Route words, terms and the questions route-pickers ask
Where to get help from LitBuy, the words you will meet on its pages, who the companies behind it are, and short answers to the questions this map gets asked.
Need help with a LitBuy order
LitBuy's help centre holds 48 articles, each with an update date; opening an article link directly can land you on the help index, so search for the title there. Email [email protected] for orders, returns and shipping. After login there are AI Support, tickets and chat in the app.
Customer service hours are not published on any page we read. Purchasing runs 09:00 to 18:00 UTC+8. For anything about this map, write to [email protected]
The help centre
The help centre groups articles by topic: logistics, shipping FAQ, customs matters, insurance and compensation, payment and more. The articles this map leans on most are help 30 (routes), help 41 (insurance), help 33 (billing weight) and help 43 (fees). Open the LitBuy help centre
Glossary: terms on LitBuy pages and on this map
Some words mean something narrower here than in general use. Lit Line is LitBuy's term for routes opened to a country after a vote. LIT- is a prefix in a route name, and we never treat it as proof of anything. QC stands for quality check and refers to the warehouse photos; GL and RL are shopper shorthand for green light and red light, keeping an item or sending it back after seeing the photos.
Billing weight is the weight a route charges for, usually the greater of actual and volume weight. Tax free is a route label whose meaning is set by section 7 of the Shipping Policy. A rehearsal parcel is a paid trial packing that tells you the real weight before you commit.
Who you deal with
LitBuy's site names LITBUY LIMITED, a UK company, as owner and operator, and its terms are issued by LITBUY LIMITED (UK). The registration agreement, privacy policy and app store listings name HONG KONG HAINI TECHNOLOGY LIMITED. The footer also lists a French company whose role is not described anywhere we looked.
Different LitBuy agreements name different governing laws. If a dispute ever depends on that, read the specific agreement that applies to you.
What to include when you contact LitBuy
Include enough context for support to identify the parcel and question. For a route question, quote the route name exactly as the parcel page shows it, the destination country and the parcel weight. For a delivery problem, add the parcel number, the date tracking last moved and, for damage, the carrier's report or case number, which help 01 asks you to obtain within 48 hours of delivery.
Keep the replies. If a support agent tells you a route is self-operated, or that an add-on applies, that written answer is the only route-specific statement you will have, because no public page gives one.
Questions route-pickers send us
Is a LIT- route always a Lit Line route
The name suggests it, but LitBuy does not say so in writing, and its available-countries card names only Germany while LIT- entries also appear for France, Poland and in the Netherlands results.
Is a LIT- route self-operated
Not as far as any published page says. Help 30 describes self-operated routes without naming them. Ask support and quote the route name.
Can I still vote for my country
The route-vote page shows voting from 28 August to 17 September 2026 and reported voting closed for a logged-out visitor on 16 October. Check the page itself.
Does any route pay out for delays
Help 41 says no compensation is available for delayed shipments. A paid Delay Protection add-on with its own terms is offered at parcel submission.
Why does my parcel page show fewer routes than the board
Shipping limits on your items filter the list (help 14). The board shows the estimator's full list for an empty product type.
How long can items wait in the warehouse
90 days free per item; a daily fee applies from day 91 under the Storage Period policy.
Does the warehouse check authenticity
No. LitBuy states it cannot verify authenticity; inspection covers quantity, colour, size and visible issues.
Why does the board show no prices
A price beside a route invites sorting by it, and prices move. Dated prices for the four LIT- countries are on the costs page.
Does a LIT- route skip the EU €3
Nothing published says so. LitBuy's June notice describes a flat €3 per EU parcel without naming routes; ask support for your route.
Why is Germany missing from the vote tally
LitBuy does not say. Germany is the country named in the available-countries card, and the tally of 204 countries leaves it out, as it does France.
Where do the route names come from
From LitBuy's estimator response, copied exactly. We do not shorten or rename them, so you can quote them to support.
Who pays duties
On TAX FREE channels LitBuy handles clearance and taxes; on other channels you do (Shipping Policy §7). LitBuy’s June notice described its own flat €3 per EU parcel arrangement; this dated operator notice is not a statement of all current destination charges.
Next stop on this map: Updates and community