Frequently asked questions
The questions buyers ask before their first order
Ordering, pricing, freight and returns — answered in plain terms. Anything not covered here is worth a message to the sales desk.
- Reply time
- 2 business days
- Quote validity
- 30 days
- Sample credit
- Yes
- Returns
- 30 days
Ordering
Do I need an account to order?
No. You can build a cart and submit an order as a guest. Repeat buyers usually ask for an account so specifications, pricing tiers and delivery addresses are already on file.
Can I order a single carton to test the goods?
Yes, provided the line's minimum order quantity allows it. A single-carton trial is the normal way accounts start.
Can you produce to my own specification?
Yes. Send drawings, material requirements, artwork and target quantity through the quote form. We reply with a production price, tooling cost if there is one, and a sampling date.
How do I reorder?
Reply to your last order confirmation or quote reference. We re-price against current tiers and reissue the documents.
Pricing and payment
Which payment methods do you accept?
Bank transfer in USD, or card through the payment link on the invoice. Documentary credit is accepted above USD 20,000. See the trade terms page for the full schedule.
When is payment due?
30% deposit confirms the order; the balance is due against the bill of lading copy. Approved accounts can move to 30-day terms after two completed orders.
Do prices include freight and duty?
No. Goods are quoted ex works unless stated, with freight quoted separately and duty payable by the importer. A landed estimate is available on request.
Do you offer credit terms?
After two completed orders we can review a 30-day net account. We ask for a trade reference and the legal entity details.
Shipping and delivery
How long does delivery take?
Stock lines dispatch in 48 hours. Sea freight runs 18–35 days depending on the lane; air and express are 3–6 business days door to door.
Can you ship to more than one address?
Yes, with a split-delivery instruction on the purchase order. Each drop is priced separately for freight.
Who handles customs clearance?
Your import broker clears the goods. We provide the commercial invoice, packing list, bill of lading and certificate of origin they need.
What if goods arrive damaged?
Note it on the delivery document, photograph the pallet and cartons, and email us within 7 days. Verified transit damage is credited or replaced.
Samples and returns
Are samples free?
Stock swatches are free; product samples are charged at the single-unit price and credited against your first order of that line.
Can I return stock?
Unopened, undamaged stock can be returned within 30 days at a 10% restocking fee plus carriage. Production runs and private-label goods are not returnable once approved.
Still unsure? Message the sales desk or request a quote.
Ask us something specific
Send the specification, target quantity and destination port. We reply with volume pricing, lead time and freight within two business days.