Help: who to ask, and which page already answers it
Most questions about a LoongBuy order are answered on one of eighteen official help pages, each stamped with the date it was last updated. This page lists the ones this guide relies on, explains the six terms on them that carry money, and routes the questions readers send us to the page that settles each.
Three official channels exist for the rest: live chat 9:00 to 18:30 Beijing time, Monday to Saturday; the customer service email [email protected]; and the feedback channel on the official Discord server. This guide has one channel, [email protected], and it cannot see or touch an order.
The official pages this guide cites, with the date LoongBuy last updated each
Fifteen pages. The date is the one printed on the page itself, read 10 October 2026. When one of these moves, the guide moves with it.
| Page | Updated | What it settles |
|---|---|---|
| Storage | 21 April 2026 | 90 free days, a 180-day limit, RMB 0.1 per kg per day after |
| Inspection Information | 4 September 2026 | What is checked per category, 3 to 7 photos, exclusions |
| Add-ons | 17 April 2026 | Detailed photos, measurement, video, packing options, Coming Later items |
| Parcel and Billing Rules | 14 April 2026 | Chargeable weight, divisors, estimate and settlement, rehearsal fee |
| Parcel Submission and Rehearsal Service | 21 April 2026 | How a parcel is submitted and rehearsed |
| Shipping Fee Estimation | 20 April 2026 | What the estimator returns, one route, no route |
| Shipping Restrictions | 14 April 2026 | Prohibited, restricted and route-limited goods; the filter |
| Customs and Taxes | 14 April 2026 | Declared value, what raises inspection risk, tax IDs |
| Logistics Tracking | 14 April 2026 | Where tracking lives and why it lags |
| Parcel Delivery Notes | 14 April 2026 | Before and after signing; claim materials |
| Payment and Top Up | 14 April 2026 | Methods, wallets, conversion, top-up timing |
| Withdrawal and Refund | 14 April 2026 | Refund destinations, batches, timing, fees |
| Coupons | 14 April 2026 | Shipping only, one per parcel, points |
| FAQ | undated | Two payments, zero service fee, storage and inspection in brief |
| Contact Us | undated | Hours, email, Discord, company identity |
Six terms that carry money, in the order a first parcel meets them
Each is defined the way the official page uses it, with the number attached.
- 01
Warehoused
The order status at which the 90 free storage days start counting. Photos become visible at the same point. Storage page, 21 April 2026.
- 02
Standard QC photos
Three to seven per eligible item, showing main visible surfaces, basic labels, packaging and arrival condition. Up to three more free where the order page offers them. Inspection Information page, 4 September 2026.
- 03
Chargeable weight
The greater of actual weight and volumetric weight, the latter being length by width by height divided by a route factor, 6000 for UPS-F and 8000 for DHL-B. Parcel and Billing Rules, 14 April 2026.
- 04
Declared value
The figure you give at parcel submission, choosing between a system recommendation and your own number. Customs decide on it; penalties for a false one fall on you. Customs and Taxes page, 14 April 2026.
- 05
Declaration line
One per HS code in the parcel. For EU parcels at EUR 150 or less, each line carries a temporary duty of EUR 3 since 1 July 2026. Notice of 24 June 2026.
- 06
LoongPay
The wallet that spends only inside LoongBuy: no withdrawal, no transfer back to Balance, refunds returned to it when it paid. Payment and Top Up page, 14 April 2026.
How to ask so the answer comes back the first time
Four habits from the official pages that ask for information, plus one for this guide.
Have the numbers ready
Order number or parcel number, the account email, the time and the amount. The Withdrawal and Refund page lists exactly these, and every other page assumes them.
Pick the channel for the problem
Live chat for anything in progress, during 9:00 to 18:30 Beijing time. Email for anything that needs attachments or that you send outside those hours. Discord for feedback about the platform rather than about one order.
For a delivery problem, send the three photos
Outer packaging, the goods, and proof of delivery. The Parcel Delivery Notes page says a claim cannot proceed without them.
For a payment problem, send the two records
A screenshot of the payment method and the bank deduction record, with the time and amount. Then wait for the status to update rather than paying again.
For a correction to this guide, send the sentence
Write to [email protected] with the page address and the sentence you think is wrong. We check it against the official page the same day and log the change on the updates page.
Scenario questions, routed to the page that answers them
Frequently asked, in the words readers use. Eight questions.
01I have never used an agent. What is the first thing I do?
Choose the item on the catalogue, open the marketplace listing behind the card, and paste that link into the LoongBuy search bar. Pay for the goods. The rest happens after the item reaches the warehouse. The four steps, with what each asks of you.
02I paid once. Why is there a second payment?
Because there are two: the goods and freight inside China first, the international shipping after the warehouse has packed the parcel. LoongBuy's FAQ says so in one sentence. The money page has the full bill.
03My items are at the warehouse. How long can they stay?
90 days free from the day the status reads Warehoused, 180 days in total, with RMB 0.1 per kilogram per day after the free period, from the Storage page of 21 April 2026.
04How many photos will I get, and can I ask for more?
Three to seven standard photos per eligible item, up to three more free where the order page offers them, and detailed photos or video as paid add-ons. How to read them.
05I am in the EU. Why is there duty on a EUR 60 parcel?
Since 1 July 2026 parcels at EUR 150 or less pay a temporary EUR 3 per declaration line instead of being exempt. Three categories in the box is three lines. Count yours.
06The dollar price at checkout is higher than my own conversion. Is that a fee?
It is the conversion. The payment page says the system converts automatically and the bank's charge prevails; on 31 July 2026 we measured the checkout price at about 8.9 percent above mid-market. The measurement.
07Someone messaged me on WhatsApp asking for an extra payment.
LoongBuy's notice of 27 April 2026 says it never does that. The only valid way to pay is inside the website after logging in. Do not click the link; report it to support.
08Which route should I pick to France?
One the estimator still offers after the China Post suspension of 29 June 2026, which on 12 September 2026 included FR-Colissimo-F and the EU DHL and DPD lines. The routes page explains how to read the list.