❓ FAQ (Frequently Asked Questions)
We have compiled the most common questions from our clients to help you quickly solve doubts and improve cooperation efficiency. These questions cover order, payment, customization, production, shipping and after-sales service. If you have other questions not listed here, please contact our support team for assistance.
📦 Order & Payment
Q: Can I modify my order after submission? 📝 - A: You can modify the order (product quantity, specifications, customization requirements, shipping address, etc.) within 24 hours after submitting the order, provided that production has not started. Please contact our customer service team immediately to make changes, and we will update the order information for you and send a revised order confirmation email.
Q: What payment methods do you accept? 💳 - A: We accept multiple secure payment methods to meet the needs of different clients, including T/T (Telegraphic Transfer), L/C (Letter of Credit), PayPal, Western Union and credit card. The specific payment method can be negotiated according to the order amount and cooperation terms.
Q: Is there a minimum order quantity (MOQ) for your products? 📊 - A: The MOQ varies by product type. For standard promotional gifts (such as pens, notebooks, keychains), the MOQ is usually 100 pieces; for customized products (such as customized bags, electronic gifts), the MOQ may be adjusted based on customization complexity (usually 200 pieces or more). Please check the product page or consult our sales team for specific MOQ information.
✏️ Customization & Production
Q: What design files do I need to provide for customization? 🎨 - A: We recommend providing high-resolution design files in AI, PSD, PDF or EPS format, which can ensure the clarity of the printed pattern. If you only have a low-resolution image (such as JPG, PNG), our artwork team can help optimize it, but additional design fees may apply. Please also provide clear requirements for color, size and position of the pattern.
Q: How long does the customization and production take? ⏳ - A: The production time varies by product type, order quantity and customization complexity. For standard customized orders (small quantity, simple pattern), it usually takes 7-15 working days; for large-quantity or complex customized orders (large quantity, complex pattern or material), it may take 20-30 working days. We will confirm the exact production time when you place the order and keep you updated on the production progress.
Q: Can I get a sample before placing a large order? 📸 - A: Yes. We can provide a sample for your confirmation before mass production, which helps you check the product quality, design effect and material. The sample fee and shipping cost will be borne by you, and the sample fee can be fully deducted from the total order amount if you place a formal order within 1 month after receiving the sample.
🚢 Shipping & After-Sales
Q: Do you provide international shipping? 🌍 - A: Yes. We cooperate with DHL, FedEx, UPS, TNT and other well-known international logistics companies to provide fast and reliable global shipping services, covering more than 200 countries and regions. We can also arrange shipping according to your designated logistics provider if needed.
Q: What should I do if the received products have quality problems? ❌ - A: Please take clear photos/videos of the defective products (showing the problem and the order number) and contact our customer service team within 7 working days after receiving the goods. Our after-sales team will verify the problem within 2 working days and provide you with a solution (free repair, replacement, refund or partial compensation) according to our warranty policy.
Q: Can I cancel my order after production has started? ⛔ - A: For standard orders, if production has started, you need to bear the production cost incurred before cancellation (usually 30%-50% of the total order amount). For customized orders, the deposit is non-refundable, and you also need to bear the cost of raw materials and production already completed. We recommend that you confirm all order details before production starts to avoid unnecessary losses.
