Cross-Border Engine Contact ← Back to home

Contact us

Operated by Feihe Cross-border E-commerce (Guizhou) Co., Ltd.

Ways to reach us

Support widget in the app — fastestSign in, then use the chat panel in the bottom-right corner. It answers common questions immediately and reaches a human when it cannot. Available 24/7 for automated replies.

Email (24/7)[email protected] — one address, routed by subject line (see the table below). Monitored 24/7; replies within 1–2 business days.

International and Technical Support Hotline+1 408-334-5250 — 9:00–18:00 Beijing Time (GMT+8) for calls, WhatsApp 24/7 by message; WhatsApp works on the same number. Use it when something is time-sensitive and you need a human without waiting for email.

Include your account emailWhatever the channel, telling us the email on your account saves a round trip. For billing matters, add the order ID from your invoice.

Route by subject line

Using these exact subject lines gets you to the right person without triage delay:

Topic	Subject line	Response
Product help, how-to, bugs	`Support`	1–2 business days
Billing, invoices, plan changes	`Billing`	1–2 business days
Refund requests	`Refund request`	Acknowledged in 1 business day
Privacy, data access, deletion	`Privacy request`	Acknowledged in 2 business days; completed within 30 days
Security vulnerabilities	`Security disclosure`	Acknowledged in 2 business days
Contracts, company details, legal notices	`Legal`	2–3 business days
Partnerships, press, reselling	`Partnership`	3–5 business days

Before you write: three things that resolve most tickets

"I cannot sign in." Use the password-reset link on the sign-in page, and check the spam folder for the email. If it still fails, send us the account email and the exact error text — not a screenshot of a blank form.
"A feature shows no data." Note which feature and which platform. Some sources block automated access temporarily; we can confirm whether it is an outage on our side or a block upstream.
"I want to cancel." You do not need to email us — cancel in one step from Billing in your account. If you would rather we do it, say so and we will, but the self-service path is faster.

Security disclosure

If you believe you have found a vulnerability in this service, email [email protected] with the subject Security disclosure, including what you found, how to reproduce it, and its potential impact.

Please give us a reasonable window to fix it before public disclosure. We will acknowledge within 2 business days, keep you updated, and credit you if you wish. We will not pursue legal action against researchers who act in good faith, stay within their own accounts, and avoid privacy violations, data destruction or service disruption.

Please do not test against other users' accounts, and do not run automated scanning that degrades the service.

Company details on request

Our registered company name, registration number, registered address and tax identification number are provided in writing on request — email [email protected] with the subject Legal, or read them on any invoice issued to your account. We will send them within 3 business days.

Formal legal notices should be sent to the same address with the subject Legal notice; they take effect on receipt.