FREQUENTLY ASKED QUESTIONS

Yes. JTY can coordinate multi-category project orders, including product sourcing, order follow-up, production-status tracking, quality coordination, packing, consolidation and shipment preparation. The exact scope of support depends on your project requirements and will be confirmed in the quotation and sales contract.

To prepare an accurate quotation, please provide the product specifications, quantities, drawings or reference images, required colours and finishes, delivery destination, preferred Incoterm, target delivery schedule and any project-specific packing or labelling requirements.

For a project involving multiple buildings or unit types, it is also helpful to provide the information in a room-by-room, building-by-building or category-by-category schedule.

Yes. Where the order information is provided in a clear project schedule, we can organise products by project, building, block, unit type, floor, room or material category, subject to the agreed packing plan.

Any changes to specifications, quantities, colours, finishes or delivery requirements should be confirmed in writing before production or packing. Changes received after production has started may affect the price, lead time and available remedies.

The applicable cut-off date for changes will be confirmed in your quotation, purchase order or sales contract.

The lead time depends on product category, order volume, customisation, manufacturer capacity, inspection requirements and shipping schedule. The estimated lead time for your order will be stated as approximately 45–60 working days from receipt of confirmed deposit and final specifications, subject to final confirmation by the relevant manufacturers.

JTY provides coordinated project-cargo organisation, including:

• Grouping goods by product category.
• Sorting goods by project, order, building, block or unit type.
• Marking cartons by building block or unit type.
• Preparing custom outer-carton project labels.
• Cross-checking quantities before loading.
• Providing full container-loading photos.
• Recording container and seal numbers.
• Recording verified gross weight and volume.
• Preparing the packing list and commercial invoice.

The exact packing and consolidation scope will be confirmed according to the order structure and agreed service requirements.

Yes. Project-specific outer-carton labels can include the project name, building or block, unit type, material category, carton number, quantity and country-of-origin information.

Additional information, such as floor number, room name, purchase-order number or installation sequence, can be included where agreed in advance.

Please provide the final project labelling format, including the project name, building or block references, unit types, product categories, carton numbering method and any required language or barcode information.

The final label format should be approved by the buyer before printing and applying the labels.

Yes, subject to product readiness, packaging compatibility, shipment schedule, available space and any applicable export or handling requirements. Goods that are not ready by the agreed loading date may need to be shipped separately or handled according to the applicable contract terms.

JTY cross-checks the goods against the approved order information, packing records and supplier-provided quantities. Where applicable, carton quantities, product descriptions, carton marks, gross weight and dimensions are reviewed before loading.

This process is a shipment-level verification and does not replace a product-quality inspection unless a separate inspection service has been agreed.

Yes. For each applicable shipment, we provide container-loading photos, the container number, the seal number, gross weight and volume records. These records will normally be shared within 48 hours after loading, subject to document completion and the agreed communication process.

Product, carton and packing photos may be provided when included in the agreed service scope. The number, format and timing of photos will depend on the order and can be confirmed before production or packing begins.

Fragile, oversized or special-handling goods may require reinforced cartons, wooden cases, pallets, corner protection, moisture protection or other suitable packing methods. Any additional packing requirements and related costs will be confirmed before implementation.

Our standard document package includes the Commercial Invoice, Packing List and Bill of Lading, where applicable.

Subject to the agreed service scope and the requirements of the destination country, we may also provide or coordinate the Certificate of Origin, export-declaration information, container-loading records, product and packaging details, insurance documents and third-party inspection documents.

Documents are prepared according to the shipment schedule, carrier requirements and the availability of final cargo information. The expected document-release timing is approximately 2–3 working days after receipt of full balance payment, subject to final document completion.

We can review the document requirements communicated by the buyer, freight forwarder or destination-side customs agent and confirm which documents can be provided or arranged.

The buyer remains responsible for confirming the latest import, customs, product-compliance and local regulatory requirements in the destination country unless otherwise stated in the sales contract.

A Certificate of Origin may be available subject to product origin, shipment details, issuing-authority requirements and the agreed service scope. Please confirm whether your destination country or import agent requires an ordinary or preferential Certificate of Origin.

Responsibilities for freight, export clearance, import clearance, duties, taxes, destination-port inland delivery and unloading are governed by the agreed Incoterm and the signed sales contract. The quotation should therefore be reviewed together with the named place or port, the applicable Incoterms® version and any additional service exclusions.

Yes, FOB China Port is available where the shipment is suitable for sea or inland-waterway transport and the required vessel and loading-point information are provided in time.

Under FOB, the seller generally completes export formalities and delivers the goods when they are loaded on board the buyer-nominated vessel at the named port of shipment. The buyer generally arranges the main carriage and handles import clearance, import duties, local taxes and destination-side delivery, subject to the signed contract and named port details.

Important note: FOB does not automatically include destination-port customs clearance, import duties, local taxes or final inland delivery. Please confirm the exact cost allocation with your quotation and sales contract.

Other Incoterms may be available depending on the destination, transport method, cargo characteristics and logistics arrangement. Available options can be discussed when the quotation is prepared. Our agreed term is FOB, with the named port stated as Xiamen or Shantou.

Cargo insurance may be arranged when included in the agreed service scope. Please confirm the required coverage, insured value, deductible, beneficiary and claim procedure before shipment.

If insurance is not included, the responsibility for arranging insurance will follow the agreed Incoterm and sales contract.

Please inspect the shipment as soon as possible after delivery. Check the number of cartons, carton marks, visible external damage, product appearance, model, specifications and accessories before signing the delivery receipt or beginning installation.

Where damage or shortage is visible, please record it on the delivery document and take clear photos before moving or opening the affected cartons.

Fragile items should be inspected immediately upon receipt. Visible transit damage should be reported without delay, together with photographs of the packaging, carton marks, damaged products and delivery condition.

Please photograph the unopened carton, shipping marks, damaged areas and surrounding packaging. If possible, note the damage on the delivery receipt before signing and notify JTY or the designated contact person promptly.

The claim must also comply with the notice period and supporting-document requirements in your sales contract.

Yes. Before installation, please verify the product appearance, model, colour, finish, dimensions, specifications, quantity and accessories against the approved order information.

Please do not install products with visible damage, incorrect specifications or suspected defects before contacting JTY for confirmation.

Losses, reinstallation costs or other consequences arising from installation without prior inspection or confirmation will be handled according to the signed sales contract. This may affect the remedies available for visible defects, incorrect products or installation-related claims.

Installation responsibility depends on the agreed service scope. Unless installation services are expressly included in the sales contract, the buyer or its appointed contractor is responsible for installation and site conditions. Installation should follow the product instructions and any applicable local requirements.

Quantity-related issues must be submitted within the time window defined in your sales contract. Delayed reporting may limit the remedies available. Please include the order number, carton number, product description, expected quantity, received quantity and supporting photographs.

Please provide:

• Order or contract number.
• Product name, model and specification.
• Carton number and shipping mark.
• Quantity ordered and quantity received.
• Clear photos and, where relevant, videos.
• Photos of the outer packaging and labels.
• A description of the issue and the requested resolution.
• The date of delivery and date the issue was discovered.

Our general after-sales workflow is as follows:

• The customer provides the order number, carton numbers, photos and a complete description of the problem.
• JTY cross-checks the information against packing and shipment records.
• We assess the issue and confirm responsibility with the relevant manufacturer or logistics party.
• We discuss feasible remedies with the customer.
• The agreed remedy may include spare-part supply, replacement, partial refund or another contract-aligned resolution.
• The case is recorded for quality improvement and future order management.

The final resolution depends on the cause of the issue, the available evidence, the product category and the signed sales-contract terms.

The exact warranty duration differs by product category and is specified in the individual order contract. For this order, the applicable warranty period is 36 calendar months, beginning on the date of delivery to the project site.

Warranty coverage is determined by the product warranty terms and sales contract. It may cover manufacturing defects reported within the applicable warranty period, subject to the required evidence and proper storage, handling and installation.

The warranty does not automatically cover damage caused by improper installation, misuse, unauthorised modification, unsuitable storage, normal wear and tear or site conditions outside the product requirements.

Spare parts may be available depending on the product category, manufacturer and production status. Please provide the product model, order number, required part, quantity and supporting photos so that we can check availability. Any spare-part charges, shipping costs and lead time will be confirmed before dispatch.

Responsibility for replacement, reshipment and related costs depends on the cause of the issue and the terms of the sales contract. After reviewing the evidence, JTY will confirm the proposed solution and applicable cost allocation.

A partial refund or other commercial remedy may be considered where replacement is impractical or where it is consistent with the contract and the circumstances of the case. Any refund arrangement must be confirmed in writing.

The processing time depends on the completeness of the information, the complexity of the issue, manufacturer feedback and the availability of replacement parts. We aim to provide an initial assessment within approximately 5–7 business days after receiving complete claim information.

Warranty or claim eligibility may be affected when products have been installed, modified, repaired or discarded before inspection; when the required notice period has expired; when supporting evidence is incomplete; or when the issue results from improper handling, storage, installation or use. The applicable decision will be made according to the signed sales contract and the relevant product terms.

Products should be stored in a dry, secure and suitable environment, protected from moisture, impact, extreme temperatures and contamination. They should remain in their original packaging where practical and should not be stacked beyond the manufacturer’s recommended limit. Storage requirements may differ by product category, so please follow the product instructions provided with the shipment.