Two answers, no answer: Kakobuy help conflicts

PAIRS

Nine questions with two official answers

These pairs contain conflicting wording, different conditions or timelines that need care. Read both articles before applying either to your order. A carrier reporting deadline and an agent support deadline, for example, can govern different actions. Ask support to clarify the rule for the actual item or parcel.

Help article 99 listing payment methods, with bank transfer fields that read wait — Help 99, the payment-methods article. It repeats help 64’s 3.5% + US$0.30, which conflicts with help 65’s 2.9% + US$0.30. Open full-size image ↗

The nine pairs, as read on 14 October 2026
Question	First answer	Second answer
When the free storage clock starts	“in storage” help 1	“Ready for Shipping” help 120
What one unit of storage extension buys	30 days help 120	100 days (in the worked example) help 120
What happens at the end of storage	destroyed, no further notice help 1	30-day cooling-off first help 120
Window for a damage report	2 days, to the post office help 54	72 hours, to support help 54
PayPal surcharge	3.5% + US$0.30 help 64	2.9% + US$0.30 help 65
Name of the 8-yuan parcel charge	customs declaration cost help 63	packaging consumables fee help 74
EU duty-free threshold	22 EUR help 69	no exemption since 1 July 2021 help 110
How long a purchase takes	products in 7 days help 47	6 to 15 working days help 40
Window to send an item back	5 days (120 hours) help 51	14 days for an exchange help 87

What to check. Track storage before the stated deadline, report delivery problems promptly through the relevant channels, use the actual PayPal checkout charge and treat dispatch windows as estimates. Request eligible returns within the stated 120-hour window; confirm the exact item and status with support.

GAPS

Questions the help centre never answers

These come up in almost every first order and have no article.

How many QC photos are free. Help 76 and 89 describe the inspection; help 114 prices extra photos at 2 yuan each; help 118 gives 3 free parcel photos before shipping. The number of item photos you get without paying is not stated.
When Kakobuy started. No article gives a founding year. The oldest articles were created on 30 June 2020; the site footer reads 2022-2026.
What a Prime member is. Named once, in help 51. The Member Privilege leaf is empty.
A maximum parcel weight. Help 21 says over 10 kg is more likely to be treated as commercial. Hard limits appear per line in the estimator (for example, a US EUB line capped at 2 kg), never as a general rule.
Bank details for a transfer. Help 99 lists bank transfer; every field reads “wait”.

Filed by Kakobuy under Types of services (footer link only) · help 51, help 114, help 118

Help article 51 on the 5-day return and exchange guarantee, with its eligibility table — Help 51, the off-menu returns article. Prime members are excluded from the free first return further down this page. Open full-size image ↗

HC 082 052 095

Warehouse city and the account-specific address

Ask where the Kakobuy warehouse is and the About page, the Contact page and the address help article (93) give you nothing: the forwarding address sits behind login. The city is printed, though, in three articles about something else.

Help 82, on how long a seller’s parcel takes to arrive, opens: “Kakobuy’s warehouse is located at XIAMEN city, so the dispatch time depends on where the sellers are.” Help 52 and 95, the forwarding inspection rules, repeat “Kakobuy’s warehouse is at XIAMEN city”. All three were created in 2022. Nothing more recent confirms or changes it.

Practical use: the dispatch estimates in help 82 (about 1 working day from the Pearl River Delta, about 3 from the Yangtze River Delta, about 7 from elsewhere) assume that city.

Filed by Kakobuy under Types of services › Shopping Agent Service · help 82, help 52, help 95

Help article 82 stating the Kakobuy warehouse is located in Xiamen and giving dispatch times by region — Help 82 as published. The city appears in the first line of an article titled after seller dispatch times. Open full-size image ↗

HC 099

Copy-paste traces in the payment article

Help 99, “KAKOBUY Payment/Deposit Method”, begins by saying Kakobuy “currently supports 4 payment methods” and then lists three. Its second section starts “SUGARGOO supports multiple recharge methods”, the name of a different agent. The bank-transfer part lists Beneficiary Bank, SWIFT Code, account name and account number, each followed by the word “wait”.

None of this changes what you can actually use: the checkout screens show balance, PayPal and card options, and help 64 covers Alipay and WeChat. Legacy wording does not establish which percentage applies. Article 64 also gives 3.5% + US$0.30, while article 65 gives 2.9% + US$0.30. Keep both official figures visible and confirm checkout.

Filed by Kakobuy under Account Assets › Payment Methods · help 99, help 65

Checkout image inside help article 65 showing a processing fee of 4.51 dollars on 149.99 — Inside help 65: “pay processing fees: $4.51 (=Actual amount payable*0.03+0.01)”. The amounts are the operator’s example values. Open full-size image ↗

HC 040

References to articles that do not exist

The user registration protocol (help 40), section 10, point 3, tells you to read the “Return/Exchange Principles and Procedures” in the Help Center and to apply for after-sales within 72 hours of receipt. No article has that title. The closest matches are help 51 (5-day guarantee), help 87 (cancellation and return by status) and help 33 (unusual products after signing).

The same section says purchasing “will be completed within 6-15 working days”, while help 47, written for newcomers, lists “Receive your products in 7 days” among its advantages. Help 51 also points to a “Special Standards Table” and a “New Monthly Limitation” notice; on the captured page, the first is a link and the second has no separate article.

Filed by Kakobuy under Usernotices › User registration protocol · help 40, help 47

Section 10 of help article 40, the user registration protocol, with the 6-15 working days and 72 hours clauses — Help 40, section 10. Point 3 sends you to an article title that the help centre does not contain. Open full-size image ↗

PROMO

Marketing pages that contradict the help centre

The /promote landing page lists “Warehousing service: With up to 180 days of free storage”. Help 1 says 100 days, with a reminder email on day 90. The help article is the operative rule; treat 180 as a claim from a campaign page that has no date on it.

The same page carries a sign-up badge whose figure differs from the dated new-user announcement. Help 79, “What’s the special of Kakobuy service”, says Kakobuy “has established more than 30 overseas branch offices”; no office list exists anywhere on the site.

When the help centre is silent and a marketing page speaks, ask support to confirm in writing and keep the reply. The contact page gives live-chat hours of 9am to 6:30pm, Monday to Friday, BST.

Filed by Kakobuy under Not in the help centre: /promote landing page · help 1, help 79

The Why choose kakobuy panel on the Kakobuy promotion page, including a warehousing service tile — The /promote page, captured 10 October 2026. The warehousing tile is where the 180-day claim appears. Open full-size image ↗

Turn the conflicting text into one answerable question

For a storage-extension question, send the commodity order number, the status and date currently shown, and the two relevant article numbers. Ask: “Which date does this item expire, what does one extension unit buy for this item, and where will the confirmed new expiry appear?” This asks support to resolve your actual case rather than merely repeating the help page.

Keep the reply with the order record. A service added to the cart is not a confirmed extension, and a historical example showing a longer period is not permission to wait. If the reply quotes another general article without answering the date, identify that remaining gap and ask again before the earlier plausible deadline.