Help Center

Ponybuy's all about making shopping from China simple for folks overseas. We're here to help you navigate through the buying process, from hitting up Taobao and 1688 to dealing with shipping your buys internationally. We do it all - buying, checking the quality, storing, and shipping.

Ordering with Us

Order Times: Place your order between 9 AM and 6 PM Beijing time, and we'll get it sorted within 6 hours. Orders from 7 PM to 8 AM? We'll have them processed by 2 PM the next day. Heads up: this doesn't cover when we can't reach the seller or if there's something unusual about the order.

Seller Shipping Times

Most times, sellers on Taobao will get your stuff shipped within 3 to 7 days, except for custom or pre-order items. Buy from Jingdong or Amazon, and if they handle their own shipping, you'll see your stuff shipped the same day. If not, give it 3 to 5 days.

Delivery to Our Warehouse

If the seller's in Guangdong province, like our warehouse in Huizhou, expect your stuff in 1-2 days. Other places? Around 3-5 days.

Refunds?

"Order pending": Cancel straight from your user center, and you'll see a refund in your Ponybuy balance ASAP. If we haven't bought the item yet, you'll get your refund within a day.
"Purchased": Hit "aftersales" in your order, and we'll chat with the seller about a refund. If they haven't shipped yet, you'll get your money back in about 3 days once they confirm.
"Seller Sent": If the tracking number's fake and nothing's been sent, use "aftersales" again. We'll sort a refund for you, which usually takes about 7 days after confirmation.
"Stored In Warehouse": Within 5 days of this status, you can ask for a return. We can't promise the seller will agree, but if they do, we'll handle it fast. Once the seller refunds us, you'll see your money back in your Ponybuy account, usually within 7-15 days, depending on the seller's speed.

Got Feedback?

Our customer service is here for you 7×24. Got a question or something to say? Our Customer Manager's just an email away at [email protected]. We're all about top-notch service and making sure you're happy.

Not Sure About What to Buy?

Just ask! Our 'Experts Service' team can help you find great deals and quality items from reputable sellers.

Looking to Buy Special Items?

If it's legal, we're on it. We'll advise you on what you can ship, considering the destination country's rules. Just reach out to our customer service team for guidance.

Worried About Quality or Shipping Issues?

Ponybuy doesn't just stop at being your shopping agent; we're here to support you after your purchase too. If there's a problem with the quality of your items or with shipping, we've got your back. Our customer service team is ready to tackle any issue, putting you first.

What's a Shopping Agent Service?

In a nutshell, we buy stuff from China for you, based on what you tell us you want. We'll recommend, buy, check, store, and ship your items, ensuring you're happy with your purchase. And the best part? We don't charge service fees. You just cover the cost of your items and shipping. Quality service without extra fees is what we stand for.

Ponybuy's here to make your shopping experience hassle-free, letting you enjoy the best of Chinese e-commerce without the stress.