Support

Welcome to Taobao FOCUS Support Page!

We offer online support in a way that is convenient for you.
Taobao FOCUS Support Team will give you quick and professional support and answer all your questions. In this page you will find information on our services.

Live Support Chat
Welcome to our Support Chat! If you have questions about our services, order process, international shipping or any questions about your order, here you will quickly get information from Support Chat operators.
This service is available: Monday to Friday from 11am till 1am
and Saturday – Sunday from 2pm till 10pm China Time.

Go to Online Support Live Chat

How to Order from Taobao.com: Tutorial
For the years of working we managed to define the most popular questions of our visitors and customers. That is why we decided to make this Taobao order tutorial. There you will find step-by-step instruction concerning the questions of choosing items, creating and tracking your order.

Go to Tutorial How to Order from Taobao.com

Frequently Asked Questions
We recommend you to review our Frequently Asked Questions whether you have already purchased items from taobao or just plan to do so.

Go to FAQ

Claims and Complaints
At Taobao FOCUS we strive to provide you with the highest level of service at all times. If we have not handled something to your satisfaction, please contact us about it and we will do all we can to help. Here we provide all necessary information concerning the resolution of a claim or complaint.

Go to Claims and Complaints section

Terms and Conditions
Please read carefully this section because it contains the information on usage of our service. Every customer is obliged to agree with these terms and conditions upon placing an order in our order system.

Go to Terms and Conditions

Refund Policy
You are strongly advised to review and acknowledge the conditions under which you may apply for a Refund/Exchange of the product you purchased using our service. Every customer is obliged to agree with the terms of our Refund/Exchange policy upon placing an order in our order system.

Read Refund Policy

Privacy Policy
Please read our privacy policy to learn more how we treat personally identifiable information collected from our visitors and users.

Read Privacy Policy