Help Center

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. Package refund requests must be submitted within 7 days of purchase. This is the package-fee refund window; it is separate from the sample-deposit return window, which follows the original supplier platform's rules (7 calendar days from QC-hub receipt by default). Unused credits left when a package expires are not refundable.

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.

Sample Shipping Guide — how your sample gets to you

1) After the QC video is ready, open the sample order and choose "Ship the sample". 2) Pick a delivery address in Address Management, or add a new one. 3) The international express fee is paid together at checkout. 4) Once dispatched, the tracking number is shown on the order page. Packing standard: the outer carton must arrive intact and the inner packing (bubble bag, divider, foam) complete — this is part of the QC checklist your sample is checked against.

How to Submit a Sample — from request to sample order

1) On the home page, submit a sourcing request: paste the product page link or an image link; the product name is optional. 2) We compare factories and send you a quotation. 3) Once the quotation is confirmed, a sample order is created and you pay the sample deposit — deposit = sample unit price × MOQ + first-leg freight + inspection-and-video fee. 4) The order page then shows the MOQ, source link, order time and tracking number.

QC Report & Video Guide — where to watch and keep your video

1) After your sample arrives at our QC hub, most samples are checked within three business days. 2) The order moves through four steps: Requested → Shipped → QC Received → Video Review. 3) Open "Watch QC Video & Decide" on the sample order page to watch the full tamper-proof unboxing and inspection video. 4) Videos and sample photos are retained for 12 months by default for dispute reference, then archived or deleted automatically; they are never shared with third parties without your written approval, and you may request early deletion of specific orders in writing. 5) Need a walkthrough? Book a video call from the order page with your WhatsApp number, date and time slot. Rush processing is available at USD 11.90 per ticket and shortens QC video delivery by 1-2 working days.

Return & Exchange Rules — window, test and refund path

1) After watching the QC video you must decide explicitly: accept the sample, or submit a dispute and request a return. The sample is not dispatched overseas before your explicit decision. 2) Return eligibility uses a two-prong test, and both prongs must be met: the sample is still fit for resale (item, original packaging, accessories, tags and labels complete, no trace of use, damage, alteration, disassembly or contamination, verified by the QC checkpoint with image evidence on file), and the return request is submitted within the supplier's committed no-reason return window — where unregistered, the platform default of seven (7) calendar days applies, counted from the date the platform QC checkpoint signed for the sample. 3) Return is not permitted if the sample is unfit for resale, the request falls outside the window, the sample was customised, relabelled or reworked at your instruction, or the damage is man-made. 4) If the arbitrator confirms a return-eligible case, the sample goes back to the supplier and only the goods-value portion is refunded to your original payment method; the QC fee is not refunded, and refund processing takes 3-7 business days subject to the payment provider. 5) If the sample fails QC at our checkpoint, it is returned to the factory with no platform handling fee — only actual freight applies.