1. Shipping Methods

1.1 Air freight (express)

DHL, FedEx and UPS handle the majority of our orders. Express air freight is suitable for orders up to approximately 200kg and offers tracked delivery to most countries within 4–7 business days from dispatch.

1.2 Sea freight LCL

Less-than-container-load sea freight is available for orders 200kg+. Transit times range 10–45 days depending on destination port. Sea freight is significantly cheaper per kilogram than air freight and is preferred for large distributor orders.

1.3 Sea freight FCL

Full-container-load shipping for pallet-volume orders (typically 1000+ trays or several thousand bottles). 20-foot and 40-foot containers available.

1.4 Hazmat handling

Cyanoacrylate-based lash glue is classified as hazardous goods (UN3334) for air freight, requiring special packaging and documentation. We handle hazmat classification, packaging and documentation in-house at no additional charge for orders that qualify.

2. Lead Times

Lead times begin from payment confirmation (deposit for OEM, full payment for wholesale samples). Lead times do not include shipping transit.

• Sample orders: dispatched within 2–3 business days.
• In-stock wholesale orders: 7–10 business days.
• OEM / Private Label production: 10–15 business days from artwork approval.
• Custom formula development: add 3–4 weeks before production starts.
• Peak season (March, September, November): add 5–7 days to standard lead times.

3. Shipping Costs

Shipping is billed separately from product cost. We quote shipping at the time of order based on current carrier rates, weight, dimensions and destination.

Buyers with their own DHL, FedEx or UPS account number can ship on their account — we provide collection-only shipment.

4. Documentation

Every export shipment ships with full documentation:

• Commercial invoice and packing list.
• Certificate of origin (Form E for ASEAN-China FTA where applicable, or standard CO).
• MSDS per formula for adhesive products.
• SGS inspection report.
• ROHS certificate.
• ADR/IATA dangerous goods declaration for hazmat air shipments.
• Customs declaration with accurate HS code.

5. Incoterms & Customs

Default quoting terms are EXW (Ex Works) or FOB (Free On Board), as specified in each quotation. Other Incoterms (CIF, DDP, etc.) are available on request.

Under EXW/FOB:

• Buyer is responsible for customs clearance in the destination country.
• Buyer pays all import duties, taxes, VAT, GST, and customs broker fees.
• SeeJeen^® provides all export documentation needed for clearance.

If you require DDP (delivered duty paid), we can arrange this for an additional fee.

6. Delivery Issues

6.1 Lost shipments

If a tracked shipment is lost in transit by the carrier (DHL/FedEx/UPS), we will file a claim with the carrier and either reship the order or issue a refund once the claim is resolved.

6.2 Damaged shipments

If a shipment arrives with visible carton damage, refuse it or sign for it as "damaged" and notify us within 48 hours with photographs. Carrier insurance claims must be filed within their respective time windows.

6.3 Customs holds

Customs holds in destination countries are the buyer's responsibility to resolve. We provide all reasonable documentation support. Storage charges incurred during customs holds are the buyer's responsibility.

7. Returns for Defective Products

7.1 Return window

Defective or non-conforming products must be reported in writing within 14 days of receipt, with photographs and batch numbers. Claims outside this window cannot be accepted.

7.2 What qualifies as a defect

• Manufacturing fault (formula not meeting specifications).
• Wrong product shipped vs ordered.
• Shortage in quantity (more than 2% variance).
• Expired or near-expired product (under 30 days remaining).
• Failed quality testing against MSDS/SGS specifications.

7.3 Resolution options

At our discretion based on the issue, we will:

• Replace the defective items in the next shipment;
• Credit the value to your next order;
• Refund the affected items (excluding shipping cost).

We do not require physical return of defective products in most cases — photographs and batch documentation are sufficient.

8. Non-Returnable Items

The following items are not returnable except for genuine manufacturing defects:

• OEM / private label orders with your custom label artwork (these cannot be resold).
• Custom formula development orders.
• Opened or partially used product (unless quality issue is evident).
• Products with damaged or removed batch labels.
• Sample orders (free product; shipping is non-refundable).

9. Order Changes & Cancellations

• Before production begins: orders can be modified or cancelled. Deposits paid for OEM are non-refundable once artwork has been approved.
• During production: changes incur a recalculation of cost and lead time; cancellations may result in forfeit of deposit and partial production costs.
• After production complete: orders cannot be cancelled.

10. Contact & Claims

To file a shipping or return claim, contact us with:

• Your order number / invoice number;
• Batch numbers on the affected products;
• Photographs of the issue;
• A description of the problem.

Email: [email protected] · WhatsApp: +86 199 1026 1879