Answers for wholesalers, importers, flooring brands and project buyers. Start with a product reference, estimated quantity and destination. Product-specific details and commercial terms are confirmed in the written quotation and accepted order.
Purchasing and quotations
What should I send for a quotation?
Send the product reference or drawing, approximate quantity, destination city or port, preferred dimensions, construction, colour and finish, and required delivery window. For wholesale or OEM enquiries, include the target market and branding or packaging needs. Estimates are welcome; mark undecided details for review.
What are the minimum quantities, and can I mix SKUs?
Orders with customized branded packaging: Straight planks generally start at 300 square meters per color and size combination; herringbone, chevron and irregularly shaped products generally start at 300 square meters per specification. Special patterns, material combinations or packaging requirements are assessed separately.
Wholesale orders for our own-brand products or available stock: Generally start at 100 square meters, with multiple SKUs combinable subject to confirmed stock and shipping conditions. Quantities per item, mixed-loading arrangements and availability are subject to the quotation and order.
Samples and appearance
Are samples free?
Up to two standard non-custom small samples: sample fee USD0, freight extra. More than two standard small samples: quoted separately. Custom samples: USD150 × confirmed fee units, non-refundable, credited against a later bulk order; freight and other costs excluded. Type and total confirmed before payment.
Will the delivered flooring look exactly like the photograph?
Samples are used to confirm the agreed ranges for material, color, surface and workmanship. Natural wood may vary in grain, color and knots; conformity should be assessed against the agreed grade, sample range and technical standards. Issues outside the agreed range cannot be explained solely as natural variation. Website images and on-screen colors cannot replace the samples and written specifications confirmed by both parties.
Customization and OEM
Can dimensions, colour, finish or parquet patterns be customized?
Share the preferred timber, dimensions, construction, wear layer, joint profile, colour, surface and pattern, or send your drawings. Available combinations and manufacturing feasibility are reviewed for the selected product. Custom designs proceed only after the sample and written specification are approved.
Can you provide private-label packaging?
We can discuss branded cartons, product labels, carton markings and sample presentation. Provide your branding requirements and artwork. Packing details and artwork are confirmed in writing for the order.
Approval, inspection and payment
What is confirmed before production?
Before production, both parties should confirm in writing the product model, wood species, construction, dimensions, grade, color range, surface finish, quantity, packaging, price, payment terms, production arrangements and delivery terms. Custom parquet or special products also require confirmation of drawings, laying direction and samples. Samples, drawings, technical specifications and inspection checklists should be version-labeled and serve as the basis for production and acceptance.
After production and factory self-inspection are complete, we notify the customer to arrange pre-shipment inspection. The inspection method, items, sampling scope, assessment criteria, completion deadline and costs should be confirmed with the order before production. Factory self-inspection does not automatically replace customer inspection or confirmation of inspection results. If the customer subsequently adds or changes inspections, tests or acceptance standards, feasibility, costs and the effect on delivery timelines must first be confirmed in writing; new requirements cannot unilaterally be made the acceptance criteria for the original order.
The customer may choose an on-site factory inspection, inspection by an authorized representative or third-party organization, live video inspection or, with both parties' written agreement, confirmation of inspection results based on the self-inspection report, photographs and videos for the relevant order. The authority of inspection personnel and the effect of third-party reports should be clarified in advance. Inspection reports and records confirming results do not constitute written shipment release.
Video is subject to limitations of the camera, lighting, network connection and sampling scope. It cannot replace all on-site inspections or laboratory tests and does not mean that every flooring piece has been inspected. Before inspection, both parties should confirm which items can be checked and which are not covered.
What are the payment terms?
Basic process: Order confirmation → Production advance received → Production and self-inspection → Customer inspection → Final balance received → Written shipment release → Dispatch arrangements.
After both parties confirm the order and the necessary samples and drawings, the customer pays the agreed production advance. The advance percentage, payment currency, payment method and allocation of fees are stated in the quotation or contract. Production is scheduled once the advance has been received and all information required for production has been fully confirmed. If delayed payment or confirmation of information by the customer affects scheduling, the delivery timeline will be adjusted in accordance with the contract and the actual impact, with written notice to the customer.
After the customer's inspection is complete, results are confirmed and related issues have been addressed under the plan agreed in writing by both parties, the customer must pay the final balance in full within the contractual deadline. After we verify that the final balance has actually been received, the person designated in the order as responsible for release completes a separate written shipment release. Only then are dispatch or handover arranged according to the order. A bank transfer slip is not equivalent to receipt of funds. Shipment release must not be completed and dispatch must not be arranged before receipt of the final balance; receipt of the final balance itself does not replace written release. If the final balance is not received as agreed, shipping arrangements may be suspended under the contract, with related notices, delivery adjustments and costs handled in accordance with the contract. Any changes to the goods, packaging or transportation arrangements after release require separate written confirmation.
Each order should specify the inspection deadline after notice that the goods are ready, the deadline for paying the final balance after confirmation of inspection results, the written release procedure after receipt of the final balance, and the deadline for collecting the goods or providing shipping instructions. If the customer is delayed, we will issue a written reminder as agreed, identifying the outstanding steps, the deadline for completing them and any potential costs or effects on the delivery timeline. A lack of reply does not automatically mean that inspection has passed or release has been completed. Delayed arrangements do not automatically mean that the factory has agreed to extend the original payment or collection deadline.
Production and shipping
How long does production take?
Production usually takes 25–40 days after the advance payment. The specific conditions for commencement and the delivery timeline are confirmed according to the product, quantity, customization requirements and order. Production time is not the same as time to arrival; inspection, transportation and customs clearance time must be considered separately.
How are shipping, packaging and import costs arranged?
Shipping availability, routing and costs are assessed for your destination and order. Confirm carton coverage, dimensions, net and gross weights, pallet arrangements and shipping marks for the selected specification. The quotation defines the delivery terms, freight scope, insurance where applicable, taxes, duties and import responsibilities. Transport and destination handling are separate from production time.
The contract should clearly state the transportation method, delivery location, freight charges, insurance, export customs declaration and import customs clearance responsibilities. Where Incoterms® are used, the specific rule, named place or port and edition should all be stated. Risk in the goods transfers according to that agreement and is not determined categorically by payment or a 'shipped' status. Transfer of ownership of the goods is governed separately by the contract.
Technical information and installation
Which test reports or certifications can I request?
Tell us the target market, product model and project requirements. Ask for the applicable documents for the proposed product and construction. Check the issuing and manufacturing entities, product scope and validity before approval. Partner-factory documents require authorization and verification; a report for one product does not establish coverage for every product.
Is the flooring suitable for my installation method or underfloor heating?
Provide the selected product and construction, subfloor, site conditions, installation method and heating-system details. Request the relevant product guidance and have suitability confirmed for the intended application before ordering or installation. Do not assume one installation or heating recommendation applies to all products.
Delivery checks and after-sales
What should I check when the shipment arrives?
On receipt, please check the packaging, package count and any obvious damage. If there is damage, moisture exposure or a shortage, retain photographs taken at the scene, packaging, carton labels and delivery receipt records, and promptly notify us and the relevant carrier. The matter will be handled in accordance with contractual, transportation and insurance requirements.
Before installation, please check the product model, color range, specifications and visible condition. If anything unusual is found, stop using the affected goods, retain samples and evidence, and take reasonable steps to prevent further loss. Installation environment, subfloor conditions, storage, installation and maintenance should comply with the written technical requirements for the specific product.
The customer's inspection, payment, receipt of goods or installation does not in itself discharge liabilities that cannot legally be excluded. Additional losses caused by the customer's failure to take reasonable inspection or mitigation measures will be assessed according to the actual cause, the contract and applicable law.
How do I report a quality concern?
When raising a quality or delivery concern, please first provide the order number, product model or batch, description of the issue, affected quantity and photographs or videos. Depending on the issue, carton labels, packing lists, inspection reports, delivery receipt records, storage information or installation-environment information may also be required. Retain the affected goods, necessary packaging and representative samples to facilitate verification. The deadline for notifying concerns, products covered by warranty, warranty duration and commencement are governed by the contract and applicable law. Please contact us promptly after discovering an issue.
We will investigate the cause against the written specifications, approved samples, pre-shipment inspection records, shipping records and any necessary test results. Submission or acceptance of a claim for review does not mean that responsibility has been established or compensation promised. If reinspection or third-party testing is needed, both parties should first confirm the organization, methods, samples and cost arrangements, with costs settled under the contract according to the established cause. Where multiple causes contribute to a loss, the matter will be handled according to the respective causes, responsibilities and applicable law.
Where are warranty coverage and remedies confirmed?
Manufacturing defects that could not reasonably have been discovered during pre-shipment inspection, and that evidence shows already existed at the agreed point of risk transfer, remain subject to investigation and resolution under the contract and applicable law. Passing inspection does not constitute a blanket exclusion of liability for all latent manufacturing defects.
Once our responsibility is confirmed, the customer should give us a reasonable opportunity to inspect and remedy the issue, to the extent permitted by the contract and applicable law. Both parties will first confirm feasible options, such as repair, supplemental supply or replacement, and completion arrangements based on the nature of the issue, the affected goods and usage needs. If a reasonable remedy is not possible, is not completed as agreed or still fails to meet requirements, a price reduction, appropriate refund or other resolution will then be determined under the contract and applicable law. Remedies that may be claimed directly under the law remain unaffected.
This policy does not provide an unlimited guarantee or unconditional compensation. The scope of compensation, liability limits, indirect losses and lost profits are governed by valid contractual provisions and applicable law. This policy does not exclude any liability that cannot legally be excluded or limited.
Can a custom or OEM order be changed or cancelled?
Customers wishing to change or cancel an order should submit a written request as early as possible. Based on the actual progress of material procurement, sample production, manufacturing, dedicated packaging and shipping preparations, we will assess whether work can be stopped or adjusted and provide the cost and delivery implications for both parties to confirm. Order-specific costs already incurred or reasonably committed will be settled under the contract and applicable law after deducting amounts that can be avoided, recovered or reasonably repurposed. The same loss must not be charged twice.
Until a written agreement is reached, a change or cancellation should not be treated as accepted. Both parties should take reasonable steps to prevent further loss, and payments already made will be dealt with after settlement has been confirmed. The specific rights to cancel, method of calculating costs, and refund or additional-payment arrangements are governed by the contract and applicable law.
For customized and made-to-order B2B goods, we do not offer a generally applicable promise of returns or exchanges without cause. Returns, exchanges or cancellations for reasons unrelated to quality are handled under the parties' contract and applicable law. Manufacturing or delivery nonconformities will be assessed separately through the after-sales process in this policy.
The legal nature of the production advance and settlement upon cancellation are governed by the contract and applicable law. Corresponding records should be retained for materials, sample production, manufacturing, dedicated packaging and other costs incurred for the order. Upon cancellation or amendment, settlement is based on the contract, actual progress and costs remaining after reasonable mitigation; the advance is not treated categorically as either fully refundable or entirely non-refundable.