Logistics & after-sales
Shipping, lead times & returns
How our orders leave Shenyang, how long they take to arrive, and exactly what happens if something is wrong when they do. Written to be specific enough to plan around.
Last updated: 4 November 2026
1. Production lead times
Lead times are counted from the day we receive both your written artwork approval and your deposit, not from the day of enquiry.
| Order type | Production time | Notes |
|---|---|---|
| Stock design, standard box | 7–12 days | No design cycle |
| Your artwork, standard box | 8–15 days | After mockup approval |
| Custom rigid gift box | 15–22 days | Includes box production |
| Pre-production sample | 3–5 days | Plus freight transit |
| Dropship order | 3–7 days to dispatch | Per order, subject to stock |
Peak season runs from September to November. If your order must land before a Q4 launch, confirm your production slot with us before you finalise your marketing dates.
2. Trade terms and ports
- FOB Dalian (standard) — the port is roughly 40 minutes from our workshop.
- EXW Shenyang — for buyers with their own forwarder or consolidator in China.
- CIF / CFR — quoted to your destination port on request.
- DDP — delivered to your warehouse, duty paid, quoted per destination and per commodity code.
We can consolidate your order with goods from other suppliers at our Shenyang warehouse, subject to advance notice and storage limits.
3. Freight options and transit times
| Method | Typical transit | Best for |
|---|---|---|
| Courier express (DHL, UPS, FedEx) | 5–10 days door to door | Samples, orders under 100 kg, urgent replenishment |
| Tracked air freight | 8–16 days airport to airport | 100–500 kg, time-sensitive bulk |
| Sea freight, LCL | 25–40 days port to port | 500–3,000 kg, no fixed deadline |
| Sea freight, FCL | 22–35 days port to port | Full containers, best unit cost |
Transit times exclude customs clearance, which varies by destination and can add 1–10 days. Duty, VAT/GST and any import handling charges are the buyer's responsibility unless the order is quoted DDP.
4. Packing standards
- Canvases are folded (not rolled) and enclosed in a printed paper band, then vacuum-bagged.
- Paint pots are bagged as a set to contain any lid movement in transit.
- Kits are packed in export-grade cartons with your shipping marks; palletisation on request.
- Carton quantities and gross weight are stated on every packing list.
5. Inspection and acceptance
Before cartons close we send a photo inspection report showing kitting, cartons, quantities and any issue we found. You may appoint a third-party inspection company; we will book the slot and provide access. Claims for shortage or visible damage must reach us within 14 days of delivery and must include photographs and a count.
6. Returns and reprints
Custom-manufactured goods cannot be returned for change of mind, and we cannot accept a return because a design did not sell as expected. What we do cover:
- Manufacturing defects — misprinted canvas, wrong colour key, damaged pots, missing components. We reprint, replace or credit at our cost.
- Transit damage — where our packing standard failed, we replace the affected units in your next order.
- Wrong item shipped — corrected at our cost, usually by express at our expense.
Approved remedies are issued as a credit against your next order or a direct reprint, at your choice, within two working days of the claim being agreed. Where a defect affects more than 5% of a shipment, we will also cover the return freight of the affected cartons.
7. Dropship orders
Dropship parcels ship under your brand with no supplier documentation inside. Undeliverable parcels are held for 14 days and then returned to the address you nominate; return freight is charged at cost. Lost parcels are replaced or credited once the carrier confirms the loss, normally 20–30 days after dispatch.
8. Force majeure
We are not liable for delays caused by events outside our control, including port closures, carrier strikes, customs action, government restrictions or extreme weather. In such cases we will tell you as soon as we know and agree a revised schedule or a partial shipment.
9. Questions
Logistics questions: [email protected]. Order and production questions: [email protected]. See also our terms of service and FAQ.
Need a freight quote for your market?
Tell us the destination postcode and approximate weight, and we will quote express, air and sea side by side.