OPEN
Where to get an answer, and who actually owns the question
Most problems with an order of this kind belong to one of two parties, and asking the wrong one costs days. This page sorts the questions by who can answer them, and links the official page for each.
Every official page linked below was opened on the date shown beside it. We are not part of your order and cannot change anything about it.
OPEN
Where OrientDig answers things itself
When something goes wrong, the fastest route is almost never a support ticket. It is the specific page that already covers the thing, because these pages are where the answers you would be quoted come from in the first place. Five worth knowing by name, with what each one is actually good for. Three of them have an address you can bookmark. The rest live inside the help centre as panels that open in place, so the title is the only way to find them.
The help centre
The index for everything else, and the place to start when you do not yet know which rule applies. Open the help centre.
The disclaimers page
The seven conditions that placing an order counts as agreeing to, including the ones about sensitive goods, customs, inspection limits and deposit orders. This is the page most disputes turn out to be about. Read it.
The promised returns terms
What the five day window is, what it excludes, who decides, and what a return costs. Read it before you need it rather than after. Read it.
The prohibited items statement
The list of what cannot be posted, plus the sentence saying the list is not guaranteed complete. Read it.
The special standards page
The condition thresholds for categories where new and used look identical in a photograph. This one has no direct address of its own, so it cannot be bookmarked like the others. Open it in the OrientDig help centre under "Special standards".
All five pages read on 2026-09-22. Policies change without notice; the date is there so you can tell how old this reading is.
OPEN
Check these three first
What you can settle without asking anyone
A surprising share of support questions are answered by a screen you already have access to. The account area carries the order list, the warehouse, the parcels and the address book, and each of them holds the state of something you might otherwise be asking about.
Before you write to anyone, check three things: which state the order is in, whether the goods have actually reached the warehouse, and whether the address on file is the one you meant. Those three cover most of it.
It also makes the question you do ask a much better one. A message that names the order, the state it is in and what you want to happen gets a useful answer. A message saying where is my stuff cannot.
- Order stateWhich state is the order in?
- Warehouse arrivalHave the goods reached the warehouse?
- Saved addressIs the address the one you meant?
FACT
Questions people ask before their first order
These are the frequently asked questions that come up before anybody has ordered anything, which is the only time the answers are still useful. Each one links to the page with the full version.
Do I pay once or twice?
Twice. The first payment covers the goods and the delivery from the seller to the agent warehouse inside China. The second covers the international parcel, and it is quoted after the goods are stored and weighed. Paying breaks both down.
Can I cancel after I have paid?
It depends entirely on which state the order is in. While it is still processing, cancelling is a button and the refund is at the actual amount. Once the seller has been paid it becomes a request rather than a right. A deposit order cannot be cancelled at all. The four states are on before you pay.
Why did something disappear from my parcel?
Almost certainly a sensitive goods rule. Essential oils, care solutions, lubricants, batteries and glue are named as items removed before dispatch rather than refused at checkout, so the first sign is a lighter box. What can ship has the detail.
Is the item checked for quality?
It is looked at and photographed, not tested. The disclaimers state that electronics, branded goods, tickets and cards cannot be professionally inspected, and that the equipment is not switched on. The glossary covers what a photo set can and cannot settle.
What happens if the seller never ships?
The published standard says a domestic seller is expected to dispatch in three to seven days, with the first chase on day four and then every three or four days. If the seller is out of stock you are asked what to do, and the order cancels itself if you do not reply within seventy-two hours.
Will I be charged customs duty?
Expect to be. The United Kingdom removed its low value relief at the start of 2021 and the European Union followed that July, so the practical threshold in both is now zero. Import charges are stated as the buyer responsibility, not the agent.
How long can goods sit in the warehouse?
The official page on storage duration gives 90 days. That is the window for consolidating several orders into one parcel, which is the main reason to use it at all.
Can I return something I do not like?
Sometimes, and it is the seller decision rather than the agent. The promised-returns terms run for five days after the goods are stored, with the application inside forty-eight hours, and the return shipping for the first dispatch is yours even if the listing offered free delivery. There is a service fee as well.
Every answer here is a summary of an official page quoted in full elsewhere on this site, all read on 2026-09-22.
LOCKS
When the answer is a status rather than a person
Once goods are submitted as a parcel, most of what you want to know is on the tracking screen rather than in anyone inbox. Read the tab strip as a timeline rather than a filter: each one is a stage the parcel has to pass through, and the stage you are sitting in decides who is still able to do anything about it.
Scroll the screenshot to inspect each field.
View full-size imageThe useful habit is to read the state before writing the message. A parcel that has left the warehouse is with a carrier, and questions about it are carrier questions that the agent can chase but not answer. A parcel that has not been submitted yet is still entirely yours to change.
The same logic applies earlier in the process, one level down, to the four order states on before you pay.
OPEN
If something goes wrong and you need a person
Ask the party that owns the half of the order you have a problem with.
If the complaint is about the goods themselves, their description, their size or their condition on arrival at the warehouse, that is the seller, and the agent is relaying rather than deciding. The returns terms say the final decision rests with the seller in as many words.
If the complaint is about handling, timing, storage, the parcel, the declaration or the money, that is the agent, and the published service standards are what you are holding them to. Quote the standard and the order state and you are most of the way there.
If the complaint is about something on this site, a link that no longer opens, a quote that has gone out of date, a page that reads wrong, that is us. We are not part of the order and cannot change anything about it, but we can fix the page, and we would rather hear about it. The address is in the footer and on the about page.