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Frequently Asked Questions

Our head office and main warehouse are in XinXiang, Zhengzhou. We also have a Shenzhen location (primarily used for freight forwarding) and 3PL warehouses around the world.

Yes, our MOQ is based on the supplier's MOQ. As we purchase from wholesalers, most of them have a MOQ of 3+. To check your supplier's MOQ, please see our list of suppliers. If your product is not listed, you may submit a sourcing request here.

Official business hours are 09:00-18:00 Monday-Saturday, Beijing time. We fulfil orders on a regular basis outside these hours except for national Chinese holidays when our couriers do not operate. We typically respond to all clients during our business hours and sometimes out of hours, although please allow up to 24 hours for a response.

Sometimes, it depends on quite a few factors. At times we can beat them by $1 or $2, whereas some products will be much more expensive. Generally, we do not attempt to beat or even compete with Aliexpress as we offer a much, much higher level of service. If we are able to offer you better pricing than Aliexpress, consider it a bonus.

Yes, our app currently supports Shopify and Woocommerce, although we do have other options that support many more platforms outside of our app. More support will be added in time.

Facebook Messenger is used as the default of our clients on the free service. For any paid subscriptions, clients are onboarded via Slack which is a versatile, powerful but very user-friendly platform that allows you to manage and integrate with other platforms via API connections. You can invite any team members you may have to collaborate with the Honest FulPhilment team.

Currently (Q1 2022), we have a capacity of 8000 daily orders, although we have yet to send out that many orders in any one day. We always try to have at least double capacity for scalability.

Payments

Yes, every transaction has a detailed invoice which you can use to help legitimise your business. Be that providing proof to payment processors, ad accounts, or anything else.

No, we will not place any orders or dispatch any products unless your balance is positive.

We currently accept PayPal, Wire/ACH and credit cards). Fees for the respective methods will be charged on top.

Returns

Yes, orders can either be returned to our China-based warehouse, or one of our partner warehouses overseas. Please note, however, we don’t recommend your customers return products to China as it’s costly, slow and also subject to custom and duty charges which will be billed to your account.

Yes, orders can either be returned to our China-based warehouse, or one of our partner warehouses overseas. Please note, however, we don’t recommend your customers return products to China as it’s costly, slow and also subject to custom and duty charges which will be billed to your account.

Shipping

We do indeed, which is the main advantage of using a fulfilment company as they can source and consolidate all items into a single order, saving you money and greatly improving your customer experience. If for any reason you’d like us to send it separately, we can do that too.

We use a multitude of lines, most of which are from the more reliable shipping companies. Examples are Yunexpress, 4PX, Yanwen, UBI, TNT, DHL, UPS, FedEx etc. We are always adding and testing new lines to help improve customer experience.

For sure! We have many clients who transitioned over to us from their manufacturers or wholesalers as they were either not experienced enough to manage fulfilment, or they just couldn’t keep up with the volume. View our pricing.

We can ship to almost every destination in the world, although there are quite a few which we do not recommend sending to as the logistics infrastructure in such countries is very poor. As a result, loss, damage and speed are unfavourable.

Yes, once dispatched, tracking numbers will be synced seamlessly. We do not generate or push tracking numbers before we physically dispatch as this skews data.

As long as you have inventory, we dispatch within 24 hours and in rare cases, during very peak periods, within 48 hours. If you do not have inventory and are operating on a dropshipping basis, the average sourcing time is 4-5 days after physically receiving your payment.

Of course, we highly recommend this route for high volume sellers. There are no additional fees for doing so, in fact, you can save a lot of time and money with processing times reduced to within 24 hours.

Yes, we only use trackable services unless for any reason you specifically request untracked (although this is not recommended).

Products

Yes, we can print any design and almost any size you like to include in your orders with a turnaround as soon as 2 days. This can all be done via our app.

If you have any further questions at all, our time will be happy to help. Please contact us directly for any further or specific queries. 

No, we are not a supplier, wholesaler or manufacturer. We mainly cater to experienced, higher volume clients or those who are ready to transition to a brand as a result of a long term, consistent and successful marketing campaign. If you would like to see the products which we have previously sourced or added to our marketplace, please see them here.

No, white powders, weapons and weapon accessories, liquids of 100ml+, foods and organisms, flammable/explosive and corrosive materials, counterfeit goods and the other obvious prohibited items cannot be sent out of China legitimately.

Yes, as default we inspect 20% of all products before being packed. Items found to have imperfections, be defective, or have aesthetic differences (colour, size, style etc) will be returned to the supplier and replacements requested. You will be informed of such occurrences so that you can keep your customers informed. We offer additional QC checks at an extra cost for bespoke requirements. Find out more about our QC service.

No, we take our customer’s privacy very seriously. Even though most of our clients are high volume brands and it would be difficult to replicate their success, we never disclose such data to anyone and is strictly confidential.

Yes, be it a simple private/white label logo change, improvement in design/quality of an existing product, or even a product or an idea you have in your mind designed from scratch, we can help you with it all, from the start to finish. Please note, however, that developing your own product is very costly and time-consuming within MOQs generally starting from 10k+ depending on the product characteristic and project complexity.

Yes, we can get your packaging designed and printed with logos and any other bespoke requirements you may have. Find out more about our branding service

Yes, we do offer both services, although they will not be ad ready. Find out more about our product photography services.

In most cases, yes, as long as you provide a URL, image, or detailed specs. We will be able to source it if it is available on the market. If not, there is always an option to develop, or somewhat replicate the product if it does not break any trademarks or copyright. You can submit a sourcing request here.

Frequently Asked Questions

If you have any questions about our services, pricing or anything else, please feel free to contact us