Frequently Asked Questions
Direct answers on MOQ, lead times, certifications, customization, and payment terms — grouped by topic so you can find what you need quickly. If your question is not here, ask us directly.
Ordering & MOQ
Q: What is the minimum order quantity?
MOQ depends on the model and whether tooling is involved. Standard LED face masks start at 500 pcs and standard handheld devices at 300 pcs, both including your logo and packaging. LED eye masks and neck masks start at 1,000 pcs. Fully custom OEM designs with new tooling start at 3,000 pcs. Mixed-model orders can be combined to reach the threshold.
Q: Can I mix models in one order?
Yes. Different models can be combined to meet the MOQ, and they can be packed in mixed cartons if you prefer. Mixed orders do not add lead time as long as all artwork is approved at the same time.
Q: What are your payment terms?
Standard terms are 30% deposit with the balance before shipment, by T/T. We also accept trade assurance and letter of credit for larger orders. Repeat clients can discuss extended terms once an order history is established.
Q: Do you offer exclusivity in my market?
For ODM models we can offer category exclusivity by market on request, subject to an annual volume commitment. For OEM projects the design and tooling are already exclusive to you, so no additional arrangement is needed.
Sampling & Lead Time
Q: How long does sampling take?
A stock sample ships in 3-5 days. A customized sample with your logo, colourway, and packaging takes 7-15 days. Sample cost is refundable against your first mass-production order.
Q: How long is production?
Standard production runs 25-35 days after deposit and artwork approval. Peak season — typically August to November ahead of year-end retail — can add 5-10 days. We confirm the schedule in writing before you pay a deposit.
Q: How long does a full OEM project take?
Mold development runs 45-60 days. First-article samples follow within 7-15 days after tooling, and mass production takes a further 25-35 days after sample approval. In total, plan for 70-90 days from tooling deposit to shipped goods.
Q: Can you rush an order?
Sometimes, depending on current line capacity and the model. Tell us your deadline and we will confirm honestly whether it is achievable. We would rather decline a rushed date than accept it and miss it.
Customization
Q: Can I put my own logo on the product?
Yes. We support silkscreen printing, pad printing, and laser etching on the housing. On custom molds we can emboss your logo directly into the shell. Artwork proofing takes 2-3 days and a physical sample is produced before mass production.
Q: Can you match a specific Pantone colour?
Yes. We match to Pantone and provide a physical colour proof for approval. For brand-critical colours we recommend approving a sprayed or printed sample rather than a digital proof, because screen rendering differs from real ink or coating.
Q: Can you build a companion mobile app?
We integrate Bluetooth control into the device and supply the firmware and connection protocol. App development itself is handled by your team or referred to our partner studio. We can supply a reference app for your developers to work from.
Q: Can you print manuals in my language?
Yes. We handle multilingual manuals, retail packaging copy, regulatory labelling, and warranty cards to the requirements of your market. Send us the text and we take care of layout and print production.
Certifications & Compliance
Q: What certifications do your products carry?
Our facility holds ISO 9001:2015 and ISO 13485:2016. Device documents are issued per model: CE-EMC and CE-RoHS for the LED mask range, FCC Part 15B and IEC 62471 for RB-008, RB-030 and RB-081, and PSE for DYM-063. LED masks are FDA-listed under a 510(k)-exempt product code. Lithium battery products include MSDS and UN38.3 reports. LED products include a third-party wavelength test report.
Q: Can certificates be issued in my company name?
Facility certifications such as ISO 9001 remain in our name. For product declarations we provide the technical file so your EU responsible person or US agent can file in your name, which several markets require. Where new testing is needed we quote the laboratory fee at cost.
Q: Do you supply wavelength test reports for LED products?
Yes. Every LED model ships with a third-party optical test report confirming actual output wavelength and irradiance. This matters because low-cost masks commonly deviate by 20nm or more from their stated specification, and buyers are increasingly checking.
Q: Are your products safe for the EU and US markets?
Yes, with the correct documentation in place. For the EU this means CE, RoHS, and an EU responsible person. For the US it means FCC for electronics and FDA registration where claims apply. We confirm the specific requirements for your market before you commit to an order.
Shipping & Logistics
Q: Which shipping methods do you use?
Air freight for urgent orders, sea freight for volume, and express courier for samples. We quote all available options with transit times and cost so you can weigh speed against budget. Batteries restrict some air routes, which we flag before booking.
Q: Can you ship directly to my customers?
Yes. We support drop shipping and split-carton dispatch to multiple destinations. Because we hold finished goods and handle pick and pack, we can ship individual orders on your behalf. See our inventory management service for details.
Q: Do you handle customs documentation?
Yes. We prepare commercial invoice, packing list, certificate of origin, and the compliance documents required for your market. If your country requires specific labelling or an importer of record, tell us in advance and we will confirm what you need.
Q: Can I use my own freight forwarder?
Yes. We deliver to your nominated forwarder's warehouse on request, or arrange shipping ourselves if you prefer. Either way we provide the full document set and loading photos.
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