The official help centre, sorted by what you are doing
Okeyhaul publishes a large help centre. It is organised by internal department rather than by task, so the article you need is rarely in the category you would guess. This page is the same material, sorted by the moment you are in.
How the official help centre is laid out
The left hand column of the official page lists categories such as Business type, Account assets, Delivery instructions, Membership system, after-sale service, User Notice, Promotion Alliance and Terms and Conditions. Clicking one loads a list of questions on the right.
Two practical notes. Articles have stable public addresses of the form okeyhaul.com/mall/article followed by an id, so they can be linked and bookmarked. And the content is bilingual, which means an English article occasionally reads like a translation of a Chinese one, with the odd leftover from another brand.
Official articles, grouped by the moment you are in
Every link goes to the official page, not to a copy of it. Where we summarise one elsewhere on this site, the article number is quoted so you can check the wording yourself. Read on 2026-08-20.
Before you open an account
While the order is with the seller
While it sits in the warehouse
- What arrival means, and what happens next
- Inspection rules, including everything the check excludes
- What the inspector looks at on clothing and on electronics
- Paying for a specific photo, such as a measurement
- How long goods can be kept, the ninety day reading
- Extending storage, and the one hundred day reading
Building a parcel
Shipping, customs and tracking
After it arrives
Where the official pages disagree with each other
Two contradictions are worth knowing about before you rely on a number.
The first is the free storage period. Four official statements give three different lengths and three different starting statuses. Plan against the shortest.
| Length | What the article says | Source |
|---|---|---|
| 90 days | Shopping Agent preservation period of parcels is 90 days, calculates from the order status "stored". | official help article 278 |
| 90 days | For regular parcels purchased or forwarded, the free storage period is 90 days, calculated from the order status "received into the warehouse". | official help article 282 |
| 100 days | The free storage period of goods starts from the time when the order status is changed to "package can be submitted". Goods over 100 days will be overdue. | official help article 241 |
| 180 days | The normal package storage period for purchasing and transshipment is 180 days (about 6 months), starting from the order status "in storage", after 150 days, an email will be sent to remind the user to submit the package waybill. | official help article 227 |
The second is about which marketplaces are covered, and there are three official answers. The supported platform list names Taobao, Tmall and 1688. The priority purchase page lists buyer working hours for Weidian, Yupoo and Xianyu. And the search field on the home page carries five marketplace marks, including JD and Weidian. None of that is dangerous, but if your seller is on JD or Weidian, ask support before you count on it. official help article 226, official help article 240
One more, smaller, that tells you how the site is built: the payment method article still carries the name of a different agent in one line, which is what happens when a template is reused across brands. Treat the fee numbers on that page as worth confirming. official help article 238
How to reach a human, and what to have ready
Support is reachable by email and through the community, and the official contact page names both.
Have the number ready
Almost every question is about one specific unit. Quote the commodity order number beginning with OG, or the parcel number beginning with S. Support cannot search by product name.
Use the right address
Customer support is [email protected] and business cooperation is [email protected]. Both are published on the official contact page. official help article 305
Or use the community
The official contact page links a Discord, and the home page carries the same entry. Community answers are not policy, so confirm anything expensive with support.
Watch the clocks when something is wrong
Report an abnormal parcel within 72 hours of signing, and contact support within two days if you want a compensation claim opened with the carrier. official help article 265, official help article 268
If you would rather not read policy
Two shortcuts.
