Frequently asked questions
Q: Do you offer OEM/ODM services for custom projects?
A: Absolutely. We specialize in providing tailored solutions for furniture and home decor. Whether you have a specific design sketch, a 3D model, or a unique material requirement, our R&D team can help bring your vision to life.
Q: Can we add our own company logo to the products and packaging?
A: Yes. We provide branding services including laser-engraving, silk-screen printing, and custom-branded outer cartons to ensure your brand identity is consistent across your inventory.
Q: How do you protect my custom designs and intellectual property?
A: We treat your IP with the utmost confidentiality. We are happy to sign a Non-Disclosure Agreement (NDA) before any drawings are shared. Your custom designs will be exclusively produced for you and will never be displayed in our showroom or sold to other clients.
Q: What is your Minimum Order Quantity (MOQ)?
A: Our MOQ varies depending on the product category. Generally, for stock items, the MOQ is 10–100 units. For fully customized OEM orders, the MOQ starts at 100–300 units. Please contact our sales team for specific item details.
Q: What is the lead time for bulk orders?
A:In-stock items are usually dispatched within 3-7 business days. For mass production (custom orders), the lead time is generally 25-35 days, depending on the order quantity and production schedule.
Q: Can I mix different items in one container?
A: Yes, we support consolidated shipments. Mixing different models in one 20ft or 40ft container is a common practice for our B2B clients to optimize shipping costs.
Q: Which Incoterms do you support?
A: We primarily operate under EXW (Ex Works), FOB (Free on Board), and CIF (Cost, Insurance, and Freight). For certain regions, we can also discuss DDP (Delivered Duty Paid) options to simplify your import process.
Q: Do you provide shipping insurance and tracking?
A: Yes. We work with Tier-1 freight forwarders to ensure your goods are handled with care. We provide all necessary shipping documents (Bill of Lading, Packing List, Commercial Invoice) and tracking updates until the cargo reaches your port.
Q: What payment methods do you accept?
A: We support a variety of secure payment methods to facilitate international trade, including:
T/T (Telegraphic Transfer): The most common method for bulk orders.
Credit Card / PayPal: Recommended for sample orders or small trial orders (subject to a small processing fee).
Western Union: For urgent small-value transfers.
Q: What are your standard payment terms for bulk orders?
A: Our standard terms are a 50% deposit to initiate production, with the 50% balance due before shipment. Terms may be negotiated based on the order volume and our long-term partnership history.
Q: Which currencies do you accept?
A: We primarily settle in USD (US Dollars). However, to help our clients minimize exchange rate risks, we also accept EUR, GBP, HKD, and CNY (RMB) upon prior agreement.
Q: How can I verify your banking information to ensure payment security?
A: Security is our priority. All payments should only be made to the official corporate bank account listed on our stamped Proforma Invoice (PI). If you receive any notification regarding a change in banking details via email, please verify it immediately by calling your dedicated account manager before transferring funds.
Q: How long does shipping take?
A:For small trial orders via air freight, shipping takes 5-7 days. For large bulk orders via sea freight, it typically takes 3-5 weeks depending on your location.
Q: How much does shipping cost?
A:Shipping costs are calculated based on your specific delivery address and the total volume of your order. Please provide us with your order quantity and destination address, and our team will provide you with a precise shipping quote within 24 hours.
Q: Do you provide samples? How are the fees calculated?
A:Yes, we provide samples. The sample fee will be fully refunded from your total balance once you place an official bulk order.
Q: How do you ensure product quality?
A: We implement a 4-step QC process:
Incoming Material Inspection
In-process Quality Control (IPQC)
Final Pre-shipment Inspection
Loading Supervision.
We also welcome third-party inspections (such as SGS or TUV) arranged by the client.
Q: How do you handle damaged or defective items?
A: If any manufacturing defects are found upon arrival, please provide photos/videos within 14 days of receipt. Our technical team will verify the issue and replace it for you free of charge.
Q: How do I request a refund?
A:If you encounter any quality issues, please contact us at info@nivelhome.com. We will process your request and provide a solution within 24 hours.
Q: Do you offer exclusive distribution rights for specific regions?
A: Yes, we value long-term partnerships. Exclusivity can be negotiated based on annual purchase volume, marketing commitment, and historical performance. If you are interested in becoming our sole agent in your country, please submit a formal business plan to our Global Sales Director.
Q: How do you handle price protection for your distributors?
A: We aim for a stable market ecosystem. We provide our authorized distributors with a 3-month notice prior to any major price adjustments, allowing you to manage your local inventory and client expectations effectively.
Q: Can you provide customized labels or SKU barcodes for our warehouse system?
A: Certainly. We can print and apply your internal SKU labels, EAN/UPC barcodes, or Amazon FNSKU labels during the packaging process to streamline your inventory intake.