FAQS

We value your privacy. We do not sell, rent or loan any identifiable information (including e-mail address, phone number, etc.) regarding our customers to anybody. Furthermore, we will not solicit you by phone or mail. Any information you provide us with will be used responsibly, is held with the utmost care and security, and will not be used in ways to which you have not consented.

About Products

1.About packing
We use environmentally friendly box packaging, each set is packed in a box and 12-48sets are in a large cartons.
2.Do you accept OEM condition and what is minimum quantity for OEM condition?
Yes, OEM condition is welcomed, and the minimum quantity depends on the items you order, and please send us the clear model pictures you want to order to us, we will submit them to our designers, once we have the material, we could produce for you in time. If you have not, we will search them for you, and then produce. And send the samples with other items you order to you first so that you could check. More detail, please visit: OEM Service

About Price and Payment

1.About the price
We are wholesale website offer boutique wearbles and watches in bulk, all the products are factory price directly.
2.The discount policy
We offer a 5% discount if the product total price is over US$1,000，10% off over US$2,500 and 15% off over US$5,000 as the wholesale discount. Pre-order & promotional products are not included.
If you need order more than US$30,000 or 200 pieces per style/color/size, please contact our online sale manager directly or by email info@twellmall.com.

3.About loyalty discount or rewards scheme
We offer loyalty discount and we will calculate your monthly order volume (without the shipping cost, tax and VAT). Once over US$2,500, all the orders which you place in the next month will get a 5% discount and Over US$5,000, get at least 10% off, and over US$10,000, get 15% off.

All the discount is not superimposed, the biggest discount is 15% off.

4.Our payment and bank remittance information.
We accept the Credit Cards, PayPal, Bank Transfer and Western Union payment. Small or sample order, we accept payment online directly.
If you want to pay us through Bank or Western Union, please contact us for receiver's information.

5. About payment time
We accept online instant payments by Credit Cards & PayPal. General Payment must be made within 3 days of ordering. If there is any reason to delay payment, please communicate with us first. Thank you.

About Order

1.What is the minimum order quantity?
Most of the products have not minimum order quantity requested.
Our website is suitable for medium and small wholesale business. If you need to order more than USD$10,000 or  300 pcs per style/color/size, please get in touch with our business manager directly: info@twellmall.com

2.About the order process
We make that placing the order from us is as secure and simple as possible. You could make an order from our web site online.

At first, please add all the products you want into the shopping cart and then follow the instructions to complete the order form and submit, getting your order number. ( Please record this order number for further inquiries ).

Secondly, after you place the order, we will check soon and then send the invoice include the shipping cost to you within 24 hours.( If you haven't received our email within 24 hours of receiving your order number, then you've had some problem submitting your order, please get in touch with us soon, thank you.)

Third, after you receive the invoice, please pay as soon as possible and tell us the information so that we will begin to process your order upon receipt of your payment .)and then we will tell you the tracking number which you could can check online.


About Shipping

1.How to ship my order?
We will ship by international express packages YunExpress/4PX/EMS/DHL/UPS/TNT, sea and air freight. 
2.Could we have any discount of postage?
Yes, of course. We are the VIP customer of most international express companies, we can have preferential cheaper price of the shipping. For example, EMS give us 40% discount from the post office of the total compare with the general customer.
3.How many days it takes?
Generally it takes 7-12 working days to all the world by YunExpress/4PX/EMS/DHL/UPS/TNT,DHL/FedEx/UPS, and 10-15 working days by EMS (except Russia) depending on the area you live in.

4.How to calculated does the postage?
Postage is calculated in accordance with the weight, so buy more and save more. For example, the EMS express charge is almost the same price for 1 or 5 items with the package. The heavier the parcel, the cheaper the shipping cost per KG.

5.About the delivery time
After you place an order, we will check your order first and then send the invoice to you within 24 hours. As our old wholesalers(order from us before), we will take priority to check your order and prepare the items we have in stock for you first, and then send the invoice to you to include the accurate postage. So after you pay, we will send it to you within 1 working day. As the new wholesalers, generally, we can send your parcel to you within 2 working days.

6.Tell me the shipping cost before order
The shipping cost depends on the weight, delivery way(EMS, DHL, TNT, UPS, or sea transit) and destination country. So it is difficult for us to declare an exact shipping fee before you place an order. You can choose the shipping company you like, we will also check all the express and suggest the most suitable way for you. If you are not satisfied with our shipping fee, you also can decide to cancel your order. Your kindly understanding will be highly appreciated.

7.About the Local taxes and import duties
Local taxes and import duties may be incurred in some countries and are not included in the amounts shown. The buyer or recipient of the shipment is responsible for all such taxes and duties. Our products are sold worldwide, we cannot guarantee that they meet the import requirements of every country. If in doubt, please check with your country's customs office prior to ordering.

8. How to get tax less or free upon import ?

Any import charges or fees are the buyer's responsibility. In order to ensure you receive your order tax less or free upon import, we will declare it as a "GIFT" or "SAMPLE" with a lower value. This lower price does not reflect the total price you paid or the market value of the product and may not apply to countries with different tariff rules. If need to using the true value, or any other requests, please write down the information on the "Notes" when you complete order.


About Returns & Terms

We attach importance to the quality of our products and services, so we have to check the products twice again and pack them ourselves before sending the parcel out.

1.How to deal with, If the item is defective?
We are sorry that if the item is defective, and we will actively deal with such incidents. We also need your help.
First: if the item is defective, please notify us within 3 days of delivery.
Second: please send the photo of defective items to our sale manager by online live chat or email, we will make a partial refund to your original payment method or your Dear-Lover account balance according to your requirement.
Third: if we can’t identify, all items must be returned in their original condition, in order to qualify for a refund or exchange of goods. The buyer is responsible for all shipping costs incurred.

2. Return or cancellation policy
2.1 We accept order cancellation before shipment. Shipped out order can not be cancelled.

2.2 We accept return & exchange within 3 days of delivery.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, then the consumer is not required to bear the shipping fee for this reason. No restocking fee to be charged to the consumers for the return of a product.

3.Track-Your-Order
Above all, thanks for placing order on our website www.twellmallcom. Your satisfaction will be our greatest source of motivation.

We set the page to let you find corresponding express company's tracking method fleetly and hope it can help you complete the order tracking inquiry.

It means that we have shipped out your order when you receiving the tracking number. You can check the status of your package throughout the following express checking boxes promptly on the tracking order page. Any questions, please contact us freely!

Sometimes express delays on updating the information on their website. So please be patient and check it some time later. Your understanding will be highly appreciated, thank you!