Q&A

Can you provide customized packaging solutions (e.g., private label, special drum sizes)? What is the lead time for customization?

We can offer free samples before we start the cooperation. The sample delivery takes about 2-4 weeks, which depends on the destination country/region and customs clearance. The recipient needs to cover the courier costs and part of the air transport appraisal fees (if needed).

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What is the typical production lead time for standard orders? How does it change for large-volume or customized orders?

The production lead time for standard orders is generally 1–4 weeks, varying by different products. For bulk orders, it is highly recommended to provide a sales forecast in advance, otherwise, the lead time may be extended. Lead times for customized orders are subject to negotiation based on product specifications. 

Can you provide sample products for testing before formal cooperation? What is the sample application process and lead time?

We normally supply goods in standard packaging. For special cases, customization is negotiable with MOQ met, and the customization lead time will based on the actual situation.

Which international shipping terms do you support (e.g., EXE, FCA, FOB, CIF, DAP)? Can you recommend reliable logistics partners?

Both options are acceptable, with FCA as the primary trade term. We can recommend logistics partners for your reference.

What flexibility is available for order quantity adjustments?

For standard goods, the order quantity can be adjusted if production or transportation has not been arranged and no related costs have been incurred. If corresponding costs have been generated, any adjustment shall be subject to negotiation.

For customized products, a deposit is required, and we do not accept any changes to the order quantity.

What is your return and replacement policy for defective products? What is the claim process?

Supply contract shall be signed by both parties, specifying the product technical specifications/acceptance criteria, response measures for quality issues, and the liabilities of both parties. We will also send the Certificate of Analysis (COA) to the customer for reconfirmation prior to delivery.

We will initiate an investigation process within one working day upon receipt of the customer's complaint to identify the root cause. If the issue is attributable to our company, we will negotiate with the customer on solutions such as resupply, replacement, or refund, and bear all costs incurred therefrom. In the event of any losses caused to the customer, we will negotiate compensation based on the specific circumstances.

Do you provide technical support after product delivery (e.g., usage guidance, troubleshooting)?

What payment terms do you accept (e.g., T/T, L/C， PayPal)?

At present, we only accept T/T (Telegraphic Transfer) and L/C (Letter of Credit) as payment methods.

We have a professional technical team that will provide customers with professional technical support, application guidance, and problem-solving solutions.

How do you handle customer complaints or quality issues? What is the typical resolution timeline?

We have a dedicated logistics and support team, which will initiate an investigation process within one working day upon receipt of customer complaints, analyze the root cause, and issue a Preventive and Corrective Action (PCA) plan. This process generally takes approximately 5–10 working days.

Will we receive updates on product improvements or new product launches relevant to our business?

When new products are launched, we will publish relevant information on our official website and take the initiative to send product details to customers via email.