Frequently Asked Questions for Business Partners

Find quick answers to common questions about working with us. If your question isn‘t covered here, please don‘t hesitate to contact your account manager or submit an inquiry.

Eligibility & Application

Q: Who is eligible for your wholesale program?

A: Our wholesale program is exclusively for commercial business buyers including registered salons, hairstylists, hair studios, beauty training institutions, registered e-commerce sellers, boutique owners, brand owners, and trade distributors.

Individual consumers, personal buyers, and non-commercial clients are not qualified and will not be offered wholesale pricing.

To apply, you must provide valid business identification, salon profile, store link, or business certificate. We reserve the right to approve or reject any application at our sole discretion without explanation.

MOQ & Discount Policy

Q:What is your minimum order quantity?

A: ・First order: 10 units or total order value ≥ $1000, whichever is satisfied first.

・Repeat orders: No MOQ restriction.

・Custom orders (custom color, cap structure, packaging, logo): MOQ = 50 units.

Discount structure:

• 10–49 units: 2% off retail price

• 50–99 units: 7% off retail price

• 100+ units: 15% off retail price + negotiable customized pricing

Discount applies only to product unit price. It does NOT include shipping fee, insurance, fuel surcharge, customs duty, tax, sample fee, customization fee, or any other surcharges.

Sample Policy

Q: Can I get free samples?

A: Qualified approved wholesale clients may apply for a maximum of 3 free standard samples.

Q: How can I track my order?

A: Qualified approved wholesale clients may apply for a maximum of 3 free standard samples.

Custom samples are not free. Sample cost will be clarified separately and may be deducted from future bulk orders if you proceed with a formal order.

All samples are inspected before delivery. Once shipped, samples are non-refundable and non-returnable.

Order Confirmation & Production

Q: When is my order considered confirmed?

A: An order is only confirmed after we receive your 50% deposit and issue a written Order Confirmation Sheet via email.

Production will NOT start until deposit is fully received.

Once production is initiated, no cancellation, reduction, style change, color change, length change, density change, or cap size change is allowed.

If the buyer insists on modification, the buyer must bear full cost of produced goods plus extra labor and material loss.

Custom orders are final and non-cancelable once production starts.

Payment Terms

Q: What payment terms do you require?

A:50% deposit to start production

・50% balance must be paid before shipment

No order will be shipped under any circumstances before full balance payment.

Accepted methods: Bank Transfer (T/T), PayPal, Western Union.

All bank fees, transfer fees, intermediary bank fees, PayPal processing fees, and platform charges are solely borne by the buyer.

Payment delay exceeding 7 days will result in order suspension.

Delay exceeding 30 days will be regarded as automatic order cancellation.

Deposit will be retained as compensation for material, labor, and production loss.

Shipping & Risk Transfer

Q: Which shipping methods do you provide?

A:We support DHL, FedEx, UPS, air freight, and sea freight.

Shipping method is chosen by the buyer.

All shipping costs are borne by the buyer.

We assist in arranging shipment only; we are not a logistics carrier.

Once goods are handed over to the carrier, all risks including loss, damage, delay, wetting, deformation, theft, customs seizure, storage fees, and fines transfer to the buyer immediately.

We are not liable for any behavior or error of third-party carriers.

Customs, Duties & Import Responsibility

Q: Who pays import duties and taxes?

A:The buyer is solely, fully, and exclusively responsible for:• Understanding local import regulations• Obtaining necessary import permits• Paying all customs duties, import taxes, VAT, inspection fees, quarantine fees, and clearance fees• Completing customs clearance procedures• Providing documents required by customs
We only provide commercial invoice and packing list.We do NOT guarantee customs clearance.Any delay, fine, storage fee, or seizure caused by the buyer’s unfamiliarity with local import laws is the buyer’s full responsibility.

Package Return & Refusal

Q: What if the package is returned or refused?

A:If the package is returned due to buyer’s fault, including but not limited to:

・Wrong or incomplete address

・Refusal to accept delivery

・Refusal to pay customs duties

・Failure to pick up parcel on time

・Invalid recipient information

The buyer must pay:

• Round-trip shipping cost

• Storage fees

• Customs fines

• Handling fees

• Full order value

We reserve the right to claim full compensation through legal or third-party collection channels.

Quality Inspection Before Shipment

Q: Can I inspect goods before shipment?

A: Yes. You may inspect goods via real-time video, detailed photos, or sample evaluation.

All quality objections must be raised before shipment.

Once goods are shipped, the buyer is deemed to have confirmed quantity, style, color, length, workmanship, and appearance as correct.

No quality complaint will be accepted after shipment regarding issues that could have been found before delivery.

Warranty & Defect Coverage

Q: What does your warranty cover?

Warranty is limited only to manufacturing defects within 30 days after receipt:

• Severe shedding caused by poor hand-knotting

• Cap structure tearing or deformation

• Wrong item, wrong color, wrong length, wrong cap size

• Visible damage before wearing, washing, or installation

Claims require clear, complete, and continuous video proof.

Non-Warranty Items

Q: What is NOT covered under warranty?

A: The following are NOT covered and will not result in return, refund, or replacement:

• Normal slight initial shedding

• Tangling due to dry weather, friction, dust, or poor maintenance

• Damage caused by washing, dyeing, bleaching, perming, or heat styling

• Damage caused by wearing, sleeping, rough handling, or improper installation

• Damage caused by glue, tape, or adhesive products

• Color difference caused by screen display

• Normal wear and tear over time• Damage during shipping

• Unmet personal aesthetic expectations• Poor sales or client complaints

• Customs issues or shipping delay

Return & Refund Policy

Q: Do you accept returns or refunds?

A: We do NOT accept returns or refunds under any circumstances except verified manufacturing defects.

Returns are NOT allowed for:

• Change of mind

• Dislike the style

• Poor sales

• Client complaints

• Shipping delay

• Customs issues

• Color difference

• Wrong order placed by buyer

• Normal shedding or tangling

• Damage caused by buyer’s use

Unauthorized returns will be rejected and destroyed. No refund or compensation will be provided.

Malicious Chargeback & Dispute

Q: What if the buyer files a malicious chargeback?

A: Any chargeback, PayPal dispute, or credit card reversal filed without valid proof is regarded as fraudulent behavior.

We will:

• Provide full order evidence to the platform

• Initiate legal procedures if necessary

• Blacklist the buyer permanently

• Claim full compensation including order value, legal fees, and administrative costs

The buyer acknowledges this term in advance by placing an order.

OEM & ODM Customization

Q: Do you provide OEM & ODM service?

A: Yes, we support OEM & ODM including:

・Custom hair texture, color, length, density

・Custom cap construction (full lace, lace front, 360 lace, etc.)

・Custom logo, label, hangtag, packaging

Buyer must confirm design, color swatch, and sample before mass production.

Custom orders are non-refundable and non-cancelable once production starts, except for manufacturing defects.

Buyer warrants that their design does not infringe third-party rights. We are not liable for any intellectual property dispute.