Support & After-Sales
Support That Keeps Your Candle Program on Schedule
From the first quotation to the last carton, one named account manager owns your order. You get a written approval trail, a fixed ship window and a reply within 24 hours on working days - not a ticket queue.
On this page: how an order runs, what a sample costs, how payment and shipping work, which documents you receive, and exactly what happens if something goes wrong.
Every batch is checked against the color and finish of your approved sample.
01 / Order Flow
How an Order Runs
Seven steps, each with an owner and a document. Nothing moves to production until the sample is approved in writing. If the sample is wrong, we remake it - the cost of that remake is ours, not yours.
Not sure which range fits? Start from Jewish candles, scented candles or outdoor citronella candles, and tell us the destination market.
STEP 01
Inquiry
You send product, quantity, customization and destination country. A photo or a hand-drawn sketch is enough to start.
Reply within 24h
STEP 02
Quotation
Unit price, MOQ, lead time and the test report for your market, in one reply.
Within 24 hours
STEP 03
Sampling
Stock sample, or a custom sample made to your color, size and packaging.
7 days
STEP 04
Approval & deposit
You approve the sample; we issue the PI; the production slot is booked on deposit.
Written approval first
STEP 05
Production
In-line checks on wick centring, color and burn; 100% visual inspection before packing.
30 days
STEP 06
Inspection
Your QC, a third-party inspection, or our pre-shipment report with photos and carton weights.
3 days
STEP 07
Balance & shipping
Balance against B/L copy; we book, load and send the full document set.
Documents in 3 days
02 / Buyers We Serve
Who We Supply
We work with importers and private-label programs, not with individual retail buyers. If your channel is not on the list, send the product and the destination market - we will tell you in the first reply whether we can make it, and what the minimum is.
Supermarkets and discount chains
Seasonal programs (Hanukkah, Christmas, summer citronella), private-label boxes, PDQ displays and fixed ship windows.
Judaica and religious goods wholesalers
Hanukkah, Shabbat, Havdalah and Passover ranges in standard sizes, packed for retail. See the Jewish candle range.
Hospitality and outdoor living suppliers
Citronella buckets, garden torches and table candles, with bulk replenishment through the season. See outdoor candles.
Brands and online sellers
Custom molds, color and fragrance development, retail-ready packaging and FNSKU labeling. See scented and decorative candles.
Gift and holiday distributors
Mixed assortments, gift sets and short-run custom lines. See beeswax candles for the natural-finish range.
03 / Samples
Samples Before You Commit
We would rather send three pieces than have you discover a color problem inside a container. Sampling is quoted separately and credited back on volume orders.
Stock specification
3 pcs free of charge, freight collect. Enough to test burn, wick and finish on your own bench.
Custom color or custom size
Sampled in 7 days. The sample fee is credited against your first order above 2,000 pcs.
Custom packaging
We supply a dieline and a printed proof before you commit to a run. See custom packaging.
Color matching
Send a Pantone number or a physical sample. We keep a retained sample from your first order as the reference for every reorder.
Want to see the finish in person? Book a workshop visit or request a stock sample through our team - both start with one message.
04 / Commercial Terms
Payment Terms
T/T - first cooperation
50% deposit on PI, 50% against B/L copy.
Alibaba Trade Assurance
Available for sample orders and bulk orders, with the order terms recorded on the platform.
How we invoice
We do not ask for full payment up front, and we do not ship without a written PI. If your finance team needs a specific document format or a different currency, tell us at quotation stage.
05 / Production & Delivery
Lead Time and Shipping
The timings below are for a 2,000 pcs program. Your confirmed schedule is written into the PI, not left verbal.
| Production lead time | 30 days for 2,000 pcs after sample approval |
| Peak season | Hanukkah and Christmas programs: add 20 days from June |
| Port of loading | Ningbo / Shanghai |
| Incoterms | FOB, CIF and EXW |
| Air freight | Available for samples and urgent replenishment |
| Carton marking | Your shipping marks, FNSKU labels, or our neutral export carton |
Seasonal note for buyers: Hanukkah and Christmas both have fixed dates. Orders placed after October usually cannot be produced and shipped by sea in time. If your program is date-critical, book the production slot before the artwork is finalised.
For date-critical Hanukkah programs, start from the Jewish candle range, or see Passover candles for a worked example of a fixed-date order.
06 / Documentation
Documents You Receive
Every shipment is accompanied by the full export set, and product compliance documents are available before you place the order.
Commercial invoice
Issued to your company name and VAT or tax number, matching the PI exactly.
Packing list
Carton count, dimensions, gross and net weight per carton.
Bill of lading
Original or telex release, depending on your payment terms.
Certificate of origin
Form A, CCPIT or a buyer-specific format, issued where applicable.
Test reports for your market, REACH statements and safety data sheets are sent with the quotation. See the certificate and test report page for the current list.
07 / OEM & ODM
OEM / ODM Support
From artwork to a retail-ready carton, the same team handles the file, the proof and the production run.
Artwork
AI or PDF, with fonts outlined. We return a dieline proof and a 3D mock-up before printing.
Color
Pantone matching on wax and on packaging. Hand-dipped wax shifts slightly between batches - we keep your approved sample as the standard.
Structure
Custom box, window box, blister, PDQ display, gift set or shrink tray.
Labeling
Bilingual labels, FNSKU, barcode and warning text per destination market. We flag any missing safety wording before print.
Development
If you have a concept but no drawing, send a reference photo and the target cost - we come back with a construction and a quote.
Finished OEM examples: pillar scented candle and Passover candle. More about the factory on the about us page.
08 / After-Sales
If Something Goes Wrong
We would rather fix a problem than argue about it. The process is deliberately short, and the first response is a person, not a form.
Send photos and the carton batch number
Every carton carries a batch code, so we can trace the exact production run.
We reply within 24 hours
With an assessment and a proposed remedy - no waiting for a weekly meeting.
Choose the remedy that fits
Replacement in the next shipment, credit against the next order, or a partial refund.
If the fault is ours, we cover the remake
If the cause is transport damage, we help you claim against the carrier and provide loading photos and packing records.
Claims are accepted up to 7 days after container arrival. Beyond that we can still investigate, but replacement stock may no longer be available in the same color batch.
09 / FAQ
Questions Buyers Ask Before the First Order
Q01
What is your MOQ?
Stock lines start from 500 pcs per color. Custom molds and printed packaging usually start at 2,000 pcs, and mixed assortments are possible for distributors. The exact MOQ is confirmed with the quotation.
Q02
Can I get a sample before placing a bulk order?
Yes. Three stock pieces are free, freight collect. Custom color or size is sampled in 7 days, and the sample fee is credited against your first order above 2,000 pcs.
Q03
How long does production take?
30 days for 2,000 pcs after sample approval. Add 20 days for Hanukkah and Christmas programs from June onwards. Air freight is available for urgent replenishment.
Q04
Which markets do you test for?
US programs are tested to ASTM F2417 and EU programs to EN 15494, with REACH statements for the wax and fragrance. Tell us the destination at quotation stage and the report goes out with the price.
Q05
What if the goods arrive damaged?
Send photos and the carton batch number within 7 days of container arrival. We reply within 24 hours with replacement, credit or partial refund options.
Q06
Can you handle Amazon FNSKU labeling and retail packaging?
Yes. We print FNSKU labels, barcodes and market-specific warning text, and supply a dieline and printed proof before the run. See custom packaging.
Next Step
Have a sample, a shipment or a specification in front of you?
Send the photo, the quantity and the destination country. You will get a named contact, a written quotation and a realistic ship date - usually within 24 hours.
Or start from a category: Jewish candles · scented candles · outdoor candles · decorative candles · beeswax candles