Sales Process

  1. Pre-sales Service Plan
  2. Procurement Support Services
  • Product Information Package: Provides a downloadable product manual (including detailed specifications, scanned copies of certifications such as FSC/CE/UL), high-definition images (6-8 images from different angles), and a video (demonstrating smart device functions and furniture materials). The information package will be delivered with the goods.
  • Market Compliance Consulting: Provides free product compliance advice for target markets (such as the US and EU) (e.g., “UL certification is required for the US market; we can assist with this process, additional fees apply”; “Compliance with REACH regulations is required for the EU market; our product has passed testing”).

II. Post-Sales Service Plan

  1. Order Tracking
  • Order Management System: After registering an account, customers can view order progress in real time on the “My Orders” page. The system automatically updates milestones and sends email/SMS reminders. Specific milestones include:
  1. Order Confirmation (within 1 business day after payment);
  2. Production (7-10 days for standard products, 15-20 days for custom products);
  3. Quality Inspection Completed (within 3 business days after production, with attached quality inspection report);
  4. Shipped (within 1 hour after the logistics tracking number is generated).
  • Production Visualization (Optional): For customers purchasing over 100 pieces, we provide a live video link to the production workshop (updated twice a week, 15 minutes each time), or regularly send production progress photos (e.g., furniture polishing, smart device assembly).
  1. Custom Order Special Services
  • Plan Confirmation: Custom orders (e.g., special color furniture, custom function smart devices) require the customer to confirm the “Customization Plan” (including design drawings, material/function descriptions, and lead time). After confirmation, a supplementary agreement is signed to avoid disputes later.
  • Sample Confirmation: Before custom product production begins, we will produce one free sample (sample fee applies as above). Once the customer confirms the sample is correct, mass production will commence. The sample confirmation period is included in the total production cycle.
  1. Logistics and Customs Clearance Support
  • Logistics Options: 2-3 default logistics options are provided (e.g., “DHL: 3-5 days, high shipping costs; Ocean Freight: 25-30 days, low shipping costs”). Customers can choose which one they want. Logistics information is synchronized with the order tracking system.
  • Customs Clearance Assistance: We provide the required customs clearance documents (e.g., commercial invoice, packing list, certificate of origin) free of charge and assist customers with customs clearance issues (e.g., “EU customs clearance requires a CE certificate, which has been pre-attached to the customs declaration documents”). We assume responsibility for any customs clearance delays caused by supplier documentation issues.

III. After-Sales Service

  1. Warranty Service
  • Warranty Period and Scope:
    Product Category Warranty Period Warranty Scope (Non-Intentional Damage)
    Smart Devices: 1 Year Free replacement of parts (e.g., pet feeder batteries, smoke alarm sensors), free technical support
    Eco-Friendly Furniture: 5 Years Free repair of structural issues (e.g., loose joints in dining chairs, cracked legs), free repair materials
  • Warranty Application Process: Customers submit a warranty application on the “My Orders” page and upload photos/videos of the problem. Customer service will verify the application within 48 hours. Upon confirmation:

◦ Parts Issues: Free delivery of the parts, including an installation video.

◦ Unrepairable Issues: Free replacement of the product for issues ≤ 5% of bulk orders; negotiated discounts or partial refunds for issues > 5% of bulk orders.

  1. Return and Exchange Service
  • Return Conditions: Within 7 days of receipt, if there are any quality issues with the product (such as malfunction or material mismatch), you may request a return. The supplier will cover the return shipping costs. For non-quality issues (such as incorrect purchases or changes in market demand), the customer will be responsible for shipping costs, and the product must be unopened and unused.
  • Exchange Process: Customer submits exchange request (with reason) → Supplier confirms (within 24 hours) → Customer ships back the product (with tracking number) → Supplier ships the replacement product within 3 business days of receipt.
  1. Exclusive Services for Repeat Customers
  • Discount Benefits: Repeat customers enjoy “tiered discount upgrades” (e.g., 2% discount for first-time purchases, 3% discount for second-time purchases, and 5% discount for purchases over three times a year). Discounts are automatically applied to the order amount.
  • Priority Service: Repeat orders receive priority production scheduling (reducing regular order lead times by 20%) and shipping, and dedicated consultants provide full follow-up to ensure efficient delivery.
  • After-sales follow-up: Within 30 days after the order is completed, customer service will conduct an after-sales follow-up visit (phone/email) to understand the product usage and collect improvement suggestions. The follow-up record will be included in the customer file for optimizing subsequent services.