Q How to handle problems such as damage or deterioration upon arrival of the goods?
A
We take full responsibility throughout the process, and relevant problems can be efficiently resolved through the following procedures to protect customers’ rights and interests:
① Receipt inspection: After receiving the goods, customers may inspect the packaging and product status on site. If damage, liquid leakage, deterioration or other defects are found, please take photos (clearly showing the damaged parts, product status and courier waybill) immediately for evidence preservation.
② Prompt feedback: Contact our after-sales specialist (response within 2 working hours) and submit the inspection photos and order information. We will verify the situation as soon as possible.
③ Resolution: After verification, we will arrange re-delivery of the corresponding quantity of products within 48 hours at no cost to the customer, or provide a full refund for the affected goods as required. We will also optimize the subsequent transportation protection scheme to avoid recurrence of similar problems.
Q Can remote areas (such as towns and mountainous areas) be delivered, and is there an extra transportation fee?
A Delivery to remote areas is available. We have established a complete logistics and distribution system through in-depth cooperation with courier companies, covering all remote areas including towns and mountainous areas without any delivery blind spots. For transportation costs, the expenses shall be calculated based on actual conditions.
Q How are the product packages protected to avoid damage, liquid leakage and other problems during transportation?
A
We adopt multi-layer protective packaging for different product forms to fundamentally prevent transport damage and liquid leakage:
① Inner packaging: For powder/granule products, food-grade PE sealed bags combined with aluminum foil moisture-proof layers are adopted; for liquid products, thickened and corrosion-resistant HDPE sealed drums are used, all of which have passed high-pressure sealing tests to ensure no leakage.
② Outer packaging: Five-layer reinforced corrugated boxes are applied, with pearl cotton and bubble film as internal buffers, and the boxes are wrapped with waterproof packaging film to prevent extrusion and moisture.
③ Special protection: For bulk transportation, wooden pallets are additionally used for fixation to avoid package damage caused by stacking and extrusion. The whole process conforms to the transportation packaging standards for feed additives, maximizing the integrity of goods.
Q Who shall bear the transportation cost, and are there any freight discounts for bulk orders?
A The transportation cost shall be borne by the customer, and discounts are available for bulk orders.
