Help Center

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.

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? Solo tiene que pagar bienes, fletes y servicios para experimentar el Servicio de alta calidad que nos representa.

A：Shopping Agent Service is our cord service. We purchase items from China to our customers based on customers’ wants and instructions. In addition, we provide services for the whole process from recommendation in purchasing, quality inspection, storage, delivery and after sales services to ensure our customers receive satisfied items. The best shopping experience will be gained by using our Shopping Agent service.

Through Ponybuy’s website, you can get what you want by making payments with local currency. The processes is shown as below:

1.Log in to our website to search the items you would like us to purchase for you by providing items details，like name,link or pictures. In this step, we will provide some related information, such as delivery or purchase tip/ recommendations, or even to assist you to find the better options.
2.Once the items have arrived to our warehouse, we will inspect the items quality for you and store them in our warehouse. You have up to 60 days free storage to store your items.
3.You could pick a suitable time for delivery and remind us to deliver your items to you. If you do not need those items immediately, we recommend you to stock more items and deliver them into one shipment in order to save shipping fee.
4.No matter whether the items are on its way or arrived to your place, our customer service will take responsibilities to assist you regarding to any after-sales issues.

Customers need to pay for the cost of goods, shipping, and additional service fees. However, this means that our service quality can be quite good. In contrast, our goal is to provide the best customer service in this field.Therefore, we welcome our customers to compare us with other service providers in the market in terms of service quality and charges （Comparison of other service providers）. Therefore, we welcome our customers to compare us with other service providers in the market in terms of service quality and charges （Comparison of other service providers）.   

A：

1. Our parent company has specialized in the logistics industry for over 20 years, we can offer safer, faster and cheaper logistics routes.

2. We have stronger supply chains to provide high quality goods

3. More comprehensive payment methods that support most major payment methods.

A：Taobao is only an e-commerce platform for a single seller to sell their products overseas. In contrast, we are a service provider. The most obvious distinctions are detailed inspection services, combined delivery services, and after-sales services.

We will inspect items for our customers in order to reduce the chance of returns or unsatisfied. And customers can combine varied items into one parcel to deliver abroad in terms of money saving. Last but not the least, our fabulous customer services are incredible and irreplaceable as our customer service will solve any problems regarding to the items and delivery. Taobao cannot provide this incredible service but we can. To sum up, we are not like Taobao for being an online commerce platform, but we provide services and responsible for our customers in order to become the reliable friends with our users.

A：As mentioned earlier, Ponybuy is not only providing shopping agent services to our customer, we also provide a strong and efficient after-sales service, including quality issues and delivery issues. We are not like other platforms that transfer the responsibilities to sellers or logistics companies, because Ponybuy is our customers’ reliable friends. Our unique customer service team, who are professional and bilingual, will follow up any of your enquiries until your questions have been solved because customer first is our aim.

A：Please contact your local post office to issue a lost certificate and forward it to us. We will get back to the logistics provider for verification as soon as possible. Once the logistics provider's verification is complete, the appropriate insurance claim will be made. The exact amount will be verified by the logistics provider.

A：Risk of customs detention, customs forfeiture, loss of local post office shipments, and theft of parcels.

Registering Ponybuy account is very simple, the entire process only takes 1 minute.

1. Click “Sign up” button on the top of the Ponybuy home page.

2. Visit the registration page, fill out your commonly used e-mail address, set up the username and password, enter verification code, then click the "Sign up" button to complete the registration.

A: The activation email may have been incorrectly flagged as spam by your email provider and moved to the spam folder. Check your spam folder regularly for any emails from the sender.

If you need to retrieve the account password, you can submit the application for retrieving the password by yourself online:
1、on the user login page, click on "forgot password "   

1. If you already have a PayPal account with sufficient balance, you can pay with balance when selecting "PayPal" as the payment method at checkout. After entering your PayPal account and password, you should enter or change the associated shipping address on the payment page first, which should be the same as the one for Ponybuy orders (select destination country when submitting the order and enter the shipping address when submitting the parcel), and make payment later.
(1) Select “Pay with PayPal Balance”

A：Refund will take 1-2 days to be processed.

A：All coupons or discount codes are used on the payment interface.

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

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.

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.

A：Warehouse will pack carefully depending on the type of item. Customers can also opt for value-added services to further customize the packaging.

A：We have value-added services to choose from. You can choose to pay to take more and more detailed photos.

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.

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.

A：Order prepare needs 4-5 busniess days

Shipping takes 8-15 working days

A: There are several reasons why you might be unable to track your international shipment:

Delay in Information Update: International shipping often involves multiple nodes and customs inspections in different countries, which can delay the update of tracking information. This means that the latest status of your shipment may not be immediately reflected in the tracking results.

Technical Issues: Occasionally, there may be technical issues or server failures at the shipping carrier's end, which can prevent the tracking information from being updated or displayed correctly.

Customs Clearance: Customs inspections and clearance procedures can take time and may temporarily halt the update of tracking information. During this period, the shipping carrier may choose not to update the tracking status to avoid confusing customers.

Lost or Misrouted Shipment: While rare, it's possible that your shipment may have been lost or misrouted during transportation. In such cases, contacting the shipping carrier for assistance is the best course of action.

A: If you are unsure where to pay the shipping fee for your order, feel free to contact our online customer services team, they will send you an email. Once you receive the email, please follow the instructions provided to make the payment for the shipping fee. After you have completed the payment, the relevant department will arrange shipping for your order promptly.

A: The shipping fee for your order will be determined based on the weight and dimensions of the items you have purchased, as well as the shipping destination. Once we have processed your order and determined the shipping weight, we will include this information in the email with the payment instructions.

A：Postage will be calculated based on the total weight of the items you choose to send. Only one postage fee is charged for each package sent from the warehouse to its destination(In rare cases, you may be asked to pay additional fees due to the courier company's reasons.).

A：International shipping fee is based on a combination of your product's actual chargeable weight and the logistics line that you choose to ship to your country.

Once your parcel is shipped, you can go to PC version –My Ponybuy– My parcel – Logistics Details for more information.

A：Don’t worry, as long as your items are legal, we will try our best to provide the best advices we can to you. Some special items might have different limitations due to the countries policy. Please contact our customer service team for more help.

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.

A：Friend,CS team's working time is : (9:00am-6:30pm), during working hours, the customer service team will deal with it in order. To provide you with professional and effective help. You can save time by leaving a message describing your problem clearly.

A：If you have any enquires or complaints, please feel free to contact our online customer services team. In addition, feel free to contact our CEO by sending him an email to express your shopping experiences with us. Our vision is to provide the best service to our customers and satisfy them, so that we will not allow seeing unsatisfied cases occurred. If so, we will definitely listen to our customers and solve the relevant issues for sure.

A：At the moment, we are aiming to provide the best customer services we can to our customers because we believe that the more satisfied users we gain the more relevant returns we gain. Your loyalties to stay with us and provide us your comments and suggests, and word-of-mouth to share us with your friends and families are the greatest returns for us.

A：Try wipes, alcohol, and an eraser to remove it first. If you can't erase it, please take a high-resolution picture to online customer service. We will feedback the situation to the seller for you as soon as possible.

A：Possibly broken due to violent shipping from the local post office. If the item is not lost or broken, please do not worry. If there is a problem, please contact online customer service in time.

A：It may be the warehouse staff packing error or logistics provider operation error, please contact online customer service, we will contact for you as soon as possible.

A：Please call the police immediately. The local policing situation is beyond our control, and that should be the responsibility of the local police.

A：Contact online customer service as soon as possible, take a video of the problematic area to show, we will negotiate with the seller as soon as possible.

A：Contact the customer service as soon as possible to verify that there is no error and we will make the return.

A：Measure the length with a ruler and compare the data with the seller's size chart. If the size matches, then it will be difficult to perform after-sales service. If the size does not match, please send the measurement chart to online customer service, we will feedback to the seller for you as soon as possible.

A：We fully understand your feelings and want to help you. However, due to the special nature of electronic products, they cannot be returned once unpacked for quality inspection, so we cannot professionally inspect them. It may be that there are some problems with the headphones themselves. But don’t worry, we will try our best to help you solve this problem. Now please try to record a video to show the problem of the goods, so that we can give feedback to the seller and try to consult the solution.

"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.

A：

Seller has not yet shipped:

We will consult with the seller for modifications.

Seller has shipped:

We are unable to negotiate a modification with the seller at this stage. If you insist on exchanging the item, you can apply for return service after the item arrives at our warehouse, and then resubmit the order to purchase the modified item, but the shipping cost incurred for returning the previous item needs to be borne by you.

A：If your order has arrived at our warehouse within the last seven days, you may be eligible for a return and refund, subject to our return policy. Please note that refunds may incur shipping and handling charges, which we recommend you consider before initiating a return. If you have any issues or concerns, we're here to help you resolve them.

Customized products are not eligible for standard returns or exchanges due to their unique and personalized nature.

A：Workers are professional and they have worked with many good suppliers, will inspect goods well and will update QC pics when receive.

A：Once your order is processed, it usually takes 4-5 business days for the items to arrive at our warehouse. This time frame may vary depending on the availability of the items and any unforeseen delays in shipping.

A：You can contact the online customer service and we will contact the warehouse to retake the photo for you.

A：

1. The order status is “Order pending”: You can visit user center → “Shopping Order” to cancel your orders. Your payment will be immediately refunded to your Ponybuy balance.

2.The order status is "Order processing”: You can visit user center → “Shopping Order” to cancel your orders. If we haven’t purchased the items, we will cancel the order and refund to your Ponybuy balance within one working day.

3. The order status is “Purchased”: You can visit user center → “Shopping Order” to click “Return/Refund” on the corresponding order. We will then request for refunds from the seller. If the seller has not yet delivered the items, the corresponding money will be refunded to your Ponybuy account balance upon seller confirmation, which normally takes 3 days.

4. The order status is “Shipped (Local)”: If the seller uses fake tracking number and does not send out the items; you can visit user center → “Shopping Order” to click “Return/Refund” on the corresponding order. We will then request for refunds from the seller. The corresponding money will be refunded to your Ponybuy account balance upon seller confirmation, which normally takes 7 days.

5.Days after the order status turns " Stored In Warehouse ": You can visit user center → “Shopping Order” to click “Return/Refund” on the corresponding order. We will then request for return with the seller but we cannot guarantee for approval. With the seller’s approval, we will process the return as soon as possible. The returned parcel tracking number will be displayed in the corresponding order. After the seller receives the items and refunds us, the system will automatically return money to your Ponybuy account balance. Generally speaking, this process takes 7-15 days and it depends on the time the seller spent in confirming the refund.

A：When package reached your local country, u can call your local to change the address. Or u can contact us to see if the package can be returned.

A：This is the information I got from searching the official website of the post office, please verify it.

And there are some suggestions that you can follow:

1. Check and verify package delivery records if monitoring is available near the place of receipt

2. Ask your family/ friend/ neighbor that if they signed the parcel for you

3. Please contact local post office, They are the ones who ultimately deliver your packages, and they are responsible for the successful delivery of your packages.

So you can contact them and ask them to help you find your packages, ask for information about your packages delivered, such as the person who signed for it, the address, and so on.

A：If there are still no updates for more than two weeks or so, please contact online customer service as soon as possible. We will solve it for you as soon as possible.

A：We will check with carrier and pls call your local custom for details, sometimes they need your help with custom, and also it takes time for customs, which varies from countries.

A：I suggest you contact your local customs as soon as possible to check the current status of your parcel. And actively cooperate with them by submitting the documents and certificates they need to help the parcel complete customs clearance.

If you do not contact customs for a long time and do not cooperate with their work, the parcel could be seized, destroyed or returned. If the parcel is in the above situation due to personal reasons, then it will be difficult to claim even with insurance.

(You could find the contact details of your local customs on Google).

A：There may be items that have been confiscated by customs or lost in transit or packaged incorrectly by warehouse personnel, so each case needs to be analyzed on a case-by-case basis.

A：It is the duty of every citizen to pay taxes on imported goods in accordance with the law. The exact amount is regulated by the laws of each country.

A：We will check with carrier to see what is the problem, cuz returned will be caused by many reasons like incorrect address, no one pick up the package and so on, have u checked with your local?

A：Of course you can. If you would like to work with us, please feel free to visit our Business Customer page （https://ponybuy.com）for more information. Our marketing team will follow up all the details with you as soon as we have received your request.