LitBuy help desk: contacts, evidence words and straight answers
Where to send each kind of LitBuy problem, the hours LitBuy does and does not publish, the words a claim uses, and short answers tied to LitBuy's own pages.
Parcel trouble: which LitBuy channel takes which job
If you need help with a parcel, match the channel to the job. For a damaged, short, wrong or missing parcel, use a support ticket or the customer-service chat after logging in, because both take uploads and keep a record. For returns and shipping questions, LitBuy's policies name [email protected]. For quick questions, the footer's AI Support answers immediately.
Intellectual-property complaints go to [email protected], according to LitBuy's contact page. Counterfeit reports, per a LitBuy help article of July 2026, go through customer support or to [email protected]. For community help, LitBuy's working Discord invite is discord.gg/litbuyofficial; the invite in its footer returns an error.
Hours, time zones and replies
We could not find published customer-service hours on any LitBuy page. What LitBuy does publish is buying time, 09:00 to 18:00 at UTC+8, and priority packing from 10:00 to 19:00 Beijing time. Its site footer shows a live UTC+8 clock.
That matters for evidence because the clocks are not yours. A Delivered scan at 23:00 in Lisbon is the next morning in Xiamen. Do not plan to file on the last evening of a window; file as soon as the carrier has given you a number.
Glossary of the evidence words used here
The vocabulary of a parcel claim is small but slippery: carriers, LitBuy and shoppers use different words for the same thing. These are the terms this site uses, with LitBuy's own wording where it has one.
- Delivered
- The local carrier's scan saying the parcel was handed over. LitBuy's 7-day window starts the day after it.
- Out for delivery
- The parcel left with a driver but was not handed over, for example because nobody was home.
- Damage report
- The carrier's written record of a parcel's condition, usually after a damage claim.
- Case number
- The reference a carrier issues when you file a complaint. Also called a ticket or reference number.
- Courier remark
- A note on the delivery record, on paper or on the courier's handheld device, made at the door.
- Security seal
- LitBuy's printed label on the closed box, headed Check before signing.
- Six sides
- All faces of the outer box, photographed one by one with the tape visible.
- K number
- The order number on each LitBuy bag sticker, starting with K.
- Continuous video
- One recording from the sealed box to the last item, with no cuts or edits.
- QC photos
- Photos the warehouse takes at check-in, generally 3 to 6 per item.
- Custom photos
- Extra warehouse photos from angles you choose, 1 yuan each per LitBuy's help page.
- GL and RL
- Shopper shorthand for green light (approve an item after its QC photos) and red light (reject it). LitBuy's own pages do not use these terms.
- Billing weight
- The greater of actual and volumetric weight, set when the warehouse weighs the packed parcel.
- Self-operated line
- A line where LitBuy applies its own after-sales standard instead of the carrier's.
Frequently asked parcel-claim questions, answered briefly
Short answers to the questions we see most, each tied to a LitBuy page. Where LitBuy has not published something, we say so instead of filling the gap.
The answers are deliberately brief. Where LitBuy pages disagree, we name the newer page rather than averaging the two into a rule nobody wrote.
If your question is not here, the carrier page covers the doorstep and the ticket page covers what to attach.
Do I report to LitBuy or the local carrier first
The local carrier. LitBuy's article asks for a complaint and a damage report or case number within 48 hours of the Delivered scan, then the LitBuy request within 7 days counted from the day after it.
What if I opened the box before filming
Film what you have now, photograph the carton and tape, and explain honestly in the ticket. LitBuy calls the complete video the most important evidence, so expect the case to be harder, not automatically refused; we cannot promise either way.
Does LitBuy compensate late parcels
No. Its insurance page says most major couriers publish no delay compensation, so LitBuy offers none at this time. A parcel with no tracking movement falls under the 60-day rule instead.
How much will a damage claim pay
LitBuy does not publish its compensation standards. Approved amounts go to your LitBuy balance. Anyone quoting a figure is guessing.
Can I post my unboxing and still claim
LitBuy's reward rule 3 says taking part waives return or refund for that order. Settle any claim first.
Can a photo prove my item is genuine
No. LitBuy forbids counterfeit goods and states that it cannot verify authenticity. Evidence shows condition only.
Where does a refund go
Refunds of a payment go back to the original method only. Compensation, cancelled items and overpaid shipping go to your LitBuy balance.
What if the courier will not wait
Say so on the video, note the time, keep filming the opening, and file the carrier complaint within 48 hours of the Delivered scan.
Are fragile items covered for breakage
LitBuy's receipt notes say fragile items are eligible for loss claims only, not damage claims.
Reporting counterfeit or prohibited goods
LitBuy's position has two halves, and both stand. It forbids counterfeit and IP-infringing goods and lists what it can do about them: refuse or cancel orders, block suppliers, suspend or close accounts, hold refunds where allowed, dispose of stock and inform rights holders. It also warns buyers, in its purchase flow, that it cannot check product quality or whether an item is authentic.
For a parcel claim, that means the evidence on this site is about condition and count, never about whether a product is real. To report a listing or a seller, use customer support or the address in LitBuy's help article, and see the anti-counterfeit policy and the prohibited items list.
