After-sales
After-sales & Support
60 matching answers
Can two seasons stay open on one SKU? Copy link
Yes. An everyday print and a holiday print can both stay on the approved dieline. Each graphic keeps its own sample approval. See OEM and ODM.
Will you send a renewed certificate? Copy link
Yes. Ask sales to send the current scan when your retailer review opens. The live files are also on certificates.
What if my retailer asks for a certificate you do not show? Copy link
Send the name of the document. If there is a matching scan, sales sends that file. The set you can download today is on certificates.
Can a lot that has already shipped get a new barcode? Copy link
A shipped lot keeps the barcode that was on the carton. The next run can carry a new barcode if you send the file before marks are printed. See export packing.
How do you split a claim when the order had several SKUs? Copy link
By SKU and carton mark. Send photos per SKU so the reprint matches the pieces that failed, not the whole mixed order. Write to sales.
Do you ask for faulty goods to be returned? Copy link
The review starts from photos, the order reference, and the destination. A return is discussed only if those do not answer the question. Write first via contact before you ship anything back.
What if someone reports a smell? Copy link
Send photos, the lot mark, and how the cartons were stored. A dry pad should not smell damp on arrival. Write to sales.
Can I change flute on a reorder? Copy link
Yes, and it is a new sample, not a silent change on the old approval. Confirm BC, B, or E on that sample before the next bulk. See materials.
Who approves the file used for a reprint? Copy link
You do, against the retained sample. Sales sends the file reference with the reprint plan. Approve it via contact.
Can the same item later go to a new marketplace? Copy link
Yes. Keep the structure and change marks, barcodes, or inserts for the new channel. Sample the new pack before that bulk. See export packing.
Next step
Send the brief that starts the sample
Send the shape, the market, and whether you have a drawing, a mold, or a reorder.