CUSTOMER SERVICE OVERVIEW

 What Our Customer Service Covers

Our customer service team helps with quotes, order follow-up, shipping questions, returns, and reorders. Whether you handle a one-time event or a long-term program, we aim for clear communication, predictable timelines, and consistent product quality.

Service scope details

Support for custom lanyards, arm sleeves, bandanas, and related textile products
Pre-order support: questions on product choice, lead time, and pricing
In-production updates: status checks and schedule confirmation
Post-delivery support: issues, returns, reorders, and feedback
Dedicated support for distributors and corporate clients

ORDER STATUS & CHANGES

Check Your Order Status

You can check your order status by contacting our customer service team with your PO number, quote number, or company name. We will confirm whether the order is in design, in production, or in shipping.

A1
Please send us one of the following:
Your PO number
Our quote or order number
Company name and product type We will reply with your current stage, estimated ship date, and tracking information if the order already shipped.

A2
Small changes may be possible if production has not started.
Once we start printing or assembly, changes may affect cost and delivery time.
If you need a change, contact us as soon as possible with clear instructions so we can check what is realistic.

A3
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.

SHIPPING & DELIVERY SUPPORT

Shipping Time & Delivery Help

We ship to many regions and work with different carriers. Delivery time depends on your location, shipping method, and customs clearance.

A1
If tracking shows a delay, contact us with your order number and tracking link. We will help you:
Check the latest status with the carrier
Confirm any customs or address issues
Suggest backup options if the delay affects your event

A2
Please take clear photos of:
The outer carton (all sides)
The shipping label
Any visible damage to inner bags or products
Send the photos and your order number to our customer service team within a reasonable time after delivery. We will review with the carrier and discuss replacement or compensation options with you.

A3
Yes. We can provide commercial invoices and packing lists with HS codes and declared values.
If your country has special documentation needs, tell us before shipment so we can prepare correctly.

QUALITY ISSUES & AFTER-SALES SUPPORT

Product Quality & Claims

We take product quality seriously. If you see issues with print, color, construction, or hardware, contact us so we can fix the problem quickly.

A1
First, separate a few example pieces and take clear photos or short videos that show the problem:
Misprint or wrong color
Broken clip or attachment
Stitch or edge issues
Send these to us with your order number and a rough count of affected pieces. We will review and suggest a solution such as remake, partial credit, or other corrective action.

A2
We print based on the approved digital proof and Pantone codes where possible.
Minor color shifts can happen between screens and printed fabric.
If the result is clearly outside normal tolerance or does not match the approved proof, we will review and handle case by case.

A3
For normal use, clips and breakaways should work through the event or campaign.
If a large portion of hardware fails under normal use, send us photos and quantities.
We will examine the issue and give you a fair solution.

RETURNS & EXCHANGES

Returns & Exchange Policy

Because our products are custom-made, returns work differently from standard retail. We handle each case based on quality, accuracy of production, and the agreement in your final proof and quote.

A1
Custom products are made specifically for your design, so we usually cannot accept returns for “change of mind” after proof approval.
If there is a special situation, contact us and we will see what is possible.

A2
You can request a review when:
The delivered product does not match the approved proof
There is a clear quality problem (print, material, or hardware)
The quantity is short beyond normal packing tolerance We may ask for photos, videos, and sample pieces to evaluate the request.

A3
We recommend you check your goods as soon as they arrive.
Please report any issues within a reasonable period after delivery so we can respond quickly and fairly.

BILLING & PAYMENT SUPPORT

Billing Questions & Payment Methods

If you see an issue with your invoice or payment, our customer service and accounts team can help clear it up.

A1
If your company name, address, or tax information needs correction, send us the correct details along with the invoice number.
We will revise the invoice and send a new copy.

A2
We accept bank transfer and major payment methods appropriate for your region.
For new clients, we may request prepayment. For long-term partners, other terms can be discussed.

A3
Yes. Just tell us your company name and the approximate order date or PO number.
We can resend digital invoices for your records.

DISTRIBUTOR & KEY ACCOUNT SUPPORT

Distributor & Corporate Client Support

We work closely with distributors and corporate clients. If you manage multiple projects or locations, we can help set up smoother processes and repeat ordering.

A1
Yes. We understand distributor needs: repeatable quality, clear communication, and reliable timelines.
We can provide:
White-label sample support
Clear net pricing and quote breakdowns
Fast virtual proofs and spec confirmation

A2
Yes. For long-term programs, we can:
Keep approved designs on file
Standardize materials and hardware
Plan production windows around your seasonal demand

REORDERS & ORDER HISTORY

Reorders & Order History

Reordering a design is usually faster than creating a new one. We keep your artwork and specs so you can repeat or adjust past projects easily.

A1
Send us:
The previous order number, or
Sample photos of the past product, or
Your company name and approximate order date
We will pull your file, confirm any updates, and send a new quote.

A2
Yes. You can keep the same structure and hardware, and change logo, color, or text.
We will send a new proof for these changes, then move to production after your approval.

CONTACT & SERVICE HOURS

How to Reach Customer Service

If you cannot find the answer you need on this page, contact our customer service team directly. We are here to support your project from first quote to final delivery. Suggested visible contact block (for the bottom of the page):
Email: info@ehuaglobal.com
Phone / WhatsApp: +1 847 264 0225 / 972 639 2857
WeChat: +8618259080027
Service hours: Monday–Friday, 9:00–18:00, local time