Order help: the words on both order screens, short answers and contacts
Who to ask about which problem, a glossary of the terms on Hipobuy's agent and forwarding screens, and short answers to the questions asked most often about forwarding.
Where to get help from Hipobuy
Need help with an order? Write to [email protected] for customer service; the website and the app also offer a live chat. Hipobuy keeps [email protected] for business cooperation only.
For an agent order, the faster route is often the consulting service button on the order itself, which reaches the buyer agent who bought it. For a forwarded parcel, Hipobuy's terms send after-sales questions to the seller or sender, so start there for anything about the goods themselves.
Hipobuy gives buying hours, from 09:00 until 18:00 UTC+8, but no hours for customer service. If something goes wrong out of hours, write down the order or tracking number and the time, and keep photos.
Glossary of order words
Hipobuy's screens use several names for the same things, and the community adds its own shorthand. These are the terms you will meet on either order type.
- Agent order
- Hipobuy's name for an order where its buyer purchases the item for you, from a pasted link or one of the two manual forms.
- Custom Order
- The homepage button that opens the page holding both manual agent forms; an older menu called it DIY Order.
- Customized Order
- An agent order placed from photos or a description. The buyer looks for a match and replies within 24 hours.
- Fill and Buy (Manual Order)
- An agent order for a link the search bar cannot read; you type the product details and price.
- Forwarding Order
- An order for a parcel you or a friend already bought and posted to the warehouse. The same thing appears as transfer and transshipment.
- Tracking number
- The courier's number for a forwarded parcel; the only identifier of a forwarding order.
- Warehoused / Stored
- The status that starts the 90 days of free storage and, for agent goods, the 120-hour return window.
- Clear Balance
- An agent order paused because the real price or seller shipping is higher than you paid.
- Abnormal package
- A parcel signed for at the warehouse that cannot be matched to an order; kept 30 days, no reminder.
- Waiting for Confirmation
- A parcel that weighed more than estimated and needs the shipping difference paid.
- Consulting service
- The button on an agent order that reaches its buyer agent.
- QC photos
- Inspection photos, usually three, taken when goods are shelved.
- GL and RL
- Community shorthand for green light and red light on QC photos, meaning keep or send back. Not Hipobuy terms.
Short answers about forwarding
These are the questions most frequently asked by people choosing between the two orders, answered from Hipobuy's own pages.
Can I forward something I bought on Taobao myself?
Yes. Hipobuy lists people with their own Taobao or Alipay accounts as forwarding users. Give the seller the warehouse address from your account and register the tracking number.
Does Hipobuy check forwarded goods?
Every forwarded parcel is opened for a prohibited items check and photographed for you to confirm. Specialist goods get no specialist inspection.
Can I return a forwarded item through Hipobuy?
No. The forwarding terms rule out after-sales on forwarded goods; Hipobuy can only ship them back to the seller or sender.
What if the tracking number is wrong?
Change it with Modify Tracking Number on the order page. A parcel that cannot be matched is kept 30 days from being signed for, with no reminder.
Why did money leave my balance without asking?
If the domestic courier fee for a forwarded parcel is collected on delivery, Hipobuy pays it and takes it from your balance without a confirmation step.
Can agent goods and forwarded goods share a parcel?
Yes, when the shipping line's weight limits and requirements allow it. Restricted or individually packaged items can force a split.
Is there a fee for forwarding?
No forwarding fee appears in the formula: international shipping plus the customs line, generally RMB 10.00 per parcel.
Where is the forwarding warehouse?
In China; Hipobuy's tutorial image from August 2025 shows Shenzhen, Guangdong. Use the full address shown in your account.
Community channels Hipobuy links to
Hipobuy points to a Reddit board, r/Hipobuy_, and a Discord server from the banners on its own site; its social media notice also names official YouTube and TikTok accounts.
We list them because readers ask where to see other buyers' parcels, not because we vouch for what is posted. Posts there are opinions; for a rule, the help-centre page is the one to quote to Hipobuy.
If a channel link here stops working, tell us and we will check it against Hipobuy's own site before replacing it.
