Support & FAQ
Answers to the questions buyers ask us most often. Can't find what you need? Use the quote form at the bottom of this page.
Sourcing & orders
What's the minimum order quantity (MOQ)?
300 units for neutral packaging (our default spec). 500 units for full customization (your color + logo + carton + manual). Accessories like scoops and pedals have a 500-unit MOQ.
How do I order a sample before committing?
Order directly from any product page — we ship within 7 days via DHL/FedEx. Sample cost is partially refundable against your first 300+ unit order. International shipping included in sample price.
What's the lead time?
30-35 days from 30% deposit + spec lock. Repeat orders: 25 days (mold and packaging already set up). Sample lead time is 7 days from order.
What payment terms do you offer?
Standard: 30% deposit, 70% balance before shipment. T/T wire preferred. After 3 successful orders, we offer Net 14 / Net 30 depending on order value. Alibaba Trade Assurance also accepted.
Shipping & logistics
What's your standard shipping term?
FOB Shenzhen Yantian or Guangzhou Nansha. We can also arrange CIF, DDP, or direct-to-Amazon-FBA shipments.
Can you ship to Amazon FBA directly?
Yes. We confirm FBA-compliant carton dimensions before mass production, apply FNSKU labels at the factory ($0.30/unit), and arrange freight forwarding directly to your FBA warehouse. This eliminates the need for a US-based prep center.
What's the typical sea freight cost?
20GP container to US West Coast: ~$2,500-$4,500 depending on season. 40HQ: ~$4,000-$7,500. We get a quote from our freight forwarder when you're ready.
Can you handle US import customs?
Yes, through DDP terms. We pre-clear with HS code 7323.93 (stainless steel kitchen/household articles) — no surprise tariffs. Current US-China stainless steel duty: 25% (subject to change).
Quality & certifications
What certifications do you have?
REACH (7 reports on file), RoHS for electronic components. CE / FCC / FDA available on customer request — we coordinate with a partner lab and pass through at cost.
What's your defect rate?
2026 YTD yield rate is 98.9%. 100% of finished units are inspected before packaging. We send photo/video QC reports before container loading.
Can I commission a third-party inspection (SGS, BV, TÜV)?
Yes, we coordinate. Most buyers stop after 2-3 orders once they trust our 100% inspection process. We provide free factory access for inspections.
Customization
What can I customize?
Color (Pantone), logo (engraved/printed/embossed), material grade (201/304), bowl depth (15/20/30 cm), carton design, multi-language manual. Full details on our Customization page.
Do you do new molds for unique designs?
Yes. Mold cost typically $3,000-$12,000 depending on complexity, with 15-20 day mold lead time. Minimum production run after new mold: 1,000 units. Mold IP belongs to you.
Account & communication
What languages does your sales team speak?
English (primary), Mandarin, Cantonese, basic Japanese. WhatsApp and email response within 24 hours during business days (UTC+8).
Do you have a sales rep I can call directly?
Yes — once you submit a quote request, we assign you a dedicated sales rep. They'll be your contact for all future orders.
How do I escalate an issue?
Your dedicated rep first. If unresolved within 48 hours, email complaints@xiaohanzn.com — goes directly to the operations manager.
Ready to source from Xiaohan?
Tell us your product, target market, and quantity. We respond within one business day.
- Quote response in 24 hours
- Sample shipped in 7 days
- Production in 30-35 days
- 100% inspection before shipment