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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 Presale & Support

Contact us

dropshippingXL Customer Service (CS)

Contact us

  • Registration Process
  • Presale Consultation
  • Product Price & Stock
  • Account & System Support
  • Technical Support (Feed, API, Plugin, etc.)
  • Payments & Finance
  • Authorization & Compliance
  • Product Specification
  • Order Status
  • Product Issue
  • Refund / Replacement Status
Average Response Time: 1 business day Average Response Time: 1 business day

Important Note:

  • DO NOT send more than 40 consecutive emails per hour from the same address, or it will be blocked in our CRM system for one hour.
  • Follow below instruction before sending the request:
    1. One email per case/order.
    2. Attach pictures or videos as evidence (max. file size: 20M).
    3. Always reply to the latest email instead of starting a new thread.
    4. Use Contact Form or send the email to country-specific email addresses.
      5. Collapsible Text
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Country-specific Email Address List
Order Country Country-specific Email Address
AE [email protected]
AT [email protected]
AU [email protected]
BE [email protected]
BG [email protected]
CA [email protected]
CH [email protected]
CZ [email protected]
DE [email protected]
DK [email protected]
EE [email protected]
ES [email protected]
FI [email protected]
FR [email protected]
GR [email protected]
HR [email protected]
HU [email protected]
IE [email protected]
IT [email protected]
JP [email protected]
LT [email protected]
LU [email protected]
LV [email protected]
NL [email protected]
NO [email protected]
PL [email protected]
PT [email protected]
RO [email protected]
SE [email protected]
SI [email protected]
SK [email protected]
UK [email protected]
US [email protected]
Tips: How to avoid redundant emails?
  1. Check dropshippingXL Customer Service Procedure.
    (Contact Account Manager if you need a process training.)
  2. Find tracking status (original order / replacement) in the section “ORDER HISTORY” under the account.
    (Tracking info is updated hourly)
  3. Use Chat for a cancellation request before dispatching.
    -Inform your customer to refuse parcel upon delivery when the cancellation is not possible.
  4. Include B2B Order No., Issue Description, Expected Solution in your email.
  5. Attach clear pictures or videos for Damaged / Not Functioning Items.
  6. Send package quantity, size, weight, receipt, etc. if the return is done by your end customer themselves.

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.