Question 1

Where is Hanhe Located ?

Accepted Answer

Our head office located in Anhui province China, we have two warehouse, the other one located in Guangdong Provice.

Question 2

Are you cheaper than aliexpress ?

Accepted Answer

Sometimes, it depends on quite a few factors. At times we can beat them by $1 or $2, whereas some products will be much more expensive. Generally, we do not attempt to beat or even compete with Aliexpress as we offer a much, much higher level of service. If we are able to offer you better pricing than Aliexpress, consider it a bonus.

Question 3

What are your working hours ?

Accepted Answer

Official business hours are 08:00-17:30 Monday-Saturday, Beijing time. We fulfil orders on a regular basis outside these hours except for national Chinese holidays when our couriers do not operate. We typically respond to all clients during our business hours and sometimes out of hours, although please allow up to 24 hours for a response.

Question 4

What is your capacity ?

Accepted Answer

Currently (Q1 2022), we have a capacity of 10K daily orders, although we have yet to send out that many orders in any one day. We always try to have at least double capacity for scalability.

Question 5

Can you provide invoice ?

Accepted Answer

Yes, every transaction has a detailed invoice which you can use to help legitimise your business. Be that providing proof to payment processors, ad accounts, or anything else.

Question 6

Do you offer credit?

Accepted Answer

No, we will not place any orders or dispatch any products unless your balance is positive.

Question 7

What payment method do you accept ?

Accepted Answer

We currently accept PayPal, Wire/ACH and credit cards, Payonneer. Fees for the respective methods will be charged on top.

Question 8

Do you have a return policy ?

Accepted Answer

Yes, orders can either be returned to our China-based warehouse. Please note, however, we don’t recommend your customers return products to China as it’s costly, slow and also subject to custom and duty charges which will be billed to your account.

Question 9

Do you pack all products in a single package so my customer receive one parcel ?

Accepted Answer

We do indeed, which is the main advantage of using a fulfilment company as they can source and consolidate all items into a single order, saving you money and greatly improving your customer experience. If for any reason you’d like us to send it separately, we can do that too.

Question 10

Can you do custom card insert ?

Accepted Answer

Yes, we can print any design and almost any size you like to include in your orders with a turnaround as soon as 2 days. 
If you have any further questions at all, our time will be happy to help. Please contact us directly for any further or specific queries.

Question 11

Do you have a product catalog?

Accepted Answer

No, we are not a supplier, wholesaler or manufacturer. We mainly cater to experienced, higher volume clients or those who are ready to transition to a brand as a result of a long term, consistent and successful marketing campaign. If you would like to see the products which we have previously sourced or added to our marketplace, please see them on best sellers.

Question 12

Can you fulfill all kinds of products ?

Accepted Answer

No, white powders, weapons and weapon accessories, liquids of 100ml+, foods and organisms, flammable/explosive and corrosive materials, counterfeit goods and the other obvious prohibited items cannot be sent out of China legitimately.

Question 13

Do you offer product QC ?

Accepted Answer

Yes, as default we inspect 20% of all products before being packed. Items found to have imperfections, be defective, or have aesthetic differences (colour, size, style etc) will be returned to the supplier and replacements requested. You will be informed of such occurrences so that you can keep your customers informed. We offer additional QC checks at an extra cost for bespoke requirements. Find out more about our QC service.

Question 14

Can you recommend hot-selling products?

Accepted Answer

No, we take our customer’s privacy very seriously. Even though most of our clients are high volume brands and it would be difficult to replicate their success, we never disclose such data to anyone and is strictly confidential.

Question 15

Do you offer custom/branded packaging?

Accepted Answer

Yes, we can get your packaging designed and printed with logos and any other bespoke requirements you may have. Find out more about our branding service

Question 16

Can you source any products?

Accepted Answer

In most cases, yes, as long as you provide a URL, image, or detailed specs. We will be able to source it if it is available on the market. If not, there is always an option to develop, or somewhat replicate the product if it does not break any trademarks or copyright.

Question 17

Do you offer product QC ?

Accepted Answer

Yes, as default we inspect 20% of all products before being packed. Items found to have imperfections, be defective, or have aesthetic differences (colour, size, style etc) will be returned to the supplier and replacements requested. You will be informed of such occurrences so that you can keep your customers informed. We offer additional QC checks at an extra cost for bespoke requirements. Find out more about our QC service.

Question 18

What shipping lines do you use ?

Accepted Answer

We use a multitude of lines, most of which are from the more reliable shipping companies. Examples are Yunexpress, 4PX, Yanwen, UBI, TNT, DHL, UPS, FedEx etc. We are always adding and testing new lines to help improve customer experience.

Question 19

Can I send my own products to your warehouse for you to fulfill as 3PL provider?

Accepted Answer

For sure! We have many clients who transitioned over to us from their manufacturers or wholesalers as they were either not experienced enough to manage fulfilment, or they just couldn’t keep up with the volume.

Question 20

What Countries do you ship to?

Accepted Answer

We can ship to almost every destination in the world, although there are quite a few which we do not recommend sending to as the logistics infrastructure in such countries is very poor. As a result, loss, damage and speed are unfavourable.

Question 21

Do you push tracking numbers automatically to my store?

Accepted Answer

Yes, once dispatched, tracking numbers will be synced seamlessly. We do not generate or push tracking numbers before we physically dispatch as this skews data.

Question 22

What is your processing time?

Accepted Answer

As long as you have inventory, we dispatch within 24 hours and in rare cases, during very peak periods, within 48 hours. If you do not have inventory and are operating on a dropshipping basis, the average sourcing time is 4-5 days after physically receiving your payment.

Question 23

Are all your parcels tracked?

Accepted Answer

Yes, we only use trackable services unless for any reason you specifically request untracked (although this is not recommended).

Question 24

What are the shipping time to most countries?

Accepted Answer

About 8 to 12 working days, some countries faster.

Question 25

Can you hold inventory for faster dispatch and cost saving?

Accepted Answer

Of course, we highly recommend this route for high volume sellers. There are no additional fees for doing so, in fact, you can save a lot of time and money with processing times reduced to within 24 hours.

FAQ