Frequently Asked Questions

Here are frequently asked questions related to Taobao, buying from Taobao in English, Taobao agent, international shipping, Taobao shopping service, fees, payment, etc.

Answers by topic:

General questions:

Q1. Why are products so cheap on Taobao.com?
A1. China is known as the world’s factory, and its products are often inexpensive due to low labor costs and high competition. Taobao.com is a popular online marketplace that specifically targets thrifty Chinese citizens. In fact, over 80% of online buyers in China use Taobao.com on a daily basis.

What’s more, it’s free for individuals all around China to open a shop on Taobao and become sellers. As a result, there are numerous Taobao sellers competing for sales. To get ahead and attract business, sellers often price their items as low as possible. This is because Taobao’s search function shows all prices from high to low, so sellers need to keep their prices competitive to stand out.

Q2. On taobao.com, are the products of good quality?
A2. Affordable doesn’t always mean low quality. If you choose to shop on Taobao, we are confident that you will be pleasantly surprised by the amazing deals you can find. However, as with any type of commerce, it is important to exercise caution. To help you make the best purchasing decisions and find products at the best prices, we will draw upon our experience and offer advice whenever you need it. Please don’t hesitate to ask us for assistance at any time.

Q3. Why do I need your assistance to shop on Taobao?
A3. We help you avoid many hassles when ordering and save you money on international shipping. We make your shopping experience more enjoyable and less expensive, as you can order from Taobao in English and pay less for shipping.

Q4. Can I shop on Taobao.com and buy from Taobao without an agent?
A4. Yes, if you already have an available Chinese e-bank or Alipay account and know some Chinese language. Some sellers on Taobao might speak English and even accept international payments. Still, as you can guess, their prices are often higher than average, and they don’t provide cheap international shipping like most Taobao agents. So it might be more expensive than with our assistance as we make many significant savings for you.

Q5. Why is it cheaper to use a buying service than to buy from Taobao by myself?
A5. Firstly, Parcel Up offers a substantial discount for international shipping that you may not be able to obtain if you purchase on your own. Secondly, if you purchase various items from different sellers by yourself, you will need to pay international shipping charges for each order separately. However, if you use our services, we will combine all the items you buy and pay for the international shipping fee only once, which results in significant savings. Thirdly, we examine your items for any defects before international shipping. In case a return is necessary, we minimize your loss, which is not possible if you purchase on your own.

Q6. What makes you better than other Taobao agents?
A6. We are very confident to tell you that you have many reasons to choose us:

  1. We offer up to 60% discount on international shipping with DHL and up to 50% discount with EMS. The discount amount depends on the type of items purchased.
  2. Except for the item price (domestic delivery included), you only need to pay the service and international shipping fees. There is no transaction fee!
  3. There are no minimum order requirements. With us, you can buy as much as you want and still enjoy our low commission. The minimum commission fee is 35 RMB.
  4. Our service is straightforward: you can order in English using our Taobao order system and follow the process.
  5. With us, you can enjoy shopping with the most excellent reassurance: when your order arrives, we will carefully check it for visual defects and send a photo for you to check and rest assured.

See more of our advantages here: Why Choose Us.

Q7. Can I buy whatever product from Taobao? Is there any limit?
A7. You can purchase almost all products available from Taobao. However, there are certain restrictions related to international shipping. Please note that the following items are strictly prohibited for international shipping: medicine, DVDs, counterfeit and brand imitation items, products containing paste-like, liquid substances or powder, arms/weapons, and all items that resemble the ones mentioned above. Moreover, we can ship batteries only in small airmail packets weighing under 2 kg and food only in vacuum-sealed packages.

Before making a purchase, kindly check your country’s legislation to ensure that the items you want to import from Taobao are permissible. Please note that we are not responsible for customs clearance in your home country.

Q8. How can I pay for your Taobao agent service? Is it safe?
A8. We collaborate with trustworthy payment processing firms, such as PayPal and Stripe. They can securely process various types of online payments, including credit card payments. When you are asked to make a payment, all payment details are submitted directly to the payment processing partner. We do not store any of your personal or financial information on our servers, which ensures that your payment is 100% secure.

You can pay for your Taobao order and international shipping using PayPal, major credit and debit cards, UnionPay, WeChat, Alipay, Western Union, or a local Chinese bank wire transfer. A payment to a Chinese bank card is also available.

Depending on your country, you may have other local payment options available during checkout. Please check the payment form for all options and select the one that best suits you.

Q9. What is the currency on Taobao.com? Which currency can I use to make a payment? What is the exchange rate?
A9. Chinese Yuan is used for all transactions on Taobao.com. We currently use US dollars (USD) by default for items, service, and shipping fees. However, you can also pay with euros (EUR), Canadian dollars (CAD), the British pound sterling (GBD), or Chinese yuan (RMB).

When it comes to currency conversion, we strive to be transparent. For payments in US dollars, we apply a fixed exchange rate of 1 RMB = 0.157 USD. For other currencies, your payment amount is calculated based on the current USD exchange rate to the corresponding currency. This way, you can be confident you’re getting a fair deal.

Rest assured, any changes in the CNY/USD exchange rate will be promptly communicated to you in line with the live currency rate. We are committed to providing transparent services with no additional fees.

Q10. What should I pay if I use your Taobao buying service?
A10. We only charge three fees: Taobao item price (including domestic delivery), service fee, and international shipping fee. No additional fees!

Q11. Do I have to pay the transaction fee?
A11. No. The transaction fee is on us. The only three points to pay are Taobao items, agent fees, and shipping.

Q12. Do I need to pay the international shipping registration fee or fuel tax?
A12. The registration fee and fuel tax are included in the shipping fee. Please use our international shipping calculator to estimate your shipping fee, and it is the final price for international shipping. For more questions, please check Parcel Delivery and Tracking from China.

Q13. Does the international shipping fee mentioned on your website apply to all products, or are there any exceptions?
A13. Our website lists an international shipping fee that applies to most situations. However, if the items you wish to purchase are special or sensitive, this shipping fee may not be applicable. If you find yourself in this situation, please reach out to our online support team for further assistance and information.

Q14. If my country is not listed on the international shipping fee list, does that mean you do not provide shipping to my country?
A14. Yes, in most cases, we offer Taobao shipping services through DHL, FedEx, UPS, Aramex, EMS, and AIR MAIL that deliver to almost anywhere in the world. However, if your country is not included in the list, we are unable to provide you with shipping services.

Q15. Are there any additional international shipping options available besides DHL, EMS, and AIR MAIL?
A15. Yes, we can also ship by FedEx, UPS, Hong Kong Post, Singapore Post, NL Post, SAL, and inland transportation. If you have a preference for other shipping methods, please ask us.

Q16. I use Google Translate for Taobao item descriptions, but sometimes, misunderstandings occur. How can I avoid ordering the wrong item?
A16. We provide a service where we provide you with photos of your Taobao items once we receive them. This ensures that you know exactly what you’re buying. In case of a mistake, we will help you with the item’s return, refund, or exchange. We recommend that you share in the comment the specifications of the item functions you expect from us while placing your order. This way, we can check if it’s precisely what you want. If you have any doubts, don’t hesitate to ask us. We’re here to help!

Q17. How much do I pay you if I want to buy an item for 100 RMB? How much will my order cost me?
A17. Calculating your total fees is straightforward: it’s the item price (including domestic delivery) plus our service fee, and the international shipping fee.

Our Taobao shopping service fee is 10% of the item price (domestic delivery included). The international shipping fee depends on the weight of your item and the destination country. Please note that the minimum service fee is 35 RMB.

Please check our calculator: Estimate Taobao Order Cost.

Weight estimation for Taobao clothes and shoes:
Women’s jeans: 0.3 – 0.6 kg (0.6 – 1.3 lbs).
Men’s jeans: 0.5 – 1 kg (1.1 – 2.2 lbs).
Dress shoes, casual shoes, cross trainers: 0.5 – 1 kg (1.1 – 2.2 lbs).
High-heeled shoes and sandals: 0.3 – 0.5 kg (0.6 – 1.1 lbs).
Jean jackets: 1 – 1.5 kg (2.2 – 3.3 lbs).
Cotton shorts and tee shirt together: 0.5 – 1 kg (1.1 – 2.2 lbs).
Underwear: under 100 g (under 0.2 lbs).
Dress suits: from 0.8 to 1.8 kg (1.8 – 4lbs).
Dresses: 0.2 – 0.5 kg (0.5 – 1.1 lbs).
Dockers, other casual men’s pants: 0.3 – 0.5 kg (0.6 – 1.1 lbs).
Women’s dress pants: 0.3-0.5 kg (0.6 – 1.1 lbs).
Sweatshirts, sweaters, and other hoodies: 0.3 – 1.7 kg (0.6 – 3.8 lbs).

Adjust the weight of your purchase and choose the most appropriate delivery service to optimize shipping fees. If you need advice, feel free to ask us.

Q18. How to order from Taobao? What is the procedure?
A18. Check Order Procedure & Service Fees.

Q19. Why only taobao.com? Is it possible for me to purchase items from other Chinese online shopping websites as well?
A19. We suggest using Taobao as it is the largest shopping platform in China, with over 80% of the market share. You can easily find anything you need on the website. Although there are other shopping websites in China, we only provide shopping services for Taobao.com unless you have a specific request to buy from another platform. If you want to purchase from a different website, please contact us to inquire about the possibility.

Q20. How long will it take for me to receive my order?
A20. Once you’ve made the first payment, which covers the item price and our service fee, your order will typically take 3-5 days to reach our warehouse. Here, we’ll conduct a thorough check for defects, weigh the package, and send you photos and the weight of your order. We’ll then request your second payment. Upon receiving your confirmation and payment, we’ll ship your order.

After you pay for shipment, you can expect to receive your order within 7-40 working days. The exact time will depend on your chosen delivery method, with DHL taking 5-10 days, EMS taking 7-15 days, and AIR MAIL taking 15-40 days. However, please note that these times are just estimates, and there may be factors outside our control that could cause processing and delivery to take longer.

Q21. How do I track my order?
A21. Please track your parcel online using the Delivery Tracking page.

Once your order is shipped, you will be given a tracking number, which can be found on your order page. To track your parcel, simply click on the tracking number.

Q22. Will customs require me to pay the tax?
A22. It depends on your local customs legislation. We advise you to pay attention to the weight of your order and the number of the same item together. Avoid buying too many same items.

Q23. Is it possible to purchase insurance for my order?
A23. Typically, we do not offer the option to buy shipping carrier insurance because there are numerous limitations associated with it. In its place, we provide our insurance when necessary, such as for high-value orders, fragile items, etc. However, if you decline the additional insurance, you will be solely responsible for any damages. If you want to insure your parcel and we haven’t applied insurance to your order, please contact us.

Q24. Who will be responsible if my items are broken during international shipping?
A24. Our team takes great care in packing items to ensure minimal breakage during shipping. However, it is important to note that we cannot be held responsible for any damages that occur during transit unless the item was not packed properly. Please refer to our terms and conditions for more information.

Q25. What if the items I bought are defective?
A25. Before international shipping, all items should be without issues because we check them for visual defects in our warehouse. However, if your items are broken soon after being used or, in any other cases, within the condition of the product guarantee, we can help you change or return them. We do this free of charge, but you have to pay the shipment fee to return the product.

Q26. What if the item color/size is not what I ordered?
A26. We check the size and the color of all items before international shipping, and we also send you the picture for your approval. But if there is still a size/color problem when you receive your parcel, please provide us with a photo of the item with evident proof, and we will check if it is our fault or if the seller made a mistake. If we have made a mistake, we will refund you our commission for the item; if it is the seller’s fault, we will negotiate the refund/exchange for your benefit.

Q27. How to register at Parcel Up? How to log in?
A27. Please click “Sign In” at the top of our website to register or sign in to your account.

Alternatively, to register, please go to the Register at Parcel Up page.
To log in, please go to the Parcel Up login page.

Q28. You gave me a tracking number for my Taobao order, but I cannot track it online. What to do?
A28. Sometimes, tracking information may take longer to update, especially for China Air Mail. Kindly be patient. If there is no updated tracking information after three working days, please get in touch with us to confirm the status.

Q29. How to pay on Taobao?
A29. Please check the Payment & Shipping page.

Q30. How much is domestic delivery in China? How do I calculate domestic shipping in China?
A30. The domestic shipping fee in China is 15 RMB per seller. Combined domestic shipping in China: When you buy several items from the same Taobao seller, domestic shipping will be calculated only once. Please check our Taobao shopping and shipping calculator.

Please be aware that in some cases, the domestic delivery fee may be higher than the standard fee of 15 RMB. This can occur if the seller is located far away from our warehouses, the item is particularly heavy, or the seller has only one delivery option available, which is more expensive than regular delivery.