Quotation and order confirmation
Processing and dispatch
Standard products normally dispatch from Guangzhou, China within 5–10 business days after cleared payment.
Custom-labelled or specially packed products normally dispatch within 15–25 business days after artwork approval and cleared payment. The quotation states any different schedule before payment.
Delivery destinations
VIALFORM accepts quotation requests for the United States, Canada, the United Kingdom, European Union destinations, Australia, Singapore, Japan and the United Arab Emirates.
DHL, FedEx or UPS may be used for international service when available for the quoted route. The carrier and freight charge are identified in the quotation.
Shipping responsibilities
International transit normally takes 3–10 business days after dispatch, excluding customs inspection, severe weather and destination-country delays.
- The buyer is responsible for accurate recipient, customs, tax and import information.
- Tracking or freight documents are provided after the carrier accepts the shipment.
- DAP Incoterms 2020 applies unless the quotation expressly states another Incoterm.
- The buyer pays import duties, taxes and customs-clearance charges unless the quotation expressly states otherwise.
Delivery inspection and claims
Visible shipping damage, shortage or incorrect items must be reported within five business days of delivery. Retain all cartons, dividers, labels and packing materials until the claim is resolved.
A claim must include the order or invoice number, affected SKU and quantity, carton identifier, photographs and a description of the issue.
Returns and custom products
Unused standard products may be submitted for return authorization within 14 calendar days of delivery. Products must remain unused, uncontaminated, unlabelled and in the original packaging.
The buyer pays authorized return freight and a 15% restocking fee. Products that have been filled, processed, relabelled, sterilized, contaminated or otherwise altered are not returnable.
Custom, printed, specially packed or made-to-order products cannot be cancelled for convenience after artwork approval or committed procurement begins and are not returnable for convenience. Verified shipping damage and material nonconformity remain eligible for review.
Refund timing and remedies
For verified shipping damage, shortage or incorrect items, VIALFORM provides replacement of the affected quantity or a refund for the affected quantity, recorded with the buyer by email.
VIALFORM initiates an approved refund to the original PayPal payment within ten business days after a returned product passes inspection or a claim is approved. PayPal or the buyer’s financial institution may require additional processing time.
Claim communication channel
Submit order, return and product-quality claims through the communication channel stated in the accepted quotation or the related PayPal transaction. The buyer should retain that written channel and the complete claim record until resolution.