Almost every China sourcing and fulfilment operator promises the same six things: factory-direct pricing, quality control, custom branding, fast shipping, no monthly fee and a dedicated contact. Those sentences are free to write, so they no longer separate anyone. What is scarce is the term underneath the sentence — the number of days, the definition, the evidence, the owner. This page is ours, in one place, so you can hold us to it or compare it against whoever else you are talking to.
| The question | Our answer, in writing |
|---|---|
| How long do I have to report a defect or damage? | 14 days from delivery. Send a photo of the problem and we resend the item. |
| What if I find it later? | We keep helping. It stops being automatic and becomes a case-by-case call, because at that distance wear and use are hard to separate from a fault. |
| Can I stop a resend once it is agreed? | Yes, for 24 hours. A chargeable resend is only ever created when you ask for one, we tell you the moment it goes out, and we can pull it back from the shipper within a day. |
| What does “we checked it” actually mean? | Checked against the approved specification, not glanced at. The definition is below. |
| What currency am I quoted in, and who carries the exchange-rate move? | One currency, yours. We carry the movement between quote and payment. |
| Who owns my order when it goes wrong? | We do, through to closure — and we name the stage, the owner, the next update and the evidence that closes it. |
| What happens to my stock if I leave? | Returned or disposed of on your instruction. Notice is a message, not a contract term. |
| Is there a minimum, a setup fee or a subscription? | No to all three for standard dropshipping. |
The word “QC” is on every fulfilment website in the market, and on its own it means nothing. Here is what it means here.
Where you gave us a product link — an AliExpress, Alibaba or 1688 listing — that listing is the reference. We check what the factory actually sent against it, so the thing your customer opens is the thing you sold. Variant substitutions are the single most common way a good product turns into a refund.
Visible damage, the included components and accessories, and the condition of the packing that has to survive an international leg. A product that is fine in the warehouse and broken on arrival is usually a packing decision, not a factory one.
If you know your product fails in a particular way — a seam, a hinge, a coating, a colour that drifts between batches — tell us and it goes on the check for your account. This is the part most sellers never use, and it is the part that pays.
After a while on a product we know where it goes wrong without being told. That knowledge is account-specific and it is a genuine reason a longer relationship gets a better failure rate than a first order does.
The clock runs from delivery, not from the day your customer opens the box — so the useful habit is asking for a photo at the first complaint rather than at the third message.
| Situation | What we need | What happens |
|---|---|---|
| Damaged, defective, wrong or incomplete | A photo or short video showing the problem, within 14 days of delivery. Keep the packaging where the damage might be transit damage. | We resend. On a confirmed fault on our side you choose resend, account credit or refund. |
| Parcel lost in transit | Nothing from you at first — the carrier evidence is ours to chase. | Once loss is confirmed against the route terms, free reshipment or refund, before your customer has to escalate. |
| Delivered but not received | The address as supplied, and anything the recipient can tell you about the local delivery. | We request proof of delivery from the carrier and tell you what it does and does not prove. A scan is evidence, not a handover. |
| Reported long after delivery | The same evidence, plus what the product had been through. | Handled case by case. We would rather say that plainly than publish a promise we would quietly not keep. |
What to send for each situation, stage by stage, is set out in the Order Issue Centre. What can still be changed, and when it stops being changeable, is on the same page.
You are quoted and invoiced in one currency and that is the number you pay. We carry the exchange-rate movement between the quote and your payment rather than repricing you for it, and we hold a quoted number as long as we genuinely can when freight or factory costs move. If a cost moves far enough that we cannot hold it, you hear that before you order, with the reason — not afterwards on an invoice.
No surcharge on USD, EUR, GBP, CAD, AUD, NZD or SGD. Turkish lira and Hungarian forint carry a small surcharge, because conversion losses on those two are materially higher than on the rest. Payment is by Wise or bank transfer; if you need a different method, ask before you rely on it. Duty is inside the quote on our DDP routes, which is standard on the vast majority of destinations but not every one — where a route diverges we say so on the route.
How a quote is built, lever by lever →
The complaint sellers make about agents is almost never “the parcel was late”. It is that nobody owned the parcel while it was late. So the commitment is about ownership rather than about a ticket queue — there is no ticket queue here, and no 72-hour service desk.
You message a human on WhatsApp and a human answers. Across 704 client requests logged by both our client teams between 17 and 22 August 2026, the median first reply to a message arriving in working hours was 23 minutes, and 95% of all requests had a reply inside 24 hours. About one in five in-hours messages still took more than half a day, and a message arriving late at night is answered the next morning. The people who answer are the people who fix the order, because we are an agent and not a platform with a support layer bolted on.
The current stage, who owns it, when the next update comes, and what evidence will close it. We do not treat an acknowledgement as a resolution, and we do not reset a deadline because a message was sent.
Factories and most suppliers are closed at the weekend. Anything that needs a supplier gets a named working day rather than a vague “soon”.
The evidence. We cannot investigate a complaint we cannot see: a safe order reference, the current tracking event, what was expected versus what arrived, and a clear photo where the problem is physical. What a useful first report contains →
Sellers get locked into fulfilment relationships more often than they expect, so this is worth stating rather than leaving to a dispute.
| What | The term |
|---|---|
| Notice | Either side can end the relationship at any time with a message on WhatsApp or email. There is no notice period, no minimum term and no exit fee. |
| Orders in flight | Completed or refunded as agreed. We do not hold live orders hostage to a conversation about leaving. |
| Your stock | Inventory you have paid for and stored with us is returned or disposed of on your instruction. Outbound freight is at cost. |
| Your money | Any remaining prepaid balance is returned the same way it came in, once open orders are settled. |
| Your records | Your order and tracking history is yours; ask and we export it. A new agent inherits the quality of the last agent’s records, and thin records cost real money on a migration. |
| Our suppliers | Factory identities and the commercial relationships behind them stay with us. That is the honest position and it is the industry norm; anyone who tells you otherwise before you have discussed it is being loose with you. |
A standards page that only contains good news is marketing. These are the limits.