Order Processing

Why item is canceled? On taobao.com I can see there are so many items in stock.
On Taobao.com most sellers are individuals or intermediary agents of various factories. For this reason, the stock of goods on taobao is not always updated, and often displayed incorrectly. Detailed information you can check taobaofocus.com/help/taobao-order/find-item-taobao-com.

Item was canceled. Why? What should I do?
Item is canceled when it is not available or when it does not match your request.
In case of cancellation, you can add new item from different seller directly to your order. At the same time, if possible, when submitting new item you should indicate also other size and/or color which could be suitable for you. This will help us to buy exactly what you need.

Item was canceled and order status has changed, now I cannot add items to my order, why? what to do?
You cannot add new items when the order status changes to “ordered” (when all items shipped by sellers).
Sometimes it happens that the last item in your order that was purchased but not yet shipped by seller, is canceled because out of stock. At the same time all other items in your order had already been shipped by sellers to our warehouse. Please check your order frequently and carefully. You have 24 hours starting from last cancelled item or last item shipped by the seller to submit a new item to your order. If you do not add item within 24 hours, the order status will change to ordered and you will not be able to add new items in current order. If you still need to add more items to this order, then it is possible by creating a new order, pay for it and after confirmation of the first payment combine it to the previous order which is already expected at our warehouse. When all items are at our warehouse, we consolidate everything in one parcel and provide the information about shipping of combined orders.

How to cancel an order? When is it possible?
You can cancel order before we started purchasing items. In such case, full amount of the first payment will then be refunded.
It is also possible to cancel an order after the purchase of goods, only if the seller agrees to return and refund, if the seller has shipped items, our commission will not be returned and the shipping back to the seller will be on your charge and deduct from the amount of first payment. Warning: if item has already been bought, the cancellations are not always possible – some sellers or stores do not accept return of goods, in such case you cannot cancel order.

Weight of the order is too big, I want to cancel order and return items to the seller, how to do it and how much will it cost?
If the seller accepts the return of goods, we can make a return with additional handling fee 35yuan, our commission and shipping fee already incurred will not be returned, and you need to pay another shipping fee to send the items back to the seller. Sometimes the seller may provide only partial refund, then we can only refund you the same amount. To make a request to cancel an order, please contact online support. Also if the weight is too big, you can find by yourself a logistics company for delivery. We can help to buy the item and deliver it to the warehouse of the shipping company of your choice for further international delivery.

I do not like one or several items, I want to cancel them or change to another color, how to do it and how much will it cost?
If the item meets the characteristics described by seller and corresponds your request (color, size, configuration, etc.) and there are no defects, such item is not eligible for return and refund. It is only possible to return items which are significantly different from photographs and description provided by the seller. Warning: some taobao sellers do not accept return/exchange if they have shipped the correct item. In this case, we cannot do it either.
In case of return/exchange of item, it costs 35 yuan as additional service and any shipping fee that would involve is on your charge.
Request to return/exchange items should be done from your order page using the corresponding option next to the items. If the seller agrees to refund, we will send the goods back – your order will be updated only after the seller refunds us, then we will recalculate your order.

Items arrived at Taobao FOCUS warehouse, I do not see in the photo one or more items. Why? How to make sure that they will be shipped to me?
We take photo when we collect all items in your order. But sometimes seller can send goods in multiple parcels and only provide us with one delivery number, so this can cause absence of item in photo. In this case, you can use the corresponding function next to each item on your order page to ask us to double check and confirm the item is present.

Items arrived at Taobao FOCUS warehouse, I checked photos and one or more items do not match my order, how to make an exchange or return? How long does it take?
If the seller sent wrong items, they can be exchanged or returned back to the seller (except when it is stated by seller that return and exchange are not acceptable).
To replace or return item you should make a request on your order page using the corresponding option next to the item that you want to return or exchange.
Return of item usually takes about seven days. Please note: we are unable to make a refund and ship your order before the seller refunds money.
Exchange of items takes 7-14 days, depending on the availability of item in stock and the speed of delivery. When exchanged item is received at our warehouse, we provide a new photo of it.
If item that does not correspond to your request has been sent by seller’s mistake, then the return and exchange of item is at the seller’s charge.

Why I cannot add item to my order?
Items can be added to existing order only when order status is “processing”.
Each order can consist of a maximum of 25 items. If you need to buy and send more than 25 items in one parcel, then you must create an additional order, make first payment and after the confirmation of payment, you will be able to combine your orders to be shipped in one parcel.

How do I combine orders?
To combine orders you should use the corresponding function on page of one of the orders you want to combine. Orders can be combined only in the following status: “1st payment received”, “processing” and “ordered”. Requests to combined orders in other status will not be considered.
Combined orders are calculated as one order – when we give the weight for combined orders, any money difference in other combined order has already been included in current order (this information is also stated on your order page).
For combined orders the second payment is made only once – payment should be done on the page where the combined weight is indicated. More information you can read at Track Purchasing Process.

How to separate combined orders?
To make a request to separate combined orders, you should contact Online Support.

I want to order one item in different sizes, colors, etc., is it possible to submit it as one item in my order?
Yes, it is possible. In the field “quantity” you should indicate the total quantity you need to buy, then in the field “size” and “color” you fill in the size and color in sequential order. If you need a several items of the same size, then you need to specify a quantity close to the color and size, which will determine the quantity to buy. Important point: they should be in sequential order; if we do not understand your order, item will be canceled. OR: then in the field “comments”, you write corresponding size, color and quantity. In quantity field you should put then the total quantity of items to buy.

When should I submit replacement?
Replacement should be submitted as soon as possible after the cancellation of one of the items in your order. Warning: do not add alternative items in your order list when no items are canceled, otherwise all that are in order list will be purchased. Please consider this fact.