Question 1

What is Baopals?

Accepted Answer

Baopals' platform is a bridge that connects Baopals customers with over 1 billion products from China's largest online marketplaces: Alibaba's Taobao and Tmall, and Tencent’s Jingdong (JD). When a customer shops for products on Baopals, they're shopping directly from China's leading platforms. Everything is in English, finding the products you want is a cinch, and our friendly service team is with you every step of the way - giving you the ultimate shopping experience in China.

After building the bridge to Taobao, Tmall and JD, we added translations and our tailor-made search functionality. We focused on building a clean, simple user experience where the best products and shops rise to the top. Our Discover section is a great way to explore what Baopals customers are buying and loving.

Since launching on March 1st, 2016, Baopals has helped over 133,000 happy customers purchase more than 7 million goods.

Question 2

How do I set up my Baopals account?

Accepted Answer

To create an account, select the “Sign Up” button at the top of any Baopals page.

From here, you can enter your username, name (for our customer service team to address you), and your account password. Please use at least one capital letter, one lowercase letter, and one number in your password. Click "Create Your Account" when you're done!

Once you're signed in, get familiar with your personal navigation menus, where you can easily access your account, orders, and personal pages like wishlists and favorites. Look to the upper righthand corner of your screen, where your name is displayed.

When signed in on your mobile phone, look for the hamburger menu at the top right. This will open up the navigation menu there.

You can also adjust region, currency and language settings using the globe icon at the top of the screen.

Now is a good time to head to your Addresses page and add your delivery address. You can enter your address in Chinese or English (and our team will translate it for the sellers). All sellers on Baopals ship directly to your address, and you can track orders in English from your orders page. Feel free to add more than one address if you'd like your packages to ship to your office or send a gift to a friend!

Also be sure to visit your Rewards page to start earning discounts on your Baopals orders!

Question 3

How long do Baopals deliveries take?

Accepted Answer

In general, products ship and arrive quickly in China; within 1-3 days in most cases.

To track an order, go to your Orders page and look for the “Track” button next to an item you’ve purchased. If the item has been shipped out, this button will be active and clicking it will open up tracking updates. If the “Track” button is inactive, the seller has not yet shipped.

If an item you have ordered has a particularly long delivery time, our team will notify you in advance and give you an approximate delivery time for your item. Common reasons for slower than normal delivery times include international shipments, pre-sales, customization, and very large/heavy items such as furniture.

Here at Baopals, we do our best to ensure that all sellers ship out within 48 hours of you placing your order. If a seller has not shipped out within 48 hours, our team will contact the seller directly for an update. Once we are notified of the reason for the delay, we will update you via live chat or email. In the event that a seller has been unresponsive to our messages or has repeatedly given us false information on shipment times, we will request a refund on your behalf and refund you in full for your item.

If you wish to know more precise delivery times in advance of placing your order, feel free to message our team via live chat. There is a support button on every product page (next to the Add to Cart button) which will automatically include the product details for our team.

Question 4

Can I shop on Baopals from outside China?

Accepted Answer

Yes! As of March 2026, Baopals is shipping worldwide. Simply switch your region to Overseas using the globe icon at the top of the page to access the overseas website. This will also switch you to our overseas help center with more relevant information for shopping from outside of China.

Question 5

How do I contact Baopals customer service?

Accepted Answer

The Baopals customer service team is standing by to help with anything you need.

The best way to reach our support team is via live chat. For live chat, we provide three options for your convenience: Web Chat, WeChat, and WhatsApp. We can also be reached by email at support@baopals.com.

For general inquiries, click the live chat icon at the bottom right of the website to open up chat options.

For help with an order, navigate to your Orders page and click “Support” next to the item in question. This prefills the web chat with your order and item information so our team can follow up quickly.

To ask about a product, look for the support icon just next to the “add to cart” button. This will allow you to prefill the web chat with that product information.

Question 6

How do I reset my password?

Accepted Answer

If you've forgotten your Baopals password, you can reset it by clicking "Forgot password?" in the sign in window. You can also click here to go directly to the reset password page.

There you can enter your Baopals account's email address and send an email with a link to reset your password. If you don’t see this email, be sure to check your spam folder and/or search for an email from noreply@baopals.com.

Please note you must use at least one capital letter, one lowercase letter, and one number in your password.

Question 7

How do I enter my shipping address?

Accepted Answer

When shopping on Baopals, all of your purchased items are shipped directly from the Taobao, Tmall and JD sellers to your shipping address.

Head to your Addresses page to add and manage delivery addresses. You can enter your address in Chinese or English (and our team will translate it for the sellers). All sellers on Baopals ship directly to your address, and you can track deliveries from your orders page. Feel free to add more than one address if you'd like your packages to ship to your office or send a gift to a friend!

Question 8

Should I use a VPN to shop on Baopals?

Accepted Answer

Baopals can be used with or without a VPN, but it is generally best to have your VPN off, for several reasons:

1. Our platform is optimized for China-based users and will perform fastest from a China location.

2. As we are a bridge to Taobao, Tmall and JD, searches and product pages may load more slowly while using a VPN.

3. Wechat and Alipay tend to function more quickly and smoothly when not using a VPN.

Question 9

Can I sell my products on Baopals?

Accepted Answer

The products sold on Baopals are directly pulled from the Chinese platforms Taobao, Tmall and Jingdong (JD),  translated and organized neatly for your browsing pleasure. Thus, to sell on the Baopals platform, you will first need to have your products available on one of these platforms. When that happens, they will automatically be available through Baopals.

Contact support@baopals.com if you already sell on Taobao, Tmall or JD and wish to locate your products on Baopals or ask our team about improving the visibility of your brand on Baopals.

Question 10

How do I delete my Baopals Account?

Accepted Answer

We understand that there may be circumstances where you decide to delete your Baopals account. We value your privacy and are committed to maintaining the security of your personal data. Here are the ways you can delete your Baopals account.

Please note that account deletion is permanent and irreversible. Once you confirm the deletion, all your account information and history will be erased, and you won't be able to recover it.

Navigate to your account Settings page and look for the “Danger Zone” tab. There you’ll see an option to deactivate your account, and another to delete your account. Simply click the button and confirm to complete the process.

We're here to help if you have any issues during the process, or if you decide to come back and create a new account. Thank you for being a part of the Baopals community.

Question 11

What are some useful tips for finding products on Baopals?

Accepted Answer

1. Use Baopals Smart Search

All Baopals searches are translated to Chinese, so that you can search in any language and browse results from China’s shopping platforms. Smart Search takes this a step farther by also optimizing your search terms for what works best on those Chinese platforms.

In other words, what terms would a Chinese shopper use to find those items? If you’re searching for a specific brand, is there a Chinese translation for that brand name, or should it be left as is? Baopals Smart Search takes care of this for you to optimize results and save the guesswork.

2. Try searching with a photo or image of a product

Just click the camera icon in the search bar and you can snap a photo or upload an image to instantly search for that product and similar products.

3. Search within Baopals Discover for hot products, shopper reviews, and top shops

Baopals Discover automatically curates trending products, useful Baopals shopper reviews, and the most favorited shops. You can also search within Discover to find matching hot products, reviews, and shops.

Moreover, you can also go to a specific category, such as Top Rated, and conduct your search to browse products that match your term and have Baopals shopper reviews. For example, a search for “gift” within the Top Rated section can help you find fun, quirky gift ideas that you might not otherwise know exist!

4. Ask us for help!

A Baopals support agent is standing by to help you with all your shopping needs. Just use the live chat feature to chat with our team. Tell us what you’re looking for and we’ll be happy to assist in the hunt!

Question 12

What are Taobao & Tmall?

Accepted Answer

Both Taobao and Tmall (Taobao Mall) are brands within the Alibaba Group. Taobao, launched in 2003, is a C2C (customer-to-customer) marketplace where individuals and businesses sell their products. It’s like eBay, but rather than auctions, prices are generally fixed.

Tmall is a B2C (business-to-customer) mall for brands and companies that are legally registered in China. It’s a lot like Amazon. To sell on Tmall, companies must have a minimum 3-year business presence in Mainland China.

So what does this mean for you, the shopper? Here’s a quick comparison:

Types of Sellers

Taobao: Individuals and businesses with Chinese bank accounts and Alipay who are approved by Taobao. Most sellers are intermediaries – buying goods from wholesalers or representing factories.

Tmall: Registered businesses with a minimum 3-year business presence in Mainland China. These are companies with an established presence selling their products in China. Over 70,000 brands, both local and global, sell through Tmall.

Types of Products

Taobao: Pretty Much Anything You Can Imagine.

Tmall: Think of it this way - if it’s sold in a shopping mall somewhere, it’s sold on Tmall.

Reliability

Taobao: You’ll find a whole range of quality on Taobao. While Taobao doesn’t have the same brand requirements as Tmall, Taobao’s customer feedback and ratings system ensures that bad sellers don’t survive long.

Tmall: If you’re looking for a particular brand, and you want to buy directly from that brand (or a licensed seller), go with Tmall.

Pricing

Taobao: As cheap as it gets. Since Taobao has far more sellers, often competing to sell the exact same goods, prices are extremely competitive. You aren’t likely to find prices for any product, in any place, lower than what you’ll find on Taobao (and, in turn, Baopals!).

Tmall: Not likely to be as cheap as Taobao, but pretty damn close, and usually a good deal cheaper than you’ll find in a traditional brick-and-mortar store.

In a nutshell, Taobao works much like the busy street markets of China: you’ll find anything and everything, you won’t believe the prices, and you can’t escape the smell of stinky tofu. Not ever.

Tmall, meanwhile, is like your typical shopping mall. Only bigger. And cheaper. And you don’t have to be wearing pants.

Still not sure about a product or seller? Feel free to ask our support team for help via Live Chat. We will assess the risk associated with purchasing the product and pass the information directly to you, along with our suggestion of whether or not you should purchase.

As always, we will continue making improvements to Baopals so that you can shop conveniently, comfortably, and confidently!

Question 13

How do I search for Baopals products using images or photos?

Accepted Answer

By clicking the camera icon in the search bar, you can use photos or images to find anything you want on Baopals.

See something you like in the wild? Open up Baopals and take a photo!

Instead of asking a friend where they bought something, snap a photo and you can instantly get the item on Baopals. While it won't be perfect 100% of the time, we've experimented with all kinds of products and have been amazed at the results.

Save a pic from anywhere on the web and plug it in to the Baopals search.

Know exactly what you want? You don't need to guess at the search terms - just upload an image and voilà! It can even recognize text and other unique details.

Click the camera icon on a product image to find alternatives for that product.

On the product page, look for the camera icon at the top right corner of the product image. Click that to execute a search for that same image, giving you a chance to find alternative sellers or similar items to that product.

Question 14

Why are some products on Baopals unavailable?

Accepted Answer

There are several reasons why a product might not be available for purchase on Baopals:

The product is prohibited due to the nature of the item. Prohibited items include weapons, illicit drugs and paraphernalia, explosive substances or devices, and flammable or corrosive liquids.
The product is an imported item and the seller has placed restrictions on its availability.
The product is considered a prescription medication or other restricted medicinal product.
The product has recently been removed by the seller.*
The product has been verified by the Baopals team as being unreliable or disingenuous.

You might be wondering why these products appear on Baopals at all if they are unavailable for purchase. This is due to Baopals' nature as a bridge to all Taobao, Tmall and JD products and sellers. As we cannot remove products from these platforms, we cannot remove products from Baopals. If it exists there, it exists here. What we can do instead is make every effort to identify problematic products and proactively restrict them from being purchased.

*Sometimes, sellers remove a product and then reupload it. This can change the product ID, and with it the URL for that product. If you have a previously ordered product that is now a dead link, this can sometimes be the reason. Head to that shop’s page and you may be able to find the item again.

Question 15

How do I contact the seller to specify my product choice?

Accepted Answer

Some products on Baopals may require a bit more attention when placing an order. If you are ever unsure about a product option or need to customize a specific color, model or style, you can contact our team either before or shortly after placing your order.

There is a support button on every product page (next to the Add to Cart button) which will open up live chat and can automatically include the product details for our team. Use this to tell our team what you need, and they’ll be happy to liaise with the seller for you.

If you’ve already placed your order and want to confirm details or make changes, go to your Orders page and look for the support button next to the item in question. This will open up web chat with your order details, so our team can easily follow up on your request.

Question 16

How do Chinese clothing sizes compare to western ones?

Accepted Answer

Every type of clothing imaginable (and millions that are unimaginable) can be found on Baopals at incredible prices. However, a common concern is whether or not the clothes will fit. One of the first things that expats notice when they make the China move is that their underwear size has “upgraded” from M to XL. After the initial panic of thinking that you’ve gained a solid 20 kilos on the plane ride over, you realize that clothing sizes are different and can sometimes be inconsistent in China.

Luckily for you, Baopals is here to show you how to find great clothes with a great fit. Follow the steps below and before long you’ll be able to stock your wardrobe with dapper clothing without breaking the bank!

Always start with the Description tab.

The vast majority of clothing sellers offer their very own sizing charts. These charts are accurate due to the fact that sellers are incentivized to make sure that every item of clothing fits well as to reduce the amount of returns/refunds.

On the product page, scroll down below the product options and Add to Cart button and look for the Description tab. Here you’ll find additional product images and oftentimes a sizing chart will show on the page.

Clothing dimensions are almost always given in centimeters while weight is almost always given in jin 斤 which is 0.5kg.

Tip 1: At the top right of each image in the product page Description section, you should see a blue “Translate” button. Use this to instantly translate the images, including clothing size charts!

Tip 2: If you are unable to find a sizing chart, or simply want to know more about any Baopals item, you can quickly use the support icon (next to the Add to Cart button) to chat with our team about the product.

Bonus Tip: If you're looking for plus-size clothing, try using Baopals Smart Search with terms like “large size men’s shoes” or “plus-size dress”.

Question 17

How do I save products I'd like to purchase later?

Accepted Answer

Baopals Wishlists allow you to create and save lists of products you have your eye on. Pick a theme, or just throw whatever random products you discover in there. It's up to you!

To add a product to your wishlist, look for the heart icon. You’ll often see it at the top right of product images (while searching or browsing). You can also find this heart icon on product pages, just next to the Buy Now button. When you have multiple wishlists, you can choose what wishlist to save the item to whenever you click the Add to Wishlist button.

You can create new wishlists from your Wishlists page by clicking the + button. You can also look for the “create new wishlist” button whenever adding a product to a wishlist.

Question 18

Can I ask about a product before purchasing?

Accepted Answer

When browsing through items on Baopals, you may have a question about a product. And while you can always look through the Description section when viewing a product for additional photos and information, you might have a question that requires direct communication with the seller.

That's where the Baopals support team comes in.

Our team is available to help communicate with the seller of any product on our website in Chinese to get you an answer to any questions you might have. We generally have a very high response rate from sellers, and our mission is to respond to every question within 24 hours.

Some commonly asked questions are:

- What is the weight and/or size of this product?

- Is this product available in English?

- What are the differences between the different product options?

- Does this product come assembled or will I need to assemble it myself?

While browsing a product, look for a button with our support icon - it’s just to the right of the Add to Cart button. Clicking this will allow you to start a web chat with that product information already included.

So go ahead, ask away! Your question will be answered in the live chat, and if you happen to be away - don’t worry, you’ll also receive an email with a transcript of the chat.

Please note that we are also unable to offer estimated delivery times for products due to the different factors that can affect shipping time. However, we push sellers to ship within 48 hours and most items arrive within several days. If there's an expected delay in delivery, such as for international orders, we will contact you to let you know.

Happy Shopping!

Question 19

Why am I seeing confusing product names?

Accepted Answer

All product information is 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 our support team.

Question 20

Can I buy someone a Baopals gift voucher?

Accepted Answer

At the moment, there isn’t a way to buy gift vouchers to spend on Baopals. However, we’ve heard your requests and we are working on it! We’ll update here as soon as this feature is available.

Question 21

What is Baopals Express?

Accepted Answer

While shopping on Baopals, you may notice many products that come from Baopals Express, or simply Express.

Unlike Taobao and Tmall products, Express products come from China’s second largest shopping platform, Jingdong (JD).

The majority of Express products are delivered within 48 hours, and in most cases within 24 hours. They face stringent requirements to ensure authenticity and quality control. Express offers a wide selection of products and name brands, and is the go-to choice for electronics and home appliances. You'll also find a great selection of fresh foods and imported items.

Question 22

Can I buy fresh food on Baopals?

Accepted Answer

You can search for any variety of fresh foods on Baopals. For reliable quality and fast shipping, we recommend looking for the Express label on search results. Baopals Express orders come from Jingdong (JD), are quality-controlled, and warehoused around the country to ensure fast delivery.

Many Taobao and Tmall products also display the seller location on the search page, below the product price. So you might want to keep an eye out for your city to ensure freshness.

Question 23

If I find a product on Taobao or Tmall, how do I buy it on Baopals?

Accepted Answer

Simply copy the URL of the item page from Taobao or Tmall into the Baopals search bar, and execute the search. This should bring you directly to that product on Baopals.

Please note this method only works on desktop browsers, and URLs from Taobao or Tmall on mobile phones do not support this function.

If for any reason that doesn't work, feel free to tell our service team what item you're looking for, and they'll be happy to help you find it on Baopals. The best way to do this is by utilizing our live chat.

Question 24

How do I check out on Baopals?

Accepted Answer

While browsing products, use the “Buy Now” or “Add to Cart” buttons to purchase items. Your cart can be viewed by clicking the shopping cart icon at the top right of any Baopals page.

Items in your cart can be selected or deselected. Deselected items will not be added to the checkout page, but will remain in your cart for you to purchase later. You may also wish to add items to your Wishlist. To do so, visit the product and look for the Heart icon next to the “Buy Now” button. Items can also be permanently removed from your shopping cart by clicking the “X” button next to the item.

To check out, click the “Check Out” button at the bottom of your shopping cart. On the checkout page, you can review the item(s) in your order, then add or select your shipping address. After you have chosen your shipping address, you’ll be able to choose your preferred payment option. You may also want to select “Redeem Points” so that you can use your Baopals Rewards Points to pay for the order (or to pay a partial amount of the order).

If payment is initiated but then abandoned - for example if you are redirected to Alipay to pay, but then decide to go back - the order will become an unpaid order on your Baopals Orders page and the items will no longer be in your cart. Simply go to your Orders page and look for the “Complete Payment” button to proceed with the order.

Question 25

How do I save products I'd like to purchase later?

Accepted Answer

Baopals Wishlists allow you to create and save lists of products you have your eye on. Pick a theme, or just throw whatever random products you discover in there. It's up to you!

To add a product to your wishlist, look for the heart icon. You’ll often see it at the top right of product images (while searching or browsing). You can also find this heart icon on product pages, just next to the Buy Now button. When you have multiple wishlists, you can choose what wishlist to save the item to whenever you click the Add to Wishlist button.

You can create new wishlists from your Wishlists page by clicking the + button. You can also look for the “create new wishlist” button whenever adding a product to a wishlist.

Another way to save products is by simply deselecting them in your cart. Do this by clicking the checkbox to the left of any item that is in your shopping cart. This will cause the item to remain in your cart so you can easily purchase it later.

Question 26

What are my payment options?

Accepted Answer

Currently Baopals offers WeChat Pay, Alipay, Visa/Mastercard, and various international payment methods.

You may also pay for an order (or pay a partial amount of an order) with Baopals Rewards Points. To do so, look for the “Redeem Points” option on checkout. You can also convert any balance in your Refunds wallet to Points for redeeming on orders.

Please be aware of the following:

While shopping on the WeChat mobile browser, it is not possible to pay with Alipay.
WeChat and Alipay are only supported with CNY payments and Mainland China user accounts.

Question 27

Can I cancel my order?

Accepted Answer

If you have not completed payment for your order, your order will not be placed. There's no need to cancel, and you can click "Complete Payment" at any time if you wish to proceed with the order. We will also be introducing an “Archive Order” button soon should you wish to hide that order from your Orders page, in order to keep things nice and tidy.

If you have already completed checkout and paid for the order, you may cancel if you act quickly, before it has been shipped out by the seller. To do so, contact our support team via live chat (or by clicking the support button next to your order items) and let them know which item(s) you wish to cancel.

If an item has already been sent out, then you will have to request a refund after receiving the item.

Question 28

What do I do with an unpaid order?

Accepted Answer

In the event that your payment process was either abandoned or interrupted, your order will not be placed, but it will appear on your orders page.

You can complete the order by going to your Orders page and clicking the green "Complete Payment" button.

If you don't wish to complete the order, you can simply leave it. We will also be introducing an “Archive Order” button soon should you wish to hide that order from your Orders page, in order to keep things nice and tidy.

Question 29

Can I get a fapiao?

Accepted Answer

While not the same as a fapiao, you can generate an invoice immediately for any of your Baopals orders. Go to your orders page and look for the “View Invoice” button, and voila! This can be handy for providing proof of purchase.

If you wish to obtain a fapiao, please contact our team via live chat or email support@baopals.com with your order information. Be sure to include to whom the invoice will be sent (personal or company). If you are requesting a company fapiao, the title should be no more than 21 characters.

As Baopals does not manufacture, own, or ship the products sold on Baopals, we are unable to guarantee fapiaos for all orders. However, we will follow up promptly to let you know, and in most cases we can provide a fapiao.

Question 30

Can I shop on Baopals from outside China?

Accepted Answer

Yes! Baopals began shipping all over the world in March of 2026. Simply use the globe icon at the top of the website to change your region to “Overseas”, add your shipping address on your Addresses page, and you’re all set!

Note: The Help Center also contains separate content that pertains for Overseas shoppers, so be sure to take a look after switching your region.

Question 31

What are my shipping options?

Accepted Answer

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.

If you have special requests regarding deliveries, don’t hesitate to tell the Baopals support team via live chat or by emailing support@baopals.com. We’ll do our best to communicate your wishes to sellers and let you know if they can accommodate your needs.

Question 32

How long do Baopals deliveries take?

Accepted Answer

In general, products ship and arrive quickly in China; within 1-3 days in most cases.

If an item you have ordered has a particularly long delivery time, our team will notify you in advance and give you an approximate delivery time for your item. Common reasons for slower than normal delivery times include international shipments, pre-sales, customization, and very large/heavy items such as furniture.

Here at Baopals, we do our best to ensure that all sellers ship out within 48 hours of you placing your order. If a seller has not shipped out within 48 hours, our team will contact the seller directly for an update. Once we are notified of the reason for the delay, we will update you via live chat or email. In the event that a seller has been unresponsive to our messages or has repeatedly given us false information on shipment times, we will request a refund on your behalf and refund you in full for your item.

If you wish to know more precise delivery times in advance of placing your order, feel free to message our team via live chat. There is a support button on every product page (next to the Add to Cart button) which will automatically include the product details for our team.

Question 33

How do I track my Baopals order?

Accepted Answer

On your Orders page, click the “Track” button for the item you wish to track and you will see detailed tracking info. If the button is inactive and can’t be clicked, it means that the seller has not yet input the tracking number (as they likely have not yet shipped out).

Tracking updates are automatically translated from Chinese. If you're seeing untranslated text, it's likely due to a connection timeout — just hit refresh to try again.

You'll often see the phone number of the delivery person there as well, in case you (or a helpful Chinese-speaking friend) would like to contact the courier directly.

Please allow 48 hours for tracking updates to appear. We allow all sellers up to 2 days to ship your items before we take action. If your item is being shipped internationally, then there may not be tracking information for that item. You will be notified by our service team for all international orders.

If your package is marked as delivered but you can't locate it, please report it as missing within 5 days. Unfortunately, Baopals is unable to assist with missing packages reported after this window.

Click the Support button on your orders page if you ever need a pal to help you out.

Question 34

Why can’t I click the “Track” button on my order?

Accepted Answer

If the “Track” button for an item you’ve ordered is inactive, and cannot be clicked, it is most likely due to one of two reasons:

1.  Your item has not yet shipped out from the seller. Once the seller ships your item, they will input a tracking number, and the “Track” button will be available to show tracking updates. Our team monitors every order to ensure that sellers ship out within 48 hours of the order being placed. If they do not, our team will contact them and relay any updates to you via support ticket.

2.  The logistics company that delivered your item is no longer storing those tracking updates. This can happen when a significant amount of time has passed (several weeks or more) since the item was delivered.

Question 35

How do I open pickup lockers to retrieve my package?

Accepted Answer

To open a pickup locker (such as Hive Box) in China, you must use the pickup notification sent to your phone, which contains either a digital QR code or a numerical password.

Step-by-Step Instructions

Locate the Locker: Find the Hive Box indicated in your SMS notification, Alipay, or Cainiao app.
Access the Screen: Go to the main touchscreen interface on the locker unit.
Choose Retrieval Method:
Password: Tap the screen, select the keyboard icon, and enter the 6-digit or 8-digit pickup code provided in your notification.
QR Code: Tap the screen and select the option to scan a QR code. Scan the QR code sent to your phone using the locker's scanner.
Retrieve Package: Once the correct code is entered or scanned, the specific locker compartment door will pop open automatically.

Important Details

Time Limit: Parcels are generally stored free of charge for up to 18 hours. Fees may apply if the package is not picked up within this period.
Troubleshooting: If you did not receive a code, contact the courier directly or message the Baopals support team - we’ll be happy to assist!

Question 36

How do I communicate with the courier?

Accepted Answer

Communication with delivery men or women can be stressful without a working knowledge of Chinese. Fortunately, most couriers are available by phone (the contact information is often included in your item’s tracking information and a simple text message or phone call will nip any issues in the bud).

Below are 5 useful phrases you can copy and paste into a text message to make things easier for both you and the person delivering your package. If you need to communicate over the phone, give the pinyin we’ve included below the Chinese characters a try. You can also contact our support team any time you wish for Baopals to locate your package for you.

1. Can you please leave the package in front of my door? I give permission and assume responsibility for the package. Thank you!

你能把包裹留在门口吗？我允许你把包裹留在门口，并且愿意承担丢失的风险。谢谢！

Nǐ néng bǎ bāoguǒ liú zài ménkǒu ma? Wǒ yǔnxǔ nǐ bǎ bāoguǒ liú zài ménkǒu, bìngqiě yuànyì chéngdān diūshī de fēngxiǎn. Xièxiè!

2. Please leave the package with security. Thank you!

麻烦把包裹留在保安室好吗？谢谢！

Máfan bǎ bāoguǒ liú zài bǎo’ān shì hǎo ma? Xièxiè!

3. Please leave the package with reception/front desk. Thank you!

麻烦把包裹留在前台接待处好吗？谢谢！

Máfan bǎ bāoguǒ liú zài qiántái jiēdài chù hǎo ma? Xièxiè!

4. I’m not home today. Can you please come tomorrow?

我今天正好不在家，你明天随时可以来吗？

Wǒ jīntiān zhènghǎo bù zàijiā, nǐ míngtiān suíshí kěyǐ lái ma?

5. I’m at home right now. Can you please come up?

我现在在家里，你能来吗 ?

Wǒ xiànzài zài jiālǐ, nǐ néng lái ma?

Question 37

Will the courier contact me when my package ships?

Accepted Answer

All orders made on Baopals require a valid Chinese mobile phone number. This is because it is standard practice for couriers to call customers when making package drop offs, especially if no one is present when the delivery is made. We understand that it can be daunting and/or annoying to receive calls from couriers in Chinese. That being said, we highly recommend that the number you input is your own or that of a Chinese friend who you can communicate quickly with. Failure to communicate with couriers can result in your package(s) being sent back to the seller or held indefinitely at a distribution center, particularly for large items such as furniture.

Of course, the Baopals team is happy to communicate with a courier and assist in deliveries when you contact us via live chat.

Question 38

What are the shipping fees?

Accepted Answer

While most products found on Baopals have free shipping, shoppers will still find products with shipping fees. All shipping fees are set by the sellers and are often dependent on your location.

The shipping fee is displayed on checkout. When buying multiple items from the same shop, you will typically only be charged their shipping fee once.

On occasion, sellers may add additional shipping fees that are not reflected on the Baopals product page or checkout page. In this event, the Baopals team will notify you in advance so you may make an informed decision on whether or not to proceed with your order.

Question 39

Can I cancel my order?

Accepted Answer

If you have not completed payment for your order, your order will not be placed. There's no need to cancel, and you can click "Complete Payment" at any time if you wish to proceed with the order. We will also be introducing an “Archive Order” button soon should you wish to hide that order from your Orders page, in order to keep things nice and tidy.

If you have already completed checkout and paid for the order, you may cancel if you act quickly, before it has been shipped out by the seller. To do so, contact our support team via live chat (or by clicking the support button next to your order items) and let them know which item(s) you wish to cancel.

If an item has already been sent out, then you will have to request a refund after receiving the item.

Question 40

How do I track my order?

Accepted Answer

On your Orders page, click the “Track” button for the item you wish to track and you will see detailed tracking info. If the button is inactive and can’t be clicked, it means that the seller has not yet input the tracking number (as they likely have not yet shipped out).

The tracking is automatically translated from Chinese. If the Chinese is not automatically translated, this is likely due to a connection timeout. Simply hit the refresh button to give the translation a second chance to load.

You'll often see the phone number of the delivery person there as well, in case you (or a helpful Chinese-speaking friend) would like to contact the courier directly.

Please allow 48 hours for tracking updates to appear. We allow all sellers up to 2 days to ship your items before we take action. If your item is being shipped internationally, then there may not be tracking information for that item. You will be notified by our service team 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.

Click the Support button on your orders page if you ever need a pal to help you out.

Question 41

How do I get help on my orders?

Accepted Answer

The Baopals customer service team is standing by to help with anything you need.

On your Orders page, navigate to your Orders page and click “Support” next to the item in question. This prefills the web chat with your order and item information so our team can follow up quickly.

You can also chat with our team via WeChat or WhatsApp - these options appear whenever clicking the live chat or support button. Alternatively, you can email our team at support@baopals.com. Please be sure to include your order details when contacting, so that our team can have eyes on the order as soon as they follow up.

Question 42

Is there an easy way to repurchase my order?

Accepted Answer

Yes there is! On any completed order in your Orders page, just look for the “Buy Again” button at the bottom right. This should open up a quick window for selecting and adding items from that order to your cart.

Question 43

Can I cancel my order?

Accepted Answer

If you have not completed payment for your order, your order will not be placed. There's no need to cancel, and you can click "Complete Payment" at any time if you wish to proceed with the order. We will also be introducing an “Archive Order” button soon should you wish to hide that order from your Orders page, in order to keep things nice and tidy.

If you have already completed checkout and paid for the order, you may cancel if you act quickly, before it has been shipped out by the seller. To do so, contact our support team via live chat (or by clicking the support button next to your order items) and let them know which item(s) you wish to cancel.

If an item has already been sent out, then you will have to request a refund after receiving the item.

Question 44

Where is my refund?

Accepted Answer

When a refund is issued on Baopals, it's added to your Refunds wallet rather than returned directly to your original payment method. You can view your balance and transaction history on your Refunds page.

From there, you can withdraw your refund to any payment method you've previously used on Baopals. For more details, see How do I withdraw my refund?

Question 45

When will I receive my refund?

Accepted Answer

Refunds are handled as quickly as possible by the Baopals service team. As soon as funds are returned by the seller, they are passed on to you. When you are refunded for an item you've purchased, you’ll be notified by email and often by live chat with the details of the refund, including the reason, the amount of the refund, and (when possible) a recommended alternative product handpicked by our team.

You will receive the refund in your Baopals wallet, where it can be withdrawn at any time through any payment channel you've used to shop on Baopals. Go to your Refunds page to access your balance and view all refund activity on your account.

Question 46

How do I withdraw my refund?

Accepted Answer

Balances in your Refunds wallet can be withdrawn to any payment method you've previously used on Baopals.

To withdraw funds, go to your Refunds page and select "Withdraw." Your Transaction History will show all transactions marked "Available for Withdrawal" — these are purchases made in the past six months* that haven't already been used for a withdrawal.

Select the transaction you'd like to withdraw from, confirm the amount, and the funds will be transferred to the payment method used for that purchase.

Note: Transfer times vary by payment method. WeChat and Alipay transfers are typically completed within minutes, though please allow up to 24 hours in case of delays. Other payment methods may take up to 10 business days.

*Transactions older than six months are unavailable for withdrawal due to payment gateway refund time restrictions.

Question 47

How do I return items to the seller?

Accepted Answer

To make returns as easy as possible, our support team will arrange a pickup of the item for you! You’ll just need to leave the package at the door or with security, and we’ll coordinate the rest.

As Baopals is essentially a bridge between you, the shopper, and sellers on Taobao, Tmall and JD, 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 request a return shortly after receiving your item.

To begin the process, navigate to your Orders page and look for the support button next to the item you wish to return. Explain the issue to our team, and be sure to provide evidence of any damage or faultiness with the product. With photo and/or video evidence, the likelihood of Baopals securing your refund increases dramatically. If we are only given anecdotal evidence the chances are slim.

Keep the item in the same condition as upon delivery. Once there are signs of use, sellers become much more reluctant to issue refunds. For all items, try to keep the original packaging. With clothing items, make sure that the original tags are still in place.

If your item arrives broken or in an unsatisfactory condition, you can reject the delivery, and the liability for the broken product will fall completely on the delivery company.

Failure to reject a broken product can lead to a complicated blame game dialogue between you, the seller, the delivery company, and the mitigator, Baopals. In this event, the refund outcome becomes uncertain.

Please note: Some items may not be eligible for returns, including underwear, swimsuits, adult toys, masks, and other private items.

Question 48

Can I reject a package when it arrives?

Accepted Answer

Buying anything in China can be a bit scary, and the scare factor can be compounded when you don’t have the opportunity to physically see and inspect a particular product before handing over your hard earned cash. That’s why we here at Baopals try to do everything in our power to make sure that you don’t only get your product, but the product itself is up to your standard of quality.

While it’s impossible to physically inspect the goods before purchasing, we’re here to show you the next best thing. You have the power to reject packages and obtain a full refund or a replacement.

When the delivery man arrives to drop off your package, don’t let him run away immediately. You can open your packages in front of him. If your product appears damaged, incorrect, to be of poor quality, or you simply don’t like it, you can reject the package and the delivery man will return it to the seller free of charge!

Once you’ve rejected a package please contact us through Live Chat or at support@baopals.com. Please let us know which order and item it is that you sent back and whether you are wanting a full refund or replacement. We’ll get in touch with the seller and take care of the rest.

Question 49

What are Baopals Rewards?

Accepted Answer

Rewards are our way of saying thank you for helping to make Baopals what it is!

Many of the things you do on Baopals are helpful to other shoppers. Shopping and reviewing your purchases helps the community discover fantastic products. Adding shops to your Favorites page helps the community learn who the best and most reliable sellers are. And referring friends to Baopals helps spread the gift of… Baopals!

All of these things help build a more trustworthy and reliable Baopals platform. Rewards are our way of giving back, and you can use your Rewards Points for discounts on Baopals orders.

Question 50

How do I earn Rewards Points?

Accepted Answer

The Rewards page contains all the ways you can earn Points, including your current balance and a history of your Points earned (and spent).

There are two ways to earn points: ongoing rewards you can keep collecting, and one-time bonuses for setting up your account.

Ongoing rewards

Make purchases: Earn 10–20 points for every ¥100 spent, depending on your membership tier.*
Write reviews: Leave a review after a purchase and earn 10 points each time.
Daily streak: Log in and claim 10 free points every day.
Refer friends: Share your referral link and earn 500 points for each friend who signs up.

One-time bonuses

Kick off your points balance by completing these profile steps (each can only be claimed once):

Upload a profile picture: 50 points
Add a shipping address: 10 points
Add your first wishlist item: 10 points
Favorite your first shop: 10 points

You can also convert your Refunds wallet balance into Rewards Points at any time, making it quick and easy to pay for Baopals orders.

*Your points balance determines your Rewards tier. The higher your tier, the more points earned on each Baopals order. Track your tier progress on your Rewards page.

Question 51

How do I spend Rewards Points?

Accepted Answer

Spending your points on Baopals orders is simple! As long as you have points in your Rewards balance, look for the “Redeem Points” option on checkout. Select it, then choose how many points to redeem.

You can pay any partial amount of the order using points, or select “Use Max” to pay for the entire order (provided you have enough Baopals points to cover the order total).

Question 52

How do I convert my refunds balance into Rewards Points?

Accepted Answer

To convert your refunds wallet balance into Rewards Points, go to your Refunds page and select the “Convert to Points” button.

Enter the amount to convert or select “Use Max” to convert your entire balance into points. Your points will be viewable instantly on your Rewards page and can be redeemed at checkout.

Every ¥1 in your balance converts to 10 points, and every 10 points earns ¥1 off your Baopals order. Thus, this conversion is a 1:1 value. You also earn points on every Baopals order, and the more points you have in your Rewards balance, the higher your Rewards tier. Higher tiers mean more points earned for each Baopals purchase.