SUGARGOO's agent purchase service is a two-stage process. First, the platform helps buy an item from a China-based marketplace seller and receives it at its warehouse. Second, the customer selects stored items and pays for international delivery. Keeping these stages separate makes order status, costs and support responsibilities easier to understand.
Before submitting a product order
Check the seller listing, selected colour or size, quantity, domestic freight, seller return policy and any minimum-order rule. Marketplace information can change without notice. For 1688 wholesale listings, the displayed unit price can depend on quantity, and mixed colours or sizes may still need to meet a minimum purchase requirement.
What the first payment covers
The first payment normally covers the product price, seller-side domestic shipping and any order-level service selected at checkout. International freight is calculated later after the item arrives, is measured and is combined with any other products. Optional packing or value-added services can create additional charges.
Seller dispatch and warehouse arrival
The original seller controls stock and dispatch time. Ordinary marketplace items may move quickly, while pre-sale, customised or low-stock products can take longer. A domestic carrier delivery scan does not mean the item is immediately ready: warehouse staff still need to unload, identify, inspect and register it to the correct account.
Understanding common order statuses
- Pending payment: the order was created but has not been paid.
- Payment processing: the payment channel has not yet returned a final result.
- Purchasing: the agent is reviewing or placing the seller order.
- Seller shipped: the product is moving through domestic logistics.
- In Packing Center: the warehouse has registered the item for storage and review.
- After-sales: a cancellation, return, exchange or refund request is being handled.
Why an additional payment may be requested
A seller can change the price, domestic delivery charge or available variant after an order is submitted. The agent should present the difference for confirmation rather than purchasing a materially different order without approval. Review the reason in the order record before paying or cancelling.
Cancellations, returns and refunds
An unpaid order can usually be abandoned directly. After purchasing, cancellation depends on seller status and policy. Once an item is in transit or stored, a return may require seller approval and domestic return freight. Customised, sealed, perishable or otherwise excluded goods may not support no-reason returns. Approved refunds commonly return to SUGARGOO account balance according to the live case status.
For detailed after-sales steps, read the returns and refunds guide.
Frequently asked questions
Why are there two payments?
The first payment covers the marketplace order and domestic costs. International shipping is calculated later from the stored items, parcel and destination.
Why has the seller not shipped yet?
The seller controls dispatch. Pre-sale, customised and low-stock products can take longer than ordinary items.
Can every item be returned?
No. Seller policy, product type, order status and return timing determine eligibility and possible domestic return costs.