When you initially place your order it will normally be placed on HOLD status. We place your order on HOLD until we collect all the information we need from you required to complete an order. We require the following:
A) We will collect and verify your shipping address. The Order you enter generates an estimated shipping cost. Depending on your exact address and the time of year the actual shipping may differ. Normally the difference is small. But your order is placed on hold until these details are finalized. Some countries, like Russia, are harder to ship to than others.
C) You should have an import licence to accept the goods. We will inquire about your import licence. If you do not have one, we will work with you to arrange an import company who will help you import the goods. There is a nomimal fee for this service. Please be patient as customers ahead of you in line may require additional assistance. Return customers typically dont have to do this step a second time. (Applicable only to bulk order – noted to sign with the seller to buyer agreement provided)
D) Inventory Check. Your order will be on HOLD status until we secure inventory from our factory. Inventory is shipped from our factory to our Shenzhen Warehouse every week. Once we are sure that the product you ordered is in the warehouse and ready for shipping, we will move to the next step.
After you place your order a sales associate will contact you to get all the necessary information we require in order to ship your product. You will be on hold until they are ready to move forward. When they are ready they will request that you provide them with information about your import company, your bank, and your operation.
Once your importing details are settled and once we secure your inventory in our warehouse, we will provide you with payment details. We will give you payment instructions and a final invoice. If you are waiting for payment instructions, the reason is typically that we are waiting for your inventory to arrive in the warehouse or waiting on securing a flight out for your product. We do not accept pre payment. We want to be 100% sure that when we accept your funds that we have the stock in our physical possession or can be allocated with the pre sales stocks inventory.
If you are a returning customer you will of course have the payment details. We cannot stop you from paying early. However, we think it is better that you wait until we ask you to pay especially on second order. That way we are sure we can ship within a few days. Once we have given you the go ahead to pay, and receive your funds we will start the next stage. If you pay before you are given instructions to pay, there is no assurance we have the product ready to go. Please wait to pay until you are instructed to pay. (Applicable if instocks – not applicable for pre-sale)
Once we have received your payment, we will mail you. We will then notify the warehouse that they can begin the process of shipping your order (instocks). With presale orders, wait for a call because one of our call center agents will call you regarding your ordered unit and we will verify your shipping details and other needed information especially for shipping. If you have any questions at this stage email [email protected]
Once we have received payment the warehouse will be notified that they can pack and ship your product( Not applicable on presale)
Once your order has left China and is in transit your status will be changed to “shipping”
Your order will enter the completed stage when your product is confirmed as delivered.
If you have any questions about this process please email [email protected]
Or you can enter a ticket on the ticket system.