Answers before you ship

Yes. All outbound shipping is DDP. The shipping price in your quote includes the applicable import duties and taxes, so they are settled before the parcel arrives instead of being collected from your customer at the door.

The exception is a charge that a destination imposes separately, which your quote notes for that destination.

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Applicable duties and taxes are included in the quoted shipping price. Separately imposed, destination-specific charges are not included and are shown as a note on the destinations they apply to.

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Some destinations add their own charge on top of standard duties and taxes, for example a per-item import duty or a charge above a declared-value threshold. Where one applies, your quote lists it under that destination and explains how it is charged.

If you're unsure whether a charge applies to your products, ask the team before you ship.

SuperFulfill handles customs as part of each shipment. You don't need your own customs broker for orders shipped from our China warehouse.

We may ask you for accurate product descriptions and declared values, because customs relies on them.

Tell your account manager or raise a support request with the order reference. The team checks the shipment with the carrier and tells you what's needed to release it.

They can apply to some addresses and parcel sizes. Where we can't verify a surcharge for an order, the quote asks for a custom quote instead of showing a price that might be wrong.

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It depends on the destination and the shipping service you choose. Your quote shows a delivery estimate in business days for each service where one is available, so you can compare speed and price side by side.

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No. They're estimates for the service shown on your quote. Actual delivery can vary with customs processing, carrier capacity and local conditions in the destination country.

Where more than one service is available for a destination, your quote shows each one with its delivery estimate and price, so you can choose a faster option.

If most of your customers expect next-day delivery, keeping those best sellers with a local warehouse may suit them better. You can run both.

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Yes. Orders ship tracked, and your portal shows the tracking status of each shipped order. Orders still awaiting a tracking number are flagged, not hidden.

Add your destinations to the quote. Countries we can price instantly show a price and delivery estimate. Others are marked for a custom quote, and our team checks the options for you.

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Each order has two parts: shipping from our China warehouse to your customer, and pick & pack. Your quote shows both separately for every product and destination you add.

Anything specific to your account, such as special packing instructions, is confirmed with your account manager before you start.

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Request a fulfillment quote. Tell us about your business, your products and the countries you ship to; parcel sizes and weights help but aren't required. You don't need an account.

Our team reviews your requirements and prepares rates for your products and destinations. Asking for a quote doesn't commit you to anything.

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We only show a price when we can verify the rate, any surcharges and that your goods are eligible for the service. If any of these can't be confirmed, for example because the goods need a compliance review or the destination is priced by postcode zone, the quote asks for a custom quote instead of guessing.

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Send us the products and destinations that couldn't be priced instantly, and the team reviews them against current carrier rates and restrictions. If we need more details about your goods, we'll ask.

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Quotes are estimates in USD per order, based on the packed parcels you entered and our currently approved carrier rates. Your account manager confirms final pricing before you start shipping.

Quotes are in US dollars.

Tell us your expected monthly orders when you quote or register. SuperFulfill works best with established brands that already sell, and the team confirms whether we're the right fit for your volume.

Billing is prepaid, so funds are in place before orders ship. Your account manager explains how to pay during setup.

Once your portal is active, your invoices are available in the Invoices section of the client portal.

Send your account manager a request in the portal with the invoice and order references. They'll check it against your agreed pricing and reply there.

Yes. During setup you give SuperFulfill collaborator or app access to your store, and the team checks the connection and how orders are routed to us before fulfillment starts.

If you're not sure how to grant access, choose "I need help with this" in the store setup step and your account manager will walk you through it.

Tell us which platform you sell on during setup. The team confirms how orders from that platform will reach us before you start.

Please don't assume automatic order or stock syncing for every platform. What's available depends on the platform and is confirmed for your account.

Tell us about them when you request a quote. Wholesale orders are often larger than ecommerce parcels, so the team prices them as a custom quote.

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Orders and their tracking status, stock on hand by product and variant, inbound shipments, exceptions that need a decision from you, invoices, and requests to your account manager.

The data comes from our warehouse system and is imported and checked by our team. The overview shows when it was last updated.

SuperFulfill has fulfillment hubs in Dongguan, Guangzhou (Panyu) and Hangzhou (Qiantang), China.

Your account manager allocates the warehouse that suits your products and suppliers. The receiving address appears in your portal once it's confirmed.

Please don't send stock before the address appears.

If your products are made in China, keeping stock near the factory avoids shipping every production run in bulk to an overseas warehouse. You skip inbound freight, import handling and overseas storage before an order ships, and restocks don't need an ocean crossing.

The trade-off is longer delivery than from a local warehouse, which your quote shows per destination.

Once your warehouse address appears in the portal, create a packing list for the shipment. Copy the English or Chinese address for your supplier or freight forwarder, and ask them to deliver to it.

The warehouse counts your shipment against the packing list you submitted. The inbound shows its status in the portal, and any difference is raised with you.

International inbound shipments need confirmation from our team before you send them. Import requirements and costs depend on the origin and the goods, so contact us with the details first.

The products and quantities in the shipment, how many cartons there are, and how it's arriving. The portal guides you through it and you can attach your supplier's packing list.

Yes. Tell your account manager what should be checked for your products, and they'll confirm the quality control process with you during setup. Exceptions that need your decision appear in the portal.

You can choose SuperFulfill standard packaging, supply your own branded packaging, or give special packing instructions. You set this in the fulfillment step of your setup.

List the branded items you'll supply, such as mailer boxes, tissue paper or thank-you cards, in your setup. They can arrive in the same shipment as your inventory or separately.

Add special packing instructions in your setup and describe your products in the quote. If an item needs packaging beyond the standard options, your account manager confirms it with you before you start.

Yes. Returns to our China warehouse are supported. Your account manager agrees with you how returned items should be handled.

Returns are supported to our China warehouse. If you need returns processed in the customer's own country, a local partner may suit those orders better. Ask the team about your options.

Fulfillment errors are covered, subject to policy. Report it to your account manager with the order reference and a photo if you have one, and the team will investigate.

Qualifying lost parcels are covered, subject to policy. Tell your account manager with the order reference, and the team will trace it with the carrier and confirm the outcome.

Report it with the order reference and photos of the parcel and item. The team reviews each case, and what's covered depends on the cause and our policy.

Send a request to your account manager in the portal, or message them in your SuperFulfill WhatsApp group. For urgent shipments, email or WhatsApp the team directly.

Start by requesting a fulfillment quote. When the rates work for you, create your account. A SuperFulfill supervisor matches you with an account manager, who allocates your warehouse and guides setup. Then you send stock, and orders start shipping once setup is checked.

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Routine setup typically takes 24–48 hours after we receive your stock, as long as your products, store access, packaging and billing are ready. More complex setups can take longer.

Yes. After you register, a supervisor matches you with a named account manager who looks after your account. They work with you in your own SuperFulfill WhatsApp group and through requests in the portal.

Yes. Many brands keep fast movers with a local warehouse and route other orders to us. Because the setup is shared, our team reviews the arrangement before onboarding starts.

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Once your stock is received and setup is checked, SuperFulfill switches fulfillment on for your account. This never happens automatically, and your account manager lets you know.

SuperFulfill is built for ecommerce brands with products made in China, such as apparel and accessories, beauty and skincare, gifts and homeware, and electronics accessories.

Some goods have carrier restrictions, so they're reviewed before we confirm a service.

Often, but services have limits on battery capacity, liquids and loose powder, and some goods need a compliance review. Describe your goods in the quote: if eligibility can't be confirmed, you'll be asked to request a custom quote.

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It suits brands manufacturing in China and selling in several countries, especially if you want to avoid holding stock abroad. A local warehouse may suit you better if most customers expect next-day delivery, your products are bulky or heavy, or you need returns processed locally.

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