Where to ask, what the words mean, and what the bill is made of
The routes that exist and what each one can do, the six terms that carry money, and the currency all of this actually happens in.
Type what you are after in English. What comes back is product cards, each pointing at one listing.
Routes
Four places to ask, and what each one can actually do
Ordered by how much each one can act, not by how quickly it replies.
| Where | Can do | Cannot do |
|---|---|---|
| The operator's contact page | Anything about an order, a balance or a parcel. The only route that can see your account | Tell you whether a seller is worth using |
| The official FAQ | Settle what the rules say, in the operator's words | Cover your specific order |
| Community threads | Show you what other people met. How to read them | Resolve anything. A thread cannot file a return |
| This site | Find which rule covers a situation, and do the card arithmetic | See your account. There is none here, and no connection to the warehouse |
Vocabulary
Six words that carry money
Most of the confusion in a first order is vocabulary rather than policy. These six turn up in the order page and each one has a number attached to it somewhere.
Two are worth special attention. Volumetric weight is size billed as weight: on the lines that use it, the bill follows whichever is greater, actual or volumetric, and the divisor varies by line. And Balance against LoongPay: the first can usually be withdrawn under platform rules, the second is internal spending only and generally cannot.
GL and RL turn up in community threads rather than in the operator's pages. They are a thread's verdict on whether a set of inspection photographs looks acceptable, green light or red light. No official process attaches to either, which is worth knowing before you wait for one.
The bill
Five lines, and only two are known in advance
The purchasing service fee is published as zero: the FAQ describes a zero service fee mode in which nothing is charged beyond the product, the international shipping and customs-related fees, with value-added services charged if you pick them. That was the published position when the page was captured on 2026-10-10, and it is a mode rather than a promise.
You pay twice in the normal case: once for the product, once for the international parcel. A third payment can appear for value-added services, insurance, or a shipping difference after the parcel is weighed.
What this site will not print is an exchange rate. The displayed amount and the amount your bank takes differ because of conversion, issuing-bank differences and currency fees, and the operator says to go by what was actually charged. A rate quoted on a guide page is wrong within hours and wrong in a way that looks authoritative.
Questions
Frequently asked, answered from the published pages
Is there really no service fee?
The published position when the FAQ was captured on 2026-10-10 was a zero service fee mode, with value-added services charged separately. It is described as a mode, which means it is the operator's to change; updates says when this was last read.
What is the difference between Balance and LoongPay?
Balance can be used for payments and may be withdrawn according to platform rules. LoongPay is for spending on the platform and generally cannot be withdrawn. Worth knowing before you choose where a refund lands.
How long are goods stored?
The published figure is 90 days free after warehousing, with a maximum storage period of 180 days, after which goods may be treated as abandoned. The exact handling of storage is the operator's own page to read rather than this one.
What is an abnormal parcel?
A parcel signed for with no complete order information, which cannot be matched to a user. The maximum period for those is 90 days, and the operator says it may not be able to send normal reminders, because there is nobody to send them to. It is the worst case of a link that connected to nothing.
Is the 5-day no-reason refund available on everything?
No. The wording is that some eligible products support it, subject to platform and seller rules. Treat it as a possibility to check on the listing, not a property of the service.
Shipping: check the route before packing the parcel
Start with your destination and the items you want to send. Enter an estimated weight and parcel dimensions in the official shipping estimator, then compare the routes that accept those items. A quote for clothing does not establish that a route accepts liquids, batteries or a different product.
Check whether the route uses actual or volumetric weight, how its weight bands work, what cover is included, and which customs or tax charges remain your responsibility. Consolidating items can change the box dimensions as well as the weight. Use the final packed parcel quote before paying; an estimate is a planning aid.
Currency and your final payment
Compare the currency and total on the payment screen with your payment provider's conversion and fees. Do not multiply a product card by an old exchange rate and treat that as the landed cost. Keep the payment record, parcel quote and any customs receipt for your own total.
The details above explain the ordering mechanism. Current routes, restrictions and prices must be checked in LoongBuy before shipment.