Shipping times may be impacted by COVID
Frequently Asked questions
Questions we get asked the most.
Do you have a MOQ or minimum number of daily orders required to work with you?
We have a minimum of 50 orders per day, per product. If you do not have the daily volume yet, but are confident about your product we can also work with you if you initially commit financially to 500 worth of orders to get started.
How many days does it take to source a product?
The time it takes to prepare a quote depends highly on the product itself. We typically respond in 3 to7 business days, but sometimes it may take longer, and we may reach out for additional questions.
The reason we take longer than other suppliers is that for every product we call the factory (rather than just source on Alibaba) to ensure we start with a good relationship and ensure best quality of products sourced.
Can you get any items from China?
Pretty much! If it is made in China we can source it. Even if it is not yet made in china we have the experience to provide full custom product development and manufacturing support
What are the costs associated working with you?
We quote you on the total order cost, including the product cost and shipping cost for each country. There are no additional hidden fees on top of these costs.
How do you accept payments?
We accept bank transfers directly to our China account. We suggest that you use www.transferwise.com
for the easiest and cheapest way to transfer funds
Do I have to pay upfront?
We ask for you to pay for roughly ~3-5 days worth of orders upfront (or 500 orders worth if you choose that route). Once you send us the confirmation screenshot of the payment we will start ordering inventory for you. However, we cannot start fulfillment until the payment arrives at our account (usually 2-5 days, depending on the country)
This is NOT a deposit - once we start fulfilling we will continue to calculate as your balance draws down in a shared google sheet. Once your balance gets too low or negative our team will let you know. As long as you make another transfer (and provide us the screenshot) within one business day we will continue to stock inventory and fulfill it for you.
Do you take quality photos or videos to use for ads? Can you take product pictures?
We can offer you suggestions for content creators. However we highly suggest that you do NOT work with a company in China. While technically able, we find that there is too much of a cultural difference, and your results will be much better if you find a western-based content creator.
Do you offer product customizations?
Yes, once you are ready to take a generic product to the next level, we can work directly with the factory to customize every component or feature to your liking, or based on your customer feedback. We help to customize products one individual component at a time so that you get the best return from your investment. Pricing, lead time, and MOQ depends on exactly what you wish to do, but we consistently negotiate some of the best prices and production schedules for our clients.
What shipping lines do you use?
We use a variety of special lines that hand off to individual last mile services in each destination country. While we have some preferred partners, we are always testing out new lines to maximize our shipping efficiency for each country and client's needs.
What are the shipping times per country?
The following are expected shipping times (Please note we are experiencing delays due to COVID):
Express Services (real days, except for Sundays)
- United States Express 5 to 8
- United Kingdom Express 3 to 6
- France Express 5 to 8
- Germany Express 5 to 8
- Italy Express 5 to 8
- Spain Express 5 to 8
Regular services (real days, except for Sundays)
- United States 7 to 12
- United Kingdom 6 to 10
- France 6 to 10
- Germany 6 to 10
- Italy 6 to 10
- Spain 7 to 12
- Netherlands 6 to 10
- Belgium 6 to 10
- Luxembourg 6 to 10
- Ireland 7 to 15
- Bulgaria 7 to 15
- Croatia 7 to 15
- Czechia 7 to 12
- Estonia 7 to 15
- Finland 7 to 15
- Hungary 7 to 15
- Latvia 7 to 15
- Lithuania 7 to 15
- Malta 7 to 15
- Poland 6 to 10
- Portugal 7 to 15
- Romania 7 to 15
- Slovakia 7 to 15
- Slovenia 7 to 15
- Sweden 7 to 12
- Austria 7 to 12
- Denmark 7 to 12
- Australia 7 to 12
- Canada 7 to 12
Please note that during extremely busy seasons or during extraordinary events you may expect some limited delays.
During the Coronavirus pandemic we are experiencing delays of up to 0-4 days on express services and 3-10 days on regular services depending on the country
What is your processing time?
When we have stock of your product we process all orders within 24 to 48 hours during business days (Monday to Saturday).
When we first work with a product it may take between 1 to 4 business days to stock your first batch. Once you have consistent volume we will continue to order batches of inventory ahead without you having to worry about it. However, please keep us in the loop with your marketing activities so we know when to scale up or scale down our ordering.
What are your working hours?
We fulfill orders from Monday to Saturday except on national Chinese holidays when our couriers do not operate.
We typically respond to all client communications Monday to Saturday and urgent issues on Sundays. However, please allow us for up to 24 hours to respond to questions.
Do you hold inventory for your clients?
Yes. In fact that is how we achieve faster efficiency than other agents - we purchase inventory in bulk given your current and projected daily orders so we can fulfill as fast as possible as your orders come in
Do your shipments have tracking?
Yes, we only use shipping services that provide accurate tracking details. Non-trackable shipping methods, though cheaper are high unreliable and we do not believe they provide a good enough experience for your customer
Can customers return to you?
While it is possible, they would have to return to our China based warehouse which is typically extremely expensive and may take a very long time. We suggest that you have customers return to your own address or tell them to keep the product.
Are you accepting all client inquiries?
Due to very high demand for our services we have a waiting list for new quotes and are highly selective about who we work with. Fill out our form with as much information as possible and we will get back to you if you are a good fit.
Are there any products that you do not fulfill?
Generally we cannot send products that are over 60cm in length, batteries or battery packs by themselves, liquids over 100ml, or other hazardous materials
How can I be sure that the products you ship are high quality?
We always source from large, established factories with a strong track record, and make sure that they have in place proper QC (quality control) processes. Additionally, we conduct our own QC to ensure that the products we are shipping out are of high quality.
Sometimes though, especially for newer products on the market, there may be some unforeseen defects. In these cases please provide us your customer feedback and we will continue to iterate with our factory to ensure constant improvements to make sure you have the best version of the product currently on the market.
Do you accept paypal?
We can accept only one paypal payment if you want to pay us and get started instantly. Paypal is really not made to support high volume business and we require bank transfers. However, if you are in urgent need of getting started your first payment may be done through paypal.
Are you cheaper than aliexpress / other agents?
Maybe, probably not. We operate a high end service and have very high operational costs associated with our process and we charge a (reasonable) premium for our services.
If you are looking for the cheapest prices possible, then we are not a good fit. However, if you are looking for the best partner to help your business scale massively and care about quality, efficiency, and transparent communications, then we are the perfect fit.
Do you provide invoices?
Yes, we can provide invoices on past payments and / or order costs according to your local accounting needs.
However, please note that we do NOT provide invoices prior to your payment. It makes the fulfillment much less efficient and slows everything down.
Do you offer a private labeling?
Yes, we offer a whole range of private labeling support, including branded inserts, branded stickers, customized instruction booklets, custom packaging, and more. Pricing, lead time, and MOQ depends on exactly what you wish to do, but we consistently negotiate some of the best prices and production schedules for our clients.
Do you offer custom product development?
Yes, if you have a product of your dreams that you want to bring to the market we offer full end to end support from factory selection, to product development support, to manufacturing management. Pricing, lead time, and MOQ depends on exactly what you wish to do, but we consistently negotiate some of the best prices and production schedules for our clients.
What countries do you support?
Our preferred shipping partners support the following countries:
- United States
- United Kingdom
Other countries we may also support using various other shipping methods depending on individual needs.
What is your communications process?
For every client we create two dedicated skype groups:
- An account management group with native English speakers where you can discuss more complex matters, strategy, new products, etc.
- A shipping / fulfillment group directly with the fulfillment team where you can discuss order related issues directly with our fulfillment team on the ground
Do you offer any guarantees?
Our team prides itself on providing the best service in order fulfillment, and for your peace of mind we guarantee the following:
- Any products damaged or broken on arrival will be resent by us
- Any packages that are lost in customs will be resent by us
- Any packages that are completely lost in transit will be resent by us
What we do not guarantee:
- Packages lost because the buyer inputted their addresses incorrectly
- Packages lost / returned because the buyer refused the package for whatever reason and marked returned to sender
- Packages not deliverable because buyer was not able to receive the package after multiple attempts
- Products that become defective after prolonged usage
- Packages that arrive after the expected shipping time during periods of unexpected delays (logistics chain disruptions, extraordinary events, etc.)
Do you integrate with Shopify?
Yes, we will integrate with your Shopify store through an app so we can automatically see your orders coming in and update tracking numbers for you without you having to do anything.
When do you provide tracking numbers?
We only provide tracking numbers to you AFTER the order is processed and shipped out, unlike many other agents who might provide you tracking numbers long before the product is even shipped.
Can you recommend best-selling products for me?
No. We only work with high volume clients that we individual source and purchase products for. To protect their privacy we have a very strict policy of not recommending products.
Where are you located?
Our primary fulfillment center is based in Shenzhen, China with a secondary fulfillment center in Yiwu, China. Our client support team is based all around the world for 24/7 coverage in communications.
Contact our sales team.