FAQ
Customized FAQs
1.Do you accept custom orders?
Yes, we specialize in customizing shopping bags to your specific requirements. Whether you have a specific design, size, material, or printing method, we can help.
We can provide you with a detailed quote and production timeline.
2.What is your Minimum Order Quantity and pricing?
Our minimum order quantity (MOQ) depends on your needs. Regardless of the size of your order, we fully support and provide the same high-quality service.
We will provide you with corresponding discounts based on the order volume. The larger the order volume, the more favorable the unit price.
3.What customization options do you offer for the shopping bags?
We offer a variety of customization options to meet your personalized shopping bag needs:
(1. Size: You can customize it freely or we recommend the size for you.
(2. Color: Support standard colors or customized Pantone colors.
(3. Material: Cotton, jute, polyester, non-woven fabrics, canvas, woven, etc.
(4. Printing: Silk screen, heat transfer, embroidery, sublimation.
(5. Handle: Cotton, jute, polypropylene, twist paper, etc.
(6. Style: Handle, drawstring, flat and various bottom types.
(7. Brand logo: Printing or embroidery.
(8. Additional functions: Pockets, zippers, reinforced stitching, lining.
(9. Surface treatment: Glossy, matte or environmentally friendly water-based paint.
Help you easily create your own brand shopping bag.
4.Can I provide my own design for the bags?
Of course! You can provide your own design proposal. We welcome custom designs and will work with you to ensure that your ideas can be realized. You can send us your logo, artwork or any specific design details and we will help you with it.
We accept multiple file formats such as AI, PSD, PDF, PNG or JPG, and our design team will assist you in preparing the design artwork and printing or embroidery production. If necessary, we can also provide digital renderings or samples before production to ensure that everything meets your requirements.
5.Do you provide samples? If yes, what is the price?
Yes, we do offer samples! We understand that it is important to see and feel the product before placing a large order.
Here are the relevant details:
Sample Fee: Sample fees are usually charged to cover the cost of production and customization. Fees vary depending on the selected material, design, and customization requirements.
Sample Production Time: Samples generally take 3-5 days to produce, depending on the complexity of the design.
Free Refundable Sample Fee After Bulk Order: If you proceed with a bulk order after reviewing the sample, the sample fee can be deducted from the total order price.
If you have any specific needs, please contact us and we will provide a quote for sample fees and shipping costs!
6.How can I confirm the design before production?
To ensure that the product meets your expectations, our design confirmation process is as follows:
（1. Digital renderings/samples: After receiving the design, we produce digital renderings or samples to show the logo and design effects. Before final confirmation, you can make any modifications until you are satisfied.
（2. Physical samples: After confirming the design, we produce samples for you to check the appearance, feel and quality.
（3. Approval process: After viewing the renderings/samples, you can approve or make further modifications. After confirmation, production will begin, and real-time photos and videos will be provided to you to feedback the progress of the production process.
This ensures that the final product meets your expectations.
7.What should I do if I receive defective products?
We take full responsibility for defective products and product quality issues.
（1. Replace defective products and cover shipping costs.
（2. Provide partial refunds.
（3. Provide discounts on future orders.
Our goal is to ensure that the product meets your expectations and resolve any issues quickly.
8.Do you offer environmentally friendly or recyclable materials?
Yes, we offer shopping bags made of eco-friendly and recyclable materials, options include:
Organic cotton: chemical-free, biodegradable.
Jute: natural fiber, renewable and degradable.
Recycled polyester: made from recycled plastic, reducing waste.
Nonwoven recycled fabric: made from recycled polypropylene, lightweight and durable.
Degradable plastic: easier to decompose than traditional plastic.
Hemp: durable, renewable, and an eco-friendly alternative.
We can also provide a variety of eco-friendly material combinations for customization and provide certifications. If you have any needs, please feel free to contact us!
Shopping FAQs
1. What should I do if I have trouble logging in?
Please follow these instructions:
Check your login details. Your login username is the email address you used for registration.
If you have forgotten your password, please select the "Forgot your password?" option on the Sign In page. Complete the information regarding your registration details and select the "Reset your password" option.
Please make sure that your web browser accepts cookies.
Our website may be undergoing system maintenance. If so, please wait 30 minutes and try again.
If you are still unable to access your account, you can contact our Customer Service Department and indicate the problem. We will assign a new password for you and you can change it once you log in.
2. What should I do if I want to add or remove the items in the cart?
Please sign into your account and select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the "Remove" button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the "Qty" column.
Payment FAQs
1. After making a payment, can I change my billing or shipping information?
Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact our Customer Service
Department as soon as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.
2. How do I know if my payment has been received?
Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit our store and log into your customer account to check the order status at any time. If we has received payment, the order status will show "Processing".
3. Do you provide an invoice?
Yes. Once we have received an order and payment has been cleared, the invoice will be sent to you via email.
4. Can I use other payment methods to pay for the order, such as a credit card or an offline payment method?
We accept credit card, PayPal, etc, as the payment methods.
1). Credit Card.
including Visa, MasterCard, JCB, Discover and Diners.
2). PayPal.
The most convenient payment method in the world.
3). Debit Card.
including Visa, MasterCard, Visa Electron.
5.Why am I being asked to "Verify" my payment?
For your protection, your order is being processed by our payment verification team, this is a standard procedure to make sure all transactions made on our site are authorized and your future purchases will be processed in top priority.
Shipping FAQs
1. How do I change the shipping method?
Once you have placed an order, the shipping method should not be altered. However, you can still contact our Customer Service Department. Please do this as soon as possible during the order processing stage. It may be possible for us to update the shipping method if you cover any difference incurred in the shipping cost.
2. How do I change my shipping address?
In the event that you wish to change the shipping address after placing an order, please contact our Customer Service Department as early as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.
3. When will I receive my items after I place an order?
The duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.
4. Do you ship to my country and what are the shipping rates?
We ship worldwide. The exact shipping rate varies based on the item weight and the destination country. We will always suggest the most appropriate shipping weight for our customers to help to save money. Our goal is always fast and secure delivery of items to our customers.
5. Why is the shipping cost on some items so expensive?
The delivery cost depends on the shipping method that is selected, along with the shipping time and the destination country. For example, if the shipping cost between UPS and FedEx is 10 US dollars, our advice is to choose which option best meets your individual needs, based on price and shipping time.
6. Does the product price include the shipping price?
The product price does not include the shipping price. The online ordering system will generate a shipping quote for your order.
7. How do I know if my items have been shipped or not?
When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.
8. How do I track my order?
Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.
9. Why is my tracking number invalid?
The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes.
The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.
We would advise you to contact our dedicated Customer Service Department and provide them with your order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.
10. If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. We do not add taxes, VAT, duty, or any other hidden charges.
11. If my items are detained by Customs, who is responsible for clearance of the items?
If the items are detained by Customs, the buyer is responsible for clearance of the items.
12. What if my parcel is seized by Customs?
If your items cannot be cleared from the customs, please contact us first. We will conduct further investigations with the shipping company on your behalf.
13. After payment has cleared, how long do I wait until my order is sent out?
Our handling time is 3 business days. This means that your item(s) will generally be sent out in 3 business days.
After Sales FAQs
1. How can I cancel my order, before and after payment?
Cancellation before payment
If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart.
Withdrawing an order after payment
If you have already paid for an order and want to cancel it, please contact our Customer Service Department as soon as possible.
If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.
If the package has already been dispatched, then we are not able to cancel or change the order.
If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department and we will process the updated order; there is usually no additional fee for this service.
Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.
2. How can I return purchased items?
Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service, please provide us with the following information:
a. The original order number
b. The reason for the exchange
c. Photographs clearly showing the problem with the item
d. Details of the requested replacement item: the item number, the name and color
e. Your shipping address and phone number
Please note that we are unable to process any returned items which have been sent back without our prior agreement. All returned items must have an RMA number. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information.
The return or RMA process can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.
