Shipping & Return Policy

Shipping & Return Policy

All orders are processed and shipped from our operations address in China.

Below are our standard logistics and return/exchange policies:

 

  1. Logistics Overview

At Supplyia Sourcing, we provide tailor-made logistics solutions to ensure your goods reach the United States safely and efficiently.

Due to the high-value nature of B2B transactions, we offer multiple shipping tiers:

  1. Express Delivery: 4-7 business days (via DHL/FedEx/UPS).
  2. Air Freight (Standard): 8-18 business days.
  3. Sea Freight (DDP/Door-to-Door): 20-40 business days.
  4. Last-Mile Carrier: For most standard shipments, final delivery within the U.S. is handled by UPS or FedEx.

Shipping lead times fluctuate with each season. We will provide the most up-to-date estimated delivery time whenever you place a new order. The timelines mentioned above are for reference only.

 

  1. Order Processing & Payment Terms
  1. Handling Time: Your tracking number will be generated and sent to you within 2 business days of order and contract confirmation.
  2. Payment Policy: * Customized Products: 100% upfront payment is required.
    1. Standard Products: A 50% deposit is required to begin processing, with the remaining balance to be cleared before the goods are dispatched.
  3. Real-Time Tracking: Once your logistics information is updated, you can monitor your shipment’s status 24/7 via or the carrier’s official website using your unique tracking ID or ask us directly.

Please prioritize your payment security. We will never change our payment methods or bank details without formal notice. To avoid fraudulent emails, please verify all payment instructions via your assigned sales representative’s chat and our official website email (@supplyia.com)

 

 

  1. Shipping Insurance & Protection

  To protect your investment against unforeseen transit risks, we offer comprehensive shipping insurance:

  1. Premium: Calculated at 0.1% (1/1000) of the total declared cargo value.
  2. Loss of Cargo: In the event of a confirmed total loss during transit, we provide full compensation according to the insured value.
  3. Damaged Goods: If items arrive damaged, please provide photo/video evidence within 48 hours of delivery. We will initiate an insurance claim and provide a replacement or a proportional refund based on the damage assessment.
  4. Delayed Shipments: For logistics errors leading to a delay of more than 60 days beyond the guaranteed timeframe, we offer a 10% shipping fee refund as a gesture of goodwill.
    1. Note: Unpredictable delay(Force Majeure) such as blizzards, strikes, or national unrest are excluded from this compensation policy.
    2. The promised shipping lead time is subject to the latest update provided at the time of each order. Your chat records with our sales representatives shall serve as the official evidence of the agreed timeline.

 

 

  1. Shipping Regions & Customs
  1. Destinations: While we primarily serve clients in the United States, as a global B2B sourcing agency, we also provide stable logistics routes to other countries worldwide.
    1. If you would like to hire our sourcing services, please provide your detailed delivery address. We will conduct a address assessment to ensure there are no logistics issues or additional surcharges for your location.
  2. Customs Duties (DDP): For bulk air and sea shipments, we typically utilize DDP (Delivered Duty Paid) terms. This means all import duties, taxes, and customs clearance fees are included in your initial quote—no hidden costs upon arrival.

 

 

  1. Returns, Exchanges & Refunds
  1. Eligibility: Returns are accepted within 7 days of delivery for defective or incorrect items as per our contract.
    1. B2B Logistics Note: Due to the high cost of international shipping back to China, we strictly control quality through sample approvals. We strongly recommend purchasing small-batch samples or conducting video inspections before placing bulk orders.
  2. Non-Returnable Items: Custom orders or items damaged after delivery (after the 7-day window) are not eligible for return.
  3. Return Process: Every order comes with personal support. Feel free to contact your assigned sales rep directly for any after-sales help or follow-ups.
    1. If you have any concerns regarding the service, please contact support@supplyia.com and also please keep the record of your communications with our service staff.
  4. Refunds & Security: Once the returned is confirmed, refunds are processed within 5 business days. To ensure fund security, we recommend using Alibaba Trade Assurance (supplyia Alibaba store) or escrow systems, which provide an official platform for dispute resolution. Here for, more payment details.
    1. Special Circumstances: “Delivered” but Not Received

If the tracking shows “Delivered” but you have not received the package:

    1. Check your security camera footage.
    2. Contact your local carrier (FedEx, UPS, etc.) immediately as indicated on the label.
    3. We will simultaneously launch an internal investigation to assist you.

 

 

 

Customer Support

We are committed to providing excellent service. For any issues or disputes, please contact our management team directly at support@supplyia.com.

  1. Note: Email is the fastest way for our management to oversee and resolve disputes.
  2. Please prioritize email over WhatsApp or WeChat for formal complaints.
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