Shipping Policy
1. Shipping Methods from China
- Express Shipping (DHL/FedEx/UPS): 3-7 days, door-to-door, best for samples and urgent shipments under 70kg
- Air Freight: 5-10 days, airport-to-airport, cost-effective for 70-500kg shipments
- Sea Freight LCL (Less than Container Load): 30-45 days, port-to-port, economical for 1-15 CBM shipments
- Sea Freight FCL (Full Container Load): 30-45 days, best for large volume (20ft/40ft containers)
2. Shipping Process
- Origin Handling: Factory to Chinese port (we arrange)
- Main Carriage: China to destination port/airport (we coordinate)
- Destination Handling: Port to your door (client arranges or we assist)
- Customs Clearance: Client’s responsibility in destination country
3. Shipping Costs
Costs vary based on:
- Weight/volume of shipment
- Shipping method selected
- Current freight rates
- Fuel surcharges and peak season fees
- Insurance requirements
- Customs duties and taxes (client’s responsibility)
4. Incoterms
We typically operate under:
- FOB (Free On Board): Our responsibility ends when goods are loaded on vessel at Chinese port
- EXW (Ex Works): Client assumes all responsibility from factory pickup
- CIF (Cost, Insurance & Freight): We arrange shipping and insurance to destination port
5. Delivery Timeframes
- Estimated only: Not guaranteed due to customs, weather, port congestion
- Production time: Separate from shipping time (typically 15-45 days)
- Holiday closures: Chinese New Year (Jan/Feb) adds 4-6 weeks delay
6. Tracking & Documentation
- We provide shipping documents: Commercial Invoice, Packing List, Bill of Lading/Air Waybill
- Tracking numbers provided when available
- Customs documentation assistance (additional fee may apply)
7. Damage & Loss
- Inspection recommended upon receipt
- Claims must be filed within 3 days of delivery
- Insurance strongly recommended for valuable shipments
- We assist with claims against carriers (success not guaranteed)
8. Customs & Import Duties
- Client is importer of record
- Duties and taxes vary by country and product category
- We provide HS codes but classification is client’s responsibility
- Prohibited/restricted items are client’s responsibility to identify
Return & Refund Policy
1. Policy Scope
This policy covers our sourcing services, not physical products. Product returns are handled directly with Chinese manufacturers according to their policies.
2. Service Fee Refunds
- Before Supplier Matching: 80% refund if cancellation occurs before supplier introduction
- After Quotation: 50% refund if cancellation occurs after receiving quotes
- After Sample Order: No refund once sample production begins
- Force Majeure Events: Case-by-case consideration
3. Sample Returns
- Defective samples may be returned to factory for replacement
- Shipping costs for sample returns borne by responsible party (determined case-by-case)
- Sample evaluation period: 7 days from receipt
4. Production Order Issues
Quality Defects:
- Minor defects (<5% of order): Supplier provides discount or partial replacement
- Major defects (>5%): Negotiated resolution with manufacturer
- Critical defects (safety issues): Full replacement or refund from supplier
Quantity Shortages:
- Verified shortages result in pro-rata refund from supplier
- Must be reported within 14 days of shipment receipt
5. Dispute Resolution Process
- Documentation: Provide photos/videos of issues
- Factory Notification: We contact Chinese manufacturer
- Joint Inspection: May involve third-party inspection in China
- Resolution Negotiation: We mediate between client and factory
- Implementation: Refund, replacement, or discount as agreed
6. Timeline for Claims
- Quality issues: Report within 14 days of receipt
- Quantity discrepancies: Report within 7 days of receipt
- Hidden defects: Report within 30 days of receipt
7. Non-Refundable Items
- Completed consulting hours
- Paid factory audit fees
- Bank transfer and currency conversion fees
- Shipping and logistics costs once incurred
8. Processing Time
- Refund requests reviewed within 5 business days
- Approved refunds processed within 14 business days
- Refunds issued via original payment method
9. Special Circumstances
- Supplier Bankruptcy: We assist in finding alternative solutions but cannot guarantee refunds
- Customs Rejection: Client responsibility; we may assist with documentation revision
- Force Majeure: Case-by-case evaluation
