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Customer Service
Need more help? Here is how to get in touch.
Customer ServiceSeller Guarantee
The “Return & refund Guarantee” is a promise provided by sellers for their product sold on SHgate.com. When item(s) are bought on Dhgate.com but not as described or processed any quality issues, you will receive assistance from seller in resolving with the items. Dhgate will also offer additional assistance if the seller is not cooperation. Learn more:http://www.dhgate.com/returns-refund-guarantee.html
On-time Delivery
All sellers on DHgate.com are required to guarantee their product(s) delivery on time. Each product page contains "On-time Delivery" guarantee, and the "Estimated Delivery" time-frame.
With the on-time delivery guarantee, you'll be able to know exactly in how many business days a seller ships out a product, and within how many business days the product will be delivered.
The seller's "On-time Delivery" guarantee starts from the moment the seller have uploaded the shipping tracking number to the system (i.e. website). You can get a full refund if you haven't received your order within the seller's on-time delivery guarantee. Learn more:http://www.dhgate.com/promotion/ontime-delivery.html
Seller Guarantee Services
Sellers who are part of Seller Guarantee Services are responsible for fulfilling the promise for the service they provide. In the case the seller does not fulfill his promise for the respective seller guarantee service, the buyer is entitled to monetary compensation. The amount of compensation depends on “Dispatch Pledge” service.
“Dispatch Pledge” service
Our Dispatch Pledge Guarantee applies to any product that is included as part of our Guarantee and includes the following conditions:
• When the seller does not dispatch the goods within the agreed processing time, our system will automatically return payment to the buyer and also deduct US $20 from the seller’s account to compensate the buyer;
• When the seller provides an invalid tracking number. In this case, upon notification from buyer, on his/her behalf, we will investigate the complaint. Once we have confirmed the tracking number to be invalid, sellers will be required to upload a valid tracking number at a specific time and if they are not able to do so, our system will deduct US $30 from the seller’s account to compensate the buyer.
These rules do not apply to situation where the buyer cancelled the order because of items not now required.
Dispatch Pledge (Special Condition)
If a customer places multiple orders for the same product to be shipped to the same address within a narrow timeframe (e.g. one month), these orders will be treated as one order if a seller violates our Dispatch Pledge Guarantee.
In such an instance, compensation to the buyer will be as follows:
• The seller does not dispatch the goods: $20
• The seller provides an invalid tracking number: $30
FAQs
1.If I cancel my order with or without negotiation with the seller, can I still apply for extra compensation?
No. Extra compensation is not awarded in cases where the buyer has cancelled the order.
2.What should I do if I think the tracking number the seller provided is invalid?
Please sign in to your account and Report Invalid Tracking Number . On the “Tracking" page, simply click “Report Invalid Tracking Number.”We will investigate the situation after we have received your complaint. Once the tracking number is confirmed to be invalid, our system will deduct US $30 from the seller’s account as compensation to you.
T/P seller
T/P stands for top/premium seller, whose service and product is the best. When you browse the product, please pay the utmost attention to these seller.
Some suggestions about how to find good products/good sellers:
1. Check seller’s review scores and service scores. The higher the scores, the better the product is.
2. Read product specification and other description carefully.
3. Considering both price & product quality as well as seller’s processing time.
4. Use “contact Merchant” to communication with seller if any question.
5. Don’t place order when seller doesn’t reply to you or you are not rest assured.
6. Don't transfer money to seller's personal account.