MyCNBox support, screen vocabulary and ten quick answers
Who to contact and when, what the abbreviations on the screens mean, and short answers to the questions this site gets most about delivery.
- Live chat
- Contact Us, bottom right of mycnbox.com
- Hours
- Two official versions, see below
- [email protected]
- Help articles
- 12, 82 and those linked in each answer
Chat, tickets, email and two sets of hours
Live chat opens from the [Contact Us] link in the lower right corner of mycnbox.com (help article 12). For anything with a paper trail, such as a disputed 3DS decline, use a support ticket. Email addresses published by MyCNBox: [email protected] for customer service, [email protected] for business enquiries (help article 82), and, in the homepage footer, [email protected] for payment issues.
The hours come in two versions. The help pages say 8:00 to 17:00 Beijing time, every day of the week. The homepage footer says “9/7 (08:00-17:00, Your Local Time)”. We go by the help pages, which in winter means midnight to 9:00 in London and early evening into the small hours on the US East Coast. MyCNBox also closed for China's National Day on 1 October 2026 and reopened on 2 October, so expect slower replies around Chinese public holidays.
Abbreviations on MyCNBox order screens
A short glossary of the terms you will see on MyCNBox screens, in its help centre and in forum threads about parcels. Where a term has a rule attached, the explanation points to the page that covers it.
- QC
- Quality check: the warehouse's photos, weight and video of an item after it arrives.
- GL and RL
- Forum shorthand for a yes or no after the QC photos: GL to keep the item, RL to send it back. MyCNBox screens use Ship and Return buttons instead.
- 3DS
- 3D Secure, the bank's extra check on a card payment, usually a code or an app prompt.
- KYC
- Know your customer: an identity check that MyCNBox says the Chinese receiving banks require.
- Tax included / [tax excluded]
- Labels on shipping lines saying whether import duty is in the price.
- Remote area surcharge
- A courier's fee for addresses on its remote list, passed on at the courier's figure.
- Volumetric weight
- A parcel's size turned into a weight, L × W × H ÷ 6,000 in centimetres on some lines; billed when it exceeds the real weight.
- PID
- Product identification data for EU customs, prepared by MyCNBox and its partners since 22 October 2026.
- POD
- Proof of delivery from the local courier: where and when the parcel was left.
- Proof of Loss
- An official statement from the courier, or police where relevant, that a parcel is lost.
- Detailed Photography
- Paid extra photos, bought at checkout only.
- Rehearsal packing
- A trial pack of the parcel before you pay shipping, $3 per parcel (help article 145).
- Logistics Orders
- The account section where parcels, tracking and any Pending Additional Payment appear.
- Withdrawable Balance
- The part of your MyCNBox balance you can send back to the original payment method.
- Declared value
- The value stated for customs. This site gives no advice on what to declare.
- Consignee
- The person named on the label, and the one customs and couriers deal with.
Short answers about delivery and payment
These are the frequently asked questions that reach us, answered from the help centre with the article number so you can read the original.
Can I send a MyCNBox parcel to a friend's address?
Only if the card or wallet that pays is billed to that address. Help article 43 requires the delivery address to match the payment billing address.
Can MyCNBox ship to another agent's warehouse in China?
No. Help article 43 rules out mainland China addresses and other agents' warehouses, and article 21 rules out forwarding.
I made a typo in the address. Can I fix it?
Before the parcel ships, contact customer service straight away. After it ships, help article 10 says the address cannot be modified, and fixing a delivery problem falls to the recipient and the local courier (help article 73).
Will I pay a remote-area surcharge?
Possibly, on DHL, UPS, FedEx or TNT if your town is on that courier's remote list. EMS and tax-inclusive channels do not add it, according to help article 51.
Is there import duty to pay on arrival?
On a tax-included line, the duty is in the shipping price. On a line marked tax excluded it is yours, and an express courier may send the bill after delivery (help article 74).
Can I ship to the EU without tax included?
Not at present. MyCNBox paused EU options without import tax included from 22 October 2026, naming the relevant EMS and UPS services (help article 165).
Why did my card payment fail?
Help article 67 lists funds, then the card number, name and billing address, then trying another card or a wallet. A wrongly declined 3DS check can be reviewed through a ticket with ID and card photos.
Where does a refund go?
To your MyCNBox balance first. From there you request a withdrawal back to the original method (help articles 125 and 64).
Tracking says Delivered but nothing arrived. What now?
Ask the building and neighbours, contact the local courier for proof of delivery, and get an official proof of loss. Without it, help article 75 says the case cannot be treated as a lost parcel.
How long are items stored for free?
90 days, then extended storage has to be bought or the items are discarded (help article 33).
Every page in this guide
If your question is about a stage of the order rather than a word, one of these pages probably covers it. The address rules and the after-the-courier pages are the two to read before a first parcel.
