What is a support ticket?
We are not actively managing the process on behalf of our customers. Instead, you must submit a support ticket when you have questions or need help during the importing process. Support is limited based on the number of tickets included in the Starter Package.
What kind of questions can we ask?
We can answer your questions related to import products from Asia, including those about:
- Private labeling and branding
- Product development
- Supplier sourcing
- Product regulations, document and labeling requirements
- Payments and fraud prevention
- Quality control and lab testing
- Shipping, customs, and taxes
Can you manage all communications with the suppliers for me?
We don’t actively manage the project for our customers, including supplier communication. It’s up to the user to follow the project plan and ask questions or request assistance when the need arises.
Do you help me get prices and other information from suppliers or other parties involved?
We don’t contact suppliers or other third-parties during any stage of the process, as part of the Starter Package. Here are some examples:
- Calling or emailing suppliers
- Requesting quotations
- Price negotiation
- Ask questions
- Resolve disputes
- Contact government agencies
- Customs/HS code classifications
Starter Package users must self-manage the process using the project manager, and other tools provided. You can contact us to ask questions, or request help using the Starter Package platform (e.g. document templates and service booking) – but we are not actively managing the project for our users. Keep in mind that the platform itself gives you the tools you need to self-manage the process.
Note: We do offer optional Add-on Services* in case you need additional assistance from us:
*Sold separately and not included in the Starter Package
How long does it take to get a reply?
We normally reply within 24 hours, excluding holidays and weekends (Saturday and Sunday).
Can I buy more tickers if I run out?
Yes, you can buy more tickets here.
What is included in the Import Manual?
The Import Manual is a set of tutorials, videos and task lists covering the entire importing process:
- 1. Prepare Product Specification
- 2. Supplier Sourcing
- 3. Product Sample Order
- 4. Placing Your Order
- 5. Shipping, Customs & Taxes (US, EU & Australia)
Can I track my progress as I go through this process?
Yes, you can mark tutorials as completed.
Where can I find a complete list of tutorials and videos?
Click here to download a PDF overview of Modules 1-4.
Click here to download a PDF overview of Module 5.
Product Safety Databank
What is included in the Product Compliance Module?
The module covers tutorials, videos, checklists, document templates, and label templates – helping you ensure compliance with applicable product regulations in the US, EU, and Australia.
Do you guarantee that the information in this module is entirely accurate and up to date?
No, we cannot ensure that the information we provide the Product Compliance Module is 100% accurate and always kept up to date. Regulations are subject to change and interpretation by the relevant authorities. That said, we do provide comprehensive guidelines and checklists that help Importers understand what it actually means to ensure compliance with safety standards, labeling, and document requirements when importing from Asia. Still, we recommend that you consult local authorities before you import products.
Where can I find a complete list of tutorials and other content?
Click here to download a PDF overview.
Based on what criteria do you source suppliers?
Supplier selection is based on publicly available company information. This includes registered capital, certification, test reports, and product scope. We also apply different criteria depending on the product category and industry.
Note that we can only reflect actual market conditions. We cannot bend reality and source manufacturers that don’t exist or identify suppliers offering below market prices or MOQ requirements.
How does your sourcing process work?
Step 1: Determine supplier type
Once we receive your sourcing request we determine which type of supplier we should target. We also set our selection criteria:
- Product Scope
- ISO 9001: Yes / No / Preferred
- BSCI or Sedex: Yes / No / Preferred
- Test Reports: Yes / No / Preferred
- Registered Capital: Min XXX,XXX
- Location: City, Province, Country
Step 2: Supplier shortlist
We review suppliers on B2B supplier directories to identify 6 to 8 suppliers matching our criteria.
We cannot select suppliers based on the following criteria:
- Product design
Step 3: Supplier List (PDF) Delivered
We normally deliver the Supplier List (PDF) via email within 3 to 5 days.
What kind of information is provided in the Sourcing Report?
- Company name
- Product scope
- Registered capital
- Quality Management System (ISO 9001)
- Social Compliance (BSCI or Sedex)
- Website / Contact Page
Do you guarantee that the suppliers in the report are reliable?
Suppliers cannot be classified as consistently ‘reliable’ or ‘unreliable’. While we filter suppliers based on the selection criteria to find the most qualified companies, the outcome depends entirely on how the process as a whole is managed. There are also other supplier-related risks to be taken into consideration that can never be eliminated by our selection criteria. Here are a few examples:
- Failure to produce a satisfying product sample
- Quality issues during production
- Failure to adhere to initial quotations
- Frauds perpetrated by individual employees (e.g. payment scams)
- Supplier bankruptcy
- IP theft
Our selection is based on an assessment – which cannot reasonably predict every single outcome. Do not assume that the suppliers listed in this report are by default and in every situation ‘reliable’ or ‘quality’ suppliers.
Do you have a sample report available?
Yes, click here to download a sample report.
How many suppliers are listed in the report?
Normally 6 to 8 suppliers.
How long does it take to process the supplier list?
3 to 5 days (not including weekends and public holidays in Hong Kong)
Do you contact the supplier and/or manage our order?
No, we don’t contact any of the suppliers. You must contact the suppliers directly and follow the process in the project manager.
Supplier Check Tool
Why do I need the Supplier Check System?
The Supplier Check System can help you to categorize suppliers into the following categories:
- Not Qualified
The system is tweaked according to the industry. Hence, a supplier that may be classified as Excellent in one industry (or product category) may be only Average in another.
The Supplier Check System shall be used together with the sourcing process explained in the 4 Part Import Manual.
How do I use the system?
The system is based on data entered by the user, which includes, for example, the registered capital and the year of registration. This information can be found for free on various company websites.
In addition, the user is requested to answer a few questions about the supplier and the information they present.
Based on the answers and information provided by the user, the system then makes a points assessment.
A Supplier Assessment Report is then automatically generated and delivered by email to the customer (the report will be delivered to the email address provided during the purchase of the Starter Package).
What kind of Document Templates are included?
- 1A: Product Specification Document
- 2A: Supplier RFQ
- 3A: Product Sample Terms
- 3B: Product Sample Revision
- 4A: Production Manual
- 4B: Quality Control Checklist
- 4C: Purchase Order
What kind of services can I book?
The booking system gives you permanent access to our network of service providers, offering the following:
- Sea and air freight
- Lab testing
- Quality inspections
- Factory audits
- Social compliance audits
You can get a free quotation and order these services within our platform.
Which companies provide these services?
We are currently offering services provided by the following companies:
- Sofeast Ltd
- QIMA (formerly AsiaInspection)
How do I know which Extra Services to order?
You are not required to order any of the services listed on the Dashboard. That said, you will likely need shipping, quality control and make payments to your suppliers.
The purpose of the Extra Service Dashboard is to give you access to a set of verified and reliable service providers, many of which are leaders in their respective industries.
How do I pay for the extra services provided by Chinaimportal?
The services sold on this Dashboard use the same checkout system that you used to pay for your Starter Package. Hence, as an existing customer, you are already familiar with the process. You can either pay via PayPal or Credit Card (Stripe Checkout).
How do I pay for the extra services provided by Chinaimportal’s partners?
You shall pay via the partner’s payment gateway, not to us. Most partners offer PayPal, Credit Card and Wire Transfer as payment methods.
Which terms of services apply for services sold by third parties?
Can I pay with my Visa or MasterCard?
Yes, we offer credit card payments through PayPal or Stripe. Customers based in certain countries may be required to create a PayPal account in order to make a Credit Card transaction. This is free and only takes a moment. You just need to add your email address and agree with the Paypal Terms of Service. With Stripe, you don’t need to create an account.
Can I pay with PayPal?
Yes, you can pay with your balance, bank account, or credit card through PayPal.
Do you have a refund policy?
The client has the right to cancel the purchase up to, but no later than, 14 days from the order date. However, this only applies if the client has not yet used the platform and/or consulting services.
- Submit support ticket
- Submit supplier sourcing ticket
- Request service quotation
- Download or copy document templates
- Starting a new project
Do you offer a safe payment method?
Yes, all payments are processed by PayPal or Stripe, which uses an SSL certificate to encrypt your data.
Will I receive an invoice for my company?
Yes, it’s delivered together with the payment confirmation email.
Where can I find your Terms of Service?
Follow this link to read our Terms of Service.