Question 1

What is your minimum order quantity (MOQ)?

Accepted Answer

We offer great flexibility with our minimum order quantity (MOQ). For our standard products available in existing colorways, there's no MOQ – you can order as little as 1 piece. This allows you to easily test our product quality or fulfill specific customer requests without a large inventory commitment. For customized colors or designs, MOQs may vary, so please contact our sales team for details. While we welcome orders of any size, we do offer attractive tiered pricing for bulk orders, typically starting at 100 units. Our team is always ready to discuss your specific needs and find the most suitable and cost-effective solution for your business.

Question 2

Can I order a sample before placing a bulk order?

Accepted Answer

Yes, we encourage ordering samples before committing to a bulk purchase. You can order a single unit of any of our standard products as a sample with no minimum quantity requirement. This allows you to thoroughly assess our product quality, materials, and craftsmanship. Sample orders are processed quickly and usually ship within 1-3 business days via express courier. While sample prices are the same as our regular unit prices, we offer a special discount: the cost of up to two samples will be deducted from your first bulk order exceeding $5,000. For customized samples, additional fees and production time may apply. Please contact our sales team for more details on sampling options and to place your sample order.

Question 3

How long does it take to process an order?

Accepted Answer

Our order processing time varies depending on the order size, customization requirements, and current production schedule. For standard orders of 100-500 units, our typical production time is 30-45 days after receiving the deposit and confirming all specifications. This timeframe includes material procurement, production, quality control, and packaging. For larger orders of 500+ units, please allow 45-60 days. Custom orders or those requiring special materials may take an additional 15-20 days. During peak seasons (usually April to August), processing times may extend by 10-15 days. We offer a rush order service for urgent needs, which can reduce production time by up to 30%, subject to our current capacity and a rush fee. Throughout the process, our production team provides weekly updates on your order status. We always strive to meet or beat these timelines without compromising on quality.

Question 4

Do you offer customization options?

Accepted Answer

Yes, we offer a wide range of customization options to ensure our roof top tents meet your specific needs and brand requirements. Our standard customization options include custom colors for the tent fabric and rain fly, with a choice of over 20 colors at no additional cost. We can also add your logo or design to the tent sides or rain fly using high-quality, weather-resistant printing or embroidery techniques. For more extensive customizations, we offer options such as custom zippers, window shapes, interior layouts, and even completely bespoke designs. These advanced customizations may require a minimum order of 500 units and additional lead time of 20-30 days. We also provide OEM/ODM services for clients looking to develop their own unique product line. Our experienced design team can work with you to create 3D models and prototypes before full production. All customizations undergo rigorous quality testing to ensure they meet our high standards for durability and performance.

Question 5

What info do I need to provide when ordering?

Accepted Answer

When placing an order, please provide the following essential information: your company's full name and billing address, the shipping address (if different), contact person's name, email, and phone number. Specify the product model(s) you're ordering, quantity for each, and any customization requirements (if applicable). Include your preferred shipping method and any target delivery date. If you have specific packaging or labeling needs, please mention those as well. For international orders, we'll need your company's tax ID or registration number for customs purposes. If you're a new customer, please also indicate your preferred payment method. Our sales team may request additional information based on your specific order details to ensure we meet all your requirements accurately and efficiently.

Question 6

Can I make changes to my order?

Accepted Answer

We understand that circumstances can change, and we try to be as flexible as possible with order modifications. Minor changes, such as small quantity adjustments or shipping address updates, can usually be accommodated within 7 days of order placement without any additional fees or impact on the delivery timeline. For more significant changes, such as product specifications or large quantity adjustments, we can typically accommodate these within 14 days of order placement, but they may incur additional fees and affect the delivery timeline. Changes requested after these periods are evaluated on a case-by-case basis, depending on the production stage. Once production has begun, major changes may require cancellation and reordering, which could result in loss of deposit or rebilling. To avoid any issues, we encourage you to carefully review and confirm all order details before placement. If you anticipate potential changes, please communicate this to our sales team as early as possible so we can plan accordingly and offer the most flexible solutions.

Question 7

Do you have a reorder process for repeat customers?

Accepted Answer

Yes, we have a streamlined reorder process for our valued repeat customers. To place a reorder, simply contact your dedicated account manager with your previous order number or product details. Our system will quickly retrieve your order history, making the process faster and easier. Repeat customers enjoy several benefits, including expedited processing, potential loyalty discounts, more flexible MOQs, and priority production slots during peak seasons. We maintain detailed records of your past orders, including any customizations, ensuring consistency across all your purchases. For even greater convenience, we offer the option to set up standing orders or blanket purchase agreements for regular, scheduled deliveries. If you need any modifications to your previous order, our team will be happy to accommodate them efficiently.

Question 8

What's your policy on order cancellations?

Accepted Answer

We understand that circumstances can change, so we've designed our cancellation policy to be as fair and flexible as possible. For standard orders, cancellations made within 24 hours of order placement are accepted without penalty. Between 24 hours and 7 days after placement, a 10% cancellation fee applies to cover administrative costs. After 7 days or once production has started, orders generally cannot be cancelled and may require full payment. However, we're always willing to discuss alternatives such as order postponement or modifications. For custom orders or large volume purchases, cancellation terms may be more restrictive and will be clearly communicated at the time of order placement. We strongly encourage open communication – if you're considering cancellation, please contact us as soon as possible to explore your options. Our goal is to find a solution that works for both parties while maintaining our commitment to efficient operations.

Question 9

How is your pricing structured for bulk orders?

Accepted Answer

Our pricing is tiered based on order quantity, offering better rates for larger volumes. We have standard price breaks at 100, 500, 1000, and 2000+ units. For orders below 100 units, we offer our regular retail pricing. Bulk orders over 2000 units may qualify for additional discounts, which we can discuss on a case-by-case basis. We also consider factors such as order frequency and long-term partnerships when structuring prices. For the most accurate and up-to-date pricing, please contact our sales team with your specific requirements. We're committed to providing competitive pricing while maintaining our high-quality standards.

Question 10

What payment methods do you accept?

Accepted Answer

We accept a variety of payment methods to accommodate our global clientele. For international transactions, we primarily use wire transfers (T/T) due to their security and efficiency. For domestic orders or smaller international purchases, we also accept PayPal and major credit cards (Visa, MasterCard, American Express). For large orders, we can arrange for Letter of Credit (L/C) payments. Cryptocurrency payments in stable coins are available upon request for tech-savvy clients. First-time buyers are typically required to pay a 30% deposit, with the balance due before shipment. Established customers may qualify for more flexible payment terms. Please discuss your preferred payment method with our finance team to find the best option for your order.

Question 11

Do you offer any discounts for large orders?

Accepted Answer

Yes, we offer attractive discounts for large orders. Our standard volume discounts start at 100 units and increase at 500, 1000, and 2000+ units. For orders exceeding 5000 units, we can discuss custom pricing structures. We also run seasonal promotions and offer loyalty discounts for repeat customers. New customers placing large initial orders may qualify for introductory discounts. Additionally, we offer discounts for early payment and for customers who commit to long-term contracts. Bundle discounts are available when ordering multiple product lines. To get the most up-to-date information on available discounts and to discuss how they apply to your specific order, please contact our sales team.

Question 12

In what currency do you price your products?

Accepted Answer

Our standard pricing is in US Dollars (USD) as it's widely accepted in international trade. However, we understand the importance of currency flexibility for our global customers. Upon request, we can provide quotes in Euros (EUR) or Chinese Yuan (CNY). For other major currencies, we can discuss options based on your needs. Please note that when quoting in currencies other than USD, we may use a slightly higher exchange rate to account for potential currency fluctuations. For long-term contracts, we can discuss pricing in your preferred currency with periodic adjustments to account for significant exchange rate changes. Always confirm the currency and any applicable exchange rates when placing your order.

Question 13

Are there any additional fees?

Accepted Answer

While we strive for transparent pricing, there may be additional fees depending on your specific order and requirements. The quoted product price includes standard packaging. Additional fees may apply for customizations, special packaging requests, or rush orders. Shipping costs are calculated separately based on your chosen method and destination. For international orders, import duties, taxes, and customs fees are the responsibility of the buyer and are not included in our pricing. We can provide landed cost estimates upon request. Certain payment methods may incur transaction fees. For orders requiring special certifications or testing, these costs will be itemized separately. We always provide a detailed quote including all applicable fees before finalizing any order to ensure full transparency.

Question 14

How long are your price quotes valid?

Accepted Answer

Our standard price quotes are typically valid for 30 days from the date of issue. This timeframe allows you to make informed decisions while protecting us from significant market fluctuations. For large orders or those with extended lead times, we may offer longer validity periods, usually up to 60 days. During periods of high market volatility or for quotes in currencies other than USD, the validity period might be shorter. We always clearly state the expiration date on our quotes. If you need more time to consider the quote, please let us know, and we'll do our best to accommodate your needs. For long-term contracts or recurring orders, we can discuss fixed pricing agreements with periodic review clauses to ensure fair pricing for both parties.

Question 15

Do you offer credit terms for regular customers?

Accepted Answer

Yes, we offer credit terms to our established customers with a proven track record of timely payments. New customers typically start with prepayment or deposit terms. After 3-5 successful transactions and a satisfactory credit check, we can discuss offering Net 30 terms. For larger accounts or long-standing relationships, we may extend terms up to Net 60. The credit limit depends on factors such as order volume, payment history, and overall business relationship. We also offer early payment discounts for customers on credit terms. To apply for credit terms, please contact our finance department. They will guide you through the application process, which includes providing trade references and financial statements. We review credit terms annually to ensure they continue to meet both our customers' needs and our risk management policies.

Question 16

How do you handle currency risks in long contracts?

Accepted Answer

For long-term contracts, we recognize the importance of managing currency fluctuation risks for both parties. We typically offer fixed pricing in USD for periods of 6 to 12 months, depending on the contract size and market conditions. For contracts extending beyond this period, we include clauses for periodic price reviews, usually quarterly or bi-annually. These reviews take into account significant currency fluctuations (typically over 5%) and changes in raw material costs. We may use forward contracts or other financial instruments to hedge against currency risks for very large, long-term agreements. In some cases, we can agree on a pricing model that shares the currency risk, such as adjusting prices within a predefined range based on exchange rate movements. We're always open to discussing the best approach to manage currency risks in a way that's fair and transparent for both parties.

Question 17

What shipping methods do you offer?

Accepted Answer

We offer a range of shipping methods to suit various needs and budgets. For large orders, we primarily use sea freight, offering both Full Container Load (FCL) and Less than Container Load (LCL) options. Air freight is available for faster delivery, especially suitable for mid-sized urgent orders. For smaller orders or samples, we use express courier services like DHL, FedEx, and UPS. We can also accommodate special requests such as rail freight for certain routes or combined sea-air services for a balance of cost and speed. Our logistics team will recommend the best shipping method based on your order size, destination, timeline, and budget. We work with reliable shipping partners to ensure competitive rates and reliable service for all methods.

Question 18

How long does shipping typically take?

Accepted Answer

Shipping times vary depending on the method and destination. Sea freight typically takes 15-45 days, depending on the route. East Asian ports might receive goods in 15-20 days, while destinations in Europe or the Americas can take 30-45 days. Air freight usually takes 3-7 days, including customs clearance. Express courier services for samples or small orders generally deliver within 3-5 business days to most global destinations. These are general estimates; actual transit times can be affected by factors such as customs procedures, port congestion, or unforeseen events. We provide detailed estimated transit times when you place your order and offer real-time tracking for most shipments. For time-sensitive orders, we can discuss expedited shipping options to meet your deadlines.

Question 19

Do you handle customs clearance?

Accepted Answer

We provide comprehensive support for customs clearance, but the final responsibility typically lies with the importer. We prepare and provide all necessary documentation for smooth customs clearance, including commercial invoice, packing list, certificate of origin, and any required product certifications. For select destinations and depending on the agreed Incoterms, we can arrange for customs clearance on your behalf through our network of customs brokers, although additional fees may apply. We're experienced in international shipping and can advise on harmonized system (HS) codes and other customs requirements. However, payment of import duties, taxes, and any local fees remains the responsibility of the importer. We recommend working with a local customs broker for complex regulations or if you're new to importing. Our team is always available to provide information and support throughout the customs clearance process.

Question 20

How do you package the products for shipping?

Accepted Answer

We take great care in packaging our roof top tents to ensure they arrive in perfect condition. Each tent is individually wrapped in protective plastic and placed in a sturdy cardboard box with custom-fit foam inserts to prevent movement and protect against impacts. For sea freight, these boxes are then loaded into containers with additional padding between units. For air freight or courier shipments, we use reinforced cartons and may add extra outer packaging for added protection. All packaging materials are chosen for their durability and ability to withstand various shipping conditions. We can accommodate special packaging requests, such as custom labeling, palletization, or crating for extra protection. Our packaging also includes clear handling instructions and any necessary warning labels. For bulk orders, we optimize packaging to maximize container space while ensuring product safety. We regularly review and improve our packaging methods based on feedback and shipping performance to minimize the risk of damage during transit.

Question 21

Can you ship to multiple addresses?

Accepted Answer

Yes, we can arrange shipments to multiple addresses to accommodate your distribution needs. This service is particularly useful for dropshipping arrangements or if you have multiple warehouses or retail locations. For large orders going to different addresses, we can split the shipment at our warehouse and coordinate individual deliveries. This may involve using different shipping methods optimized for each destination. Additional charges may apply for split shipments, depending on the number of destinations and the complexity of the logistics involved. We require all delivery addresses and any specific instructions (like delivery time preferences) at the time of order placement to ensure efficient planning. Our logistics team will provide a detailed breakdown of shipping costs and estimated delivery times for each destination. For regular multi-destination orders, we can set up a streamlined process to make future orders more efficient.

Question 22

What happens if products are damaged?

Accepted Answer

We take product damage very seriously and have procedures in place to handle such situations efficiently. If you receive damaged goods, it's crucial to document the damage immediately. Take clear photos of the damaged items and packaging before unpacking further. Contact our customer service team within 48 hours of receipt, providing your order details and the documentation of damage. We'll initiate a claim process with the shipping company and our insurance provider. Depending on the extent of damage and the shipping terms, we'll arrange for either a replacement shipment, repair, or refund. In most cases, we'll ship replacement items before the claim is fully processed to minimize disruption to your business. For partial damage to a large shipment, we can often send replacement parts or units for just the affected items. We continuously analyze damage incidents to improve our packaging and shipping methods. Our goal is to resolve any damage issues quickly and to your satisfaction.

Question 23

Do you offer door-to-door delivery?

Accepted Answer

Yes, we offer door-to-door delivery services for most destinations worldwide. This comprehensive service includes picking up the goods from our warehouse, handling all shipping logistics, managing customs clearance, and delivering directly to your specified address. It's designed to provide a hassle-free experience, especially beneficial for clients unfamiliar with import procedures or those preferring to focus on their core business activities. The cost for door-to-door service is higher than standard shipping options as it includes customs brokerage fees and last-mile delivery. This service is available for both small courier shipments and larger freight orders. We partner with global logistics providers to ensure reliable service and real-time tracking. While we strive to offer door-to-door delivery everywhere, some remote locations might require alternative arrangements. When you choose this option, we'll provide a single, all-inclusive price and handle all the complexities of international shipping on your behalf.

Question 24

How do you handle shipping delays?

Accepted Answer

We understand the impact shipping delays can have on your business, and we have robust processes to manage and mitigate them. We closely monitor all shipments and proactively communicate any significant delays. If a delay occurs, our logistics team immediately investigates the cause and works on solutions. For minor delays (1-3 days), we generally wait for the shipment to resume its journey. For more substantial delays, we explore alternatives such as rerouting the shipment or changing the shipping method (e.g., upgrading from sea to air freight) if urgently needed. In cases of severe delays, we may arrange for a replacement shipment. We always keep you informed throughout the process and provide updated delivery estimates. For businesses with time-sensitive operations, we can discuss contingency plans in advance, such as safety stock arrangements or split shipments. While we can't control all factors (like weather or port strikes), we're committed to minimizing the impact of any delays on your operations.

Roof Top Tent Manufacturer

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