Questions about...
Products & Customization
What is the lead time for standard and custom products?
A: For standard products in stock, lead time is typically 7-10 days. For customized orders (e.g., logo printing, color changes), lead time ranges from 20-45 days, depending on the order quantity and complexity. We provide a firm timeline with every quote
Do you offer OEM/ODM services for your water sports gear?
A: Yes, we specialize in both OEM (Original Equipment Manufacturing) and ODM (Original Design Manufacturing). You can private label our existing products or work with our engineering team to develop completely new products based on your designs
What is your Minimum Order Quantity (MOQ)?
A: Our MOQ is flexible to help you start. For standard items, the MOQ can be as low as 100 pieces. For custom projects, the MOQ depends on the process involved. Contact us to discuss your specific needs.
What file formats do you require for custom logo printing?
A: For the best quality, we require vector files such as .AI, .EPS, or .PDF. We can also work with high-resolution (300 DPI) .PNG or .JPG files. Our team will guide you through the technical requirements.
What certifications do your products hold to ensure safety and quality?
A: As a manufacturer, we prioritize safety and compliance. Our key products, especially diving masks, snorkels, and fins, are designed to meet international standards such as CE certification. We can also arrange for specific testing and certification (like FDA) based on target market requirements. Detailed certification information is available on each product page.
Sourcing Services
How does your sourcing process work?
A: Our process is streamlined for efficiency: 1) You share your product requirements. 2) We source and vet suppliers, then send samples. 3) You approve the samples. 4) We manage production, implement our rigorous quality control, and handle all logistics. We are your single point of contact.
What advantages do you have over other sourcing agents?
A: Our key advantage is that we are a factory ourselves. This gives us an insider's understanding of manufacturing, costs, and quality benchmarks. We don't just find suppliers; we manage them with a manufacturer's expertise, ensuring you get the best possible price and quality.
What industries do you serve with your sourcing service?
A: While we specialize in water sports, our sourcing network extends to various industries, including outdoor gear, promotional products, and general merchandise. We apply the same due diligence to all products we source.
Can you help with supplier quality audits and factory visits?
A: Absolutely. We can conduct pre-production audits, in-process inspections, and pre-shipment inspections on your behalf. While we represent your interests remotely, we can also arrange factory visits for large-scale, long-term partnerships.
What is the typical profile of a successful long-term sourcing partner?
A: Our most successful partnerships are with brands and distributors who value long-term collaboration, clear communication, and mutual growth. They understand that our factory-based sourcing approach focuses on consistent quality and strategic supply chain stability, not just finding the lowest initial price. If you prioritize reliability and are looking for a true extension of your team, we should talk.
Support, Shipping & Returns
What are your shipping options and delivery times
A: We offer various methods: Express (e.g., DHL, FedEx) for urgent shipments (3-7 days), Air Freight for larger orders (5-10 days), and Sea Freight for high-volume orders (30-45 days). The best option depends on your budget and timeline.
What is your returns and defective product policy?
We stand behind our product quality with a fair and transparent process designed for our international B2B partners. Below is our step-by-step policy for handling potential issues.
1. Our Compensation-Based Resolution Framework
We focus on practical solutions to avoid the cost and delay of international returns. The resolution is tailored to the issue's severity:
- For Minor Issues (e.g., slight printing variances, minor imperfections that prevent sales): We will propose a compensation typically between 1-4% of the product's value, credited to your next order.
- For Major Issues (e.g., defects that render products unsellable): We will offer a significant compensation, generally 5-8% of the value, or agree to contribute to local rework costs in your market.
- For High-Value Products (e.g., underwater scooters): We recommend purchasing key spare parts. For functional defects, we explore case-specific solutions, which may include providing replacement parts.
2. The Required Claims Process for a Swift Resolution
To ensure a fair assessment, please follow these steps exactly:
- Notification & Evidence: Report the issue via email within 7 days of receipt. You must provide clear photos/videos and a brief description.
- Our Assessment: We will review the evidence and determine the root cause, typically within 2-3 business days.
- Proposed Solution: present a solution based on the framework above.
- Agreement & Implementation: Once agreed, we will execute the solution immediately (e.g., issue a credit note).
Our Commitment: This clear process ensures we can resolve issues fairly and efficiently, protecting the success of your business and our partnership.
Can you create completely custom packaging for my brand?
A: Yes! We offer full custom packaging services, including box design, blister packs, and poly bags. Please provide your design files, and we will provide a quote. Note that custom packaging usually has a higher MOQ.
How can I track my order?
We provide multiple ways for you to stay updated on your shipment's journey, ensuring full transparency.
- Proactive Updates: We don't just hand you a tracking number. Our team monitors all major shipments proactively. We will notify you of significant milestones, such as when the order clears customs or if there are unexpected delays.
- Self-Service Tracking: Simultaneously, as soon as your order ships, we will email you the tracking number and a direct link to the carrier's website (e.g., DHL, FedEx, or your sea freight forwarder). This allows you to check the status 24/7 at your convenience.
- Dedicated Support: If you have any questions about the tracking information, your dedicated account manager is always ready to assist.
How do you ensure the confidentiality of our product designs and business information?
A: Protecting your intellectual property is our top priority. We begin every partnership with a strict Non-Disclosure Agreement (NDA). All product designs, specifications, and business details are handled with utmost confidentiality within our secure system. Our Privacy Policy details our commitment to data security, ensuring your concepts and information are never shared without your explicit consent.
