Shipping & Return Policy
All orders are processed, inspected and shipped from our official warehouse and operation address in China. Below are our standardized logistics, shipping, return and refund policies applicable to all orders placed via HolaSourcing official website.
Logistics Overview
At HolaSourcing, we provide customized one-stop logistics solutions for global B2B clients, covering product sourcing, pre-shipment inspection, warehousing consolidation and door-to-door shipping services, ensuring your goods are delivered safely and cost-effectively worldwide.
Considering the characteristics of cross-border bulk B2B transactions, we offer three mainstream shipping solutions to match different delivery time requirements:
- Express Delivery: 4-7 business days (supported by DHL, FedEx and UPS)
- Standard Air Freight: 8-18 business days
- DDP Sea Freight (Door-to-Door): 20-40 business days
For all finished overseas shipments, local last-mile delivery will be completed by reliable local carriers including UPS and FedEx. Please note that shipping lead times are affected by peak shipping seasons, port congestion and international flight schedules. All listed transit times are for reference only. We will send you the latest accurate estimated delivery window after your order is confirmed.
Order Processing & Payment Terms
Handling Time
After your order contract is signed and full/partial payment is confirmed, we will generate and send you the official logistics tracking number within 2 business days.
Official Payment Rules
- Customized Products: 100% full upfront payment is required before production starts
- Standard In-Stock Products: 50% deposit to start order processing, and the remaining balance shall be fully settled before goods shipment
Real-Time Shipment Tracking
Once logistics information is updated, you can check real-time shipment status 24/7 via the official website of corresponding carriers with your unique tracking number, or contact our account manager for manual tracking inquiry anytime.
Payment Security Reminder: HolaSourcing will never change official bank accounts or payment channels without formal written email notice. Please verify all payment instructions via your exclusive sales representative or our official email: support@holasourcing.com to avoid fraud risks.
Shipping Insurance & Cargo Protection
To cover potential transit risks during cross-border transportation, we provide optional comprehensive shipping insurance for all orders:
- Insurance Premium: Charged at 0.1% of the total declared cargo value
- Total Cargo Loss Compensation: Full compensation based on insured value will be offered once total cargo loss during transit is confirmed by carriers
- Damaged Goods Handling: Please submit complete photo and video evidence within 48 hours after package delivery for damaged goods. We will file insurance claims actively and arrange free product replacement or proportional refund according to official damage assessment results
- Shipping Delay Compensation: A 10% refund of total shipping fee will be provided as goodwill compensation if logistics mistakes cause delivery delay over 60 days beyond the agreed timeline
Exclusion Statement: We are not responsible for delay compensation caused by force majeure events, including extreme weather, port strikes, epidemic control policies and regional political unrest. All agreed shipping time shall be subject to the final confirmation record between you and our sales team.
Shipping Regions & Customs Clearance
We mainly serve B2B buyers from the United States, Canada, Europe, Southeast Asia and other global regions. Before arranging shipment, our team will conduct a detailed delivery address assessment to check potential remote area surcharges and logistics restrictions for your destination.
For bulk air and sea freight orders, we adopt standard DDP (Delivered Duty Paid) shipping terms by default. All import duties, local taxes and customs clearance fees are included in your original quotation, with no hidden extra fees upon goods arrival.
Returns, Exchanges & Refunds Policy
Return Eligibility
We accept return and exchange applications within 7 calendar days after package delivery, only for products with quality defects or wrong items inconsistent with signed order contracts.
Important B2B Return Reminder
International return shipping cost from overseas back to China is extremely high for cross-border B2B orders. We implement strict pre-shipment quality inspection and sample confirmation processes. We highly recommend clients to order pre-production samples or apply for online video inspection before bulk order arrangement to avoid unnecessary return losses.
Non-Returnable Items
- All customized products made according to exclusive buyer requirements
- Products damaged artificially after delivery or beyond the 7-day return window
- Products with normal wear and tear caused by daily use
Standard Return & Refund Process
- Contact your exclusive sales representative directly to submit after-sales application
- Submit valid picture/video proof of product problems
- Wait for our official review and return instruction arrangement
- Official refund will be processed within 5 business days after we receive and inspect returned goods
For formal after-sales disputes, please send detailed order information and communication records to our official email: support@holasourcing.com.
Special Case: Delivered But Undelivered Package
If tracking information shows package delivered but you fail to receive the goods, please follow the steps below:
- Check local monitoring camera records around delivery address
- Contact local carrier (UPS/FedEx/DHL) immediately for delivery signature inquiry
- Our team will launch official internal logistics investigation synchronously to assist you to solve the problem
Official Customer Support
Our team provides full-cycle after-sales support for all shipping and order issues. For formal complaints, order disputes and policy consultation, please contact us via official email: support@holasourcing.com.
Note: Email is the most effective official channel for dispute review and record keeping. Please prioritize email contact over instant messengers for formal after-sales applications.