Spreadsheet

Help

Getting unstuck

Support runs 09:00 to 18:00 Beijing time, so a complete first message is worth more than a fast one. This page covers who to write to, what to include, and the answers you probably do not need to ask for.

Read the FAQWhen a step stalls

On this page

  1. Where to write
  2. What to include
  3. Which official page answers what
  4. Frequently asked questions
  5. Community channels

Getting help

Where to write, and when someone reads it

ACBuy publishes one service address and two cooperation addresses. Using the right one saves a day.

Support hours are listed as 09:00 to 18:00 Beijing time, seven days a week. If you are in Europe or the Americas, that window has usually closed by the time you notice a problem, so write a complete message rather than a short one and let it be answered overnight.

For anything tied to a specific order, the in-site Order Inquiry thread beats email, because it is already attached to the order.

Which page answers which question

Before writing to anyone, the official documents answer most things faster. These are the four this guide checked, and every fact on this site traces back to one of them.

For a freight number, only the official estimator sees your parcel.

Frequently asked questions

Answers here reflect what ACBuy published on 2026-08-03. Policies change, so treat the official page as the authority when the two disagree.

How do I contact ACBuy support?
ACBuy lists [email protected] as its service email, with hours given as 09:00 to 18:00 Beijing time, seven days a week. [email protected] and [email protected] are listed for cooperation enquiries rather than orders. Checked 2026-08-03.
What should I put in the first message?
The order number or parcel number, the current state name, what you expected and what happened. Starting from a state name such as Seller Sent or Weighed removes a whole round trip.
My link opened the DIY Order page. Is that broken?
No. It means the system could not read the listing automatically, so a human buyer completes the purchase from the details you fill in. Be specific about colour and size.
How many QC photos do I get?
ACBuy states that three free photos are usual, and its home page advertises three to five free QC photos. Extra photos and video are offered as paid services on the warehouse page.
How long can items stay in the warehouse?
Ninety days free from the Stored date, a 28 day grace window to buy an extension, and a hard cap of 180 days in total. After that the operator treats items as abandoned.
Why can I not select the shipping route I wanted?
Routes are filtered by what is in the parcel and where it is going, and a reason for unavailability is shown. One restricted item restricts the whole waybill, so try submitting that item on its own.
When does tracking start working?
ACBuy's guide says tracking information usually begins updating around three days after a parcel is marked Shipped.
Is insurance available?
ACBuy publishes insurance under the names AC Care and Free Care Service. The compensation standard is published as an image table which this guide could not read reliably, so we do not quote payout figures. Read it on the official page before buying.
Does ACBuy buy branded replicas?
Treat intellectual property rules as the marketplace's and the carrier's to enforce. ACBuy's product pages carry a disclaimer that goods come from third party platforms and that it does not take responsibility for infringement issues. If a parcel is seized, that is on the buyer.
Is this website run by ACBuy?
No. It is an independent guide. See about this guide for who runs it and how it is funded.

Community channels

ACBuy runs an official Discord and promotes it from its own site. Community channels are useful for sizing opinions and route experiences, and unreliable for policy. If a Discord message and the help centre disagree, the help centre wins.

ACBuy also publishes mobile apps on Google Play and the App Store, and a beginner guidebook aimed at first time users.

Official ACBuy banner inviting users to join the ACBuy Discord for rewards
ACBuy's own Discord banner, captured 2026-08-03.
Official ACBuy banner for the beginner guidebook for newcomers
ACBuy's own beginner guidebook banner.

Jargon

Terms you will see, decoded

Most of the vocabulary around agents is community shorthand rather than anything the agent prints. Four terms carry nearly all of it.

QC is a quality check: the photographs the warehouse takes after your item arrives and before it ships. ACBuy calls this step Quality Inspection and Storage, and its guide says the order usually carries three free photos, found under Me and then Warehouse.

GL and RL are what other shoppers reply when you post those photos and ask whether to keep the thing: green light means ship it, red light means return it or expect to be disappointed. They are strangers' opinions about a photograph, not a ruling by the agent, and neither one obliges anybody to do anything.

W2C is where to cop, the question this whole category of site exists to answer: which listing is the one in that picture. A finds catalogue is a W2C answer written down so the next person does not have to ask it again.

Source: ACBuy shopping guide, Step 5, Quality Inspection and Storage. Checked 2026-10-09.

ACBuy's guide showing Step 5, Quality Inspection and Storage, with a paragraph on QC photos and the storage ladder
Where the term QC comes from: ACBuy's own step 5, which also sets out the 90 day free storage and the 180 day ceiling.

QC, GL, RL and other shopping terms

QC
Warehouse quality-control records and photos. Review them against your actual order.
GL / RL
Community shorthand for accepting or flagging an item. It is not proof of authenticity or an automatic instruction to the warehouse.
Consolidation
Combining stored orders into one parcel; compare the final packed quote before assuming it is cheaper.