Help Center
Browse the topics below. Every article is written for buyers and can be read without signing in.
How-to Guides
Practical workflows and what to prepare — start here.
Standards & Rules
QC standards and acceptance rules that build trust.
Policies & Terms
Rights, after-sales and legal terms, kept on file for disputes.
Account, Plans & Billing
Sign-in help, what a plan is, and where your balance lives.
More guides coming soon: bulk-order QC standard and sample storage rules.
FAQ
What do you check during sample QC?
We follow our universal QC checklist, which covers carton and packing, appearance, accessories, function and compliance. View the full checklist
How long does sample QC take?
Most samples are checked within three business days after they arrive at our QC hub.
Will I receive the QC video?
Yes. Every unboxing and check is recorded as a tamper-proof video and kept on file for your records.
What happens if my sample fails QC?
We return it to the factory at no extra platform service fee. Only the QC video fee applies.
Where can I download the checklist?
Use the download button on the checklist page to get the PDF version.
How long are QC videos retained? Could my videos or sample data be leaked?
Tamper-proof unboxing videos and sample photos are retained for 12 months by default for order dispute reference, then archived or deleted automatically. We will not share your sample images, videos or product details with any third party without your written approval. You may also submit a written request to delete the media files of specific orders in advance.
I forgot my password — how do I get back in?
Self-service password recovery is not available: we do not run email verification or an automated reset flow. Contact our support team, we verify your identity and reset the password manually. Contact channel: [email protected] (email) · WhatsApp +86 195 5991 9988.
What is a plan (credits)?
A plan buys a number of inspection-and-video sessions up front at a lower per-session price than buying one session at a time. Current tiers: 5 sessions USD 39.00, 10 sessions USD 69.00, 20 sessions USD 119.00. Prices move as the platform moves through service stages — the price shown on the Billing & Subscription page is the one that applies to you.
What exactly is "1 credit" / "1 session"?
One credit = one complete inspection-and-video service for ONE SKU. Two SKUs in the same request consume two credits.
Where can I see my remaining balance?
In your account: open the account menu and go to Billing & Subscription. Plan, invoices and remaining balance are shown there.
What happens when my credits run out?
Nothing is blocked. The session is simply charged at the standard single-session price in USD: 9.90 / 12.90 / 19.00, depending on your stage.
Is my first order free? Does it use up a credit?
Your first inspection-and-video session is free. The first-order benefit takes priority over any plan and does not consume a credit from your plan.
What is the expedite fee, and does it use up a credit?
Expedite service is charged once per order, currently USD 11.90. It is an extra service fee on top of your plan price or single-session price, and it does not consume a credit from your plan.
Do plans expire, and can I get a refund?
Plans are valid for 12 months, counted from the day after purchase, and we remind you 30 days before they expire. Refund formula: refund = price actually paid for the plan - (credits already used x the standard single-session price of your current stage, USD 9.90 / 12.90 / 19.00). The deposit is calculated separately and is not merged into the refund. How many days you have to request a refund: [TO BE CONFIRMED].
Is the deposit the same as the goods payment, or as my plan balance?
No. Deposit = sample unit price × MOQ + first-leg freight + inspection-and-video fee. It is a deposit, not the goods payment, and it is separate from your plan balance.
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