FREQUENTLY ASKED QUESTIONS

What is EXW?

EXW is the price term, which means the price does not include shipping costs or other costs, only the product cost.

What are your terms of price?

Here are our FOB prices. All the prices in the lists are subject to our final confirmation. In General, our prices are given on a FOB basis. Of course, if you need the factory price, we can also update the factory price for your reference immediately.

What is your payment term?

30% deposit paid to start the order, 70% balance paid before shipping.

What is your payment method?

a. We accept the payment through T/T ($25 extra Bank cost for each payment), Alibaba Trade Assurance (2% extra Ali Cost), and 100% L/C at sight. We also accept Western Union and PayPal (4% extra PayPal handling fee) if needed.
b. As long as you confirm the order and payment method, I will draft a PI with order details for your reference.

Do you accept L/C payment?

Yes, we accept L/C, for customer of first cooperation, we will need 30% deposit by T/T, and the balance by L/C at sight.

Can we pay by LC/DP?

Generally speaking, we recommend using TT for first-time cooperation. If LC is a must, 30% deposit TT + balance LC at sight is requested. We don't recommend doing DP.

Cooperation several times, this time can not deposit?

Every order requires a deposit according to our financial policy. Now we also need cash to purchase raw materials, and we need to invest more funds for each order. We can't operate without a deposit. This is also the company's process. We hope you can understand, and we have cooperated many times. We need more support from each other. I will try to support you in every aspect as I can.

Can the deposit be free, payment monthly?

I'm sorry, this is the company's regulation. Many people are working here, so we must strictly follow the company's regulations; it will be very messy and quite difficult for the financial department. Pls understand that we can not help you with the payment request, but I can give you preferential treatment and a guarantee on the quality and price of the goods.

Because it is the first cooperation, I need you to complete the goods before I can pay. I promise I will pay.

We need a 30% deposit. This is the first time that we have cooperated. This is a kind of cooperation guarantee for us. If you are still worried, you can pay with Alibaba Trade Assurance, which is also very suitable for your first purchase.

We want the order to be with no deposit and 100% balance paid against the B/L copy?

Dear Sir, Our regular payment terms is 50% deposit and 50% balance paid before shipment, but as you are a big buyer, in order to show our sincerity in cooperation, I will try my best to check if I can help you apply for 30% deposit and 70% balance against copy of the bill of lading, thank you very much for your understanding and support.

What's the best price you can provide?

Would you please let us know the specific requirements and quantity of your order? And if you follow the original design of our factory or re-customize it? We will quote you the best price according to your specific requirements and the quantity of your order.

You give me a crazy price, I know an XX company who produce a similar product, they only give me 30% price as you gave.

Please do trust lower prices are always with reasons, we are all factories in China, we should not have so big price difference, in order to find out the reasons (I think you are also very interested), I would love to offer you the help with my professional product knowledge and experience:
a. You can try to collect the samples from us then you can find out the reasons by yourself.
quicker Way: you can ask your supplier to send the samples to our forwarder's warehouse (As our factory address would make them hesitated), I promise I will compare the samples in the fair way and give you the report.

What happens when the price offered by the customer is lower than the factory price?

Hi Dear, I am so shocked you give me this target price. I am sure no company can offer this price. It's quite lower than our factory's cost price. If you really want to order, we can move forward, but impossible this price, pls understand us.

Please give me some discount

Thank you very much for your kind support. Please don't be the one who can offer the lowest price in Amazon or eBay, they are always not the long-term players. We are business partner who should support each other to grow together with some reasonable profits. Now we have only 3-4% profits, we are not allowed offer you more discount. (Or you can tell me how much % I can offer to you from this 3-4% profits?) Please do trust now the business competition is much more difficult in China, if you can help me in the price, I do believe I must have something to feedback you one day when you need.

How long is the production time?

According to the order quantity of styles and order time. In the off-season, 1 40HQ takes about 15-20 days. In peak season, it may take 25-30 days for a 40HQ. It's already the peak season now. We need to place the order asap so that I can help you to arrange the fastest delivery date. But if place order in busy season, need to double confirm.

What is your fast production delivery?

We usually need 7-15 working days for delivery time, but if you have any special or urgent order, I will try help to apply for a top urgent order with faster delivery time for you, my friend.

When's the delivery time?

Could you advise the quantity of your order so that I can confirm the correct delivery date for you?

What is the standard production time for each order?

As normally 10-15 working days, but it depends on the order requirements!

A small quantity, but I want to mix them up

We are sorry, the low QTY is really difficult to mix with. Could you add more QTY? So I can better convince our production line.

Can you send the goods for door-to-door delivery?

For orders, door-to-door is a bit difficult. Freight rates are very variable these days, so it is difficult to assess an accurate price for shipping a few months down the line and most freight forwarders do not take door-to-door service. Can we do it this way? We compare the product and sea freight rates based on the arrival price first, and if we are lucky enough to get a deal, we can get an accurate quote from the customer based on the duration of the shipment.

Can you accept cash on delivery?

Trade Guarantee is recommended / We have joined the Trade Guarantee service to protect your order to ensure we deliver on time and provide the quality products required. All I have to do is draw up a Trade Guarantee Order on Alibaba and send you a link to your order, through which you can confirm your order and pay by wire transfer, credit card or electronic cheque to the Citibank account designated by Alibaba. In short, all you need to do is confirm your order and pay for it, and I will take care of the follow-up, such as production, delivery, customs clearance and logistics.

Because the goods are in urgent need, what if we don't receive them on time? Is there any compensation?

In addition to some unavoidable factors, we will definitely deliver the goods within the specified delivery time. The transportation time is provided by the freight forwarding company for reference only. However, we will follow up the progress of goods transportation every day, so that you can receive the goods as soon as possible. Of course, we can also agree on a fine.

The freight is high.

Yes, the prices are very high now, but we can also quote factory prices. Have you cooperated forwarder agent to arrange the delivery?

How long will it take to ship to my country?

Generally, it takes 30 days for our production, 20-35 days for sea transportation, and 20 days for shipment and customs clearance. It's 80 days in total, so if you want to get it in August, you need to confirm the order and start production in May.

What is your MOQ?

Normally will be one pallet.

Do you have stock?

This production time for this item will be about 30 days, do you need the goods urgently? We have another similar item available, is it ok for you?

Can we print our logo on the box?

Yes, the product label is free to print the logo, but the minimum order quantity of the carton is 100, and it can also be covered with stickers, the minimum order quantity does not need so much.

Are you providing customize packaging?

Yes, we accept custom packaging order.

Are you able to provide custom packaging?

Yes, Customized package is welcome!

Can customize my own brand?

Yes, would you please show me your design and request, so that I can check if the design is okay and I will get the best price for you.

What color/logo options do you offer?

We can follow your design and offer professional advice for you, no worry. Full CMYK printing or Specific Pantone Color printing!

Can I add a logo sticker?

Yes, how many colors will your logo have? If there is any photo to have a look at, then we can check the cost.

Could I put our logo on the packaging?

Yes, sure, we accept OEM, and for custom printed packaging boxes, our MOQ is: ~pcs.

The customer consults whether they can revise.

May I know any of your ideas to make your design on our XXX? Or we have some examples for your info, such as....

May I customize the size of solar panels?

Yes, but there is a minimum order quantity, and prices may vary. Efficiency may also vary by size.

The products have some problems.

We are sorry to hear that. Would you pls show us some pictures or videos? I'll let our engineers check, and we will give you a satisfactory reply.

How can I make sure the mass goods quality?

You are really a professional buyer, we will arrange the first quality inspection when the goods are 30% complete, the second quality inspection when the goods are 70% complete, and the last inspection after the Mass goods done. We will update the photos and videos for you each quality inspection then you will know your Goods status and progress.

Do you have warranty?

5 years for solar panel, 2 years for controller/inverter/battery. More year for option.

How about the quality of your products?

You can rest assured about the quality. Reliability is our strong point. We have cooperation with Huawei. Our products are using environmental & friendly materials. Pass a full set of safety certification.

Is it possible to return or exchange the goods?

Hello, we will arrange personnel to inspect all the goods before shipment. We have spot checks for functional products in the middle of production, and we will carry out a second spot check when warehousing. If there is no problem with the product quality, we will arrange shipment. If there is any problem, we will not ship it. However, if the arriving customer finds a quality problem with the product, we will cooperate with them to deal with it, but we cannot return it.

Why should I install solar panels on my home or business?

Installing solar panels is one of the most beneficial means of generating electricity, both financially and environmentally, whether it's for a home or business. Solar panels provide a means of producing your own clean energy from a renewable source rather than relying on carbon-intensive fuels. Photovoltaic (PV) modules not only eliminate tons of carbon every year,but  they also earn you money by reducing your monthly power bill. What you don't use is sold back to the grid (for grid-tied applications) and credited to you accordingly. Over a 25+ lifespan, the cost of generating electricity from home solar panels is significantly less than continually leasing your electricity from a retailer. The best part is, solar energy will never run out!

How do solar power systems work?

Solar energy begins with sunlight hitting your solar panels, which creates Direct Current (DC) electricity. That energy flows into your inverter, which converts the DC energy into Alternating Current (AC) electricity that can be used to power your home. The AC energy flows from your inverter to your main electrical panel (or possibly a sub-panel if you have one) and then is used to power all of your home's lights, appliances, gizmos, and gadgets — anything that uses electricity. If your solar system is not producing enough energy for your entire home, the utility will fill in the remainder of your energy needs. If your solar system is producing more energy than your home can use, the excess energy will flow out to the grid, and your utility will credit you for the power.

What happens if it snows or hails?

How do solar panels fare against snow or hail? Naturally, snow and hail are two of the main concerns for residents throughout Alberta, Saskatchewan, BC, and Northern Canada. Rest assured, snow does not have as great an impact as you might think. The slope of the panels, as well as the current running through the solar panels, will prevent much of the snow from settling. Additionally, the energy generation and payback period are calculated based on annual production values, the majority of which come during the spring/summer/fall months. If some snow does settle, the added energy generation plays a minor role in the system's overall life since solar radiance is significantly diminished in the winter. It is not worth the risk/hassle of climbing onto your sloped roof to clear snow. These results are documented in a study conducted by NAIT for Edmonton's conditions.

Is my house an ideal location? I have trees and shade, is that a problem?

The best way for us to determine this is to contact us! But in general, if you have a south, east, or west-facing roof, we can make solar panels work for you!

How does shade affect my solar panels' production?

Shading is solar's arch-nemesis. Too much shading can make a solar system infeasible for a location. Sometimes shading issues are really easy to identify, for instance, if we can't see your roof on Google Maps, shading is probably going to prohibit you from going solar. A lot of times is hard to tell the exact shading concerns from a satellite view. In these cases, we use a special device called a Suneye to measure your site's shading. The Suneye has a fisheye lens that we use to take a 360-degree picture from each corner of your roof. We plug those pictures into some nifty software that analyses the images versus the sun's path throughout the year. From this analysis, we can give you a very accurate solar production estimate–one that we'll guarantee. Planning to take down a worrisome pine tree, no problem, the Suneye allows us to model the removal of trees and other shading obstructions! At the end of the day, if your solar site is more than 50% shaded throughout the course of the yea,r we'll normally advise you to not go solar and enjoy your beautiful trees. Between 50-70% shading is generally workable, and upwards of 70%, we aren't concerned about your shade!

How long will a solar PV system last (what are solar warranties)?

Inverters have a 10 to 12 years warranty depending on what manufacturer is best for your property although you can often extend this to 20 or 25 years. Solar power system components have different warranties. Solar panels themselves have a 25-year performance guarantee and typically have a 12+ year material warranty. This means that in 25 years, solar panel manufacturers guarantee their panel will be producing at approximately 85% of what they do today (they degrade slowly over time).

Do solar panels still work if it is cloudy?

If it is cloudy, solar panels still operate, although they typically won't produce as much as if it were a sunny day. The sun can penetrate moderate cloud coverage and can even go through small amounts of snow.

How many solar panels do I need to power my home?

We design our solar power systems' size based on three main factors:

1. Roof size and available space — this tells us the maximum number of solar panels your home or site can hold and, based on the pitch, azimuth (orientation relative to due south), and shading of your roof, how much solar production you can get from each area of your roof. To estimate your solar production, we'll use a special camera called a Suneye, which takes a 360-degree picture. We'll take pictures from each corner of your roof and then run those images through our software, which allows us to model your production based on roof pitch, orientation, and shading.

2. Energy usage — this helps us hone in on the perfect solar system size for you. We look at 12 months of your utility bills to make sure your system isn't too big (which risks you donating energy to the utility) or too small (you won't save enough!).

3. Your Budget — this is an obvious one! We'll take your feedback on how much you want to spend and size your system appropriately.

Do solar panels work when the power goes out?

By default, your solar system will not produce energy during a power outage. This is one of the most common (and understandable) misconceptions about a home solar system. However, federal regulations require that your solar panels automatically shut off during a power outage. This requirement protects utility linemen who could be injured if they are working to repair power lines that are being fed live power by your home solar system. Since your home (and thousands of other solar homes) is a power producer, shutting the panels off is the only way to guarantee a safe environment for the line-workers. If your main goal is to have backup power during an outage, adding a battery backup system like an FGET Powerwall is the best way to have a sustainable, intelligent power source to help you weather the storm.

How long do solar panels last?

Solar panels are built and installed to endure harsh and unpredictable weather conditions, even in situations with lots of snow, rain, and wind. Only in the most extreme cases, like places with lots of hurricanes, solar panels may not hold up very well. But that could also be said for the condition of the home as a whole.

I want JA, Jinko's solar panel

Sorry, we don't have these brands of solar panels; we manufacture our own solar panels. Can we use our brand or your brand?

Can the sample cost be refunded?

Yes, we can fully refund it after you place the order.

Can you order a sample? Can the sample charge be refunded?

Yes, sample order accepted, sample charge will be refunded after the order.

Can I get a free sample?

I fully understand your point, but it's not cheap as you know, so it's not workable for a factory. We need to buy the fabric from the market, and for the small quantity we need to pay 3 times for the cost, and the workers' wages, we also need to pay 3 times for them. And pls also note, when you send the order, we will return the sample fee to you, and you can deduct it from your account.

Are your factory or a trade company?

Our company is an integrated set of industry and trade companies. Our main product is Solar power systems and batteries. On the other hand, our company has established since 1995, with over 25 years of experience in exporting.

Please send me the catalogue

OK. Here is the catalogue you need, FYI, thanks.

Do you have a factory audit?

Yes, we have BSCI and ICTI audit reports. However, it depends on whether you only need the BSCI/ICTI reports or if you need to go through the entire inspection process. The cost and preparation time depend.

What is your main market?

Our main market is European, America, Japan, and South America. Actually, we have customers all over the world, so our products have almost all the certificates that customers need.

Have you sold any to our country?

1) Yes, we have sold this item to XX market and have got very good feedback, customers like it very much and reorder quickly. 2) This is the new item that just came out last month. The production is just going to begin; if you place the order now, you will be the first one to sell this.

What is your advantage?

We have been exporting XXX for more than 20 years and cooperate with many factory who can provide us the better prices than other companies. We also protect our customers' profit and have a professional QC team to check the quality before we ship the goods.

What new products recently?

We did investigate the market recently and have some new products to share with you.

Could you tell me which one is selling well recently?

We would like to share with you a series of hot styles, which are very novel and our sales champion this month. I enclose the picture and our preferential price for your reference. I believe that you can certainly win very good sales in your area.