Help desk: ZentBuy contact routes, a word list and plain answers
Where to get an answer from ZentBuy itself, a glossary of warehouse words, and short answers to the questions readers send.
Reaching ZentBuy itself, by channel
For anything about an order, go to ZentBuy, not to us. Its help center at zentbuy.com/help files 48 articles under six headings: After-sales Service, Account Management, Promotion Alliance, Order Service, Shipping & Logistics and, last, Forwarding Service. Most were last edited on July 17, 2026. For a live answer there is a ticket system and an AI support entry in the footer, the [email protected] address named in the terms, a Discord server, a WhatsApp contact and two Reddit communities. Business enquiries go to [email protected].
A tip from the account-lock article: ZentBuy promises a reply to tickets within 24 hours, and a ticket keeps your account open in a way that a card dispute does not.
Glossary of warehouse and listing words
Shopping-agent jargon mixes forum slang, Chinese marketplace names and ZentBuy's own labels. These are the terms you will meet on this site and in the account.
- QC photos
- Pictures the warehouse takes when your item arrives, usually three to six per item at ZentBuy.
- GL / RL
- Shopper slang from the forums: GL means you approve an item once its photos are in; RL means you reject it and ask for a return or swap.
- Haul
- Several items shipped together in one parcel, and the post where a buyer shows them off.
- 1688
- Alibaba's wholesale marketplace. Many factories sell single pieces there; prices are often the lowest.
- Taobao
- Alibaba's consumer marketplace with millions of small shops, ratings and buyer photos.
- Weidian
- A shop tool that lets sellers open a store inside WeChat; often no reviews at all.
- Specification
- The colour, size or model you click on a listing. It decides what the agent buys.
- China segment
- ZentBuy's term for the first payment: goods plus the seller's shipping to the warehouse.
- Cross-border segment
- The second payment: international freight once the parcel is packed.
- K number
- The order number format for each item in the ZentBuy warehouse; storage runs per K number.
- Chargeable weight
- Whichever is heavier on paper, scale weight or box-volume weight; it sets the freight bill.
- Divisor
- The number a line divides box volume by to get volumetric weight; 8000 on most ZentBuy lines we saw.
- Rehearsal Parcel
- A paid trial pack (20 CNY) that tells you the real weight and size before you submit.
- SourceTrack
- ZentBuy's public page for looking up an order by its third-party tracking number.
- Tax free
- The label every line carried in our estimator replay; it describes the line, so check what your country charges anyway.
Plain answers before your opening ZentBuy cart
Questions frequently asked by newcomers before their opening ZentBuy cart, answered from ZentBuy's own pages with the dates noted elsewhere on this site.
Is ZentBuy free to use?
Per the home page and the fee article, buying carries no service charge and you pay goods, freight and a declaration charge of about 10 yuan. The registration agreement mentions an 8 percent platform fee on goods and freight. We print both; read the order summary before paying.
Does this site sell anything?
No. We list products and explain the agent. Orders, payments and support all happen on zentbuy.com.
Which marketplaces can ZentBuy buy from?
Links from Taobao, 1688 and Weidian can be pasted in, and the built-in search has 1688 and Taobao headings. Settings on the site also list JD, Tmall, Pinduoduo and Xianyu as sources.
How many QC photos do I get?
Usually three to six routine photos. Extra photos of any angle or measurement cost 1 yuan each.
How long will the warehouse hold my items?
Ninety free days from shelving, at most 120 days, with a daily fee after day 90. Some official pages are stricter, so ship within 90 days.
Can I return something?
Within five days of the item turning Warehoused, if the seller agrees, for return postage plus a 5 yuan fee. Many categories are excluded.
What if my parcel is late?
Delays are not compensated unless you bought the line's delay protection, which refunds part or all of the freight past set limits.
Why did my account get locked?
Usually a payment under review or a chargeback. A chargeback locks the account until it is withdrawn, so talk to support first.
Do you have a ZentBuy invitation code?
No. Our registration link carries tracking parameters only, so no code is attached.
Why are there no branded products in your catalog?
Because ZentBuy's own policy rejects counterfeits and because a pick we cannot describe honestly should not be on a shelf.
Mistakes on these pages, not in your order
A dead link, a price that no longer matches, a photo that shows the wrong thing: write to [email protected] and include the address of the page in question. Our side has no view of your ZentBuy account and no power over an order, so please never send us passwords, order numbers tied to your name, or card details.