Frequently Asked Questions

Shopping

Please see our Searching for Products tips page for detailed suggestions and screenshots.

  • Make use of Baopals’ departments – we’ve done the hard work so you don’t have to!
  • Keep the number of words you enter in the search bar to a minimum.
  • You’ll typically find more results with Translated Search, though some things get lost in translation. If this happens, try Exact Search.
  • When searching for a specific brand or product name, or when using Chinese, use Exact Search.
    Using Tmall Only gives you more filters and options for sorting products.
Category: Shopping

Sure! If you have questions you’d like to pose to a seller, or questions about the product, you can ask in the Q&A section of that product page.

Category: Shopping

Yes you can! Simply copy the URL of the product page from Taobao or Tmall into the Baopals search bar, and choose Exact Search. This should bring you directly to that product on Baopals.

Category: Shopping

We can’t give a quality guarantee because there are millions of individual sellers scattered across China. That being said, there are ways to minimize the risk of receiving fake or low quality goods. The easiest way is to select the Tmall Only option in the top right corner of any search page. This will filter out all the non-verified sellers on Taobao and leave you with only the verified Tmall sellers. The Baopals Score can give you a good idea of the product quality, seller service, and shipping speed. For more information on how it works, check out this article.

Category: Shopping

Yes. You can search for any variety of fresh foods on our site. However, be careful when purchasing fresh foods, because we cannot guarantee the quality. Feel free to shop around our Baopals pantry, where you can find a wide variety of delicious non-perishable food stuffs.

Category: Shopping

All product information and Taobao reviews are automatically translated from Taobao to our site. The difference between Chinese and English is so vast that the English language often gets butchered when translated. This can lead to confusing and/or hilarious translations.

In general the translations are good enough that you, the shopper, can figure out what it is the Taobao merchant is trying to sell. However, in the event that you are left completely baffled, don’t hesitate to ask a question in the Q&A section of any product or contact our support team.

Category: Shopping

Orders & Shipping

All items on Baopals are shipped directly from the sellers to you, the customer. This allows for the fastest possible shipping speed. The sellers choose the courier company themselves, so there is some variance. If no one is available at the intended shipping address when the delivery arrives, the courier may attempt to contact you at the phone number on your shipping address, or may leave the item at an appropriate pickup destination, such as pickup lockers.

To learn more about Baopals deliveries, click here.

You can track your orders and view previous orders in My Orders. Once there, you can view the details of a specific order. On the order details page, click View Tracking for the item you wish to track, and you will see detailed tracking info.

Note: Please allow 72 hours for the tracking info to appear. We allow all sellers up to 3 days to ship your items before we take action. If your item is being shipped internationally, then there is no tracking info available. You will be notified via email for all international orders.

In the event that you are unable to find your package, after it had been marked as received or delivered, you have up to 5 days to report it as missing. Beyond 5 days Baopals is no longer liable for any missing packages.

Be sure to regularly check your tracking.

Once your order has been placed, our team will process it immediately. When the product is shipped is up to the seller. This means that the seller may ship your product out within the hour or the next day or two. Contact our customer service reps as soon as possible so we can try and cancel your order before it is shipped. If it has already been sent out, then you will have to request a refund.

As Baopals is essentially a bridge between you, the shopper, and sellers on Taobao and Tmall, we aren’t in full control of returns and return policies. Instead, we handle communication with the sellers and do everything we can to help you return problematic items.

In most cases, we will be able to secure a full refund from the seller if you submit a return request shortly after receiving your item.

To read our full returns policy, click here.

Most products being shipped within China will arrive within 3-5 days after placing your orders. However, some sellers are slower than others. Be sure to regularly check your tracking. If you do not see any results regarding your tracking within 3 days, feel free to contact us.

If your item is being shipped domestically and hasn’t arrived within a week, please contact our customer service team so we can communicate with the seller to find out what is going on. If the product is being imported internationally, then please allow 3-6 weeks for delivery. You will be notified via email if this is the case.

For our guide to retrieving items from pickup lockers, please click here.

Payment Methods & Info

Yes you can, but not always.

Baopals is only able to provide fapiaos from Trusted Sellers (Tmall sellers). This is because many taobao sellers simply do not offer fapiaos or charge additional fees. All fapiao requests must be made within 6 hours of placing your order as fapiaos are almost always packaged with your purchased item. If the seller has already shipped your item, the seller will be unable to include your fapiao.

You may make your fapiao request by replying to your order confirmation email. If no Chinese company name is provided, you will be issued a personal fapiao.

Currently Baopals offers WeChat Wallet, China UnionPay, and Alipay as payment options.

For information and instructions on using WeChat Wallet, click here. For our guide to paying with UnionPay, click here. For our guide to paying with Alipay, click here.

Of course! We don’t store your credit card information. All payment processing is handled by AsiaPay. The information exchange between AsiaPay and baopals is based on secured encrypted protocols. For more information, please see our privacy policy.

The service fee is 5% of the item price plus CNY8 per item type, regardless of quantity. This means the CNY8 surcharge is waived for any additional quantities of the same item in an order. The service fee is automatically included in the pricing of all the products on our site. Ergo, when you check out, you won’t be surprised by any additional fees.

 

Got a question you’d like answered here? Leave us a reply and we’ll add it to the FAQ!

For additional support, feel free to contact our customer service team at support@baopals.com or message our official WeChat (scan the QR below or add contact Baopals).

Baopals-WeChat-QR

31 Comments

  1. Cathy Dunn
    October 8, 2016 @ 2:12 am

    Is there any way to buy Korea Shochu Sake Fruity Shochu Good day Blueberries Pomegranate – in San Diego, California in the U.S.?

    I don’t know what Y65.54 equals to american currency

    Reply

    • Baopals
      October 8, 2016 @ 8:18 am

      Hi Cathy, we are only serving customers within mainland China for now. We aim to expand internationally towards the end of 2017. Thanks for your patience!

      FYI, 65.54 RMB is about US$9.80.

      Reply

  2. Sabine
    October 19, 2016 @ 7:55 pm

    What happened to the Union Pay? Not there any more!

    Reply

    • Ginger Werner
      October 20, 2016 @ 11:51 am

      Hi Sabine, China UnionPay has been upgrading their internal systems. As a result, there is a temporary delay in refund times and China UnionPay payments are temporarily suspended until the upgrade is complete. This isn’t a Baopals specific problem, as this upgrade has affected a large portion of online businesses accepting CUP. Thanks for your patience!

      Reply

  3. Antonia
    October 28, 2016 @ 9:15 am

    My order won’t complete as your site won’t allow me to pay , what to do!

    Reply

  4. Brittany Vaughan
    November 1, 2016 @ 2:26 pm

    When will the union pay option be available? It has been down a long time….

    Reply

    • Baopals
      November 1, 2016 @ 6:08 pm

      Hi Brittany, we’ve had to temporarily disable UnionPay because they are currently updating their system. Various websites with UnionPay as a payment gateway have had to disable it for the time being because the update has had technical issues. We’re very sorry about that and are just waiting for an update from UnionPay any day now when they’ve got things fixed. Thank you for your patience!

      Reply

  5. Todd N. Musser
    November 10, 2016 @ 11:03 am

    Hi, I ordered some things over a week ago, and all but one item have been delivered. The final item does not yet show a clickable link for tracking. my order number is 52085. Please help!

    Reply

    • Baopals
      November 10, 2016 @ 11:08 am

      Hi Todd, please contact our customer service team by email at support@baopals.com or by messaging our official WeChat (ID: Baopals). They’ll be happy to help you track down the item.

      Reply

  6. Patrick
    November 10, 2016 @ 4:38 pm

    If I shop today 11/10 using the singledays code, will I still be able to get the discounts that will be published on 11/11?

    Reply

    • Baopals
      November 10, 2016 @ 5:14 pm

      Hi Patrick, this is a Baopals-exclusive discount that is valid before Singles Day. 11/11 discounts will be valid on the website starting at midnight tonight, after our Singlesday code expires. Hope this helps!

      Reply

  7. Brenda
    November 11, 2016 @ 10:36 pm

    My account and password aren’t matching. I clicked forgot my password and it says a new one has been sent to my email but I have not received it. Help! I only have an hour and a half left!

    Reply

    • Baopals
      November 14, 2016 @ 11:11 am

      Hi Brenda, please contact our customer service team by email at support@baopals.com or by messaging our official WeChat (ID: Baopals). They’ll be happy to help you sign into your account.

      Reply

      • Brenda
        November 14, 2016 @ 11:28 pm

        I’ve done this twice now and still no reply. I really want to use my account but I can’t get anyone to help me! Please help !

        Reply

  8. Lhani
    November 12, 2016 @ 11:50 am

    Hi!! I bought a cover for quilt. And paid tru my bank. It s a success but why its not in my irder list?! And had no confirmation to my email? I have a screen shot of my payments confirmation tru my phone when they sent the codes!!!! Whats going on?

    Reply

    • Baopals
      November 14, 2016 @ 11:10 am

      Hi Lhani, please contact our customer service team by email at support@baopals.com or by messaging our official WeChat (ID: Baopals). They’ll be happy to help you track down the item.

      Reply

  9. Lisa
    November 23, 2016 @ 6:12 pm

    I ordered a pair of boots, and now realize I was never prompted to enter a size. How can I contact customer service to address this issue?

    Reply

    • Baopals
      November 23, 2016 @ 9:08 pm

      Hi Lisa, normally our support team will contact before processing the order if there is information needed. But you can always reach our customer service team at support@baopals.com or by messaging our official WeChat (scan the QR at the bottom of this FAQ page or add ID: Baopals).

      Reply

  10. Wolfgang Ueberschaer
    November 28, 2016 @ 10:03 am

    Good morning, I have a typical Chinese question: Can I get a fapaio (tax invoice) for my recent purchase on baopals? If yes, how can I get it?
    If no, why not?
    Best regards
    Wolfgang

    Reply

    • Baopals
      November 28, 2016 @ 10:42 am

      Hi Wolfgang, yes it is possible to get a fapiao. You can request a fapiao by replying to your order confirmation email once your order is made. After a product has shipped, we’ll be unable to secure a fapiao. Also some sellers charge a 5% fee for fapiaos, in which case we can arrange payment directly through WeChat or Alipay.

      Reply

  11. Brian Hansen
    November 30, 2016 @ 12:46 pm

    I have just checked out and I can see that I have paid 187,80 RMB , but now when I go back to my account , all the stuff is still in my cart ? And I can see any order in my order list

    PLease check ASAP what is wrong, I dont want to order again, and then pay 2 times ? ?

    Reply

    • Baopals
      November 30, 2016 @ 2:02 pm

      Hi Brian, sometimes items remain in the cart due to a technical error, but if you did not receive an order confirmation email or see the order in your order history, it’s likely the payment did not go through. However, it’s best if we gather more information and help to confirm the situation. Please contact our customer service team by email at support@baopals.com or by messaging our official WeChat (ID: Baopals). They’ll be happy to follow up and check on this order for you.

      Reply

  12. Kristin
    December 5, 2016 @ 3:29 pm

    Hello, I just tried to track a package on the website. I can see where it’s been but I don’t see a tracking number anywhere. I need a tracking number to call the delivery to see where my package is now but there is no number anywhere on baopals.com. What am I missing?

    Reply

    • Baopals
      December 6, 2016 @ 9:37 am

      Hi Kristin, for help tracking down an item you have ordered, please complete the form on this page.

      Thank you for getting in touch with us!

      Reply

  13. Kieran
    December 13, 2016 @ 5:52 pm

    Hello,

    My order #68608 has not been delivered to my place and I checked the supermarket where the items were supposed to be left and they are not there. Can someone help me please?

    Regards,
    Kieran

    Reply

    • Baopals
      December 14, 2016 @ 7:51 am

      Hi Kieran, our logistics team will be more than happy to help. You can submit a tracking request to let them know what item(s) you haven’t received and they’ll be sure to follow up once they’ve tracked them down.

      Reply

  14. gaelle quenette
    December 21, 2016 @ 8:47 pm

    Hi,
    I bought an electric car for my kid but there is no Controller, just the car and the battery charger.
    How do I do ?
    Return everything back or do the seller complete my purchase ?

    Thank you for your prompt answer (Xmas gift !!!)

    Reply

    • Baopals
      December 22, 2016 @ 5:47 pm

      Hi Gaelle, our team will be more than happy to help. Sometimes sellers ship different parts separately, but we can’t be sure until we contact them. You can reach our support team by emailing support@baopals.com or messaging “hello” to our official WeChat (ID: Baopals). Be sure to let them know your order number and a brief explanation of the issue. Thanks!

      Reply

  15. Gaelle Quenette
    December 23, 2016 @ 10:35 am

    Thanks for your feedback
    Bad luck, I try from yesterday to leave my request in wechat . Always the same message : we can t send, try later.
    Can you forward my message which is :
    Hi
    As mentioned on the website forum I bought a electric car for my kid but there is no remote controller inside !
    I don t want especially to return or be refunded, just need to complete my purchase 😩😩…
    Can you. Contact the seller ( y966976) and ask him to ship at home?

    If impossible, the car is still not used ( fixed by plastic to the supporting carton), I could return and buy a new one.

    Last point, I leave today in holiday, would be great if I find the remote at home next week !😊😊😊

    Thanks for your help
    Gaelle

    Reply

    • Baopals
      December 23, 2016 @ 11:35 am

      Hi Gaelle, we were able to review your order history and find this item for you. Our team is getting in touch with the seller today. In the future, please be sure to message “Hi” or “Hello” only to talk to an agent on our WeChat, or email support@baopals.com to request help. Our team will email you once we have updates. Thanks 🙂

      Reply

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