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Customer service procedure

Customer Service

Read our advice on how to offer support to your end customer. If you need further business assistance, you can email or chat to our customer services. Before you contact us, please read our Customer Service Procedure.

icon Standard Return
icon Wrong Product
icon Damaged Product
icon Address Change
icon Missing Parts
icon Order Cancellation
icon Product Not Received
icon Product Not Functioning

Email

Please direct your email to the correct email address depending on your query:

dropXL B2B Presale & Support dropXL Customer Service (CS)
Contact us Contact us
  • Registration Process
  • Presale Consultation
  • Product Price & Stock
  • Account & System Support
  • Technical Support (Feed, API, Plugin, etc.)
  • Payments & Finance
  • Authorization & Compliance
  • Product Specification
  • Order Status
  • Product Issue
  • Refund / Replacement Status
Average Response Time: 1 business day Average Response Time: 1 business day

Important Note:

  • DO NOT send more than 40 consecutive emails per hour from the same address, or it will be blocked in our CRM system for one hour.
  • Follow below instructions before sending the request:
    1. One email per case/order.
    2. Attach pictures or videos as evidence (max. file size: 20M).
    3. Always reply to the latest email instead of starting a new thread.
    4. Use Contact Form or send the email to country-specific email addresses.
Country-specific Email Address List
Order Country Country-specific Email Address
AE [email protected]
AT [email protected]
AU [email protected]
BE [email protected]
BG [email protected]
CA [email protected]
CH [email protected]
CZ [email protected]
DE [email protected]
DK [email protected]
EE [email protected]
ES [email protected]
FI [email protected]
FR [email protected]
GR [email protected]
HR [email protected]
HU [email protected]
IE [email protected]
IT [email protected]
JP [email protected]
LT [email protected]
LU [email protected]
LV [email protected]
NL [email protected]
NO [email protected]
PL [email protected]
PT [email protected]
RO [email protected]
SE [email protected]
SI [email protected]
SK [email protected]
UK [email protected]
US [email protected]
Tips: How to avoid redundant emails?
  1. Check dropXL Customer Service Procedure.
    (Contact Account Manager if you need a process training.)
  2. Find tracking status (original order / replacement) in the section “ORDER HISTORY” under the account.
    (Tracking info is updated hourly)
  3. Use Chat for a cancellation request before dispatching.
    -Inform your customer to refuse parcel upon delivery when the cancellation is not possible.
  4. Include B2B Order No., Issue Description, Expected Solution in your email.
  5. Attach clear pictures or videos for Damaged / Not Functioning Items.
  6. Send package quantity, size, weight, receipt, etc. if the return is done by your end customer themselves.

Chat

Aftersales Service Chat:

  • Opening Hours: Monday to Sunday: 9:00 am - 12:00 am (CST - China Standard Time)
  • Contact us by clicking the button at the bottom right of page: b2b.dropxl.com

Note:

  • Before starting a chat, please review the following guidelines:

    • - Do Not open multiple chats at same time.

    - Please limit each chat to a single order.

    - Please end the chat once the question is resolved and start a new one if you have questions about other orders.

Contact from dropXL

Our dropXL team will reach out to your registered email for updates such as:

  • Incomplete delivery addresses
  • Out-of-stock products

ℹ️ Note that the official dropXL email address domain are ***@dropXL.com and ***@e.dropXL.com.