GIFTHONG Customer Service Commitment: Your Global Gifting Partner
Effective Date: 2007/09/08
1. Our Service Philosophy
As a leading China-based exporter of custom promotional gifts and premiums, GIFTHONG operates on one core principle: Your Success Is Our Reputation. We combine Eastern manufacturing excellence with global service standards to deliver seamless support across time zones and cultures.
2. Dedicated Support Channels
Reach us anytime via:
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24/7 Email: info@gifthong.com (Primary)
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Business Hours Phone: +86 139 5803 9821 (Mon-Fri 9:00-18:00 CST)
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WeChat/WhatsApp: +86 139 5803 9821 (Priority for urgent issues)
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Online Portal: [Your Website] Order Tracking & Ticket System
(Response Time Commitment: Emails < 4 business hours; Urgent Requests < 1 hour)
3. Pre-Sales Consultation
Our multilingual team provides:
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Product Customization Guidance: Material options, MOQs, lead times
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Regulatory Compliance: REACH, Prop 65, FDA, and import regulation advice
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3D Mockups & Prototyping: Digital proofs within 72 hours
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Samples Coordination: Shipped globally in 3-5 days (cost varies)
4. Order Management
Every order includes:
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Single-point contact (Your assigned Account Manager)
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Real-time production updates with photos/videos at critical stages
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Quality control reports before shipment
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Automated shipping documentation
5. Customization Process Transparency
| Stage | Key Actions | Your Involvement |
|---|---|---|
| Artwork | Digital proofing, color matching | Approve final design |
| Production | Raw material inspection, line checks | Optional factory audit |
| QC | AQL 2.5 inspection report | Review/request adjustments |
| Shipping | Docs preparation, Incoterm® execution | Provide importer details |
6. Post-Shipment Support
We ensure smooth delivery through:
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Logistics Tracking: Automated carrier updates
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Customs Assistance: Documentation support per Incoterm®
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Delivery Verification: Post-arrival check-in
7. Issue Resolution Protocol
For quality concerns:
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Notify us within 7 days of goods receipt
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Submit evidence (photos/videos + delivery note)
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We investigate & propose solution within 48 hours
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Options: Replacement, credit, or partial refund
For shipping discrepancies:
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Immediate coordination with freight forwarder
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Insurance claim support (if applicable)
8. Continuous Improvement
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Quarterly Business Reviews: For strategic partners
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Feedback Mechanism: Post-transaction surveys
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Knowledge Base: FAQs, export guides, and compliance updates
9. Service Exclusions
To ensure fair operations:
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Re-shipment costs for errors in buyer-provided information
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Design changes after production commencement
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Customs delays due to inaccurate importer details
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Samples beyond annual complimentary quota
10. Our Guarantee to You
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No Timezone Barriers: EU/US-focused team shifts
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Cultural Fluency: Western business practices expertise
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Escalation Path: Unsolved issues? Contact:
Customer Service Director
info@gifthong.com
+86 139 5803 9821