Oopbuy Spreadsheet help desk, glossary and FAQ
Where to ask, the terms this site uses, and short answers to the questions that come up between the cart and the doorstep.
Need help with a parcel
Oopbuy's own channels are the right place for anything about your account, order or parcel. The operator advertises 24/7 support through the live chat on its site. Email goes to [email protected]; counterfeit reports to [email protected]. For loss or damage, open an after-sales request within the claim window. The official Discord server carries notices and a weekly giveaway.
This site cannot see your account or act on orders. Use the private support conversation in your official account for a purchase or parcel issue.
Before you write to support about a split, run the box split check and include its result: item sizes, weights and the routes you expected.
Glossary: terms you will see
A few words carry most of this site.
- Individually packaged: the system label on any item with a side of 90 cm or more; it ships alone.
- Weight window: a route's minimum and maximum parcel weight.
- Volumetric weight: L x W x H in cm divided by the route coefficient.
- Rounding method: the step a route rounds weight to: 1, 50, 100, 500 or 1000 g.
- Length plus girth: longest side plus twice the sum of the other two.
- QC, GL, RL: quality check photos; green light means you accept the item, red light means you reject or exchange it.
- DDP: delivered duty paid, a route label meaning duties are settled in the shipping price.
- Rehearsal packing: a paid pre-weigh of the real parcel.
- Haul: a large combined parcel of many finds.
Frequently asked questions
Short answers to the questions that come up most between the cart and the doorstep. Each one is explained in full on the page linked from the stage list below. Figures are dated October 10, 2026.
Most of these answers trace back to a handful of official help-centre articles: the one on why warehouse items cannot ship together, the one on separate packaging, the weight calculation article and the parcel rehearsal instructions. If an answer here and the help centre ever disagree, the help centre wins and we want to hear about it.
Why can't the items in my warehouse be shipped together?
Either one item carries a shipping restriction that limits the whole selection, or one item is labelled individually packaged because a side is 90 cm or longer. Both rules come from the official help centre.
Is there a maximum parcel weight?
Not globally. Each route has its own minimum and maximum. On the US list read on October 10, 2026 they ranged from routes that stop at 4.5 kg to one that takes 100 kg.
How is volumetric weight calculated?
Length x width x height in centimetres divided by the route's coefficient: 8000, 6000 or 5000 on the routes we read. Most routes bill the larger of actual and volumetric weight.
Can I ask the warehouse to remove a shoe box?
The packaging advice suggests removing or folding shoe boxes for shoe and clothes parcels. Removing packaging on request can make an item ineligible for the 5-day return service.
What is rehearsal packing?
A paid pre-weigh: 20 CNY per parcel. The warehouse packs the parcel within 24 hours and reports the real weight. Submit with the same settings and that weight is final.
Why did my parcel need a supplementary payment?
The final weight after packing, or after the carrier re-measured it, was higher than the estimate. If it was lower by more than the rounding step, the difference is refunded within 72 hours.
Can I ship perfume or a power bank?
Only on routes that list them. On the US list we read, perfume under 100 ml had 2 routes and loose batteries 1. Ask support before buying liquids, pastes or powders.
How long can items stay in the warehouse?
90 days free from the status received. Extension costs 10 CNY per 30 days, and the official pages disagree on the maximum, so plan within 90 days.
Does Oopbuy charge a service fee?
No agent service fee, according to the Service and Fees page. You pay goods, domestic freight, international shipping and a declaration fee of generally 8 CNY per parcel.
Is a parcel over 10 kg refused?
No. Several routes take far more. The warning is about customs, which are more likely to treat a parcel over 10 kg as commercial.
What happens to counterfeit goods?
Oopbuy's guidelines prohibit them and reserve the right to destroy them in the warehouse, without shipment or refund.
How long do I have to claim for a lost or damaged parcel?
Claims are not accepted after 7 days from signed delivery or 45 days from dispatch. Keep proof, such as a parcel photo.
Questions by stage
Most questions arrive at one of four moments, and so do the pages that answer them.
- Before buying: size limits, restricted items, choosing.
- In the warehouse: warehouse checks and QC, storage clock.
- At submission: weight bands, declarations, box split check.
- After dispatch: final weight settlement, insurance claims.
Questions before the first parcel
- Does a Spreadsheet order the item for me?
- No. It helps find candidate listings. You place the order and make payments in the agent account.
- Why are there two payments?
- The first covers the item and its domestic journey. International freight follows the warehouse and packing decision.
- Can I wait for every item before looking at QC?
- Review each arrival promptly. Another pending order does not pause the seller return window or the first item’s storage clock.
- Does a green tool result guarantee shipment?
- No. The checker uses a dated route snapshot and your entered dimensions. Current acceptance, capacity, packing and account checks still apply.
Read the complete first-order guide. For support, give the relevant order or parcel identifier, current stage, expected result and concise evidence in a private account conversation.