Customer Service

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1.Our Shopping Modules 

1.1 On Sale:

Presenting all stocked slabs at special discounted prices.

   1.1.1 If the  customers want  to  purchase  slabs  in  this  section,  kindly  contact  our  customer service WhatsApp.

   1.1.2. Share the link or the material name to our customer service, and the estimated quantity needed for this material (a size or thickness would be very helpful).

   1.1.3. Our customer service will confirm the stock and price with our factories and quote with the latest price.

1.2. Slabs in Stock:

The customers could find out our best selection of factory stock stone slabs here.

1.2.1. Each of the items in this section have scanned images to show customers the details of the slabs. 

1.2.2. Most of the items in this section have live pictures and videos to demonstrate the pattern and color of the material under daylight.

1.2.3. The customers can contact our customer service to get live pictures  and videos of the slabs they picked.

1.3.  Sample Services:

Customers  could  request  a  sample  for  the items. Our  customer  services will help confirm the sample and arrange the delivery. 

1.3.1. Our customer services will confirm the samples status with the factories, and take a picture of the sample for the customer.

1.3.2. Our customer services will provide the sample delivery info,  all charges regarding the delivery should be covered by the customers.

1.3.3. If a sample is not available for the material that the customer wants, the customer can submit a sample request.

1.3.4. Please note that some samples of the items are hard to get, if the customer wishes to have the samples of a certain material, the customer could purchase the slabs and ask our customer service to send a sample cutting request to the factories.

√  In this case, the slab that was chosen to cut the samples cannot be returned.

1.4.  Stone Tables:

Presenting our stock stone tables with a vast choice of table legs, and with the back up of the professional table design and manufacturing factory, we able to provide and fabricate tables our customer desired.

1.4.1. Each tables in stock are in the up to date design.

1.4.2. Customers will be able to pick different table legs, please consult with our customer service for more information.

1.4.3. Customers could share their favorite table design and favorite material to our customer services, they will help you communicate with the factory about the fabrication.

2.  Pre-SaleCommunication

2.1.  How do I start?

In general, the customer don’t need to create an account on our website to start shopping.

2.1.1. For items in “On-Sale” section, customers could share the links and material name to our customer service.

2.1.2. For  items  in  “Slabs  in  Stock”  section, customers could add their favorite slabs into shopping cart directly. 

2.1.3. Customers could add the item they prefer in all, or by lot and by pieces.

2.1.4. Customers will be able to vier all the items they picked by clicking "Cart". Please select the items you want and click "order now" to submit.

2.1.5. Customers  can  share  more  specification  information  in the remarks and fill in the shipping address details (see our privacy policy), so that  our  customer  services  can confirm the shipping information for you.

2.2.  I have submitted my orders, what should I do next?      

2.2.1. Our customer service will reach out by the email or Whatsapp number you left (Normally our customer service will reach out in 12 hours).

2.2.2. You  could  also  click the "WhatsApp" to leave a message to our customer service representative directly.

2.2.3. If your request is urgent, we also have online customer service there to asist you. Please share your request to our online customer service, and your request will be handled accordingly.

2.3. I am interested in a material, what should I do?

2.3.1. If the material is in "On Sale" customers could share the link to our customer services, and confirm the quantity and product specifications with our customer services.

2.3.2. If the material is among "Slabs in Stock", customers could add the slabs to shopping cart,  or  send  messages to  our  customer  services  with the link  of the  products. And please remember to confirm the slabs No. with our customer services.

2.4. Confirmation of the Order

At this stage, the customer does not need to do anything, our customer service staff will help the customer with the relevant parties to confirm the following related matters accordingly:

2.4.1. Factories:

√  Confirm the inventory of the items;

√  Helps  to  take  close  up  HD  photos  and  videos  of  the   items(based  on  the customer’s requests);

√  Confirm the unit price of the items;

√  The packages used to pack up the items.(the standard packaging is export standards fumigation wooden box).

2.4.2. Shipping companies:

√  The closest shipping date, ETA;

√  Sea freight;

√  Loading port charges & Destination port charges.

2.4.3. Quotation:

Based on the above information given, our customer services will help generate the latest quotation for customers to confirm(our customer services will also convey the customers’ purchase intention to the factory and let the factory reserve the product first)

2.5.  What should I do after I received the quotation?

2.5.1. For customers, please confirm all the contents inside the quotation as soon as possible, especially the  destination  address  with  our  customer  services, as this could help to request a much accurate shipping date and sea freight with the shipping company. 

2.5.2. Make the purchase decision on time. Please note the price expiration date shown on the quotation, if the decision is made beyond the period, the shipping cost maybe changed.

2.6.  PI----Proforma Invoice

If there’s no further questions against the material, package and shipping, our customer services will send the PI to the customers---- "Proforma Invoice" .

 

3. Place Order

3.1. What should I do after I received the PI?

3.1.1. Kindly note that upon receipt of PI, please signed and returned to our customer services to keep a record.

3.1.2. Please arrange the payment of the 30% deposit first, the deposit need to be paid as soon as possible in order to make an official preservation request of the items to the factory.

3.2. Deposit Refund

Customer can get a refund without any reason within 2 hours of payment (see also our return & refund policy).

3.3. Preservation Request

3.3.1. Once the deposit received, our customer service will submit an official preservation request to the factory immediately (a bank receipt will help speed up the process).

3.3.2. The items will be preserved for about 1 month after a deposit was received.

3.4. What if I have fabrication needs?

3.4.1. The customers can make a processing request to the items.

3.4.2. The slabs can be processed into tiles according to the customers’ requests (a processing fees will be added accordingly).

3.4.3. The slabs on our online shop are all in polished finishes, if the customers want a different surface texture, our customer services will provide professional suggestions accordingly.

3.4.4. Our customer services will advice the processing fees and lead time, and will keep the customer informed about the progress.

3.5. How to guarantee the quality of the products I buy?

After the fabrication completed, our customer services will make an appointment with factory to start the QC Inspection.

 

4. Cargo Departure Preparation

For in-stock items, the inspection and packaging processes usually take about 7 working days.

If fabrication is required, or if the customer is looking for non-stock materials or customized products, the duration of the entire process will be extended accordingly to facilitate production and material selection needs.

4.1. QC Inspection 

Our professionals will visit the factory and arrange a careful inspection of all the items you purchased shortly, to make sure the quality of items are good.

4.1.1. A Summary of QC report will be provided, if there are any unacceptable problems and damages regarding the items customer purchased, customers will have the rights to ask the factory to fix it or replace it.

4.1.2. If customers are satisfied with the results of the QC inspection, then the items will be ready for packing.

4.2. Packing

4.2.1. Our customer services should confirm and make an advice for the lead time of packing.

4.2.2. The factories should pack all the slabs carefully by standard accordingly. Our professionals will stay at the factory until all items are packed.

4.2.3. If any problems or damages to the item are found during the packing process, our customer service should convey the advice of our professionals to the customer in time. Thus, the customer can decide to replace the item or ask the factory to repair or re-produce the item.

4.3. Shipping Info

4.3.1. Booking of Shipments

√  Our customer services will confirm the sea freight and loading port charges with the shipping company for final time. And send a " shipping note " to the shipping company;

√  The shipping company will confirm the booking within 24 hours, along with a more accurate shipping date and estimated time of arrival.

4.3.2. Loading 

√  Our customer services will confirm the loading date with all concerned parties.

√  Our professionals will monitor and follow up the whole process of loading on site.

√  The complete loading process will be documented with on-site photos and videos and sent to the customers.

4.3.3. Customs Declaration Documents

√  All the declaration documents will be submitted to the customs broker on time.

√  Meanwhile, customers need to confirm with the local customs broker about all the documents required for fast customs clearance and inform the customer service.

4.4. Will I be informed of any delays?

Our customer service should inform the customers the progress in time, customers could request a compensation for any delay of shipping caused by the website platform.

 

5. Cargo Departure & Tracking

5.1. Cargo Departure

5.1.1. Normally, after loading the cargo will be transport to the port, and will be dispatched on time.

5.1.2. If the ship is delayed due to any force majeure, customer service needs to feedback the situation to the customer in time.

5.2. How do I track orders?

5.2.1. Our customer services will provide the B/L No. to customers, customers can use this number to trace their cargo online.

5.2.2. Our customer services will update the cargo status time to time.

 

6. Arrival

6.1. Preparation of Customs Clearance Documents

6.1.1. A set of documents for fast customs clearance will be prepared by our customer services.

6.1.2. Common customs clearance documents included：

√  B/L (Bill of Lading);

√  Packing Lists;

√  Packing Details;

√  Commercial Invoice.

6.1.3. Common Additional Documents included:

√  Fumigation Certificate;

√  C/O (Certificate of Origin).

6.2. Handover of Customs Clearance Documents

6.2.1. The customers should inform our customer services if there are other documents required for fast customs clearance. Our customer services will help prepare all documents and send them to the customer in time.

6.2.2. Our customer services should handover all the documents requested for fast customs clearance to the customers roughly 2 weeks before the cargo arrives.

6.2.3. Our customer services shall inform the customer when the 70% balance is due and handover a copy of the B/L to the customer, 10 days before the arrival of cargo via email: [email protected].

 6.3. How do I get the original B/L?

6.3.1. When the Customers receive a notification email from our customer service email: [email protected]. The customers should arrange the payment of the remaining balance as soon as possible.

6.3.2. Our customer services will inform the shipping company to release the original B/L to the customers after receiving the final payment(upon payment received, the B/L should be released to the customers within next 24 hrs).

6.3.3. Please note that in order to pickup the cargo in time and to avoid unnecessary costs, such as late fees, the rest of the balance should be paid 10 days before the cargo arrival. And for international transactions, payments usually take 2~3 business days to arrive. Any resulting delay costs should be covered by the customer.