Frequently Asked Questions – Source

Everything you need to know about sourcing with us. Can’t find your answer? [Contact us](#) — we’re happy to help.

About Taobao, Tmall & 1688

What is Taobao?

Taobao is China’s largest consumer marketplace — think of it as a massive online bazaar with hundreds of millions of products from individual sellers and small businesses. It’s the best place to find variety, trends, and everyday products at low prices.

What is Tmall?

Tmall is Taobao’s premium sister platform. It hosts official brand stores and verified businesses, so it’s where you’ll find higher-end, branded, and authenticated products. Prices are a bit higher than Taobao, but so is the assurance of quality and legitimacy.

What is 1688?

1688 is China’s wholesale marketplace — it connects you closer to factories and bulk suppliers, often at the lowest prices available. It’s ideal if you’re buying in larger quantities or want factory-direct pricing. (Note: 1688 is almost entirely in Chinese, but we make ordering from it simple.)

Which one should I buy from?

Taobao for everyday products, variety, and trends.
Tmall for branded or premium items you want to be sure are authentic.
1688 for the lowest prices and wholesale or bulk buying.

You’re welcome to mix products from all three in a single order.

How Source.Luxxri Works

What is Source.Luxxri?

Source.Luxxri is LUXXRI’s dedicated B2B sourcing and fulfillment platform for businesses. You find products on Taobao, Tmall, and 1688, paste the link to us, and we buy the items, receive them at our warehouse, and ship them to you anywhere in the world. You get China’s prices and selection without the language barrier, payment hurdles, or shipping limitations.

Is Source.Luxxri the same as luxxri.com?

They’re part of the same family, but they work differently. Source.Luxxri (this site) is a sourcing service — you paste a link to any product on Taobao, Tmall, or 1688 (or choose from our Trending picks), and we buy it for you and ship it worldwide, using our two-step checkout. luxxri.com is our curated, ready-to-buy store, where you purchase hand-picked products directly. Use Source.Luxxri when you want access to millions of products beyond a fixed catalog.

How do I place an order?

Find a product on Taobao, Tmall, or 1688, copy its link, and paste it into our Import a Link page (or pick something from our Trending section). We’ll pull in the details and price, you add it to your cart and pay for the items, and we take it from there. Our full walkthrough is on the How to Use Source.Luxxri page.

My product link isn’t working — what format should I use?

our system needs the product’s main item link, which includes its unique ID number. Make sure your link matches one of these formats: – Taobao: https://item.taobao.com/item.htm?id=888847650418 – Tmall: https://detail.tmall.com/item.htm?id=793922609574 – 1688: https://detail.1688.com/offer/1054856026720.html

If you copied a short share link from the app, open it in a web browser first and copy the full address (it should start with item.taobao.com, detail.tmall.com, or detail.1688.com). Then paste that into the Import a Link page.

Why are there two separate payments?

This is the part that’s a little different from a normal online store — and it’s designed to protect you. You pay in two stages:

Payment 1 — your items. You pay for the product cost so we can buy it from the seller.
Payment 2 — your shipping. After your items physically arrive at our warehouse and are packed, you pay for international shipping based on their real weight and size.

This means you never pay to ship something before it has actually arrived, and your shipping cost reflects exactly what you’re sending — no rough estimates, no paying for guesses.

Why don’t you just charge one total at checkout?

Because we can’t know your true shipping cost until your items are in our hands. Product weights and sizes on the source platforms are often missing or inaccurate. By weighing and measuring your actual order before charging shipping, we keep your shipping fair and transparent.

What is the 72-hour rule?

Once your items are packed and ready, we notify you (by email and SMS) to choose your shipping method and pay for delivery. You have 72 hours to complete that shipping payment. We send reminders at 48 and 70 hours. If shipping isn’t paid within 72 hours, the order may be forfeited and the items disposed of or resold, as described in our Terms & Conditions. This keeps our warehouse moving and our service affordable — and as long as you pay shipping within the window, there’s nothing to worry about.

Do I have to create an account?

[Yes — an account lets you track orders, complete Payment 2, and view your history. Confirm whether guest checkout is allowed.]

Pricing & Fees

How much does Source.Luxxri cost?

Your price has two transparent parts: – The item cost — the seller’s price, converted from Chinese Yuan to your local currency. – A 20% service fee — added at checkout, shown clearly and separately.

Shipping is charged separately in Payment 2.

What does the 20% service fee cover?

It covers us purchasing the item on your behalf, receiving and checking it at our warehouse, handling communication with the seller, and preparing and packing your order for international shipping.

Are there any hidden fees?

No. We show you the item cost and the 20% fee up front, and your shipping cost is shown clearly before you pay Payment 2. The only costs outside our control are any import duties or taxes your country may charge on arrival — see our Customs, Duties & Taxes Guide.

What currency will I be charged in?

Prices are converted from Chinese Yuan (CNY) into US Dollars (USD), with multi-currency checkout coming soon. The exchange rate is locked in at the moment you add an item to your cart, so your item price won’t change afterward.

What payment methods do you accept?

We accept [credit and debit cards, and PayPal — confirm your gateways], processed through a secure, encrypted checkout.

Shipping & Delivery

How long does shipping take?

There are two stages. First, after Payment 1, we purchase your item and it travels to our China warehouse ([typically X–X days — confirm]). Then, after you complete Payment 2, international delivery typically takes [Express: X–X days / Standard: X–X days — confirm], depending on your country and chosen method.

Which carriers do you ship with?

We offer a choice of shipping methods at Payment 2 [e.g., express couriers and standard postal options — confirm carriers], each with its own speed and price so you can pick what suits you.

Do you ship to my country?

We ship internationally to [list regions / “most countries” — confirm]. You’ll see the available shipping options for your address at Payment 2.

Will I have to pay customs or import taxes?

Possibly. Import duties and taxes are set by your own country and are not included in your Source.Luxxri payments. Whether they apply depends on your location and order value. Please see our Customs, Duties & Taxes Guide for details.

Can I combine multiple items into one shipment?

Yes — that’s one of the advantages of our model. Items you order are received at our warehouse and can be packed together, which helps reduce your shipping cost.

Quality & Trust

Do you inspect products before shipping?

When your items arrive at our warehouse, we check them in, and weigh and measure them before packing. [Confirm the exact inspection you offer — e.g., a visual check that the correct item arrived, photo verification on request, etc. We should describe only what you actually do, so customers’ expectations match reality. See the planned Product Inspection & Quality Control page.]

Are the products authentic?

Products from Tmall come from official brand and verified stores, offering the strongest authenticity assurance. Taobao and 1688 include a huge range of sellers, so quality varies by seller — choosing well-rated listings helps. We purchase exactly the product from the link you provide.

Is my payment secure?

Yes. All payments are processed through a secure, encrypted, PCI-compliant checkout via [Stripe/PayPal — confirm]. We never store your full card details on our servers.

How is my personal information handled?

We only collect the information needed to process and deliver your order, and we handle it according to our Privacy Policy.

Add-On Services

What add-on services do you offer?

Two, currently: Product Customization & Private Label Support (add a logo, custom packaging, or supplier-supported product changes) and Vacuum Packaging (compress soft, bulky items to reduce shipping volume). Both are optional and billed on your Phase 2 invoice together with international shipping — only if we can actually apply them to your order.

When do I request an add-on service?

During your Phase 1 checkout confirmation, right after you place your order. This is the only stage add-ons can be requested. Once your item arrives at our warehouse, it moves straight into packing, so add-ons can’t be applied at that stage.

What if I forgot to request an add-on at Phase 1?

Contact us as soon as possible with your order number and what you’d like to add. If your item hasn’t arrived at our warehouse yet, we may be able to accommodate on a case-by-case basis. Once packing has started, we can’t apply add-ons for that order.

How much does Product Customization cost?

Our coordination fee is $4.99 per product style / customization request. Any supplier production charge (for logo printing, custom packaging, labels, materials, molds, or other production work) is quoted separately and added to your Phase 2 invoice. You approve the supplier quote before we proceed. Full details.

Is there a minimum order quantity for customized products?

Possibly. Some suppliers require a higher MOQ for customization — commonly 10, 50, or 100+ units depending on the change. We confirm the supplier’s requirement after receiving your request, and you approve before proceeding.

What is vacuum packaging?

Vacuum packaging uses professional vacuum-seal bags to compress soft, bulky items so they take up less space during international shipping. It works best for pillows, quilts, blankets, coats, sweaters, soft toys, and similar soft goods. It won’t work for structured items, electronics, breakables, or anything with liquids. Full details.

How much does vacuum packaging cost?

$1.99, $2.49, or $2.99 per piece depending on the vacuum bag size our warehouse selects for your item. If your item isn’t suitable for vacuum packaging when it arrives, we skip the vacuum step and no charge applies.

Will vacuum packaging always save me money on shipping?

Not necessarily. It reduces package volume, which may lower shipping cost depending on the destination, carrier, and how the shipment is rated. For light, bulky items it usually helps meaningfully. For small, dense items it usually doesn’t help enough to justify the fee.

Orders, Tracking, Returns & Refunds

How do I track my order?

Log in and open My Orders to see your order’s status at every stage — from purchase, to packing, to shipped. Once dispatched, your tracking number and link appear there (and in your email/SMS). The full list of statuses is explained on the How to Use Source.Luxxri page and the Order Tracking page.

Can I cancel my order?

Yes — within 12 hours of placing your order, and before we’ve purchased the item from the seller (whichever comes first), you can cancel for a full refund of your item cost and service fee. After 12 hours or once we’ve purchased the item, the cost is non-refundable because we’ve already paid the seller on your behalf. Contact us through chat or our contact form as soon as possible. Full details in our Return & Refund Policy.

Can I return a product or get a refund?

Because each item is purchased to order from a third-party seller in China, returns work differently than a typical store. [Confirm your policy — e.g., refunds/replacements for items that arrive damaged, defective, or incorrect, within X days of delivery.] Full details are in our Return & Refund Policy.

What if my item arrives damaged or it’s the wrong product?

Please contact us within [X days — confirm] of delivery with photos, and we’ll make it right. This is covered by our Buyer Protection and Return & Refund Policy.

What happens if I don’t pay for shipping in time?

If Payment 2 isn’t completed within 72 hours of the “packed and ready” notification, your order may be forfeited and items disposed of or resold, with fees already paid retained as described in our Terms & Conditions. We send reminders at 48 and 70 hours to help you avoid this.

3PL & Warehouse

For approved business clients storing inventory and shipping customer orders through Source.Luxxri 3PL Fulfillment. For the full process, see our 3PL Fulfillment Guide.

What is Source.Luxxri 3PL Fulfillment?

It’s a fulfillment service for approved business clients who want to store products and branded packaging, fulfill customer orders from that stored inventory, track shipments, and replenish stock — all through Source.Luxxri.

How do I get 3PL access?

Submit a 3PL request through Source.Luxxri. Once approved, the additional warehouse and fulfillment tools are enabled on your existing account.

Do I need a separate account?

No. 3PL access is added to your existing Source.Luxxri account.

Can I source products through Source.Luxxri and store them?

Yes. Eligible bulk purchases can be routed into your fulfillment inventory instead of being shipped out as a normal sourcing order.

Can I send inventory that I sourced somewhere else?

Approved 3PL clients may be able to send eligible inventory they already own. Use the receiving instructions shown in your account before sending anything to the warehouse.

Can I store my own branded packaging?

Yes. Approved packaging such as mailers, boxes, inserts, or other branding materials can be stored and tracked separately from your product inventory.

Where do I send products or packaging?

Approved clients receive warehouse receiving instructions inside their Source.Luxxri account. We don’t display the warehouse address publicly.

How do I ship an order to my customer?

Open Create Shipment, select the stored items and quantities, enter the recipient’s address, choose an available fulfillment/shipping option, and pay the displayed total.

Do I pay for customer shipping immediately?

Yes. Outbound Fulfillment & Shipping is paid when you create the shipment, and the order is released only after payment succeeds.

Is customer shipping included in my biweekly warehouse invoice?

No. Outbound customer shipments are paid separately at Create Shipment checkout.

How much does 3PL warehouse storage cost?

Storage starts at $12.99 per 30 days for up to 0.1 m³, plus $3 for each additional 0.1 m³. It’s usage-based, not a flat subscription, and warehouse invoices are issued biweekly — so your actual invoice reflects your applicable storage usage during that billing period, and can change as the amount of inventory you’re storing changes.

What is the pick-and-pack fee?

Pick-and-pack covers the warehouse work required to select and prepare your outbound order. The standard fee is $0.40 plus $0.10 per kilogram of total order weight, with no additional Source.Luxxri markup. It’s charged once per outbound fulfillment order — even if that order contains multiple SKUs or multiple items — and is built into the Fulfillment & Shipping amount you pay at Create Shipment, not added later to your warehouse invoice.

What can appear on my 3PL invoice?

Depending on what you’ve used, your invoice may include warehouse storage and any incurred services such as inbound transfer, freight collection, vacuum packaging, special handling, additional inspection, extra photos, or repacking/relabeling — each clearly itemized.

What is freight collection?

An occasional inbound charge that can apply when a shipment arrives at the warehouse with local transportation costs unpaid and we have to cover them to receive it. It’s not the same as shipping an order to your end customer, and it doesn’t apply to every inbound shipment; where it applies, handling typically runs about $2–$10 on top of the actual unpaid local freight.

What happens if I don’t pay my 3PL invoice on time?

Invoices are due within 3 days. If payment isn’t received, your account may become Past Due, and a final overdue notice will give you a 7-day grace period. You keep access to billing and inventory/history during that period, while new 3PL activity may be restricted.

Can I cancel a fulfillment order?

It depends on whether warehouse processing has already started. Submit cancellation requests as early as possible.

For the complete process — including inventory, billing, incurred charges, and overdue accounts — read the full 3PL Fulfillment Guide.

Have a question we didn’t cover? Contact us — real help from a real team.