Twenty four questions, each with the page it came from
If an answer here is not backed by an official article or a dated third party measurement, it should not be here. Where the official pages contradict each other, both readings are shown.
Ordering, and the days that follow
Everything in this group attaches to a commodity order.
Do I need a Chinese account to order?
Not for the purchase service, which exists for buyers without a Taobao or Alipay account. Parcel forwarding assumes the opposite: you buy it yourself and have it sent to the warehouse. official help article 212
Which marketplaces can Okeyhaul buy from?
The supported list names Taobao, Tmall and 1688, and says other major platforms are being connected later. If a link cannot be read, you fill in the details on the custom order screen. official help article 226
What if my link is not recognised?
Use the custom order screen and supply the link, name, price and remarks yourself. The disclaimer there excludes returns and exchanges for specification differences on third party platforms. official help article 226
How long before the seller ships?
Typically three to seven days on Taobao, Tmall and 1688. Platform operated items can go the same day, affiliated merchants take three to five days, and custom or pre sale items sit outside that range. official help article 216
Can I change my mind after submitting an order?
Before the seller dispatches, support can contact the seller. After dispatch, an exchange happens once the goods reach the warehouse and you carry the return delivery fee. official help article 219
Why am I being asked for more money?
Because a seller price moved, or because an order was heavy enough that the domestic delivery fee was underpaid. Both land on the commodity order. official help article 214, official help article 222
Do several items from one seller cost one domestic fee?
Yes, if they are bought from the same seller and settled in one purchase order. Overweight orders still trigger a shortfall. official help article 222
What does priority purchase actually buy?
Processing within four hours of the buyer working time, priced per commodity order. The working windows are listed per platform and are mostly 9:00 to 18:00, so it is not four hours on a wall clock. official help article 240
The words the interface uses
Most confusion is vocabulary. This is the short glossary.
| Word you will see | What it means |
|---|---|
| Commodity order, OG | One link Okeyhaul is handling for you |
| Parcel, S | A set of shelved items you chose to ship together |
| Arrived | The item reached the warehouse and is being checked and measured |
| Can submit the waybill | It is shelved, and the storage clock is running |
| Shortfall | A top up owed because a price or a weight moved |
| Sensitive item | Batteries, liquids, powders, glue and similar, which can be removed before shipping |
| Pre packing | A paid early pack so you learn the real weight before paying freight |
| Station letter | The internal message system where photos and results are sent |
Sourced from official help article 213, official help article 224 and official help article 244. Checked 2026-08-20.
Building and shipping a parcel
Everything in this group attaches to a parcel.
What is the difference between OG and S?
OG numbers a commodity order, which is one link that Okeyhaul is handling. S numbers a parcel, which is a set of shelved items you chose to ship together. The official value added service pages use both formats. official help article 239, official help article 244
Do I have to ship everything at once?
No. You choose which shippable items travel together, or send them in batches. Two cautions from the same page: parcels over ten kilograms and parcels with many identical items are more likely to be read as commercial. official help article 248
Why can I not submit all my items together?
Because at least one of them is under a mailing restriction, and restrictions are applied at waybill submission. Leave that item on the shelf and ship the rest. official help article 253
What is in the parcel bill?
International freight, a packaging consumables fee of 8 CNY, and any value added service you chose. The seller price and the domestic freight were settled earlier, on the commodity order. official help article 223
How is the declaration decided?
The platform declares for you based on tariff thresholds and carrier standards. If the parcel is inspected and taxed, the tax is yours. The same page lists what it calls unreasonable declarations, such as three pairs of shoes declared at one dollar. official help article 246
What happens after I submit the waybill?
Okeyhaul ships within 24 hours and the courier collects within two working days, excluding weekends and public holidays. official help article 247
Can I get photos of the parcel before it leaves?
Yes, and they cost nothing, but only if you tick the parcel photo box while submitting the waybill. Nothing is taken by default. official help article 243
Is insurance worth it?
That is your call, but know what it covers: delay, customs hold, and loss or damage, with compensation based on the actual freight plus the actual value up to the insured amount. The delay trigger is 30 or 40 days depending on the route. official help article 251
Three things worth checking before you write to support
Most questions resolve in a minute if you look at these first.
Which number is it about
A commodity order beginning with OG and a parcel beginning with S are handled by different screens and different rules. Quoting the wrong one is the commonest reason an answer sounds unrelated to the question.
What status is it in
Arrived, can submit the waybill, and shipped are three different situations with three different sets of options. official help article 213
Which clock is running
Storage, the 72 hour report window after signing, and the two day window for a carrier claim all start without a reminder. official help article 265, official help article 268
Money, checks and after delivery
The last group is the one people read after something has already happened.
How do I pay?
Balance, PayPal or Alipay. The page recommends balance payment to reduce exchange losses, and notes that PayPal converts to US dollars and charges a handling fee. official help article 238
Is there a service fee?
A third party measurement by QCRadar on 2026-07-31 recorded no service fee on standard platforms and a currency conversion markup of +11.0%. That is one measurement on one day by someone else, so treat it as a shape rather than a price. QCRadar
What does the inspection actually check?
Appearance, model, style and size. It does not open sealed packaging, it does not cover anything that is not a garment, bag, suitcase or shoe, and for electronics it explicitly excludes authenticity, function and quality. official help article 208, official help article 221
How long can my things stay in the warehouse?
The official pages give 90, 100 or 180 days depending which one you read, each with a different starting status. Plan against the shortest, and buy an extension before expiry rather than after. official help article 278, official help article 241, official help article 227
What do I do the moment the parcel arrives?
Inspect in front of the courier before signing. If it was left without you, keep the outer box and the tape, and report anything abnormal within 72 hours of signing. official help article 265
Can I return something after it reaches me?
There is a returns and exchange policy, and the practical answer depends on the seller and on the condition of packaging and tags. Read the terms before you remove a tag. official help article 275
Does membership change anything real?
It changes shipping discounts, storage and queue priority. Levels come from points earned on freight actually paid. One official page says six levels and another says five, which is a good example of why we quote article numbers. official help article 281, official help article 285
Is this site run by Okeyhaul?
No. It is an independent guide, links to okeyhaul.com are referral links, and that is how it is paid for. More about who writes this