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Frequently Asked Questions

Find answers to common questions about our fulfillment services, shipping, packaging, and working with us.

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Who is your ideal client?
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We serve two main client profiles: Dropshippers looking for reliable fulfillment with fast shipping and dispute protection, and Brand owners who need factory sourcing, private labeling, and custom manufacturing capabilities. Whether you're processing 50 or 5,000 orders daily, our infrastructure scales with you. We particularly excel with clients who value communication and want a true partner rather than just a vendor.
Why work with a fulfillment partner based in China?
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  • Source advantage: Direct relationships with factories mean competitive pricing and quality control at the source.
  • Capital efficiency: Ship directly from production — no need to tie up cash in overseas inventory.
  • Flexibility: Test new products quickly without MOQ commitments. Scale winners without warehouse constraints.
  • End-to-end service: From product development to customer delivery, we handle the entire supply chain.
Where are your warehouses located?
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Our main operations are based in Yiwu, Zhejiang Province — strategically located near China's largest wholesale market and manufacturing clusters. We also operate a South China facility in Guangdong for electronics and specialized products. For US-bound orders requiring faster last-mile delivery, we integrate with US warehouse partners to enable 2-3 day domestic shipping.
Is there a minimum order volume to get started?
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We're flexible and evaluate each partnership individually. For dropshipping clients, we generally work with stores that have established order flow. For brand projects, MOQs depend on the product category and customization level — some items can start at just 100 units. The best way to find out is to reach out with your specific requirements and we'll let you know what's possible.
How do I track my inventory and orders?
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We previously used popular systems like Mabang (马帮) and Dianxiaomi (店小秘) for several years. However, we found these off-the-shelf solutions couldn't fully meet the unique demands of Dropshipping and fulfillment operations. So we made the decision to hire dedicated product managers and build our own warehouse management system (WMS) from the ground up — designed specifically around our clients' business workflows.

Now you get real-time inventory visibility, order status tracking, shipping updates, and performance reports — all accessible through our client dashboard. Our system syncs directly with your Shopify store for seamless automation. Brand clients particularly appreciate being able to see exactly what's in stock at any moment, and our system continues to evolve daily based on real operational feedback.
How long have you been in business?
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Our team brings over 6 years of cross-border e-commerce experience, with sourcing specialists who have 10+ years in the industry. We've processed millions of orders and built relationships with thousands of factories across China. This experience translates into faster problem-solving, better supplier negotiations, and a deep understanding of what makes fulfillment work smoothly.
What makes DropshippingLite different from other fulfillment providers?
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We've built our entire operation around the specific needs of modern e-commerce entrepreneurs:
  • Dedicated expertise: Our team lives and breathes cross-border fulfillment — it's all we do
  • Single-point solution: From sourcing to delivery, we handle the complete supply chain under one roof
  • Strategic location: Our Yiwu headquarters sits at the heart of China's manufacturing and logistics ecosystem
  • Bilingual support: Native English speakers combined with local Chinese expertise means nothing gets lost in translation
  • Radical transparency: Real-time inventory visibility, proactive communication, and honest pricing
  • Growth partnership: We scale with you — from your first order to your millionth
What services do you offer beyond basic fulfillment?
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We're designed to be your complete China supply chain partner:
  • Express fulfillment: Orders processed within 12 hours, shipped globally in 5-12 days
  • Product sourcing: Leverage our factory relationships to find and develop winning products
  • Quality control: Rigorous inspection before every shipment leaves our warehouse
  • Custom branding: From logo stickers to premium unboxing experiences
  • Inventory management: Real-time stock levels with automated reorder alerts
  • Dispute protection: POD retrieval and evidence automation for chargeback defense
  • Technology integration: Seamless Shopify sync and REST API for custom solutions
How do I know if my business is a good fit?
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We work best with businesses that have validated demand and are ready to scale:
  • Established dropshippers: Processing 10+ orders daily with proven products
  • Brand builders: Ready to move from generic sourcing to private label
  • Multi-channel sellers: Managing Shopify, Amazon, and other platforms
  • Growth-focused entrepreneurs: Looking for a partner, not just a vendor
If you're just starting out with fewer than 10 daily orders, we recommend building your order volume first. Once you've proven product-market fit, we're here to help you scale efficiently.
How does the onboarding process work?
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Once you decide to work with us, we assign a dedicated agent to handle your account. Your agent becomes your single point of contact for all fulfillment-related matters — from product sourcing and inventory management to order processing and shipping inquiries. The onboarding typically takes 1-3 days depending on your product complexity.
What communication channels do you support?
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We meet you where you are. Our team actively uses WhatsApp, Slack, Discord, Telegram, and email for daily communication. Most clients prefer creating a shared group chat where you can reach your agent instantly during business hours (and often beyond). Response time is typically within 30 minutes during China working hours.
What support do larger accounts receive?
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For high-volume clients, we provide an expanded support structure. You'll have a dedicated agent plus an assistant to ensure coverage and faster response times. Additionally, the team lead joins your communication group to provide oversight on complex issues and ensure service quality. This tiered approach means you always have backup support when you need it most.
What is the future direction of the dropshipping industry?
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The dropshipping landscape is evolving rapidly. With increasing requirements around payment processing, chargeback management, and platform compliance, the bar for running a successful dropshipping business is higher than ever. We're seeing more of our mature dropshipping clients gradually transition toward building their own brands. This shift offers better margins, customer loyalty, and long-term sustainability. We actively support this transition and encourage established dropshippers to explore our brand supply services when they're ready.
Do you recommend transitioning from dropshipping to brand?
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For clients with proven products and stable order volumes — yes, we strongly recommend considering the brand path. Building a brand gives you more control over quality, packaging, and customer experience. It also reduces dependency on trending products and creates defensible business value. Our sourcing team can help you find factories, develop custom packaging, and create a private label strategy. Many of our most successful clients started as dropshippers and evolved into brand owners with our support.
How do I get started with DropshippingLite?
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Getting started is straightforward:
  1. Initial consultation: Submit your inquiry and our team will reach out within 24 hours
  2. Business review: We'll discuss your products, volume, and specific requirements
  3. Tailored proposal: Receive a custom quote covering products, packaging, and shipping
  4. Onboarding: Connect your store, transfer inventory, and configure preferences
  5. Go live: Orders flow automatically — you focus on growth, we handle logistics
Most clients are fully operational within 3-5 business days of signing up. Your dedicated agent will guide you through every step.
What response times can I expect from your team?
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We pride ourselves on responsive, reliable communication:
  • Agent response: Within 30 minutes during China business hours (9AM-10PM CST)
  • Email inquiries: Same-day response, typically within 4 hours
  • Urgent issues: Escalation to team lead within 2 hours
  • After-hours: Messages queued and addressed first thing next day
For high-volume clients, we offer extended coverage to accommodate different time zones. Communication is the foundation of our service — we'll never leave you waiting.
Can you help source new products or suppliers?
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Absolutely — product sourcing is one of our core strengths. Our team can:
  • Find suppliers: Locate factories for specific products based on your requirements
  • Negotiate pricing: Leverage our volume and relationships for better rates
  • Arrange samples: Get product samples shipped to you or inspected on your behalf
  • Manage relationships: Handle ongoing supplier communication and quality monitoring
  • Develop custom products: Work with factories on OEM/ODM projects
Whether you're improving an existing product or creating something entirely new, our sourcing network has you covered.
What are your typical delivery times?
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Delivery times vary by destination and shipping method. For US customers, standard shipping averages 7-12 days, while premium express options can deliver in 5-7 days. European destinations typically see 8-15 days. We work with multiple carriers including YunExpress, Yanwen, DHL eCommerce, and 4PX — and we'll recommend the best option based on your product type, budget, and customer expectations.
Can customers tell that packages come from China?
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Not with our standard service. We use discreet shipping methods where tracking only becomes visible once the package enters the destination country. Your customers see familiar carrier names like USPS, Royal Mail, or Australia Post for last-mile delivery. The packaging contains no Chinese text or identifying marks. This approach significantly improves customer satisfaction and reduces "where's my order" inquiries.
How does tracking and delivery confirmation work?
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Every package ships with end-to-end tracking. Our system automatically uploads tracking numbers to your store and keeps records of all shipping documents. For dispute protection, we archive labels, customs declarations, and proof of delivery (POD) records. This documentation can be retrieved automatically via our API when you need to respond to chargebacks or customer inquiries.
Are there products you cannot ship?
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Most consumer products can be shipped, but there are restrictions. Prohibited items include: liquids over 500ml, hazardous materials, weapons, and counterfeit goods. Battery-powered products are generally accepted with proper packaging. We also have specialized channels for supplements and cosmetics that meet import compliance requirements. If you're unsure about a specific product, ask your agent — we've shipped almost everything and can advise on the best approach.
How should I handle customer returns?
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International returns to China are rarely practical due to cost. Most successful clients adopt a "keep it" return policy — offering partial refunds or sending replacements directly. For higher-value items, we can coordinate returns to our US warehouse partner. We're happy to share return policy templates and best practices that other clients have found effective for managing customer expectations.
What shipping speeds can I offer my customers?
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We offer multiple shipping tiers to match your business model:
USA 5-8 days (Express) / 7-12 days (Standard)
UK / Europe 5-8 days (Express) / 8-15 days (Standard)
Canada 5-10 days (Express) / 10-18 days (Standard)
Australia / NZ 6-10 days (Express) / 10-15 days (Standard)
Rest of World 7-15 days depending on destination
Our logistics team continuously optimizes routes to deliver the best possible speed at each price point.
How does direct-from-China shipping reduce my business risk?
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Fulfilling from China offers significant advantages for capital-efficient scaling:
  • 90% less capital tied up: No need to bulk-order inventory upfront — ship as you sell
  • Faster go-to-market: Test new products in days, not months waiting for inventory
  • Zero dead stock risk: If a product doesn't sell, you haven't bought 1,000 units
  • Flexible scaling: Handle demand spikes without warehouse constraints
  • Lower shipping costs: Our volume-based rates often beat local alternatives
Many successful brands use a hybrid approach — direct-from-China for testing and long-tail products, with local inventory for proven bestsellers.
Can I use my own branded packaging?
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Absolutely. We provide full custom packaging services — from simple logo stickers to complete branded unboxing experiences. This includes custom boxes, poly mailers, tissue paper, thank-you cards, promotional inserts, and branded tape. Our sourcing team can help you find packaging suppliers and manage the production. Minimum quantities apply depending on the packaging type.
What packaging tiers do you offer?
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  • Basic: Clean, neutral poly mailers or boxes — no Chinese markings, included in standard fulfillment
  • Branded: Your logo on boxes, mailers, or tape — reinforces brand recognition
  • Premium: Rigid gift boxes, magnetic closures, ribbon, tissue — creates memorable unboxing
  • Sustainable: Kraft paper, recycled materials, biodegradable options — for eco-conscious brands
  • Marketing inserts: Thank-you cards, discount codes, care instructions, QR codes — drives repeat purchases
Will my customers see Chinese text on packages?
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No — this is a standard part of our service. All customer-facing packaging is free of Chinese text. Products ship in neutral packaging or your custom branded materials. Shipping labels show only destination-country information. The goal is to make every delivery feel like it came from your own warehouse.
Can you remove origin labels or re-tag products?
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Yes. We offer processing services that include: removing original manufacturer tags and labels, attaching your custom brand tags, replacing care labels, and repackaging into your branded materials. This is especially popular for apparel and accessories where the unboxing experience matters. A small per-unit handling fee applies for these services.
How does your quality control process work?
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Quality control is integrated at every stage:
  • Supplier vetting: Factory audits and sample inspection before onboarding
  • Inbound QC: Every batch is inspected upon arrival at our warehouse
  • Pre-ship check: Individual order inspection before packaging
  • Photo documentation: Product photos captured for high-value orders
  • Defect tracking: Systematic logging to identify supplier issues early
For brand clients, we can implement custom QC checklists based on your specific product requirements. Quality issues are flagged proactively so you can decide on the best course of action.
Can you create a premium unboxing experience?
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Absolutely — we help brands create memorable first impressions:
  • Rigid gift boxes: Magnetic closure, embossed logos, custom inserts
  • Tissue & ribbon: Layered presentation that elevates perceived value
  • Thank-you cards: Personalized messaging that builds connection
  • Promotional inserts: Discount codes, QR codes, care instructions
  • Sustainable options: Eco-friendly materials for conscious consumers
  • Seasonal themes: Holiday-specific packaging for gift purchases
Our sourcing team can help design and produce custom packaging — or work with your existing designs. The unboxing experience often determines whether a customer becomes a repeat buyer.
Which payment methods do you accept?
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We support multiple payment channels to accommodate clients worldwide: PayPal, Payoneer, Wise (TransferWise), international bank transfers, and Alipay for clients in Asia. All major currencies are accepted. Your agent will help you set up the most convenient payment method based on your location.
How does the payment schedule work?
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We understand cash flow is crucial for growing businesses. New partnerships typically start with prepayment arrangements. As our relationship develops and we build mutual trust through consistent collaboration, long-term clients may apply for credit terms. Approved accounts can access a credit limit based on order history and account standing. Your agent will discuss available options once we've established a working relationship.
Can established clients get credit terms?
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Yes. We value long-term partnerships and offer flexible arrangements to trusted clients. After a period of successful collaboration, you can apply for a credit review. Approved clients receive a credit limit that allows for more flexible payment scheduling. The specific terms depend on factors like order volume, payment history, and account tenure. This is designed to support your growth while maintaining a healthy business relationship.
What's included in the quoted price?
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Our pricing is transparent and comprehensive. A standard quote includes: product cost, basic packaging, quality check, picking & packing, and door-to-door shipping. Premium services like custom packaging, label removal, or expedited shipping are quoted separately. No surprise fees — you'll always know the full cost before confirming an order.
Are there volume discounts available?
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Absolutely. Higher order volumes unlock better rates across product costs and shipping. Bundle orders (multiple items to the same address) also reduce per-package handling costs. We review pricing quarterly for active accounts and proactively offer improved rates as your business scales. Your agent can provide a volume-based rate card upon request.
How do I receive invoices and statements?
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We provide complete financial transparency:
  • Real-time dashboard: Track spending, order costs, and account balance anytime
  • Weekly statements: Detailed breakdown of all charges and transactions
  • Monthly invoices: Professional invoices for your accounting records
  • Export options: Download transaction history in CSV or PDF format
Need customized reporting for your finance team? Your agent can arrange specific formats and schedules.
Is there a deposit or setup fee?
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We keep it simple — no setup fees, no monthly minimums, no hidden charges. New accounts typically start with a modest prepaid balance to cover initial orders. As we build a working relationship, payment terms become more flexible. We believe in earning your business through service quality, not locking you in with deposits.
How do I connect my Shopify store?
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Connecting is straightforward. We provide a Shopify app that links your store to our fulfillment system. Once connected, new orders are pulled automatically and tracking numbers sync back to your store without any manual work. Your agent will walk you through the setup process — most clients are fully operational within 24 hours of starting the integration.
Is the fulfillment process automated?
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Yes — fully automated once set up. Orders flow from your store to our warehouse automatically. We process based on your configured preferences (shipping method, packaging, etc.) and push tracking updates back to your store. You can focus on marketing and customer service while we handle the logistics. You'll only hear from us if there's something that needs your attention.
Which e-commerce platforms do you support?
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  • Shopify: Native app with deep integration — our most popular platform
  • WooCommerce: Plugin-based integration for WordPress stores
  • Custom stores: REST API for any platform with webhook support
  • Marketplaces: Amazon MCF / FBA prep, eBay fulfillment
  • Multi-channel: Connect multiple stores and manage from one dashboard
Can I run multiple brands or stores?
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Yes, and this is very common among our clients. You can connect multiple Shopify stores, maintain separate product catalogs and packaging for each brand, and view consolidated reporting across all your businesses. Each store can have different shipping rules, packaging preferences, and even different communication groups with your agent team.
Do you offer API access for developers?
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Yes. For clients who need deeper integration or have their own systems, we provide full REST API access. The API supports order creation, inventory queries, tracking retrieval, and real-time webhooks for status updates. We also provide API endpoints for dispute evidence retrieval — useful for automating chargeback responses. Documentation and support are available for approved integration partners.
What technology solutions make your service unique?
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Our technology platform is purpose-built for e-commerce fulfillment:
  • Self-developed WMS: Built specifically for dropshipping and brand fulfillment workflows
  • Real-time sync: Inventory and order status updates reflected instantly
  • Smart routing: Automatic carrier selection based on destination and product type
  • Dispute automation: POD retrieval and evidence packaging for chargeback defense
  • Multi-warehouse logic: Intelligent order allocation across our facility network
  • Daily iterations: Our system evolves constantly based on operational feedback
We invest heavily in technology because we know it's the backbone of reliable fulfillment at scale.
Can I track everything from a single dashboard?
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Yes — our client dashboard provides a unified view of your entire operation:
  • Order management: View all orders, status, and tracking in one place
  • Inventory visibility: Real-time stock levels across all SKUs and warehouses
  • Performance analytics: Fulfillment speed, shipping costs, and efficiency metrics
  • Financial overview: Balance, transactions, and payment history
  • Issue tracking: After-sales requests and resolution status
  • Multi-store support: Switch between brands without logging out
The dashboard is designed to give you complete visibility without information overload.
What is your after-sales claim window?
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  • Regular products: All after-sales claims (except shipping issues) must be submitted within 14 natural days from the delivery date in our system.
  • Electronics (earphones, speakers, small appliances): The after-sales period is 7 days from delivery.
  • Shipping issues: Different timelines apply — see shipping delay policy below.
Please contact your agent and provide the required evidence before submitting any dispute.
What happens if my package is delayed or has no tracking update?
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Normal Countries (Most destinations):
  • If tracking doesn't update for 30+ days, you may apply for a refund or resend.
  • Application window: 30 days after the 30-day shipping period.
Special Countries (Brazil, Mexico, Chile, Colombia, remote islands):
  • If tracking doesn't update for 60+ days, you may apply.
  • Application within 30 days after the 60-day period.
Not eligible: Delays caused by incorrect address, buyer failing to pick up, or incorrect tax/ID information.
What if my package is returned to sender or marked undelivered?
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  • Overseas return shipping is not supported.
  • If the parcel is returned to our overseas warehouse, it can be re-delivered within the specified time, with a $7 re-delivery fee.
  • Please provide screenshots from the courier tracking system as evidence.
  • Time calculation starts from the shipping date in our system, not the order date.
What if my customer's package is damaged?
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Clear photos or videos are required.
  • Full Refund/Resend: If the product is severely damaged and unusable.
  • Partial Refund: For multi-item packages where only some items are damaged — only damaged items + corresponding shipping will be refunded.
  • Minor defects (small stains, loose threads that don't affect usage): Subject to negotiation with your agent.
What if the wrong item was shipped?
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  • Full Refund/Resend: If we shipped the wrong version/color/style/size without confirmation. Submit real product photos + outer packaging images as evidence.
  • Partial Refund: If only some items in a multi-product order are incorrect, or some parts/accessories are missing. We support resending missing parts or partial refunds.
What about fragile products (lamps, glass items)?
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Products Over $20/order:
  • Due to high damage risk and costs, no after-sales service is provided for breakage.
  • If we send the wrong item, we will arrange a replacement.
Products Under $20/order:
  • Only one-time after-sales service is provided:
  • If damaged: refund based on damage severity (confirm with agent)
  • If lost in transit: resend for free
  • Second after-sales request for the same item is not supported.
What situations are NOT covered by after-sales?
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We do not provide after-sales services in these cases:
  • Buyer provided wrong address or information
  • Buyer refused delivery or failed to collect on time
  • Customer request based on personal preference (dislike, change of mind)
  • Minor defects that don't affect product use (small scratches, packaging dents)
  • Customer failed to provide clear evidence (photos, videos, tracking screenshots)
  • Return requests without valid reason
How do I submit a refund or resend request?
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To initiate a claim, please contact your agent and provide:
  • Order number
  • Detailed reason (wrong size/color/item, product damaged, etc.)
  • Clear photo or video evidence
  • Tracking number screenshot (required)
Response time: We process requests and respond within 48 hours.

Note: If you insist on returning goods after being informed of the policy, you may incur customs or destruction fees, which we will not cover.
What about customs clearance issues?
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If customs detain the package due to infringement or violations, the buyer may be required to provide a sales website URL or other evidence to support clearance. In most cases, proper product declaration and compliant products pass customs without issues. Your agent can advise on customs-sensitive categories.
Are there shipping method limitations I should know about?
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Yes, some shipping lines have limitations:
  • Some methods become untrackable when orders arrive at certain regions — we cannot accept disputes in such cases.
  • Not recommended for US, UK, CA, AU, FR, DE, BR:
    • China Post Registered Air Mail
    • HK Post
  • DHL: Remote addresses will incur additional costs.
  • Volume-weighted shipping may apply to oversized items.
Contact your agent for shipping method recommendations based on your destination.
What guarantees do you offer?
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We stand behind our service with concrete commitments:
  • Order accuracy: 99.5%+ packing accuracy — we cover costs for any errors we make
  • Processing speed: In-stock orders processed within 12 hours
  • No inventory loss: Your stock is insured while in our warehouse
  • Quality assurance: Every order inspected before shipping
  • Transparent communication: Proactive updates on any issues or delays
  • Fair resolution: Clear policies and reasonable approach to disputes
We're in this for long-term partnerships. Our reputation depends on delivering consistently excellent service, and we take that responsibility seriously.

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Orders/Month

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Countries Served

7-10

Days Avg. Delivery

24/7

Support Available

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