FAQ

We add a small service fee on the Chinese item price plus international shipping. No hidden costs — see your full quote before paying.

Domestic purchase + warehouse processing takes 3–7 days. International shipping ranges from 3 days (DHL Express) to 35 days (sea freight).

Yes. Items stay free in our warehouse for 90 days. When you're ready, we repack everything into one parcel to save on shipping.

Every parcel is photographed before shipping. You can request additional QC, repack, or even return-to-seller before we ship.

180+ countries. Some restrictions apply to electronics, liquids and powders depending on the destination.

Copy any product link from Taobao, Tmall, 1688, Weidian, JD or Xiaohongshu, paste it into the Supgap search bar, and confirm the item details. Pay for the item plus a small service fee, and we'll purchase it for you right away. Once it arrives at our warehouse, you'll get QC photos — then choose a carrier and pay for international shipping.

No. That's exactly what we're here for. You pay in your own currency; we handle the Chinese purchase, seller communication and everything in between.

The first payment covers the item cost and our service fee, so we can buy your items immediately. The second payment is for international shipping, which can only be calculated accurately once your items arrive at the warehouse and we know their real weight and size. This way you never overpay for shipping.

If the seller can't fulfill the order, we notify you and issue a full refund — including the service fee — to your Supgap balance or original payment method.

We accept major international payment methods including credit/debit cards and PayPal. All prices are shown in your local currency at checkout.

You can view prices and pay in your local currency. The Chinese item price is converted at a transparent exchange rate shown before you pay.

Storage is free for 90 days. Take your time to shop from multiple stores and combine everything into one parcel — consolidation can save you up to 60% on shipping.

Every item is photographed from multiple angles when it arrives at our warehouse — labels, sizing tags, colors and details included. If you need extra photos or measurements, just ask our support team.

Tell us within 7 days. If the seller sent the wrong or a defective item, we'll arrange an exchange or return with the seller before international shipping — so problems get fixed while they're still cheap to fix.

Shipping is based on the greater of actual weight and volumetric weight (length × width × height ÷ divisor, depending on the carrier), plus the destination country. You can compare all carriers and see the exact price before paying — no hidden surcharges.

Two stages: domestic purchase + warehouse processing takes 3–7 days; international shipping ranges from 3 days (DHL Express) to 35 days (sea freight), depending on the carrier you choose.

Once your parcel ships, you'll receive a tracking number with live updates in your Supgap account until delivery.

Restrictions vary by carrier and destination. Common restricted items include liquids, powders, batteries, magnets, branded replicas, food and medicine. If an item in your warehouse can't ship to your country, we'll notify you and help you choose an alternative route or return it to the seller.

Import duties and taxes depend on your country's rules and are the buyer's responsibility. We declare parcels reasonably based on actual contents; if you'd like a specific declared value, contact support before shipping. Many countries have a duty-free threshold — small personal parcels often pass tax-free.

It depends on the order stage: full refund before purchase; seller-policy returns before international shipping; carrier claims for lost or damaged parcels after shipping. See our Refund Policy for full details.

Contact us within 7 days of delivery (or expected delivery date) with photos. We'll file a claim with the carrier and keep you updated. For high-value orders we recommend shipping insurance.

Click Sign Up, register with your email, and you're ready to paste your first link. Your account tracks orders, warehouse items, QC photos and shipments in one place.

Contact us at [email protected] from the email address on your account and our team will reset your password for you. Self-service password reset is coming soon.

Email us at [email protected] or join our Discord community — we respond within 24 hours on business days.