Policies

Below are details for our ordering and payment policy:
1. Ordering Process

To ensure accuracy and production efficiency, we follow a standardized 5-step ordering process:

• Step 1: Inquiry & RFQ: Please submit your Request for Quotation (RFQ) via our website or email. Include SKU numbers, quantities, and any customization requirements (logo, packaging).
• Step 2: Formal Quotation: We will provide a formal quote within 24–72 hours, including unit price, estimated lead time, and shipping terms (Incoterms).
• Step 3: Sampling: For new designs, a pre-production sample (PPS) is created. Once the sample is approved by you in writing, we move to the contract stage.
• Step 4: Proforma Invoice (PI) & Contract: A formal contract and PI will be issued. The order is officially confirmed only after we receive the signed PI and the initial deposit.
• Step 5: Production Updates: During production, we provide weekly progress reports and photos to keep you informed of the timeline.

2. Minimum Order Quantity (MOQ)

As a manufacturer, our MOQs are designed to optimize production costs for our clients:

• Standard Items: Typically 1,200 - 2,400 units per SKU, depending on the product category.
• Full Container Loads (FCL): We prioritize FCL orders (20GP, 40GP, or 40HC) to ensure the safest and most cost-effective shipping for wooden and rattan goods.
• Trial Orders: For first-time partners, we may accept a lower MOQ to help you test the market. Please consult with your dedicated sales director.

3. Payment Methods & Terms

We offer secure and internationally recognized payment options:

• Telegraphic Transfer (T/T): The most common method.
  • 30% Deposit: Required to secure raw materials and initiate production.
  • 70% Balance: Payable within 2 weeks upon receipt of the scanned shipping documents (Bill of Lading, Invoice, Packing List).
• Letter of Credit (L/C): We accept Irrevocable L/C at sight for orders exceeding $100,000 USD. This provides maximum security for both parties.
• Sample Payments: For small sample fees and courier charges, we accept PayPal, Western Union, or Credit Card for faster processing.

4. Currency and Pricing

• All transactions are conducted in US Dollars (USD) unless otherwise agreed upon in writing.
• Our quotes are typically valid for 180 days due to fluctuations in raw material costs (acacia wood, rattan).

5. Order Cancellations and Amendments

• Amendments: Changes to order specifications (size, color, packaging) must be requested within 7 days of the deposit payment.
• Cancellations: Since our products are often made-to-order, deposits are non-refundable once production has commenced or raw materials have been specifically purchased for your order.

At Ngoc Dong Ha Nam, quality is not just a department—it is the foundation of our manufacturing process. With years of experience supplying major global retailers (including Walmart, Target, Costco, and Lidl), we have developed a rigorous QA/QC framework to ensure every piece of acacia wood, rattan, and seagrass meets international standards.

1. Raw Material Management

• Sourcing: We use high-quality, legally sourced materials. Our acacia wood material is seasoned and kiln-dried to a moisture content of 8–12% to prevent warping or cracking during transit and usage.
• Compliance: We ensure our materials comply with FSC (Forest Stewardship Council) standards for sustainable forest management and REACH regulations for chemical safety.

2. Rigorous QC Process

We implement a 4-stage inspection process for every production cycle:

• IQC (Incoming Quality Control): Inspection of all raw materials and hardware before they enter the production line.
• IPQC (In-Process Quality Control): Continuous monitoring at key stages—cutting, sanding, assembly, and finishing—to catch defects early.
• FQC (Final Quality Control): A 100% inspection of finished goods for moisture levels, structural integrity, and aesthetic consistency.
• OQC (Outgoing Quality Control): A final random sampling based on AQL (Acceptable Quality Level) 2.5/4.0 standards before the container is sealed.

3. Factory Audits & Social Compliance

We understand that ethical manufacturing is a priority for our B2B partners. Our facility is regularly audited and compliant with:

• BSCI (Business Social Compliance Initiative): Ensuring fair labor practices and safe working conditions.
• SMETA (Sedex Members Ethical Trade Audit): Demonstrating our commitment to social and environmental excellence.
• C-TPAT: Adhering to supply chain security standards for the US market.

4. Product Testing & Safety

Our products are tested to meet the specific safety requirements of the destination market:

• Food Safety: For kitchenware and tableware, we ensure compliance with FDA (USA) and LFGB (EU) standards for food-contact safety.
• Durability Testing: We conduct internal stress tests on items like bath towers and furniture to ensure long-term structural durability.
• Droptest: We conduct droptest for ISTA1A, ISTA3A or labtest ISTA6A as per customer request.

5. Third-Party Inspections

We maintain an "Open Factory" policy. We welcome and encourage third-party inspections from world-renowned agencies such as SGS, Intertek, Bureau Veritas (BV), Europhin or QIMA at any stage of production.

At Ngoc Dong Ha Nam, we have extensive experience in global logistics, exporting hundreds of containers annually to the USA, EU, and Australia. We provide flexible and reliable shipping solutions tailored to the needs of wholesalers and large-scale retailers.

1. International Commercial Terms (Incoterms)

We primarily operate under the following Incoterms to ensure clear responsibility for costs and risks:

• FOB (Free On Board) - Hai Phong Port: This is our standard term. We handle all local charges, documentation, and delivery to Hai Phong Port. The buyer is responsible for sea freight and destination charges.
• CIF (Cost, Insurance, and Freight): We can arrange the sea freight and insurance to your designated destination port.
• EXW (Ex Works): Available for clients who prefer to manage the entire logistics process from our factory gate in Ha Nam.
• FCA ( Free Carrier): For specific projects, we can offer FCA term where we clear customs and clients arrange trucking for the order.

2. Lead Time & Production Schedule

• Standard Lead Time: Typically 50 to 60 days from the date of deposit receipt and final sample approval.
• Peak Season: During high-demand periods (September to January), lead times may extend to 75 days. We recommend placing orders at least 4 months in advance of your required in-store date.
• Rush Orders: For urgent requirements, please contact your sales manager to discuss "Fast Track" production options.

3. Packaging & Loading

We adhere to international export packaging standards to ensure goods arrive in perfect condition:

• Protective Packaging: Products are individually wrapped (e.g., EPE foam, wrapping paper, hangtags, or brown boxes) and packed into 5-layer double-wall corrugated master cartons.
• Palletization: We offer POD palletization for easy unloading at your distribution centers.
• Container Optimization: Our logistics team uses advanced loading software to maximize container space (20GP, 40GP, 40HC), reducing your landed cost per unit.

4. Shipping Methods

• Full Container Load (FCL): Recommended for maximum cost-efficiency and safety.
• Less than Container Load (LCL): Available for smaller trial orders; however, we recommend consolidation to minimize shipping damage.
• Air Freight/Courier: Reserved for samples or high-priority replacement parts via DHL, FedEx, or UPS.

5. Documentation & Compliance

We provide a complete set of export documents required for smooth customs clearance:

• Commercial Invoice & Detailed Packing List.
• Bill of Lading (Original or Telex Release).
• Certificate of Origin (C/O): Usually Form B or Form AJ/AK/AANZ depending on your country to help you benefit from preferential tariffs.
• Fumigation Certificate: All wooden and rattan products undergo professional fumigation to meet international phytosanitary requirements.
• Other documents (Phytosanitary Certificate, ISF filing support) as requested.

6. Tracking & Insurance

• Cargo Tracking: Once the vessel departs, we provide the booking number and vessel name for real-time tracking.
• Insurance: For CIF orders, we provide 110% insurance coverage of the cargo value. For FOB orders, we strongly recommend that buyers secure their own marine insurance.

At Ngoc Dong Ha Nam, we understand that touch, feel, and quality verification are essential steps in the B2B purchasing process. We welcome sample requests to ensure our craftsmanship meets your brand’s exacting standards before moving to mass production.

1. Sample Types

• Existing Designs: Samples of products from our current catalog maybe available and can be shipped right away. Please contact with our sales staff for confirmation.
• Custom/OEM Samples: We can develop custom samples based on your specific drawings, dimensions, or technical sheets. This includes custom laser-engraved logos, specific finishes (food-safe oils, NC lacquer), or unique packaging mock-ups.

2. Sample Fees & Costs

• Sample Fee: * For standard items, we often provide up to 2 pieces free of charge.
  • For complex or large-scale items (e.g., bath towers or furniture), a sample fee (typically 1.5x to 2x the wholesale price) will be charged to cover manual prototyping costs.
• Courier Charges: The buyer is responsible for international shipping costs. You may provide your own courier account (DHL, FedEx, UPS, or TNT) or pay the shipping freight to us via PayPal/Western Union for us to arrange the dispatch.

3. Sample Fee Refund (Rebate)

We view sampling as an investment in our future partnership. Therefore:

• 100% Refundable: All sample fees paid will be fully credited toward your first official bulk order, provided the order meets our Minimum Order Quantity (MOQ).

4. Development Timeline (Lead Time)

• Standard Items: Dispatched within 7 business days.
• Custom Designs: Development usually takes 10–15 business days, depending on the complexity of the design and the availability of specific raw materials.

5. Sample Quality vs. Mass Production

• Golden Sample: The approved sample serves as the "Golden Sample" or "Counter Sample." We keep an identical copy in our QC department.
• Consistency Guarantee: We guarantee that the mass production quality will match the approved sample in terms of material grade, moisture content, and finishing quality.

6. Modifications

• We offer one round of revisions for custom samples free of charge (excluding shipping) if the initial sample requires minor adjustments to meet your specifications.

At Ngoc Dong Ha Nam, we understand that your intellectual property and market positioning are your most valuable assets. We are committed to being a transparent and loyal manufacturing partner, ensuring that your unique designs and business strategies remain strictly confidential.

1. Intellectual Property (IP) Protection

We treat all client-provided specifications, technical drawings, and prototypes as proprietary information.

• Non-Disclosure: We will not disclose, share, or sell your custom designs, branding materials, or packaging layouts to any third party.
• Internal Security: Access to your specific project files and physical samples is restricted to the necessary production and QC teams involved in your order.
• Molds & Tooling: Any custom molds or specialized tools developed for your exclusive products remain your property and will be used solely for your orders.

2. Exclusive Manufacturing (OEM/ODM)

For clients who invest in original product development, we offer formal Exclusivity Agreements:

• Design Exclusivity: Once a custom design is developed for your brand, Ngoc Dong Ha Nam guarantees that we will not manufacture or supply that specific item to any other buyer in your designated market.
• Market Protection: We respect "Private Label" partnerships. Your unique product variations (specific sizes, finishes, or combinations) will not be added to our public catalog without your written consent.

3. Territorial Exclusivity

We offer the opportunity for partners to become Authorized Exclusive Distributors within specific geographic regions (e.g., North America, Western Europe, or Australia).

• Eligibility: Territorial exclusivity is typically granted based on a minimum annual purchase volume (Annual Turnover Commitment).
• Protection: Once granted, Ngoc Dong Ha Nam will redirect all inquiries from your exclusive territory to your company, ensuring you maintain a competitive edge in your local market.

4. Mutual Non-Circumvention

We believe in long-term, direct partnerships. We commit to a non-circumvention policy where we will not bypass our primary partners to deal directly with their end-customers or sub-distributors, fostering a relationship built on mutual growth and integrity.

5. Legal Documentation

To provide our partners with maximum legal security, we are prepared to:

• Sign formal Non-Disclosure Agreements (NDA) prior to receiving your design files.
• Enter into Master Supply Agreements that clearly outline the terms of exclusivity and IP ownership.