Hey pal, what can we help you with?


I’m having trouble finding the products I want.

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

The short version
  1. Make use of baopals’ departments – we’ve done the hard work so you don’t have to!
  2. Keep the number of words you enter in the search bar to a minimum.
  3. You’ll typically find more results with Translated Search, though some things get lost in translation. If this happens, try Exact Search.
  4. When searching for a specific brand or product name, or when using Chinese, use Exact Search.
  5. Using Tmall Only gives you more filters and options for sorting products.
Can I ask the seller a question?

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.

If I find a product on taobao.com or tmall.com, can I buy it on baopals?

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.

Can you guarantee quality?

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. Of course, another way to perform a quick quality check is to look at the seller rating and customer reviews. However, be warned, Taobao sellers are known to make fake reviews and ratings. For more information, please see Picking the Right Seller.

Can I buy fresh food on baopals?

Yes. You can search for any variety of fresh foods on our site. However, be careful when purchasing fresh foods from taobao, because the quality can be questionable (especially meats). This is why we are currently working on a baopals certified fresh food department. On this page, all of the fresh foods will be handselected and tested by our baopals team so you can rest easy knowing that your Australian sirloin is indeed an Australian sirloin.

In the meanwhile, shop around our baopals pantry. We’re sure you’ll find all sorts of delicious snacks to keep you happy for quite some time!

Why am I seeing Chinese instead of English?

All of the product information is pulled from Taobao and then automatically translated into English. If the product information isn’t translating, the problem is most likely a connectivity issue. If you’re using a VPN in China, try turning it off and refreshing the page. If you’re still having issues then resort to the standard bag of tricks of trying to up the internet speed. Tell your roomie to stop downloading Game of Thrones, bash the router a bit, and pray to the Internet gods.

You will also see Chinese at times on product images – these are also brought over from Taobao, and the Chinese is simply part of the image.

Why am I seeing broken or confusing English?

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.

Why am I seeing two different prices on the product page?

Sometimes the data pull from Taobao can be sluggish. If you try changing the quantity of items, the pricing will refresh and reflect the true price. Don’t worry though; upon checkout all prices shown are accurate.

Orders & Shipping

What are my shipping options?

Baopals offers two shipping options for customers in China: Convenient Pickup and Taobao Direct Shipping.

We usually recommend the first option, Convenient Pickup, as it is almost always free of charge, it is easy to retrieve items at a convenient time (without having to speak a word of Chinese!), and there is likely a pickup location just outside of your home.

To learn more about these shipping options, click here.

How do I track my order?

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 10 days to report it as missing. Beyond 10 days Baopals is no longer liable for any missing packages.

Can I cancel my order?

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.

What is your returns/refunds policy?

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.

Why do some products take longer to arrive than others?

Most products being shipped within China will arrive within 2-4 days after placing your orders. However, some sellers are slower than others. If your item is being shipped domestically and hasn’t arrived within a week, please contact our customer service rep 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.

How do I get my items from Sposter lockers?

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

Payment Methods & Info

What are my payment options?

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.

What is your service fee?

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.

Is my credit card information safe?

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.

For live support with the baopals team, please message our WeChat Service Account by scanning the QR code below, or adding WeChat ID: baopals.

Our service hours are Monday to Friday from 9am to 7pm CST.