Frequently Asked Questions

How long will it take to organise the pick-up of my order?

The pick-up of your order typically takes between 3 to 4 working days to organize. Once your order is ready for pick-up, our dedicated warehouse or logistics team will get in touch with you to coordinate the details. When you receive the call from our team, please be prepared to provide the Bill of Lading (BOL) information to facilitate a smooth and efficient pick-up process. This document is essential for the successful organization of the pick-up. If you have any further questions or need assistance with your order, please feel free to contact our customer support team. We're here to help!

What is kind of packaging material being used?

We take great pride in the careful packaging of our products to ensure they reach you in perfect condition. To meet the highest standards of quality and to safeguard your items, we use a combination of packaging materials:

  1. Inner Lining: Each product is first enclosed in an inner lining made of LDPE (Low-Density Polyethylene) bags. This lining acts as a protective barrier against leaks and ensures that your items remain in pristine condition.
  2. Outer Packaging: Depending on the nature and size of the product, we employ different outer packaging options. These include sturdy carton boxes, eco-friendly paper kraft bags, or heavy-duty HDPE (High-Density Polyethylene) drums. The choice of outer packaging is made with the utmost care to provide maximum protection and ensure your order reaches you safely.

Our commitment to quality packaging reflects our dedication to delivering a superior customer experience. Should you have any specific requests or inquiries regarding the packaging of your order, our customer support team is available to assist you. Your satisfaction is our priority.

What's the content of the product packaging label?

The product label on our items contains essential information to ensure transparency and compliance with quality standards. Here is a breakdown of the typical contents you can expect to find on our product labels:

  1. Manufacturing Company Details: The label prominently displays the name and contact information of the manufacturing company responsible for the product.
  2. Product Name: The name of the product, which clearly identifies what the item is.
  3. Batch Number: A unique identifier for each batch of the product, which aids in quality control and traceability.
  4. Gross Weight: The total weight of the product, including all packaging materials.
  5. Net Weight: The actual weight of the product itself, excluding packaging materials.
  6. Manufacturing Date: The date on which the product was manufactured, providing insight into its freshness.
  7. Expiry Date: This date indicates the recommended timeline within which the product should be consumed or used to ensure safety and quality.
  8. Product & Manufacturing Facility Accreditation/Certification Logos: Depending on the product and the facility, you may find logos or icons representing accreditations or certifications earned by the product or the manufacturing facility. These logos are a testament to the product's adherence to specific quality or safety standards.

Can we request to get a Neutral label added to the product packaging?

Certainly! If you would like to request a neutral label to be added to the product packaging, we offer this customization option to meet your specific needs. Please follow these steps to initiate the process:

  1. Design Preparation: Create the desired neutral label design that you would like to add to your product packaging.
  2. Contact Us: Send the label design to us at Our team will review the design and work with you to ensure it meets the necessary specifications.
  3. Pricing: Please note that there is a standard charge of $2 per label for this customization service.

An item from my order is missing or incorrect; what should I do?

If you've encountered a situation where an item from your order is missing or incorrect, we apologize for any inconvenience and are committed to resolving the issue promptly. Here are the steps you should follow:

  1. Contact Customer Service: Please get in touch with our customer service team as soon as possible by emailing us at
  2. Include a Photo: To expedite the resolution process, kindly attach a clear photo of your packing slip to your email. This helps us identify and verify your order details.

What if I want to cancel my order? Or add a product to my order after it has already been placed?

We understand that circumstances may change, and you might need to make adjustments to your order. Here's how we handle order cancellations and modifications:

  1. Cancellation Within 24 Hours of Order Placement:
    - If you wish to cancel your order within 24 hours of placing it, you can do so at no cost. - Simply contact us at, and we will assist you in canceling your order.
  2. Cancellation After 24 Hours and Before Dispatch:
    - If you decide to cancel your order after the initial 24-hour period but before we dispatch the order, a standard flat fee of $75 per order will apply. - Your refund will be processed, with the cancellation charges deducted from the total amount paid.
  3. Adding a Product to Your Order: - If you want to add a product to your order after it has been placed, please contact our customer service team at They will guide you on how to make the necessary modifications.

Note: If you are enrolled in our "Buy Now - Pay Later" scheme, any cancellation charges will be debited from your account, and this amount will be adjusted against your next order.

What if I want to return unused and unopened products?

Return Criteria:

  • We accept returns for products that are unused, unopened, and still in their original packaging.

Timeframe for Returns:

  • You have up to 7 days from the delivery date to initiate a return for eligible products.

Return Conditions:

  • To ensure a successful return, please make sure that the product is in its original condition. If the product is damaged or not in its original state due to customer misuse, we reserve the right to either deny the return or deduct a restocking fee.

What if we receive defective or incorrect products?

If you receive a defective product or an item that is different from what you ordered, please contact our customer support team at within 7 days of receiving the product to request a return or replacement. We may require photographic evidence of the defect or incorrect item.