It happens sometimes that your carefully chosen product at Taobao.com turns out to be out of stock at the seller’s shop or is cancelled due to some other reason like low rating, poor reviews or seller’s absence online for a long time. How annoying it might be at times! However, it is very easy to find replacement in most cases.
Taobao/Tmall offers hundreds of millions of products from millions of sellers. There are great chances to find the same item from another seller. You can try yourself or we can help you with it. If your item is cancelled for one reason or another, the only thing you need to do is to drop us a line via Facebook and we will look for that item on Taobao.com for you. When contacting us with your request, please provide us with either the photo or the link of the product you are searching (to replace or add new item). Usually we should be able to find alternative items within 2 hours during working hours of online support, but it may take more time in some cases. We can also check Taobao.com for similar goods in case we do not find the exact item for replacement.
Please keep in mind that new items can be added for replacement within 24 hours from cancellation time (if there is item cancelled, we keep order status “processing” for another 24 hours, so you can add new items for replacement). Consequently, we recommend you to check your order for updates regularly so that you may add replacement item to your order by yourself or to inform us about the necessity to find its replacement as soon as possible.
You can find more information on order process during purchasing here:
Track Purchasing Process
We strive to provide a pleasant shopping experience with our service, please do not hesitate to contact us if you have any questions or need assistance.