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DIMOYA: Professional manufacturer of pet grooming products, serving the global market.
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English

If there are quality issues with the customized products (such as non-compliance, damaged packaging, or malfunctioning functions), how should we handle the after-sales service?

2026-05-29
After the customer receives the goods, if they find any quality problems with the customized products, they need to contact our customer manager within 7 working days, providing photos of the problem product, samples, order information and other supporting documents. We will verify within 3 working days:
- If it is due to our production or customization errors, we can provide free re-delivery or refund, and the shipping costs incurred will be borne by us.
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What logistics methods does your company support? Can it meet the logistics needs of different customers?
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Related questions
1
What are the payment methods of your company? How to sign a contract?
We Support multiple payment methods: bank transfer, TT payment, credit card payment, etc. Customers can contact our customer manager through the official website, phone, WhatsApp, etc., and explain their customization requirements (product category, specifications, customization requests, order quantity). We will provide a customization plan, quotation and samples. Both parties will agree on the payment method and sign a formal cooperation contract.
2
What logistics methods does your company support? Can it meet the logistics needs of different customers?
We have long-term cooperation agreements with several major logistics and express delivery companies (such as UPS, DHL, etc.). We can flexibly choose the logistics method based on the customer type, order volume, and delivery address. We support FOB, CIF, DDP logistics services, and also offer direct delivery to Amazon FBA warehouses.
3
What are the delivery periods for regular orders and custom orders?
Custom orders: Basic OEM orders have a delivery period of 7-10 working days; product adjustment orders have a delivery period of 10-15 working days; mold opening and new product development orders have a delivery period of 25-45 working days (this can be further shortened based on the order volume of the products, subject to negotiation).
4
How long does the R&D cycle for ODM customization take? Can samples be provided for confirmation?
The R&D cycle depends on the complexity of the customization: for basic brand licensing (only printing the logo and changing the packaging), there is no R&D cycle; samples can be produced within 7-10 working days; for new product research and development, and appearance mold design (new tool design), the R&D cycle is 15-30 working days.
5
Are there any requirements for the minimum order quantity (MOQ) for customized products? Are there any differences for different customer types?
There are reasonable minimum order quantity requirements. These are adjusted based on product category and customization complexity. Moreover, flexible policies are provided for different target customers. For more detailed information, please consult the sales manager.
6
What types of OEM/ODM customization services does your company offer?
We fully support OEM/ODM customization for pet grooming products, including grooming tools (combs, scissors, nail clippers), cleaning wipes, etc. We can provide a one-stop customization service covering product research and development, appearance design (shape, packaging), logo branding, label customization, and functional upgrades, to meet the differentiated needs of brand owners, wholesalers, and e-commerce customers.
GET IN TOUCH WITH Us
Dimoya is a professional pet products supplier based in Xiamen, focuses on eco-friendly, high-quality pet grooming tools. We support OEM&ODM, small-batch customization and bulk orders, providing one-stop export solutions.
Contact Us
Contact Person: honghaitao
Contact Number: 86-18250760712
WhatsApp: 86-18250760712
Company Address: No. 91-1, Hongcuo Shanglouli, Fengxiang Street, Xiang'an District, Xiamen City, Fujian Province, China, 361102
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