Wholemale FAQ
1. Is the website legal and is it safe to order from you?
Our website is legal, personal information provided on the website and online credit card transactions are transmitted through a secure server.
We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.
2. Where are you located? Do you have a physical store?
We are located in No.253, XingYeDaDaoDong 2 Dong 301 and 404, GuangZhou, GuangDong, China, warmly welcome to visit. You can buy the clothes on our site: wholemale.com.
3. I want to do wholesale, do I need any qualifications or information?
You don’t need any qualifications. Our price is wholesale price. You can register an account on our website directly.
4. How to place an order?
Firstly, add the items to your shopping cart, then edit the shopping cart, finally check out：Enter the correct address information, select the payment method and shipping method, submit and pay for the order.
5. Do you accept credit card payments?
Yes, we accept credit card as payment method. We have some payment methods as well: PayPal, Credit Card, Western Union and Bank Transfer.
6. Is there any discount?
The first order could get 6% OFF. Cart Subtotal over 500usd-5% OFF; Cart Subtotal over 1000usd-8% OFF.
7. Do you provide label and tag service? Can we print our logo on the clothes?
Yes, we provide customized service, such as label, tag, products, etc. For more details, please check: https://www.wholemale.com/blog/wholemale-private-custom-service.html
8. Can I get the sample before I purchase in bulk?
Generally we don’t provide free samples. You could register an account on our website and order the samples to check the quality and fabric.
9. Do the item true to size?
Generally our clothes size will be smaller than the US size. Each of our product pages has a corresponding size chart measurement, you can refer to it.
10. What’s the shipping cost?
The shipping fee depends on the goods weight or volume and address. The system will automatically calculate the shipping fee, when you go to the checkout page, you could see the shipping fee.
11. Do you have any discounts for shipping?
There is no free shipping or discount for shipping. This is international express, not local express, so will be more expensive than normal express.
12. Do I need to pay extra fees after submitting the order?
Normally we don't charge the tax for the customer. The tax depends on your country policy, different countries will have different policies.
We will try to avoid the issue of tariffs, but please be subject to the actual situation. If the local customs need you to pay, then you need to assist them and pay the tax.
If you have any requests for the commercial invoice value, you can contact the customer service after submitting the order.
13. How can I deal with my package if I do not want it because of the customs taxes?
Normally, our customers would not be charged tariffs. However, because of potentially strict customs inspection, it happens sometimes. We have no control over these charges and we can't tell you what the cost would be, as customs policies and import instruments vary. As per our policy, customers need to afford the tariffs, so please contact the local customs office to get your parcel first. If you do not, there is a high possibility that your parcel be destroyed but not returned.
14. How long is the delivery?
Your estimated delivery date including processing time (2-7 working days) and shipping time (3-5 working days or 5-8 working days).
Different expresses will have different shipping time, when you check out, you can choose the right transportation method.
15. Why my order takes so long to be shipped?
To make sure you can have a good shopping experience, we will inspect the goods quality one by one carefully before we ship your order.
16. Can I change/modify/cancel my order?
Once we receive your order, the system will automatically assign your order to the relevant staff for cargo collection, quality inspection, assembly and other work. Please forgive us for not allowing you to change and cancel the order at will.
In order to avoid the order mess, we suggest that our customers check their order information carefully before paying, especially the items details and shipping address.
17. Do you restock sold out items?
If an item is marked as "out of stock", we suggest you check with our customer service, we will let you know if this item will be restocked.
18. Can I use my shipping account to pick up the packages?
Yes, if you want to use your account to pick up your packages, please contact our customer service in the first time.
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19. Do you have actual pictures?
Most of the items on our website have actual pictures. If there isn’t, please contact our customer service to check.
20. Can I use the pictures and videos on the website?
After you place the order on our website, you could download the pictures as needed. But for the videos, they have watermark.
21. Can the order be shipped to PO.BOX?
Generally we could ship out the package to the door. But the express don’t ship the package to PO.BOX because PO.BOX is only for post office, the FedEx, DHL and UPS couldn’t see the address.
22. Do the clothes have any brand logo?
Normally our clothes only have size tag and washing label, don’t have other brand logos.
23. Do you offer drop shipping?
We provide the drop-shipping service to our customer.
More detail of drop shipping : https://www.wholemale.com/blog/how-to-place-a-drop-ship-order.html.
24. Why my payment was charged from my account, but I didn't see my order number?
You can check if you have registered your account with correct email on our website and if login to the account when you place the order.
If already logged, you can review your order information on your account directly.
25. How can I track my order?
(1) Track packages on official website of the courier company
(2) Please log into your account, click on "My Orders" and click on the "Track Order Details" button for more details as the following example picture shows. It may take 3-5 days to see any activity once it has shipped out from our end as the next facility need time to scan parcels.
Please allow some time for the courier to update the latest tracking information after reaching the next station.
26. Why does it shows my package has been delivered but it hasn’t?
Packages might be delivered to your mail box, around the house, or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. Or you can check with the shipping company with your tracking number in the first time.
Tracking number can be found by click "my account" under “My Orders” If you still cannot find your package, please contact our Customer Service in the first time.
27. Why was my package returned or destroyed?
There are multiple possible reasons:
1) Wrong or incomplete address
2) Invalid phone number
3) Unable to deliver
Please go to "Track Order Details" under "My Orders" to find the tracking number first and contact the shipping company for more information. You may also contact our Customer Service for further help.
28. What if I received a wrong/defective/stained item?
We are willing to sort out any issues with wrong/defective/stained items straightaway. As soon as you discover a wrong/defective/stained item, please contact our Customer Service with:
1) The order number
2) The item's SKU number
3) A description of the problems and some clear pictures we'll get back to you as soon as we can.
29. What to do if the package is damaged?
If you receive a damaged package, please take a picture of the package in the first time, please note to show the shipping label and damaged place. Then check if there are any items missing. Finally contact the local express to feedback this issue and contact our customer service as well.
30. What’s the return policy?
Quality issue: (Such as clothes rip, stains, holes, etc.) & we sent the wrong goods: Please contact us within 30 days of receiving the goods and provide pictures or pictures of the physical products, after we confirm, we would give you a refund directly without returning back to us.
Non-quality issue: Do not like styles, fabric, inappropriate sizes, color, the customer first need to return, when we receive the goods, only return money for items, non-return shipping.(customer need to assume the shipping)
We're bummed if you're not 100% satisfied with the items you received, and we gladly accept returns within 30 days of receipt for most items in new condition.
Please contact our customer service first. We do not accept returned items that were sent back by you directly without checking with us first.
We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
Note: The original shipping fee and insurance are non-refundable.
Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
If you confirm the return, please pay attention to the followings:
1) Please contact Customer Service, indicating the item(s) you would like to return and the reason. We will get back to you ASAP. Your patience will be highly appreciated.
2) After receiving return instructions from us, please package up the item(s) to be returned with the original packing.
3) Fill in the declared value according to our requirements and ship the goods by local postal
4) Most returns are processed within 5 business days after we receive your package. Once your refund has been issued, you will receive a confirmation email.
Please contact customer service if you have any concerns:
Ellie: +86 18028546210 service@wholemale.com
Rebecca: +86 18102576210
Tito: +86 18102576996
Manager--Ann: +86 15102000458