FAQ | Fenghua

How can I submit a customization inquiry? How soon can I receive a complete quotation and solution after contact?

Fill out the inquiry form on our page or email us directly. Provide product type, quantity, customization requirements and target delivery date. Our sales team will send a detailed quotation & solution within 24 hours.

How do you handle claims for damaged or defective goods after bulk delivery?

Full in-line inspection and pre-shipment sampling are conducted before delivery. For damaged goods upon arrival, claims can be processed with photos provided; damaged items will be re-delivered free of charge or deducted from the next order payment.

What payment terms do you offer? Are credit terms different for new clients and long-term partners?

New clients pay 30% deposit upfront, with full balance settled before shipment after mass production is finished. Staged payment plans can be negotiated for stable long-term clients; pure credit sales are not available.

Can I do private label OEM? Can all factory logos be removed from outer & inner packaging?

Full OEM & ODM private label services are supported. Your brand can be printed on inner & outer packages and bottom stamps, with no factory logos or watermarks displayed.

Who owns the molds for custom exclusive ceramic shapes? Will mold fees be charged again for repeat orders?

Molds developed exclusively for clients belong to the order placer. No extra mold fees for repeat orders, and we store all molds free of charge for 3 years.

Do you provide free design services? What design file formats do you accept?

Full design services including 2D renderings and 3D modeling are free for confirmed orders. Accepted formats: AI, PSD, PDF, CDR. Free artwork retouching and color adjustment are included.

How much inventory do you have in the warehouse? Can stock be reserved for long-term cooperative clients?

We own a 20,000 ㎡ warehouse with over 13 million pieces in stock. Long-term key clients can apply for stock reservation to secure popular items without queuing.

Can export packaging pass international drop tests? Do you support custom color boxes and gift boxes?

Our packaging passes ISTA 1A/2A drop tests. Free structural & graphic design is offered for color boxes, magnetic gift boxes and window display boxes, with custom QR codes and multi-language labels available.

Will you guarantee the confirmed lead time during peak seasons? How will you handle delayed delivery caused by your side?

We have 20 automatic production lines with a daily output of 40,000 pieces, peaking at 100,000 pieces. Lead time is locked upon order placement. If production delay is on our end, we can negotiate logistics discounts or priority production arrangements.

What is the full delivery cycle for light customization and deep customization respectively?

Light customization on stock items ships within 48 hours. Full cycle for deep new-mold customization lasts 25–40 days (3–5 days for design confirmation + 7–14 days for sampling + 15–25 days for mass production).

Will special crafts such as embossing, crackle glaze and gold rim increase breakage rate? How stable are they in mass production?

All special crafts have passed mass production testing. Embossing is integrally molded without extra breakage cost. Crackle glaze features natural kiln variation, and gold rims use high-temperature gold liquid that resists peeling under normal use.

How do you control glaze color difference? Will obvious color variation occur in mass production?

We have an in-house glaze lab to complete Pantone color matching within 3–5 working days, with production color difference ΔE < 1.5. Consistent glaze color is guaranteed for the same batch and replenishment orders months apart.