Dear kameyMall users, With the Year of the Dragon around the corner, KameyMall Team wishes all of our users a Happy Chinese New Year! As per government policies as well as our work arrangements, the holiday for KameyMall staff will be: Feb. 7th, 2024 – Feb. 17th, 2024 (Note: All time stated hereby is Beijing Time) To ensure you can enjoy the Ingenious Service, please check the Service Adjustment of KameyMall Before/After the Spring Festival Holiday below, and make your purchasing and shipping plans in advance accordingly! 

1, Service Adjustment of KameyMall Before/After the Spring Festival 

During the Chinese New Year holiday, we will temporarily suspend warehouse operations, package auditing, package dispatch, returns, and other services. Additionally, our customer service phone line will be temporarily closed. However, our online customer service, customer service email, complaint email, community forums, and WeChat channels will have staff on duty to provide real-time assistance. Normal services will resume after the holiday on February 18, 2024, at 9:00 AM.

Due to the Spring Festival Holiday, KameyMall kindly reminds that: 

1. Given that many Chinese sellers will take days off before the Spring Festival, we suggest that you place orders in advance and select Speedy Response to make purchases ASAP.
2. To guarantee that you can receive parcels before the Spring Festival, we suggest that you submit the parcels stored in our warehouse for shipment ASAP.
3. Orders submitted during the Spring Festival period will be reviewed and processed by our on-duty staff daily from 14:00 to 16:00. For procurement orders, on-duty staff will handle them daily from 22:00 to 24:00.

4. During the Spring Festival, for any inquiries regarding orders or parcels, you can leave a message for our customer service or community moderators. Our on-duty staff will respond to you promptly.

2, KameyMall Spring Festival holiday service prescription 

1. Order in advance to avoid delays

During the Spring Festival, sellers on Taobao and other domestic e-commerce platforms will start their vacations on January 31. This will significantly impact the handling of ordering issues and the timeliness of shipments. For the delivery time of orders, please refer to the 'Delivery Time' described by the seller on the product details page, or contact customer service to inquire about the specific shipment time of each seller.

2. Time-Frame for Order Processing

Shopping agent orders (except those with Speedy Response) and forwarding orders submitted between Feb. 6th, 18:00 to Feb. 18th, 18:00 will be processed starting from Feb. 18th, 9:00 according to the payment time of orders, and completed before Feb. 20 

3. After-sales Processing Time Explanation

 Due to the impact of the Chinese New Year holiday, after-sales issues, including returns and exchanges, submitted between 18:00 on February 6th and 9:00 on February 18th (Beijing time), will be processed starting from 9:00 on February 18th during working hours. The processing will be carried out in the order of submission time and is expected to be completed by February 20th. Please be aware that the nationwide logistics backlog during the Chinese New Year may result in delays, affecting the processing time of order returns and exchanges. Your understanding is greatly appreciated.

4. Product Warehousing Time Explanation

 KameyMall's product warehousing time: The cut-off time for the receipt of goods by express delivery is 17:00 on February 6th. Receipts will resume after the holiday at 9:00 on February 18th. Goods received before 17:00 on February 6th will be warehoused by 18:00 on the same day.

5. Parcel Dispatch Time Explanation

KameyMall's parcel dispatch time: Parcels submitted and paid for before 12:00 on February 6th will be packaged before the holiday. Parcels submitted between 12:00 on February 6th and 9:00 on February 18th will be processed in sequence starting from 9:00 on February 18th, after the warehouse resumes operations. However, due to the accumulation of parcels during the Chinese New Year, there may be delays in processing time.

6. Regarding the Customer Service Time frame

Due to the impact of the Spring Festival holiday, inquiries submitted through online customer service, online messages, emails, parcel inquiries, and after-sales service from 18:00 on February 6th to 9:00 on February 18th will be attended to by on-duty personnel at fixed times daily. During this period, you are welcome to leave messages for any inquiries. The customer service system and community responses will resume normal operation on February 18th at 9:00.

7. Regarding the Clearance Certificate Timeframe

Due to the Spring Festival holiday, clearance certificate applications submitted from 18:00 on February 6th to 9:00 on February 18th will be processed starting from 9:00 on February 18, 2024, in the order of submission. If your parcel is held by customs, the regular clearance period is 3-5 working days. If clearance certificate documents are required, you can leave a message to customer service or community moderators to apply for the clearance certificate. During the Spring Festival, we will provide the certificate within 48 hours. We appreciate your understanding for any inconvenience caused.

8. Transshipment Order Review Timeframe

Due to the impact of the Spring Festival holiday, transshipment orders submitted from 18:00 on February 6th to 9:00 on February 18th will be reviewed starting from 9:00 on February 18, 2024, in the order of submission.

9. Balance Withdrawal and Offline Remittance Processing Timeframe

Due to the Spring Festival holiday, applications submitted from 18:00 on February 6th to 9:00 on February 18th will be processed starting from 9:00 on February 18, 2024, based on the submission time.

10. Customized Logistics Timeframe

During the Spring Festival period (from 18:00 on February 6th to 9:00 on February 18th), inquiries and quotation tasks for customized orders will be processed starting from 9:00 on February 18th. The processing time will be extended by 48 hours based on the submission time. For example, an inquiry for customized services submitted on February 7th will be processed before 18:00 on February 19th. The service efficiency will return to normal on February 22nd. (Note: During this period, business follow-ups and urgent needs will be handled in advance.)

3, Service Hours of Logistics Lines on KameyMall

We apologize for any inconvenience. Thank you for your continued support and understanding. Wish all KameyMall’s Users a Happy Dragon Year with good luck!