Where the official rules live
This site explains. The help centre decides. When the two disagree, the help centre is right and we want to know about it.
Still browsing? The category shelves are a better starting point than a rule book.
The help centre is the authority, not this site
Everything that can stop a parcel is written down, in one place, by the people who will actually stop it. The banner calls them website FAQs, which undersells them badly: several of those articles are terms of service in all but name.
We quote them, date every quotation, and link to the original. Nothing here is a substitute for reading the article that applies to your order, and nothing here binds the agent. If a rule below has changed since we captured it on 2026-09-23, the version on their site is the one that counts.
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The shape of the help centre, and the branches that matter
The sidebar is the fastest way to judge what is documented. Four branches carry almost everything a first-time buyer needs.
International shipping holds the delivery instructions, value-added services, customs and duties, shipping restrictions and how to submit a shipping order. Proxy purchase service holds the buying rules and the inspection rules. Account assets holds registration and balances. The after-sales branch holds the cancellation, refund and refusal rules, which are the ones nobody reads until it is too late.
Read the customs article before your first order and the refusal article before your first expensive one.
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How long the warehouse will hold your goods
This is the number that decides whether consolidation is worth it, and the agent publishes two different answers. The purchasing guide states ninety days of free storage. The help centre article on storage states three hundred. Both were captured on 2026-09-23 and both were live at the same moment.
The longer version comes with conditions worth knowing. The clock starts when the order status reads that the goods are in storage, not when you paid. A reminder email is sent at two hundred and seventy days. If no delivery order has been submitted and no feedback given by the end, the goods are treated as abandoned, and the article is blunt that no further notice is given once that has happened.
Two shorter clocks sit inside the same article. Packages that arrive without a completed order or without logistics information are held on a sixty day clock counted from the moment the parcel was signed for. Perishable goods are held for about a month, whatever the main period says.
Our advice is unglamorous: plan against ninety days, and if the difference between the two figures would change your decision, ask support in writing and keep the reply. The full article is at the storage article.
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Where to find a waybill number when nobody has sent you one
The single most common support question on the forwarding path has an answer printed on a public page, and almost nobody finds it. The tracking page carries a notice telling you exactly where to look: the shipping confirmation email, or the receipt the courier gave you.
The same notice explains why it matters. The waybill number is the unique identifier for your package, and without it there is nothing to track and nothing to match your box against. If your seller has sent neither an email nor a receipt, the number does not exist yet and no amount of contacting the agent will conjure one. Go back to the seller.
What happens to a forwarding order submitted without one is not left vague either. The help centre states that goods cannot be inspected or stored against an order whose logistics number is missing. See the article on completing the tracking number.
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The grounds on which an order can be refused
Seven of them, listed in one article, and they are worth knowing before you spend money rather than afterwards.
Goods in prohibited or restricted categories. Goods suspected of being illegal, counterfeit or infringing. Information from the user that is untrue, incomplete or meant to evade review. A destination, route, payment channel or carrier that does not support the shipment. Sanctions, anti-fraud, anti-money-laundering or other compliance review. A parcel that presents a safety risk or is unsuitable for international transport. And a lawful request from a court, regulator, customs authority, rights holder or partner institution.
Two things follow from that list. Refusal is not limited to the moment of purchase: a related article states that goods already sitting in the warehouse can still be refused if a legal, customs, payment or carrier risk is identified later. And the third item on the list is the one most likely to catch an ordinary buyer, because it covers a declared value chosen to slip under a threshold. That is the field discussed on what you type, and the rules are at the refusal article.
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Three letters everybody uses and nobody explains
None of the abbreviations below appears anywhere in the official documentation. They are community shorthand, invented by buyers, and they carry no official status at all. That is the most important thing about them.
QC means the quality check photographs taken when goods arrive at the warehouse. This one the agent does provide, under that name in spirit if not in letter, and what it does and does not cover is on checks worth doing. GL and RL are the community verdicts on a set of those photographs: broadly, good enough to ship, or not. They are strangers on a forum giving an opinion.
So a batch being called good by a forum is not a warranty from anybody, and the agent will not accept it as grounds for anything. Use the vocabulary to talk to other buyers. Do not use it to talk to support.
* What the letters mean
Community shorthand, not agent vocabulary. No official weight, no recourse.
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Frequently asked, answered from the pages that decide
Seven questions that come up before a first order. Each answer points at the official page it comes from, because an answer you cannot trace is worth about as much as a guess.
Where the agent has published two different answers, both are given and neither is picked for you.
- Does Hubbuy sell any of these products itself?
- No. The disclaimer quoted on what Hubbuy does says that goods offered for proxy purchase come from third-party platforms and are not sold by the agent. Money, logistics and photographs are the service. What is inside the box is somebody else.
- How long will the warehouse hold my goods?
- Two published answers, ninety days and three hundred, both live on the same day. The conditions attached to the longer one are set out higher up this page. Plan against the shorter one and ask support in writing if the difference would change your decision.
- Why is there no coloured size selector on my order form?
- Because the link could not be read automatically. Four Chinese platforms are crawled; everything else switches the form to manual, which is a documented state rather than a fault. The boxes you then fill in yourself are listed on what you type.
- Do I have to supply a tracking number?
- Only if you shipped to the warehouse yourself. On that path it is not optional: the help centre states that goods cannot be inspected or stored against an order whose logistics number is missing.
- Who decides the declared value?
- You do, if you want to. Otherwise the agent sets one from the destination. Choosing a figure in order to sit under a threshold is covered by the third of the seven refusal grounds above, so it is not a free choice.
- Why does the site ask me to pay twice?
- The first payment covers the goods and the seller leg inside China. The second covers the international leg and cannot be calculated until there is a real box with a real weight. The run in order is on your first order.
- Is a forum verdict on a set of photographs worth anything to support?
- No. Those verdicts are buyers talking to buyers. The agent has never used that vocabulary in its own documentation and will not accept it as grounds for a claim.
Signing for the parcel is a check too
The last check of the whole run happens on your doorstep, and it has a deadline attached. The article says to look at the outer packing, the seals and the weight before you sign.
After that there is a window for raising problems, and it is measured in hours rather than days. Photograph the box before you open it.
After the sign of the parcel, if there is any problem, please give feedback to customer service within 72 hours.
Official help centre, Notes for Parcel Receipt, captured 2026-09-23. Full article: the parcel receipt notes.