Online Support

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 Asia Import Platform.

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 Asia Import Platform. Here are some examples:

• Calling or emailing suppliers
• Requesting quotations
• Price negotiation
• Ask questions
• Resolve disputes
• Contact government agencies
• Customs/HS code classifications

Asia Import Platform 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 Asia Import Platform 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:

• Price Research (Link)
• Supplier Screening (Link)

*Sold separately and not included in the Asia Import Platform

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 tickets if I run out?

Yes, you can buy more tickets here.

Import Manual

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.

Supplier Lists

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
• Price
• MOQ

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 outlined in the project manager.

Document Templates

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

Booking System

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 the Asia Import Platform. 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?

The terms of service and privacy policy of each respective service provider always apply. Notice that we do not offer any type of compensation or insurance, due to losses, delays, or other issues caused by a third-party service provider. Notice that this is also the case for the services we provide by ourselves.

Payment Methods

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.

Examples:

• 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.

Terms of Service and Privacy Policy

Where can I find your Terms of Service?

Follow this link to read our Terms of Service.

Where can I find your Privacy Policy?

Follow this link to read our Privacy Policy.