When a late Superbuy service earns no ten-times credit
The 10× promise is real, and it has edges. These are the cases where a late service pays nothing, or less than you expect, each with the Superbuy article that says so.
The five exclusions, in Superbuy’s own words
Every service page in the scheme repeats the same sentence: if the delay is due to reasons requiring your confirmation, risk control review, force majeure events such as extreme weather and government actions, legal holidays, or special reasons such as site-wide promotional activities announced by Superbuy, it will not be eligible for compensation.
Each of those five is reasonable on its own. Together they cover a lot of ground, and two of them, legal holidays and announced promotions, are predictable weeks in advance.
…if the delay is due to reasons requiring your confirmation, risk control review, force majeure events (extreme weather and government actions, etc.), legal holidays, or special reasons such as site-wide promotional activities announced by Superbuy, it will not be eligible for compensation.
Chinese public holidays, not UK bank holidays
“Legal holidays” means the holidays observed where the warehouse is: mainland China. A UK bank holiday Monday changes nothing in Guangdong. A week-long Chinese holiday can sit in the middle of a quiet British fortnight.
Superbuy’s purchasing standard (help 1203) adds Spring Festival and the Double 11 shopping event by name as times when every order service moves to working days. If you are buying a timed service close to either, assume no payout and plan around it.
A sixth exclusion, only for priority stock-in
Help 1448 repeats the five exclusions and adds one more: failure to successfully sign for the package. If the courier cannot deliver, or the warehouse refuses the parcel, the three-hour clock never starts.
That one is fair, since there is nothing to stock in. It does mean a priority stock-in bought at checkout depends on the seller’s courier as much as on Superbuy. If the tracking shows a failed delivery attempt, the CN¥5 is still spent, but no lateness can be claimed.
The Hong Kong warehouse is outside the scheme
A red line under the fee table says the 10× policy applies only to the Guangdong warehouse; Hong Kong warehouse value-added services are not included. Help 184 confirms Superbuy runs both, that they sign for parcels separately and that their shipping methods differ.
Warehouse eligibility is only one condition. A purchase from a supported marketplace does not automatically qualify for compensation: the specific paid service, actual fee, clock-start event, status and exclusions still matter.
Balance you cannot withdraw
Every payout goes to your Superbuy account balance and is marked non-withdrawable. You can spend it on the next order, the next service or the shipping bill. You cannot send it back to a UK bank account.
That makes the scheme closer to a voucher than a refund. A CN¥300 credit for a late try-on is real money only if you order through Superbuy again. If this was your last haul, the penalty is worth nothing to you, however late the service was.
The current rule uses Tuesday of the following week
The current Chinese text of help 3457, checked 18 October 2026, schedules credits for Tuesday of the following week, postponed for holidays. The earlier English wording “following Tuesday” is less precise; this guide now uses the explicit weekly rule.
For a qualifying delay on Monday 26 October 2026 in Beijing, the following-week Tuesday is 3 November, before any holiday postponement. The calculator uses the Beijing calendar and does not check holidays or approve a claim.
An old translated example, corrected in the current text
The retained English example mixed a 3C inspection heading with try-on-photo wording. The current Chinese example consistently uses the 3C inspection and CN¥12 service fee. Use the service actually purchased and its paid amount rather than treating an old translated example as a quote.
For a CN¥12 actual service payment, the ten-times illustration is CN¥120, subject to eligibility. A CN¥30 try-on service is a different example. Neither calculation establishes that a particular delay is covered.
What counts as a status update
The current policy measures the service response/completion event against its start time, and lists completed, in refund and pending confirmation. A response can therefore be timely even when the work is not finished. Keep the actual status history and ask support how an unclear event is classified.
A request for your confirmation can affect eligibility, so read order messages promptly. This calculator compares timestamps; it cannot inspect the status history or establish why the warehouse paused.
If a payout is missing after the Tuesday, write to Superbuy with the order number. Its email desk promises a reply within 2 working days.