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Frequently Asked Questions

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Question 1: What’s the fastest way to get quotation from you?

All enquiries will be transferred to our market department then they will allot to correct sales, we always try to reply within the same day after we get the enquiry, if you need very urgent reply, please try phone call.

 

Please send us email (sales@fiber-all.com) or contact us online via Skype (Fiberall) or leave us a message if you need more information about us or products.

 

Question 2: What payment methods do you accept?

We are able to receive payment via T/T bank transfer, Paypal, Western Union, Cash, as well as L/C (within amount limit). As for T/T bank transfer, we have to add intermediary bank charge into the payment amount and it always take around 5days to reach our account. As for Paypal and Western Union, we are able to confirm the payment at the same day.

 

Question 3: What’s your shipping condition?

Fiberall have very good cooperation with many national and international forwarders and we always try to provide safe, fast, and economic logistic service to our partners.

For small parcel or weight less than 45Kgs, we recommend to ship by courier door to door service like UPS, FedEx, DHL or EMS. It usually takes 3-4days to reach the destination and economic service takes around 5-7days to reach. These courier services provide online tracking service. We will provide waybill number for tracking after departure.

 

For cargo above 45Kgs, they can be transported by air to the airport near you. It takes 3-5 days to arrive. But the destination of air transportation is airport only and you should finish customs clearance or you can find a local customs clearance agent around the airport to help you to do it. And you have to pick up the cargo from airport or arrange local delivery by yourself.

 

For orders with big volume (at least several cubic meters), we recommend ocean container. It is calculated by CBM, it has strict requirement on documents and the transportation time is very long, always takes 25-30 days or longer to arrive (after departure).

 

You can choose shipping way according to your real situation and you are allowed to appoint your own forwarder or consider our own forwarder. We will calculate and confirm the freight charge after the order qty is confirmed.

 

Question 4: What is the warranty or guarantee for your product?

Answer: We seldom meet quality problem, if there is defective products, we will provide replacement without argument and hesitate. But in order to avoid wrong specification, we always need our partner to confirm the description, picture, technical specification and so on. If we made mistake and provide wrong product which is not match with your real requirement, we also take responsibility for it. As for active products, we offer one year warranty.

 

Question 5: Do you provide sample and how can I get sample?

(1)As for general products, we provide free samples if the total value under 10 US dollars .If you have courier account like DHL, UPS, FedEx, we can arrange shipment for the sample directly, if not, you have to pay us the shipping cost.

(2)As for sample value over USD10, you have to bear all cost.

(3)Regarding new product which needs to design or produce, the cost may be double of the price.

 

Question 6: How to place an order?

(1) If you have your own order format, please send us your purchase order by email or fax. If you do not have a order format, just send us email and tell us what you want, with product model, full description, qty and your requirement on spec, packing, and shipping way.

(2) We will make Proforma invoice for your confirmation according to your order.

(3) Please arrange payment according to the request on the Proforma invoice and we will execute the order as soon as the payment is approved by our financial department.

 

We need to confirm the below information for your order:
*Delivery information - company name, detailed address, post code, contact person, phone number, destination airport or sea port, transportation method (by courier, by air or by ocean container)
* Product information –product model, full description, quantity, unit price, packing way.
* Your expected delivery time.

* Freight cost (prepay).
* Forwarder's contact information if there's any (your appointed forwarder).

 

Question 7: What is your lead time?

Lead time for different product is different:

(1)As for general product in stock, we are able to arrange shipment within 2-3 working days upon payment confirmation.

(2) For order with big quantity, it may take 5-15 working days to finis the production.

(3) For OEM or ODM products, the lead time is around 15-30 days, depending on the products types.

 

Question 8: Do you provide OEM/ODM products with our brand?

Yes, we have many years OEM and ODM experience and you can appoint your brand, material, packing even design.

As for OEM, we are able to provide customized print content on cable (with MOQ limit), print logo on product, customized packing, customized label and so on, please provide us your artwork in JPEG, TIFF and AI format if you need customized label, logo and packing. As for customized brand/logo, you have to guarantee it is your own brand, we do not accept brand which is not belong to you and we will not take responsibility for any infringement.

 

We also offer neutral products without any brand, or products with Fiberall brand or P/N for service tracking.

 

Question 9: What's the Minimum Order Quantity (MOQ)?

A formal order should be not less than USD $100. But there is no limit for a sample order. A small trial order may also be acceptable (depend on product type).

 

Question 10: What shall I do if we meet problem after shipment?

If you have question on cargo tracking or customs clearance, please contact our sales representative and request them to help you.

If there is any problem with the product, please submit an inspection report with order/invoice number, product description, problem description, photo, qty, your expected solution and so on, our sales representative will hand over complain to quality department and try to get best solution for you.

Very important: if there is any quality or other problem with the cargo, please submit complain within 7days after arriving, if there is no complain within 7days, the case will be closed in good condition and we will not accept further complain which is non warranty problem.

 

Question 11: Will I still have to pay duties on my package?
Duties are not included in our pricing. All importation charges will be paid by you if there is any. Please kindly check the import duty rate or policy for the items before you order.

 

Question 12: Can we become your sole distributor?

Fiberall is very strict on sole distributor, we will evaluate your company scale, your possible order amount per month, your ability to support the buyer, your technical strength to provide solution or solve problem and so on. So we do not authorize new buyer as sole distributor, if it is possible, please let us to talk sole distributor after we set up stable cooperation and we do not authorize sole distributor on the area which we already seized certain market.

 

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