Service Information

1）Shipping Time

Our typical shipping time to most countries is approximately 5-10 days.

Please note that international shipping may occasionally be affected by unforeseen circumstances such as flight delays, public holidays, labor strikes, severe weather, or other unexpected events.

However, these situations are relatively uncommon, and most orders are delivered within the estimated timeframe.

2）After-Sales Policy

We provide after-sales support in the following situations:

1）Lost Packages

If a package is confirmed to be lost, we can either resend the order or issue a refund.

2）Incorrect Products

If your customer receives an incorrect product, please contact us within 7 days after delivery. Once the issue is verified, we will either resend the correct product or issue a refund.

3）Damaged Products

If your customer receives a damaged product or a product that cannot be used properly, please contact us within 7 days after delivery and provide relevant photos or videos. Once the issue is verified, we will either resend the product or issue a refund.

3）Payment Methods

1）Bank Transfer

We have local bank accounts in several countries and regions, so in most cases you can make a local bank transfer without additional international transfer fees.

2）Credit Card

We accept credit card payments. If you would like to pay by credit card, we will provide you with a dedicated payment link.

3）PayPal

We also accept PayPal payments. If PayPal charges any transaction fees, these fees will need to be covered by the payer.

4）ERP System and Store Connection

We use our own ERP system, Dianxiaomi, to connect with and manage orders from your Shopify store.

We normally connect your store using the following process:

1）Please provide us with your Shopify store backend URL, for example:

xxxx.myshopify.com

Please also provide your Shopify Collaborator Code.

2）Please download and install Dianxiaomi from the Shopify App Store.

Please note: Do not register your own Dianxiaomi account, as we need to use the XM-Dropshipping Dianxiaomi account to connect with your Shopify store.

3）When you receive our Shopify collaborator access request, please allow us access to the required Apps and Orders permissions.

4）Once the above steps are completed, we will take care of the remaining setup. The connection normally takes only 1-2 minutes, and we will notify you once it is completed.

5）Order Fulfillment Process

Once your store is successfully connected, we will process your orders as follows:

1）Order Synchronization and Invoice

New orders from your store will automatically sync to our ERP system.

Every day, we will export an invoice from our ERP system and send it to you. The invoice will show the orders that need to be processed and the total amount due.

2）Payment and Purchasing

Please make payment according to the invoice amount and send us a screenshot of the payment.

Once we receive your payment screenshot, we will start purchasing the products from the factories.

We normally complete the purchasing of new orders before 4:00 PM China Time each day.

3）Order Fulfillment and Tracking Information

Once the order enters the fulfillment process, our ERP system will update the order status in your Shopify store.

After the tracking number is generated, our ERP system will automatically sync it to your Shopify store and send your customer an email containing the tracking information.

At the same time, the order in your store will be marked as Fulfilled.

4）Standard Processing Time: Approximately 2-3 Days

Under normal circumstances, it takes approximately 2-3 days from the time we purchase the products from the factory until they arrive at our Shenzhen warehouse.

Therefore, the 2-3 day processing time mainly refers to the time required for the products to travel from the factory to our Shenzhen warehouse after purchasing.

This processing time does not include the additional 5-10 days required for international shipping.

5）Quality Inspection and Shipping

Once the products arrive at our Shenzhen warehouse, we will carry out a basic quality inspection (QC).

After confirming that the product, quantity, and quality are correct, we will pack the order and arrange international shipping.

6）Free Stocking for Stable Orders — Processing Time Can Be Reduced to Within 12 Hours

If your order volume becomes stable and your SKUs are relatively simple, we can provide free advance stocking based on your actual sales volume.

When inventory is prepared in advance, the processing time can usually be reduced to within 12 hours.

This means that once a new order is placed in your store, we can quickly complete picking, quality inspection, packing, and shipping. In most cases, the order can be shipped out on the same day, helping to minimize the overall processing time.