Help with your wholesale order
Order Issues & Returns
Keep the order reference, SKU, affected quantity and clear photos of the product and packaging. Send those details through the contact page so the reported issue can be matched to the confirmed order.
Confirm the resolution first
Returns, replacements and other remedies depend on the agreed sales terms and the specific issue. Request return instructions before shipping goods back. This page does not create an automatic return window or a blanket refund promise.
How issues are handled in practice
The orderly order process — confirmed quotation, agreed specifications, pre-shipment inspection and clear packing records — is what makes an issue resolvable instead of disputed. When something is not right, your account manager matches the reported problem to the exact production batch and order file, then agrees the remedy with the factory: replacement on a following shipment, credit, or another solution under the confirmed terms. Because we work daily inside the Chenghai manufacturing cluster, factories are reachable the same day and corrective action — including reworked production — is faster than long-distance, multi-party supply chains allow.
How buyers help us help them
Report issues promptly with the order reference, SKU, affected quantity and photographs of the goods and carton labels; retain the goods and packaging until instructions are confirmed. For retail batches, note whether the issue is isolated or repeated across inner cartons. This is the same routine our long-term export customers have used for over 20 years, and it keeps a rare quality event from becoming a commercial one.
Returns questions
Order issues.
Is there a standard return window?
Rather than an automatic blanket window, remedies are agreed under the sales terms for the specific order. Contact the team with the order reference and details as soon as an issue is identified.
Who pays for return shipping?
This depends on the nature of the issue and the agreed terms; it is confirmed in writing before any goods are shipped back, so never return goods without instructions.
Can replacements be sent with my next order?
Often yes — including agreed replacements in the next production or shipment is a common, efficient solution, particularly for repeat buyers with standing orders.