign-in. |
| [email protected] | Counterfeit-product complaints specifically | A separate address from general support; routed this way by Tomebuy's own policy pages. |
| /complaint.html | Formal complaints and suggestions | A standalone form on tomebuy.com, outside the help centre. |
Terms this process uses, defined plainly
QC
Quality check: the warehouse-stage inspection and the free photos that come out of it. Covered in full on the QC page.
Waybill
The shipping document you submit once you decide which items in storage should move together on one international shipment; submitting it is what starts the freight stage of the manifest.
Volumetric weight
A billing weight calculated from a parcel's dimensions rather than a scale reading, used when it is higher than the actual weight. See the freight page for the formula.
Consolidation
Combining more than one warehouse item into a single outbound parcel to avoid paying the first-weight charge and handling fee more than once.
Declared value
The value stated on the customs form for a parcel, which customs compares against a country's duty-free threshold. See the thresholds Tomebuy publishes on the freight page.
IOSS
Import One-Stop Shop, an EU VAT collection scheme for low-value imports; Tomebuy says it holds an IOSS registration for EU-bound parcels.
DIY Orders
Tomebuy's manual order form for products on platforms it does not search directly, such as Xianyu or Xiaohongshu.
Answered from Tomebuy's own published pages
Does Tomebuy guarantee an item is authentic?
No. Its own FAQ states plainly that it does not guarantee the authenticity, brand authorisation, or regulatory compliance of items sourced from third-party sellers, and that the buyer is responsible for checking local import rules. Its Anti-counterfeiting Policy separately prohibits buying counterfeit goods through the service.
Who arranges international shipping?
Tomebuy, through logistics partners it selects; the specific method, transit time, and customs handling depend on the destination and the shipping option chosen at checkout, by Tomebuy's own description.
Can I track my order through each stage?
Tomebuy's order statuses (paid, processing, in storage, and onward) are visible in the account dashboard once you are signed in; this site has not been able to capture that screen for automated browsers, as noted on the manifest page.
What platforms can I order from?
Taobao, Tmall, 1688 and Weidian by direct link or search; anything else, including Xianyu and Xiaohongshu, goes through the DIY Orders form instead.
Is there a minimum order size?
Tomebuy's published pages do not state one for the core shopping-agent service; 1688 listings themselves sometimes carry their own minimum order quantities, covered on the buying smart page.
A few more worth answering directly
Can I cancel an order after paying?
Tomebuy's Order Questions FAQ describes cancellation getting harder the further an order has progressed: straightforward while the order is only marked paid, requiring a refund to account balance once purchasing is complete but the seller has not shipped, and needing seller coordination once the item is already on its way to the warehouse.
What counts as a commercial parcel versus a personal one?
Tomebuy names weight and item quantity as the basis customs uses: cross 10 kg in one parcel, or pack in a pile of the same item, and the odds tip toward a commercial read. See the buying smart page for how that affects consolidation planning.
Does Tomebuy check whether an item is authentic before shipping it?
No, not as a guarantee. QC is an appearance check against the listing, not an authenticity verification; Tomebuy's own FAQ says it does not guarantee authenticity, brand authorisation, or regulatory compliance. Its Anti-counterfeiting Policy separately prohibits using the service to buy counterfeit goods.
Tomebuy's own Help Centre
