Buying & Shipping FAQs

Find answers below for buyers, parcel forwarding and merchants. For detailed instructions, start with How to Buy from China, review the payment and dispatch guidance, or open the Merchant Guide.

For CNCartGo Buyers

1. How do I register a CNCartGo account?

Go to the official CNCartGo website and click "Sign Up" in the top-right corner.
Enter your email address, create a password, and verify your email to activate your account.

2. How can I search and purchase products?

Choose the service that matches your order:

• Shop: Browse products listed on CNCartGo Shop, select the options and quantity, and review the costs and terms shown at checkout.
• Buy: If you want CNCartGo to purchase from a Chinese marketplace, prepare the original product link, selected specification, quantity and destination. Follow the Beginner's Guide for your buying request.
• Delivery: If you already bought the goods yourself, use parcel forwarding. Read the warehouse address instructions before sending a parcel.

See How to Buy from China for a service comparison and the next steps for your order.

3. Which payment methods does CNCartGo support?

CNCartGo supports Stripe and Wallet Balance Payment.
Stripe accepts major credit cards including Visa, MasterCard, American Express, Discover, Diners Club, UnionPay, and JCB, plus Apple Pay, Google Pay, Alipay and WeChat Pay in supported regions.

4. How can I modify or cancel my order?

If your order has not entered the "Processing" stage, you may cancel or modify it from My Orders.
Once the product has been purchased or shipped, cancellation is no longer available.
Please contact customer service for assistance.

5. How do I track my order?

Log in to your account → go to My Orders → click the order to view real-time updates, including purchasing, warehousing, packaging, shipping, and customs clearance status.

6. How long will delivery take?

Transit time depends on the route: express couriers (DHL / FedEx / UPS) usually take 5–10 business days, while standard postal services (EMS / ePacket / postal) usually take 10–25 business days. Customs clearance and peak season can add time.

7. What if my product is damaged or out of stock?

If your item is damaged, missing, or unavailable, please contact our customer support and provide photos or videos as proof.
After verification, a refund or replacement will be processed promptly.

8. How do I use Wallet Balance payment?

During checkout, select Wallet Balance as your payment method.
If your balance is insufficient, you can combine it with Stripe for the remaining amount.

9. My payment is completed but the order still shows "Unpaid." What should I do?

Please allow 5–10 minutes for the system to update.
If the status does not change, contact us via [email protected] for manual verification.

10. How can I contact customer service?

You can reach our online support through the Help Center → Live Chat, or send an email to [email protected].
Our support team is available 24 hours a day, 7 days a week (24/7).

Platform Support

1. What services does CNCartGo provide?

CNCartGo offers end-to-end purchasing, warehousing, repackaging, international logistics, and payment solutions - helping global users shop from Chinese eCommerce sites with ease.

2. What is the purchasing (agent) service?

This service allows CNCartGo to buy products on behalf of customers from Chinese platforms such as Taobao or JD.com, handle inspection and packaging, and ship them abroad.

3. What is the forwarding service?

The forwarding service is designed for customers who have already purchased items themselves.
You can ship your packages to our warehouse, and CNCartGo will consolidate, pack, and ship them to your international address.

4. Does CNCartGo support parcel consolidation and split shipment?

Eligible parcels may be combined or shipped separately, depending on warehouse status, packed weight and dimensions, item restrictions and available routes. Compare the confirmed shipping quotes before choosing. Splitting a shipment does not guarantee lower duties or fewer customs checks. Review the Shipping Policy and Prohibited & Restricted Items guidance before submitting a parcel.

5. How long can CNCartGo store my packages for free?

We offer free storage for the first 100 days after your items arrive at our warehouse. From day 101, a storage fee of USD 0.10 per parcel per day applies. The maximum total storage period is 200 days. After 200 days, parcels are treated as automatically destroyed.

6. Does the platform provide product inspection?

Yes. Basic visual inspection is included.
You can also request additional services such as photo verification, repackaging, or reinforced packaging during submission.

7. Can I return items purchased through the agent service?

If the item has not been shipped, you can request a return to the seller via customer service.
Once shipped internationally, returns are generally not accepted unless the product is defective or incorrect.

8. Does CNCartGo support bulk or corporate purchasing?

Yes. We offer bulk purchasing and sourcing services for business clients and distributors.
For inquiries, contact our business team at [email protected].

9. Does warehouse inspection prove authenticity or full functionality?

No. Warehouse photos show the visible condition and details captured; they do not prove authenticity, full functionality or future performance. Review the seller, listing and selected variant before placing a buying-agent order. For a specific check, ask support about availability, scope and charges. Keep your order details and evidence if a problem arises, and follow the Buyer Protection process.

10. What are your service hours?

Our service team is available 24 hours a day, 7 days a week (24/7), including weekends and public holidays.

For Merchants

1. How can I become a registered merchant on CNCartGo?

Follow the registration steps in the Merchant Guide and submit the requested business, contact and store information. Read the Merchant Service Agreement before applying. Wait for the review result and any service-activation notice before listing products.

2. How long does the review process take?

Application review and category-service activation are separate steps. Follow the requirements and notices in your merchant account and the Merchant Service Agreement. If a requested document or review status is unclear, contact support for the current requirements and expected timing.

3. What are the requirements to become a merchant?

Applicants must be legally registered businesses or individual sellers with valid business registration and product authorization (if applicable).

4. How can I list products?

After approval, log in to your merchant dashboard and upload product details such as images, price, inventory, and shipping templates.
Bulk import and multilingual support are available.

5. Are all products reviewed before going live?

The Merchant Guide describes the Offline, Pending Review and Approved, Online listing stages. Follow the review status and instructions in your merchant dashboard. Listing approval is not a guarantee of product authenticity; sellers remain responsible for accurate product information and valid authorisations.

6. How are merchant payments settled?

Settlement depends on eligible orders, applicable deductions and the schedule in your merchant agreement. Orders awaiting buyer receipt confirmation are not yet settlement-eligible under the published Merchant Service Agreement. Check your settlement records and receiving-account details, and consult the agreement for payout dates and withdrawal conditions.

7. Are there any platform fees?

Yes. Review commission and other applicable charges in your signed merchant documents and the Merchant Service Agreement before onboarding. Confirm the fee basis, exclusions and payment schedule for your account with support if any term is unclear.

8. How should merchants handle refunds and after-sales requests?

Merchants must respond to refund or return requests within the system.
If no response is received within the required timeframe, CNCartGo reserves the right to process the refund on behalf of the buyer.

9. What happens if a merchant violates the platform policy?

Any violation such as counterfeit goods, false advertising, or fraudulent behavior may result in account suspension, withheld funds, or termination of cooperation.

10. How can merchants contact the platform?

For partnership and technical inquiries, please contact [email protected] or submit a support ticket through your Merchant Dashboard.

Last reviewed: September 5, 2026. Marketplace rules, fees and shipping coverage change over time; check the live pages for current terms.