FAQs

Do you offer expedited shipping? 

Currently, our suppliers only provide standard shipping through trusted and reliable carriers. While expedited shipping isn't available at the moment, we hope to introduce this option soon.

How long does shipping take?

The shipping time depends on several factors, including the supplier's location, order processing time (the time needed to prepare the order for shipment), the delivery service used, and any external conditions.

Each product includes specific details about both processing and shipping times. You can view this information in the product description by clicking on the product in the search tab, where the estimated timelines are clearly indicated.

General Use of the Platform

How can I set up or reset my password?

To update your password, navigate to the Settings page, select Accounts, and enter your new password in the first field, then confirm it in the second field. After saving the changes, you’ll be logged out and will need to log in again using your new password.

If you’re unable to access your account, you can reset your password by visiting the login page and selecting the option to create a new one.

How can I change the language of my account?

To make eCommerce more accessible to everyone, we’ve added support for additional languages, making it simpler than ever to manage a store in a language other than English.

By default, your account is set to English, but you can easily change this by navigating to Settings > Account > Language Preference and selecting your preferred language.

How can I check a product's inventory after importing it?

To view the inventory of a product you’ve imported, follow these steps:

• Log in to your account.
• Navigate to the My Products section from the toolbar.
• Select the listing for the product you want to check.
• Click on Product Variations to see the available inventory for each variant.

How can I add or remove product tags in my account?

Product tags are a useful way to organize and filter products in your store, improving search functionality for you and categorization for your online store's search results. Customers cannot see these tags directly.

To add tags to a product:

• Go to your Imports page and locate the product you want to edit.
• Open the Product tab and enter the desired tag name in the Product Tags field.
• Click Save to apply the changes.

To remove tags from a product:

• Find the product you want to edit on the Imports page.
• Under the Product tab, select Remove all tags to delete all associated tags.
• Click Save to confirm the changes.

How can I pay for my orders?

Orders can be processed using credit cards or PayPal, both of which are secure, internationally recognized payment methods that ensure post-purchase protection for merchants and suppliers. These options are widely used and trusted for online transactions.

We recognize the need for diverse payment options and are actively working to expand the available methods in the future.

How can I calculate the margin on my products?

To ensure you’re making a profit on a product, use profit margin calculator!

Here’s how it works:

• Log in to your account and go to the Import List.
• Scroll to find the product you want to check the margin for.
• Click on Variants.
• Enter your desired sales price, and it will automatically calculate your profit (after deducting the product cost and shipping).

To see how shipping costs impact your margin based on different destinations, select Shipping Price and choose a country.

How can I merge multiple items into one listing?

When a product is added to your store, its variants are assigned unique identifiers so we can track each one.

If you attempt to merge multiple products into a single listing, it will disrupt the connection between the product and website, causing order synchronization issues.

This problem arises when you try to modify variants via the Edit options menu in your store. If you remove a variant, a warning message will appear. If you proceed, you can re-add the variant using the Add variant button, but this will generate a new variant ID, breaking the link with website. As a result, we won’t be able to sync orders for that item, since its ID no longer matches in our system.

What’s the difference between listing price and retail price?

When viewing a product on the website, you'll see two different prices:

• Listing Price - this is the price you pay to the supplier for the product.
• Retail Price - this is the recommended price at which you can sell the product. You have the flexibility to adjust the retail price by editing it in the Import List.

Do prices include customs duties and taxes?

We do not manage customs duties on our platform. The product pricing set by suppliers does not include customs duties or taxes, as these depend on the location of the end customer.

While many suppliers handle taxes and customs duties for domestic shipments, sales taxes may still apply depending on the supplier's location.

For international orders, customs duties and taxes are typically charged upon arrival in the destination country. This is done to ensure that local tax authorities can collect the appropriate duties from customers within their jurisdiction.

We recommend informing your customers that customs duties may apply and they are responsible for paying any additional charges.

Suppliers

How do we evaluate our suppliers?

To become our supplier, all suppliers must undergo a thorough review and onboarding process.

Here’s an overview of the key requirements:

• High-quality products: Suppliers must offer high-quality products, with most items being produced and shipped from Europe or North America.
• No third-party warehouses: Suppliers must either manufacture or store their own inventory—third-party warehouses are not allowed.
• Discounted pricing: Suppliers must provide discounted prices below their regular retail rates.
• Fast order processing and shipping: Suppliers must adhere to the processing and shipping times they have committed to, ensuring a smooth experience for customers.

How can I find supplier and product reviews?

All suppliers go through a vetting process before being accepted onto the platform. Once approved, suppliers are rated based on factors like processing times, shipping speeds, and product quality.

To view a supplier's rating, follow these steps:

• Go to the Search Products page.
• Click the dropdown under Select Supplier and enter the supplier's name.
• When the results appear, click on the supplier's name.
• You’ll be redirected to the supplier's profile page, where their rating is displayed.

Currently, we do not offer product reviews, but we plan to introduce this feature in the future.

How can I find a supplier's size chart?

To locate a product's size chart, check one of these three places:

• Within the product description.
• Included in the product images.
• By clicking on Open Product Variations.

If a size chart is missing, please notify us with the product name, and our team will promptly reach out to the supplier for more information.

Do your suppliers offer worldwide shipping?

Many of our suppliers offer worldwide shipping.

Here are two ways to check shipping destinations:

1. Check the product listing:
   Since shipping preferences differ among suppliers, review the product description to see the available shipping destinations.
2. Search by shipping location:

• Log into your account’s dashboard.
• Click on Filters.
• Enter the desired country as the shipping destination.

This will display products that ship to the selected location.

Which carriers do your suppliers use?

Although you cannot select the carrier for your orders, rest assured that our suppliers partner exclusively with reliable shipping companies.

Common carriers include DHL, USPS, ePacket, FedEx, and other trusted local providers. Each supplier handles international shipping differently, but they always choose the most efficient carrier to ensure accurate delivery estimates and secure shipment of your customers' orders.

Orders

How can I tell if my order has been shipped by the supplier?

When your order is shipped, you’ll receive an automated email containing the tracking details. You can also track your order's status directly in your account by following these steps:

1. Go to the Orders tab.
2. Locate the order you’re inquiring about and scroll down to it.
3. Click the truck icon to view detailed shipping information.
4. For processing and shipping times, click on the product’s image to view supplier-specific timelines.

Please keep in mind that suppliers only process orders on weekdays, so be sure to exclude weekends from your timeframe.

Once the package leaves the supplier’s warehouse, it becomes the retailer’s responsibility to work with the carrier for any tracking updates.

Why can’t I or my customer check out an order on the store?

If checkout isn’t working, it’s likely due to improper shipping settings in your store. We do not automatically import shipping details like delivery times or fees, so you’ll need to configure these settings manually.

For Shopify, here’s how to set up shipping:

1. Enter your shipping origin.
2. Add shipping zones.
3. Set up shipping rates or enable calculated shipping.

Customers can only place orders if the shipping destination is included in one of your defined shipping zones.

Other reasons why checkout might fail:

• The supplier doesn’t ship to the selected destination.
• The item is no longer available or has been deactivated by the supplier.
• The customer’s payment wasn’t successfully processed.
• One of the items in the order is unavailable or deactivated.

If one or more items in the order are unavailable, please contact us to request the removal of the unavailable product so you can proceed with the remaining order.

If the issue persists, feel free to reach out to us via email for further assistance.