Questions and help
Four channels, and picking the wrong one costs you a day
PonyBuy has a help centre, a contact page, an order enquiry route that reaches the buying staff, a message tab inside your own account, and a Discord. They are not interchangeable, and using the community for an order problem is the most common way to waste a day.
The rule is simple. Anything about your specific order goes to the people who can see your order. Anything about how the service works goes to the help centre first, because it is usually already written down.
Which channel for which problem
Left column is your situation, right column is where it actually gets solved.
| Your situation | Where it goes | Why |
|---|---|---|
| I need to change something on an order being purchased | Order enquiry | It reaches the staff dealing with the seller, and they reply by email or message. |
| I picked the wrong option and have already paid | Order enquiry, immediately | Speed decides whether this is a correction or a return. |
| I want to know how a policy works | The help centre | Storage, packaging, customs, insurance and refunds each have their own category. |
| The inspection photographs look wrong | After sales, while the item is still stored | Options narrow sharply once the parcel has left the country. |
| I want to know whether something is normal | The Discord community | Good for calibration, useless for anything only staff can see. |
| Something is wrong with this guide | Us, at [email protected] | We wrote it, so we fix it. We cannot help with your order. |
The official starting points
Every link here was checked on 2026-08-04.
The help centre
Eighteen categories from beginner guide through to insurance and compensation. Search it before asking anywhere else.
Open the help centrePonyBuy officialThe beginner's guide
Nine steps in the official wording. This guide quotes it throughout rather than paraphrasing it.
Read the official guidePonyBuy officialShipping estimation
The only place worth reading freight numbers, because they move and ours would be out of date.
Estimate a shipmentCategorySomewhere to start browsing
If the problem is that you do not have a link yet, browsing beats typing.
Browse a categoryThe community, and what it is good for
PonyBuy promotes a Discord from its own home page. Communities like it are genuinely useful for one thing: telling you whether what you are seeing is normal. Is this shipping time usual for this route. Does this seller photograph look like everyone else photographs.
They are bad at anything requiring access to your account, and they are bad at policy, because the answer that was right last year gets repeated for years afterwards. For policy, read the help centre category and trust the date on the page.
Terms you will see on a PonyBuy order, and two you will not
An order changes state about twenty times between the moment you press buy and the moment a courier hands you a box, and each state has a name that appears in your account with no explanation attached. The official status list is worth reading once, because three of the names are deadlines in disguise. Payment Pending gives you 72 hours to pay before the order lapses. Balance Payment Required is the warehouse telling you the shopping bill landed higher than your deposit; nothing moves again until you top it up. Expired is the storage clock having run out, after which the warehouse is free to dispose of what it is holding.
Invalid Order is the one worth memorising, because it is the only status your own form-filling can avoid. Three causes are listed, and all three are settled before any buyer contacts any seller: a mismatch between the price and the product name you typed in, a listing carrying neither photograph nor description, and anything the platform classes as virtual or banned.
Now the two you will not see. Reps forums talk constantly about GL and RL lines, and newcomers arrive expecting to choose between them by name. Searching the whole English help centre on 2026-10-10 returns zero matches for either abbreviation across 105 articles. QC does appear, seven times, but PonyBuy's own word for it is quality inspection, which turns up thirteen times. If you write to support using the forum vocabulary, expect to explain yourself; the shipping options are presented by carrier and speed, not by community shorthand.
Frequently asked questions
If your question is about choosing an option rather than about the service, it is probably answered on inside a listing.
Is this site run by PonyBuy?
No. PonyBuy Spreadsheet Find is an independent guide run by a partner of the agent. We hold no stock, take no payments, and cannot see, change or refund your orders. Links to ponybuy.com are partner links.
Do I need an account before I can search?
You can browse and search without one. Ordering, the wallet and the warehouse all need an account, and some pages will send you to sign in when you try to use them.
How long does the whole thing take?
It depends on the seller dispatch time, on how long you leave items in storage, and on the service you pick. Any guide quoting you a single number for that is quoting something it cannot know.
Can PonyBuy buy from a site that is not in the search box?
The written guide covers Taobao, Tmall and 1688, and the search box shows more marks than that. The cheapest test is to paste the link and see what happens.
What if the seller sends a gift or a free extra?
The help centre has a category for exactly that question, which is a good example of why searching it first saves time.
How do I complain about this guide?
Email [email protected]. Corrections and takedown requests are handled by the same address, and we date every change on the updates page.
The exchange rate you actually pay, and why nobody quotes it to you
Every figure on a PonyBuy order is denominated in Chinese yuan. The item, the seller's domestic delivery, the customs declaration charge, the international freight: all of it is priced in CNY and then converted at the moment your card is charged. That conversion is where a quiet cost lives, and it is the one number this guide cannot give you.
PonyBuy is open about the mechanism and silent about the size of it. Its own help article on cross-border transactions says the service is "charged of a certain percentage handling fees of cross-border transactions", and attributes that charge to exchange rate movement and bank fees. The percentage is not published anywhere in the help centre, and we are not going to invent one for you. A separate article confirms you do not need to hold yuan yourself: a card in your own currency works, which is precisely why the conversion is invisible.
Which leaves one option: measure it on your own card. Write down the yuan total shown on the order page before you confirm. Two or three days later your statement will show what the bank took. Those two figures give you a rate. Put it beside whatever the interbank rate was that day, and the distance between them is what the crossing cost. Nobody else's measurement transfers here, because the bank at your end is half of the arithmetic.
