HELP CENTER
Find your next step, without the guesswork.
Find practical answers about product quotes, stock purchases, payments and tracking. If you need help with an existing order, use its reference so the team can look at the same products, charges and parcels you are seeing.
AT A GLANCE
01
Product, quote and sample questions
02
Stock, payments and order readiness
03
Parcel tracking and exception follow-up
HOW IT WORKS
Choose the right starting point
01
Before an order
Prepare the product link or SKU, destination and the question you need answered.
02
During fulfillment
Use the order, stock request or payment reference and describe the requested change.
03
After handover
Use the parcel number and carrier event, including the delivery issue or recipient action required.
THE DETAILS
A support request that is easier to act on
INCLUDE
The smallest useful context
Order, SKU, parcel or payment reference.
What happened, what you expected and a relevant screenshot with unnecessary personal details removed.
KEEP PRIVATE
Do not share access secrets
Never send passwords, authentication codes or API keys in a support message.
Use the customer platform or your assigned contact for account-specific information.
Can I ask for a quote before opening a store?
Yes. Prepare a product reference, variants, expected quantity and destination markets. Store integration is a separate decision.
What makes a quote comparable?
Use the same variant, quantity, currency, packed parcel assumptions and destination. Check which preparation, freight and tax or duty charges are included.
Why is my bank transfer not in prepaid balance?
Submitting transfer proof does not confirm receipt. The transfer must be checked and posted. Use the payment reference when asking about it.
My stock request is paid. Is it ready to ship?
Not necessarily. Purchasing, supplier dispatch, warehouse receipt and available stock are separate milestones.
Does Fulfilled mean delivered?
No. Fulfillment and delivery are different stages. Check the actual carrier handover and tracking events for the parcel.
Why are there several tracking numbers for one order?
The order may be split into separate parcels. Review each parcel and its own tracking progress.
Can I change an order after it is prepared?
Ask against the order record as soon as possible. What can change depends on purchasing, packing and carrier progress; do not assume a change is accepted until confirmed.
Where do I report a delivery exception?
Use the support route in your customer workspace or your assigned contact, with the order, parcel and latest tracking information.
YOUR NEXT STEP
Let’s talk about your next step.
Share what you sell, where you ship and the question you want to solve.
