Help Center
Find the instructions for your current order stage, or read the common problems below.
- Before the purchase
- Product and sizing checks · Seller checks · Fees · Currency
- At the warehouse
- QC and extra photos · Return or exchange · Packing instructions
- Ready to ship
- Quote comparison tool · Shipping and routes · Shopping precautions · Delivery problems
Where to get help
Use the Hoobuy order or parcel thread for actions on a real purchase. Include the reference, the selected item or last tracking scan, and the one action you need: confirm an option, take a measurement, decide a return or start a delivery enquiry.
This guide explains shopping and the quote tool, but it cannot change an account or payment. For a question about the calculator, first check that every amount uses the same currency and includes comparable services.
Open Hoobuy help Read the calculator instructionsThe item has not been purchased
- The product link will not load
- Copy the original item URL. If the option exists but cannot be imported, ask Hoobuy about a manual purchase with its colour, size, quantity and screenshot.
- Payment went through, but the order is waiting
- Check purchase messages for missing details, a price change or unavailable stock. Ask which action is needed before the buyer can proceed.
- The seller cannot supply it
- Choose an exact replacement or request cancellation. Confirm where the refund will appear and how to withdraw a balance if needed.
The warehouse item needs a second look
Check the order number before comparing a photo. A delivered domestic tracking scan can precede warehouse check-in; ask about the stated processing time if photos have not appeared.
For a wrong variant or visible defect, describe the mismatch and attach the relevant view. Request a clearer photo, measurement or return decision. Keep the item out of your parcel while the issue is open.
“Order [number]: I selected the black bag with the long strap. The strap is not visible in the QC photos. Please confirm it is included before packing.”What to check in QC
The parcel or delivery needs attention
Before dispatch, ask about a packing or route question using the parcel reference. After dispatch, include the last tracking scan and date. A newly generated label alone does not confirm carrier collection.
For damage or missing contents, keep the outer packaging, labels and clear photos of what arrived. Contact support promptly for the claim procedure and deadline.
Open Hoobuy helpFrequently asked questions
What is a haul?
A group of purchases, often reviewed together or combined into a parcel. There is no required number or weight.
Does combining always save money?
No. The finished size, route rules and protection can change the price. Compare eligible all-in quotes using the same currency and services.
What do GL and RL mean?
Green light and red light: community shorthand for accepting or questioning visible details. They are not Hoobuy quality grades or authentication.
Can I return it after shipping internationally?
Ask about the seller’s and agent’s return options before dispatch. Once the item is abroad, postage, eligibility and deadlines can make a return harder.
Why is there another shipping payment?
The initial purchase gets the goods to the warehouse. International delivery is chosen and paid for after you review those goods.
QC, GL, RL and haul terms
- Haul
- A group of purchases, often reviewed together or sent in one parcel. There is no required size.
- QC
- Quality control: in this context, the warehouse check and photos of a received item.
- GL / RL
- Green light / red light. Buyers’ shorthand for accepting or questioning an item, not an official grade.
- Consolidation
- Putting accepted items together for onward delivery.
- Volumetric weight
- A calculation based on packed dimensions and the route’s divisor. It can differ from the scale weight.
- Chargeable weight
- The weight used for pricing under the selected route’s rules, including any applicable minimum or rounding.