It sometimes happens that your carefully chosen product at Taobao.com is turned to be out of stock at the seller’s shop or canceled. Such a situation may happen for reasons like low ratings, poor reviews, or the seller’s absence online for a long time. How annoying it might be at times! However, it is very easy to find a replacement in most cases.
Taobao/Tmall offers hundreds of millions of products from millions of sellers. There are great chances to find the same item from another seller. You can try it yourself, or we can help you with it. If your item is canceled for one reason or another, you only need to drop us a line via Facebook, and we will look for that item on Taobao.com for you. When contacting us with your request, please provide us with the photo or the link to the product you are searching for (to replace or add a new item). Usually, we should be able to find alternative items within 2 hours during working hours of online support, but it may take more time in some cases. We can also check Taobao.com for similar goods if we do not find the exact item for replacement.
Please remember that new items can be added for replacement within 24 hours from cancellation time (if an item is canceled, we keep the order status “processing” for another 24 hours, so you can add new items for replacement). Consequently, we recommend you check your order for updates regularly so that you may add a replacement item to your order by yourself or inform us about the necessity to find its replacement as soon as possible.
You can find more information on the order process during purchasing here:
Track Purchasing Process
We strive to provide a pleasant shopping experience with our service. Please do not hesitate to contact us if you have any questions or need assistance.