Frequently asked questions

Your suppliers deliver to our warehouse at no cost to you. We receive and log the goods, then hold them for up to 180 days from the arrival date — no rent, no minimum volume, no expiry games. If your goods need to stay longer we contact you before day 180 to agree a paid storage plan, and you can also collect the goods yourself.

No minimum order and no minimum storage volume. A single carton and a full container are handled the same way. Freight rates per kilogram are naturally higher at small volumes — that is how shipping works, not a policy choice — but we never penalise a small client with a handling surcharge.

Carton count against your PO, visible condition and packaging, and photographs of the goods and labels. We flag any discrepancy the day it is found. Deeper inspection — opening cartons, function testing, AQL sampling — is available on request and quoted before we do it.

Yes, and this is common. You can ship part of your stock and keep the balance in our warehouse at no charge for the first 180 days. Many clients use this to test a market with a small quantity before committing to a full container.

Door to door: express 5–9 days, air 8–15 days, sea LCL 28–45 days, sea FCL 24–40 days, rail into Europe 22–32 days. These are working estimates excluding peak-season delays. If you have a fixed delivery date, tell us in your first message and we will work backwards from it.

Air and express charge on whichever is greater: the actual weight, or the volume divided by a divisor (normally 5000 or 6000 for air freight, depending on the carrier). Dense goods are charged on actual weight; light, bulky goods are charged on volume. This is why we ask about carton dimensions — it often matters more than the weight on the scale.

Yes. We deliver to Amazon FBA facilities, your own warehouse or third-party fulfilment centres in most countries. Just give us the facility code and the receiving appointment requirements — some Amazon sites require bookings made by the shipper rather than the consignee.

Yes, and we recommend it for high-value goods. We arrange cover and handle the claim end to end. Be aware that damage claims are frequently declined when packing was inadequate — which is why we photograph goods at every stage and recommend the right protection before loading.

We tell you as soon as we know, with the reason and your options — wait, reroute, upgrade the mode, or split the shipment. Where the delay is within our control we absorb the cost of fixing it. Where it is not (weather, port congestion, customs discretion), we give you options and their costs so you can decide rather than discover.

DDP means we handle shipping, clearance and duty, so the quoted price is the landed cost — nothing more to pay when the goods arrive. DDU is cheaper up front but duty and tax are billed to you at the door, which is risky if you cannot clear it quickly. FOB means responsibility transfers at the origin port. For SMEs without an import licence or VAT/EORI registration, DDP is almost always the right answer. Tell us your destination and we will recommend one.

For most shipments: your company details, consignee address, a packing list with quantities and values, and an invoice. For restricted goods: additional safety documentation (UN38.3, MSDS, magnet reports, fumigation certificates). We will send you a precise list for your specific shipment — you do not need to work it out yourself.

We declare the true commercial value. Under-declaring to reduce duty is a criminal offence in most jurisdictions, invalidates insurance, and exposes you to retrospective assessment plus penalties. We will not do it. If your goods are genuinely under a preferential tariff threshold, we will tell you how to claim it properly.

We handle it — you should not be the one chasing. We deal with the customs authority, provide any additional documentation required, and update you on what we know and what it is costing. In DDP shipments we are the importer of record, which means the enquiry comes to us, not to you.

Yes, through dedicated channels with the required documentation — UN38.3 test summaries, MSDS, battery letters, magnet test reports and fumigation certificates. Rules depend on the exact product and destination, so we assess every shipment individually. Send us the product description and we will tell you whether it is shippable, by which route, at what cost and in how many days.

Often, no. Small electronic toys frequently contain cells the supplier does not consider relevant. Misdeclared batteries are one of the most common reasons shipments are refused at loading or seized. We verify what is actually inside where the risk is significant — and if a misdeclaration turns up, we tell you before it becomes your problem at the port.

No. Counterfeit goods, unauthorised branded products, and anything requiring a false customs declaration are refused before you pay us anything. This is not negotiable and we will give you a clear answer in writing.

Only with genuine safety/collectible status, correct destination-country compliance documentation, and where required an authorisation letter. We assess these case by case and decline the borderline ones. If you are unsure whether your product qualifies, ask before ordering — not after.

We confirm the business exists and is trading, and that it matches what it claims — business licence, trading history, production capacity, and where the value justifies it, an on-site audit with a written photo report. We check before you pay, not after. You receive the verification result whether or not you proceed.

Yes. Many Chinese suppliers will not accept foreign cards or international transfers. We settle the RMB payment and bill you separately, with the supplier's receipt available for your records. The service fee for this is quoted as a percentage of the settled amount, agreed before we start.

Yes, and for a first order in the toy category it is usually the cheaper way in. Chinese factories already hold thousands of public moulds (finished, in production, orderable) and white models (unpainted base casts you finish yourself or have painted). There is no tooling fee because the mould already exists, MOQ starts at 100 units, and first production runs 20–30 days. One thing to be clear about: a public mould stays with the factory and is not exclusive to you — another buyer may order the same shape. If you need exclusivity, that means tooling your own mould, which is a separate cost and lead time. See Toy public moulds & white models.

No. We do not take commission from suppliers and do not mark up their prices. If we negotiate a better price for you, the saving is yours — it costs us nothing to pass it on, and it is the only arrangement that keeps us on your side of the table. This is written into our terms.

Yes — this is where procurement support begins. We identify the right production clusters for your product, shortlist candidates, and quote comparable options side by side so you can compare price, MOQ, lead time and risk. For toys in particular we work directly from the Guangdong production clusters, which is a different conversation from searching a generic B2B platform.

Within one business day for quotes, Mon–Sat 09:00–18:00 GMT+8. During Chinese public holidays — particularly Chinese New Year and Golden Week — response is slower and freight schedules are disrupted. We publish holiday timing in advance on the site so you can plan around it.

One named contact owns your order from quote to delivery. You will not be passed between departments. If something goes wrong you raise it once, with one person, and they resolve it — rather than explaining your situation again to each new person you speak to.

Use the tracking page with your tracking or reference number. Note that carrier scans can lag 24–72 hours behind reality, particularly for sea freight and for customs holds — a lack of new scans does not always mean there is a problem. If a shipment has been quiet longer than that, contact us and we will check directly.

Yes. We are happy to sign a mutual NDA before discussing your products, supplier relationships or volumes. Where your supplier requires it as a condition of dealing with them, we will sign theirs.

That is completely fine — plenty of clients use us for a single trial shipment and some of them come back, some do not. We do not penalise one-off orders and we do not put minimum-volume pressure on you. If we are not the right fit for your one-off, we will say so and point you elsewhere.