As inQbrands USA grows, the addition of simple rules and requirements becomes necessary to ensure the best possible service is given to all of our clients. We want to ensure that every client is given the attention they deserve. We are excited to be adding RMA services to our product offering, and as such we are amending our existing agreement. There will be a few choices you will need to make as to how you would like us to handle your returns. Please mark the appropriate boxes and provide necessary details, where applicable.
RMA AGREEMENT – CONTRACT
inQbrands RMA Standards
All received products must abide by our RMA standards. When we receive a product, we will have the normal inbounding procedures done within 3 business days. All products must be marked in our system with a tracking number and ASN number. If a product is not marked with the appropriate reference numbers, we will make good-faith efforts to get this information from you, the supplier. However, if, after 10 business days, we do not hear from you, the supplier, your product will be destroyed at your cost.
All returns will be sent with an ASN in the format beginning with “CARI.” Example: CARI 776796626808
Refurbish or Do Not Refurbish
You may choose if you want your product refurbished or repackaged when the warehouse receives a return on your behalf. inQbrands will process all of your returns, and you must provide us a standing order for products we receive as returns, including instructions on how to handle your product based on the appearance of the product. If they appear inadequate to resell and you do not want to have it destroyed or shipped back to China, you may choose to have it sent to a 3rd party center that can provide repackaging and refurbishing services. inQbrands is able to coordinate with clients to get a contract with a third party repackaging and refurbishing center. You will need to decide if you want to utilize this service, or if you would like inQbrands Ontario warehouse to handle all returns (NOTE: we do not repackage or refurbish any product). If you choose to utilize the 3rd party service, you may choose to have inQbrands assist you in finding a servicer and negotiating the best rates with them. If you do so, we will do our best to provide options of third party companies to you. If you would rather use only our warehouse for returns, you will need to provide a standing order on how we should process your products. We can restock them for you if they appear in near-perfect condition, destroy the products for you at your cost, or rack them for Return to China. For returning products to China, we will collect as many as you’d like before shipping them, however, please note that regular warehouse storage rates will be charged for the first 30 days (currently $.33 per cu. ft. per month for standard products, and $.66 per cu. ft. per month. for oversized products), and after 30 days your regular rate will be doubled until the products are shipped back to you.
As a part of our returns service, we have the capabilities to evaluate each package to determine its viability. You have the choice of having us save all products received for Return to China (Rack), to have all received products destroyed or disposed of, to take a picture of all products requesting your disposition for restocking (an additional charge of $2.00 for three photos will apply), racking for Return to China. You may also provide us consent to allowing us to use our best judgment for a returned product to restock, and at our discretion we can do so for you; if it appears damaged or unsellable we will request a disposition from you by sending you a photo of the product (an additional charge of $2.00 for three photos will apply). You will provide your standing order at the end of this contract. However, you will also have the ability to have a specific returned product follow a unique disposition when you submit your tracking number to the Made-in-China.com Virtual Office. When submitting the shipping company tracking label to our system, you will also be able to note how you want the product handled (restock at our discretion, take photo for evaluation, rack for Return to China, rack for sending to 3rd party refurbishment center, or destroy).
Refurbish & Repackage Product Specifications
If you choose to utilize a third party service for repackaging and refurbishing your products, you shall create an agreement with this company for your specific needs. The agreement will include shipping the refurbished product back to the inQbrands Ontario Warehouse if they can make the product resalable. You or your dedicated 3rd party vendor will provide us with the ASN# when the third-party ships out your products. You will be responsible for communicating this information to us, however you may choose to have the 3rd party contact us directly.
Rack Products for Return to China
If you want returned products to be saved for shipment back to China, you must specify at what quantity of products you want to collect before shipping back. Standard outbound charges apply for shipping products. Storage of the returned products will be charged at the regular rate for the first 30 days (currently $.33 per cu. ft. per month for standard products, and $.66 per cu. ft. per month. for oversized products), and after 30 days the rate will be doubled until the item(s) are shipped.
Rack Products to send to 3rd Party Refurbishment Center
If you want returned products to be saved for shipment to your selected 3rd party vendor, you must specify at what quantity of products you want to collect before shipping to them. Standard outbound charges apply for shipping products. Storage of the returned products will be charged at the regular rate for the first 30 days (currently $.33 per cu. ft. per month for standard products, and $.66 per cu. ft. per month. for oversized products), and after 30 days the rate will be doubled until the item(s) are shipped.
If you want all, or a portion of products to be destroyed, you will be subjected to destruction and/or disposal service charges. Currently, the charge for this service is $2.25 per cu. ft. for small quantities, or $500 per every 5 tons for large quantities. Disposal must happen within a timespan of eleven days or an additional fee will be charged. There may be additional charges for items requiring special handling (e.g. electronics, batteries, hazardous materials). We will directly utilize a third-party to provide these services, and these charges will be passed on to you.
If you want your products restocked, you must provide us your consent to use our best judgment for evaluating the condition of your product. If the product does not come back in adequate condition, we can take a photo of the product and send it to you requesting disposition (an additional charge of $2.00 for each three photos). If we receive a product that appears to be damaged or imperfect, instead of restocking it, our RMA expert will begin communicating with you requesting your disposition.
Request Decision Upon Receiving Products
You have the option to request all products that we receive to have a photo sent to you, in which we will request the disposition from you. There will be a small charge of $2.00 for each three photos for this service. You will receive the photo for evaluation within three days of our Warehouse receiving the product. On the fifth day after we send the initial request to you, we will send a reminder that we need your response for how to handle the product. We will send additional alerts on the seventh and ninth days after the initial request. Unfortunately, if you have not provided a disposition at the end of the tenth day at 4:00 PM Pacific time, your product will be destroyed at your cost.
Shipments without standing order or ASN#
All return shipments are to be sent to the inQbrands Ontario Warehouse with an ASN# and/or RMA# with your disposition. If a shipment is received without your standing order on how to handle the product or an associated ASN# or RMA#, we will try our best to contact you to receive your decision on how to proceed. If it is necessary to provide photos for evaluation, we will provide them (an additional charge of $2.00 for each three photos will apply). We must receive an answer within 10 business days (you will be provided four notices as described in the timeline agreement), or your product will be destroyed at your cost.
Products can be restocked when received from an FBA return or a Return to Sender (RTS) package from a shipping carrier. Our RMA team will reach out to you on how to handle the shipment. You must respond within 10 business days to our inquiry, or your product(s) will be destroyed at your cost.
Timeline agreement – Summary
All normal returns and responses will be processed by inQbrands within 3 working days.
After processed, if the team at inQbrands need any communication from you regarding disposition or more information on a product, you will be given a notification.
Day 1: you, the supplier will receive a notification requesting your disposition
Day 5: you will receive a courtesy notice if you are unresponsive
Day 7: you will receive another courtesy notice if you are unresponsive
Day 9: you will receive a final courtesy notice if you are unresponsive
Day 10: if we have not received correspondence from you by 4:00 PM Pacific, your product will be destroyed at your cost.
Operation hours Mon – Fri 8:00am – 5:30pm, excluding holidays
- All products must abide by our inbound shipping labels.
PLACE SAMPLE SHIPPING LABEL HERE
- Client is to provide us with an ASN prior to inbound items being delivered to our warehouse.
- All clients and carriers must schedule an appointment for delivery of inbound items with a member of the US warehouse team, Contact email:
- If client is unable to provide us with an ASN, we will need to re-schedule inbound delivery once the ASN is available.
- If an ASN is available in the system and client or carrier does not schedule a date/time for delivery with US warehouse team, we will charge a non-appointment or rush fee. No shipment should show up blind. Failure to comply will result in a minimum charge of $200.
- Each container must have an ASN. You will be charged a fee of $100 for each container that does not have its own ASN. Additionally, sending multiple containers will result in a delay to your shipment processing. We are not responsible for any loss of business that may occur while we process your entire shipment.
- If an ASN does not match inbound items, you will be notified of the variance.
- All inbound shipments that abide by our standards will be received and put away within two business days.
- The client may elect to have a free inventory check once per year. An additional fee will be charged for additional checks.
- If client would like to have a secondary inventory check within the same year, a fee will be charged and requires advance notice of at least 10 business days.
- Any orders that are requested within the same day will be considered a “rush order” and will be charged an additional fee. Same day Rush Orders must be received in the WMS by 1:30pm [PST] to be processed. Any orders received after this time will be completed the following business day.
- All orders must contain the following:
- Complete recipient’s name
- Delivery address
- Shipping carrier
- Shipping method
- applicable shipping or handling instructions
- Any cancellations must be processed through WMS and a communication must be sent to members of the US warehouse team.
- All Amazon orders requiring Fulfillment by Amazon (FBA) labels must include complete documentation and must be received within 2 business days for outbound processing. We must receive both the FBA labels and Bill of Ladings (BOL)’s to initiate the order. A communication must be sent to all members of the US warehouse team at USWarehouse@made-in-china.com
Customer pick-ups must be picked up within 5 business days of purchase order being submitted by client. If items are not picked up within this time they will be considered a “cancelled order.” All applicable charges will apply, and the order must be resubmitted to be completed.