How long an order takes
Two clocks run, and we quote them separately because mixing them is how agents end up promising four days and delivering fourteen.
- Processing: one to two working days from the moment an order is funded. That covers buying at the supplier, receiving at our warehouse, inspection and packing.
- Transit: the figure on your quote, counted from dispatch. It depends on the country and the shipping line, and it is on the rates screen in your portal per weight band.
Products with batteries, liquids or magnets travel on separate lines and take longer. You see that on the quote before you accept it, not after the first order sticks.
Tracking
Every shipment gets a tracking number, which we push back into your Shopify store so your own customer gets the shipping notification they expect. If a carrier stops scanning a parcel for more than seven days, we open an investigation without waiting for you to ask.
Import duty and taxes
Duty is charged to you, on its own line, on the quote and on the order. We never fold it into a product price or a shipping rate, because that is the single most common complaint about agents in this market and we would rather not earn it.
European Union. The €150 duty-free threshold ended on 1 July 2026. In its place the EU charges a flat €3 per product line on consignments worth €150 or less — per tariff heading on the customs declaration, not per unit. Ten of the same item in one parcel is €3; one shirt plus one watch is €6. Whether identical items are grouped onto one line depends on how the carrier declares the parcel, so the figure on your quote is the one our carrier actually files. This is a transitional rule and runs until 1 July 2028, after which normal tariff rates apply per product.
United Kingdom. The £135 low-value consignment threshold still applies at the time of writing; above it, duty and VAT are due on import.
United States. The $800 Section 321 de-minimis exemption ended for commercial shipments on 29 August 2025 and the suspension was made indefinite on 24 June 2026. Congress has repealed the exemption outright with effect from 1 July 2027. Duty is due on commercial imports regardless of value.
Rates and thresholds are set by customs authorities and change. We update the figure on your quotes when they do; we do not send a bill afterwards for a change we failed to pass on in time.
When something fails inspection
We photograph every order before dispatch. If units fail, the shipment stops and you get the photo and three choices in your portal:
- Re-source it. We buy the same product at another supplier. Usually a few days.
- Send it anyway. You have seen the photo and you are fine with it. It ships the same day.
- Refund it. The failed units go back onto your balance the same day.
Nothing leaves the warehouse while you are deciding, and we do not choose on your behalf.
Lost, damaged and undelivered
- Lost in transit. Declared lost once the carrier confirms it or after thirty days without a scan, whichever comes first. We reship or credit your balance, your choice.
- Damaged on arrival. Send us photographs within fourteen days of delivery. If the damage is consistent with transit or with something we should have caught at inspection, we cover it.
- Refused or unclaimed. Parcels refused by the recipient, or unclaimed at a pickup point, are generally destroyed by the carrier rather than returned — returning a single parcel from Europe to Shenzhen costs more than the goods. We do not charge you a second shipping fee for this, and we do not credit the goods.
- Wrong address. We validate addresses before buying and stop an order that does not validate. If an order ships to an address your customer gave wrongly, the reshipment is a new order.
Customer returns
We are your supplier, not your returns department. Returns from your customers go to an address you control in your own market; sending individual returns back to China is not economic and we will tell you so rather than quietly charging you for it.
If you need a return address in Europe or the United States, say so and we will tell you what we can and cannot arrange. We would rather be straight about the limit than sell you something that does not work.
What is not covered
- Delays caused by customs inspection, carrier backlog, weather or public holidays in either country. We will tell you what we know and chase it, but we do not control it.
- Products you asked us to ship after seeing them fail inspection.
- Duties, taxes or handling fees charged by the destination country.