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FAQ

    How can I become RORBUY member or join RORBUY?
    Please find the register entrance in the homepage, then register to join RORBUY. Enter the necessary information and click “Sign Up”. A verification letter will be sent to your registered email address, please click the link in your letter to activate your account. Then you will be a fully registered member that ready to shop safely in China.

    Can I change my email address?
     Yes, you can. Please sign in to our website, go to “Personal Profile” on the left side of the page. Then click “Edit email” on the top and enter your new email address.

    Can I change my username?
    Sorry, you cannot. Once you choose a username, it cannot be changed. Please choose carefully before you register.

    What should I do if I forget my password?
    You can create a new password by clicking here or the “Help” button on the top of our website. Please note that the new password will be sent automatically to your registered email address.

    I forgot my registered email address (I usually log in RORBUY with my username), what should I do?
    You will need to contact our customer service.
   
    How can I change my password?
    After logging in, please go to “Personal Profile” on the left side of the page. Choose “Change Password”, and then enter the current password as well as the new password.

    How long will my order be processed after it is made?
    Your order will be processed within 24 hours in business days. If any problem about your order keeping on in processing status, please check the message from the purchaser or contact the customer service.

    What is RORBUY exchange rate?
    RORBUY exchange rate is 1 USD = 6.0 and is adjusted according to the Bank of China rates.

    When should I tell you my shipping address?
     When submitting delivery, you are required to fill in the correct shipping address as well.

    When should I pay the shipping fee?
    After successfully placing your order, please pay attention to your order status.  When order status changes to "Arrived", you can submit delivery, and then the shipping fee will be charged.

    How much is your service fee?
    RORBUY service fee is 9.9%*(items fee + the domestic shipping fee).
    The minimum service fee is 5.6 USD.

    How do I pay the remainder domestic delivery fee and item's fee?
    You will need to pay it when you submit the order. If it's successfully paid, the itmes will be transfered from shopping cart to "my order".

    I'm in China but don't have a Chinese credit card, can I enjoy your service?
    Yes. RORBUY.com can help you buy products from taobao.com no matter where you are, you can add money to your account on our site by Paypal via Visa credit card, Master credit card, JCB credit card, Webmoney, WesternUnion, RBK Money, QIWI and Wire transfer. After you made the payment when the items arrive at our company, we will send your commodity directly to your address. The cost of this service is 10% of the total transaction as well.

    If I need to transfer money, which currency should it be?
    We only accept the USD currency.

    Which payment methods does RORBUY accept?
    At present, we accept Paypal, Visa credit card, Master credit card, WesternUnion, WebMoney and Wire transfer.

    If I charge my account by Visa credit card, can I withdraw my money by WesternUnion, Webmoney or others?
    No, you cannot. If you charge by Visa credit card, you could only withdraw money via Visa credit card.

    I added money to the payment system with my Visa credit card, but the money has not shown up yet. What should I do?
    The payment is most likely being processed, and has encountered a slight transit delay. Please contact RORBUY for more information if needed: rorbuy email

    Is it safe if I add money on the payment page?
    Yes, it is safe. Please do not worry about it.

    Where I can check the refund from my purchaser?
    Please go to your account history, press "Consumer record". The money will be returned to your account automatically.
    
    I am a regular customer, how about discount?
    You get points for finished orders which could exchange for coupon or help you becom VIP member. Click here for detials.

    Do you guarantee the quality of items I bought?
    Sorry, we are not responsible for the quality of your items. If you are not satisfied with your purchase, please inform us as soon as possible. Only in case that the item is completely different from what you have been told and differs from what you saw in the pictures, we will take the responsibility. 

    I press "Received" by accident, while I had not got my parcel yet, is it ok?
    It does not matter. When you get your parcel, please leave feedback on our website.

    I do not want the stickers in my parcel, can you remove it?
    Please write notes when you submit delivery. Send also an email to rorbuy email. We will remind our workmate to remove it.

    How long can you keep my items in your company?

    Now we can keep your items for at least 3 months. Please submit delivery for them as soon as possible. After 3 months, we will charge storage fee until 6 months maximum. After 6 months we will not keep your item.

 

    When entering the link, nothing appears in the form, what should I do?
    The information cannot be retrieved by our system. Please enter them manually.

    There are some items from the same seller in my order, but I paid the domestic shipping fee for each item. Can you merge the domestic shipping fee for me?
    Yes, we can. Please write this in the comments to make sure that our purchaser could know which items from the same seller.

    If the items are out of stock, do you inform me in advance or refund me immediately?
    Your purchaser will refund immediately to your RORBUY account if the items are out of stock.

    My item has been in your warehouse, but I do not want it, can you cancel the order for me?
    Sorry. If there is no any quality problem, we will not accept the refund. And the order cannot be cancelled, either.

    Can I cancel my order?
    Yes, you can cancel your order as long as it has not been processed by purchaser. But if your purchaser starts to process your order, it cannot be cancelled.    

    What do I do to pay for all the items in my shopping cart?
    Please press "Select all" and press "Pay".

    How to delete items in my shopping cart?
    Please select the items which you want to delete and press the button "Delete selected".

    How do I know if my order has been successful?
    If your order has been processed successfully, the items will be transferred to "My Order" from your shopping cart. You may visit "Member Center"->"My Order".

    What is the meaning of the status "Arrived"?
    It means the items have arrived in our warehouse. Click here for more order status.

    Why the items disappear from "My order"?
    After you submit delivery, the order will be transfered to "My Waybill". If you still cannot find it out in "My Waybill", please contact RORBUY customer service.

    When Can I submit delivery?
    Please pay much attention to your order status. When the status changed to "Arrived ", you can submit delivery.

    My friend just has one item to ship. Can you put his item in my parcel?
    Yes, we can. Please write your friend's user name and item ID in the remark. Then we will help you put it in your parcel.

    I doubt the weight of the product. Can you check it and change it for me?
     If you still can submit delivery, please submit directly. Your parcel will be weighed again after packing. And we will charge the shipping fee for the actual weight. Please do not worry.

    Can I cancel the parcel after I submitted?
    No, you cannot. After the parcel is submitted, you cannot cancel it. So please think it through before submitting.

    If I find there is something wrong with my shipping address, what should I do?
    Please e-mail to rorbuy customer service email at once. We will change the address for you if the parcel has not been shipped yet.
  
    Where can I find the refund reason?
    Please login in and go to "Member Center"->"Refund Record".

    Your system captures wrong price, which charged me more than what I should pay, what should I do? 
    The system always charges the highest price, please write the actual price if you can. If you can't, leave a comment in remark. Your purchaser will refund the extra money to you.

    Which websites can we purchase from? 
    We recommend www.taobao.com which is the biggest shopping platform in China. If you cannot find what you need, we can also help you buy from www.paipai.com, www.dangdang.com, www.jd.com, etc. If you are not sure about some other stores, please contact our customer service.          

    Which products cannot we purchase for you?
    We can't purchase animals, plants, large-sized cargo, raw material, toxic or radioactive heavy metal products, and items beyond our purchasing ability and other illegal products. Besides, we reserve the right to reject some illegal and unreasonable requests.

    What will we check for you?
    For clothing and accessories, we will check size, color, quantity and pattern. For electronic products, we can do some very basic checking, like whether the appearance is in good condition or not, whether it can be powered on and off. We cannot make sure that the inside parts or the software are the same, you are at your own risk.

    Why does the store show the goods are in stock, but RORBUY says they are not?
    This is because the information about stock on Taobao webpage is not always true.
    Listing on Taobao is totally free, and most sellers are individuals, the webpage is not always updated in time. It's not the same as Ebay. Ebay will charge sellers money, but Taobao will not. This is the reason why sometimes you'll get feedback that the goods are out of stock although the webpage shows they are available.   

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