frequently asked questions
1. CUSTOM INFORMATION
First pls send your custom design to us,then we can give you our price based on custom size and techniques.If you think our price is good, then we can deal.
Do you offer design assistance if I don’t have a design?
We accept AI, PDF, JPG, PNG, and other common formats. For best results, vector files are recommended.
A one-time design or mold fee may apply depending on the complexity of the custom product.
Yes, please inform us of any changes before production begins. We will do our best to accommodate.
We provide a confidentiality agreement to ensure your design is used exclusively for your order.
2. Products & Materials
We offer a variety of metals such as zinc alloy, copper, iron, aluminum, stainless steel, gold, silver, etc.
We are a manufacturer with our own factory, not just a trading company.
We have complete production facilities and advanced processes, allowing us to handle production directly. This enables us to ensure better quality control and cost management, offering more competitive prices to our customers.
Yes, we offer recyclable metals and other environmentally compliant materials.
Yes, we offer polished, matte, antique, enamel, gold plating, silver plating, and more.
Yes, we offer various treatments like gold plating, nickel plating, stainless steel processing, etc.
Yes, we keep your design files and molds on file for 5 years to make reorders easy.
3. Pricing & Lead Time
Yes, samples are free. You only need to pay the shipping fee. Please contact us for samples.
Price depends on quantity, size, materials, and complexity. Please send your requirements and designs for an accurate quote.
Samples usually take 7–10 days. Mass production takes 15–25 days, depending on product complexity and quantity.
Yes, we can adjust the schedule to meet your needs. Please contact us to discuss.
Yes, bulk orders are eligible for discounts. Please contact us for a quote.
Normally 50 pieces, but smaller quantities can be accepted depending on the item.
4. Payment & Packaging
The time it takes for you to receive depends on two factors: the transportation method you choose and the production cycle. Our production cycle is generally 15 days. Please contact our sales team for the specific production time and whether the production time can be accelerated. The following are our cooperative logistics companies and estimated times:
International Express (FedEx, DHL, UPS): DAP delivery, 3-9 working days
1. Air freight and delivery: DDP delivery, 10-15 working days.
2. Fast sea freight: DDP delivery, 20-30 working days.
3. Ordinary sea freight: DDP delivery, 45-60 working days.
We currently support shipping services to countries and regions around the world. Please consult the sales team for specific shipping methods and times.
The shipping costs are calculated based on the weight or volume of the goods. The prices for different countries and regions and different shipping methods are different. Please consult the sales team for specific prices.
After the goods are shipped, we will send you an email with the shipping number. Or you can check your order status under "My Account" > "My Orders".
Because the tariff policies of each country or region are different, we cannot calculate them accurately, so the customs duties are generally the responsibility of the buyer. However, the shipping company will assist the buyer in customs clearance procedures, and sometimes they will pay the tariffs first. You only need to wait at home for the goods to arrive and pay the tariffs to the shipping company. Please pay more attention to email or phone messages during customs clearance.
Hesank does not add taxes, VAT or any other hidden fees. All fees will be calculated and informed before the transaction. However, not all products will incur tariffs, depending on the policies and requirements of different countries.
If the goods are detained by customs after leaving China, the buyer is responsible for clearing the detained items. You can contact the local customs to inquire about the specific reasons. Customs and shipping companies will generally send you an email within three days to explain the details. You can go through the customs clearance procedures according to the instructions. At the same time, please pay more attention to email and phone messages during customs clearance.
5. Shipping & After-Sales
We usually ship via air express (DHL, UPS, FedEx, TNT), or by sea, train, or truck depending on your location.
Once shipped, we’ll provide a tracking number for you to monitor delivery progress.
If the order hasn't shipped, we can update the address. Please contact us as soon as possible.
Yes, we can arrange split shipments as needed. Please let us know your requirements in advance.
We ensure safe packaging, but if damage occurs, we will offer a replacement or refund per our policy.
Yes, we offer a one-year warranty for manufacturing defects (excludes misuse damage).
6. Other
We usually ship via air express (DHL, UPS, FedEx, TNT), or by sea, train, or truck depending on your location.
Once shipped, we’ll provide a tracking number for you to monitor delivery progress.
If the order hasn't shipped, we can update the address. Please contact us as soon as possible.
Yes, we can arrange split shipments as needed. Please let us know your requirements in advance.
We ensure safe packaging, but if damage occurs, we will offer a replacement or refund per our policy.
Yes, we offer a one-year warranty for manufacturing defects (excludes misuse damage).
We’re ready to hear from you! Send us messages now.
sales@hesank.com
Phone
+86 13758790086
