Lost Packages
If a package is confirmed to be lost, we can either resend the order or issue a refund.
SERVICE GUIDE
XMDropshipping Service Guide
A clear guide to shipping times, after-sales support, payments, store setup, and order fulfillment.
Shipping Time
Our typical shipping time to most countries is approximately 5–10 days.
International shipping may occasionally be affected by unforeseen circumstances such as flight delays, public holidays, labor strikes, severe weather, or other unexpected events. These situations are relatively uncommon, and most orders are delivered within the estimated timeframe.
After-Sales Policy
We provide after-sales support in the following situations:
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.
Damaged Products
If your customer receives a damaged product or one 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.
Payment Methods
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.
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.
PayPal
We also accept PayPal payments. Any transaction fees charged by PayPal need to be covered by the payer.
ERP System and Store Connection
We use our own Dianxiaomi ERP system to connect with and manage orders from your Shopify store.
Share your store details
Provide your Shopify store backend URL (for example, xxxx.myshopify.com) and your Shopify Collaborator Code.
Install Dianxiaomi from the Shopify App Store
Please do not register your own Dianxiaomi account. We need to use the XMDropshipping Dianxiaomi account to connect with your Shopify store.
Approve our collaborator request
When you receive our Shopify collaborator access request, please allow access to the required Apps and Orders permissions.
We complete the connection
Once the steps above are complete, we will take care of the remaining setup. The connection normally takes 1–2 minutes, and we will notify you when it is complete.
Order Fulfillment Process
Once your store is successfully connected, we process your orders through the following steps.
Order Synchronization and Invoice
New orders from your store automatically sync to our ERP system. Each day, we export an invoice from the ERP system and send it to you, showing the orders to be processed and the total amount due.
Payment and Purchasing
Pay the invoice amount and send us a screenshot of the payment. Once we receive it, we will start purchasing the products from the factories. We normally complete purchasing for new orders before 4:00 PM China Time each day.
Order Fulfillment and Tracking Information
As an order enters fulfillment, our ERP system updates its status in your Shopify store. Once a tracking number is generated, it automatically syncs to your store and an email with tracking information is sent to your customer. The order is then marked as Fulfilled in your store.
Standard Processing Time: Approximately 2–3 Days
Under normal circumstances, products take approximately 2–3 days to travel from the factory to our Shenzhen warehouse after purchase. This processing time does not include the additional 5–10 days required for international shipping.
Quality Inspection and Shipping
Once products arrive at our Shenzhen warehouse, we carry out a basic quality inspection (QC). After confirming the product, quantity, and quality, we pack the order and arrange international shipping.
Free Stocking for Stable Orders — Processing Within 12 Hours
If your order volume is stable and your SKUs are relatively simple, we can provide free advance stocking based on your actual sales volume. With inventory prepared in advance, processing can usually be reduced to within 12 hours.
When a new order is placed in your store, we can quickly complete picking, quality inspection, packing, and shipping. In most cases, the order can ship the same day, helping minimize overall processing time.