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Customer service procedure

Customer Service

Read our advice on how to offer support to your end customer. If you need further business assistance, you can email or chat to our customer services. Before you contact us, please read our Customer Service Procedure.

icon Standard Return
icon Wrong Product
icon Damaged Product
icon Address Change
icon Missing Parts
icon Order Cancellation
icon Product Not Received
icon Product Not Functioning

Email

Please direct your email to the correct email address depending on your query:

dropshippingXL B2B Support

Contact us

dropshippingXL Customer Service (CS)

Contact us

  • Purchasing
  • Billing
  • Credit note
  • Payments
  • Requesting an account
  • Stock
  • Product information
  • Order status
  • Deliveries
  • Returns
  • Refunds
  • Damaged products
Average Response Time: 1 business day Average Response Time: 1 business day

Please do not use the same email address to send more than 40 consecutive emails within one hour, otherwise your email address will be blocked in our system for one hour and we will not be able to receive your emails.

Before sending an email, please pay attention to the following:

  • Send one email per case
  • Do not include multiple orders in one email
  • Once a case is open, please always reply to the previous email instead of starting a new email thread
  • Mention the order number in the subject line. Use dropshippingXL’s order number (e.g. B2B12345).
  • Include pictures or videos as an attachment (max. is 20M).
Tips for unnecessary emails

Chat

Presales Service Chat:

  • Opening Hours: Monday to Friday: 9:00 am - 3:30 am (CST - China Standard Time)
  • Contact us by clicking the button at the bottom right of page: www.dropshippingxl.com

Aftersales Service Chat:

  • Opening Hours: Monday to Sunday: 9:00 am - 12:00 am (CST - China Standard Time)
  • Contact us by clicking the button at the bottom right of page: b2b.vidaxl.com

Note:

  • Since 25th August 2023, Aftersales Service Chat is responsible for all your after-sale questions.
  • Before starting a chat, please review the following guidelines:

    • - Do Not open multiple chats at same time.

    - Please limit each chat to a single order.

    - Please end the chat once the question is resolved and start a new one if you have questions about other orders.

Contact from dropshippingXL

Sometimes, our team will contact you for some issues. We kindly request that you keep an eye on the mailbox you used to register with on dropshippingXL.com.

[email protected]

[email protected]

Our customer service team will contact you regarding orders if:

The delivery address is not completed or correct

The product is out of stock

We kindly ask you not to create new emails to these three-email addresses. Otherwise, your requests will be received by B2C Customer Service team. Due to this issue, they are not able to assist you with any B2B related issues.