FAQ
Questions Buyers Ask, Answered Plainly.
If something here is not clear enough, ask us — we would rather answer twice than have you guess.
Ordering and samples
What is your minimum order quantity?
Coffee wood dog chews start at 50 pcs. Other lines vary and we will give you the number rather than making you ask twice. Custom-printed packaging carries its own higher minimum, set by the printer rather than by us.
Can we get samples before ordering?
Yes, for qualified business projects. Tell us your market and channel and we will suggest what is worth sampling rather than sending a generic box.
Are samples free?
The samples themselves are, for genuine business enquiries. Shipping terms apply and we will quote them before anything is sent — express courier to most destinations is the usual route for a small sample box.
How long does an order take?
Samples typically ship within one to two weeks. Production depends on quantity and packaging, then add ocean transit of three to six weeks depending on destination. Plan on two to three months for a first order done properly.
What payment terms do you work with?
Terms depend on order size and whether we have worked together before. We will state them with the quotation rather than leaving them to the end of the conversation.
Can we mix products and sizes in one order?
Yes, and for a first order we usually recommend it. The MOQ applies to the order rather than to each individual size, and a mixed order tells you far more about your market.
Products and materials
What are the products made of?
Coffee wood, coconut husk fiber, hemp fiber and natural loofah. Each product is a single material with nothing added — no coating, dye, binder or fragrance.
What sizes are available?
Coffee wood chews run XS to XXL by dog weight, from under 5 kg to over 40 kg. Fiber products come in several ball diameters and rope lengths. The full chart is on the coffee wood product page.
Is anything applied to the products?
No coating, oil, dye or preservative. Processing is mechanical — cutting, drying, sanding — plus fumigation of the shipment itself where the destination country requires it.
How should stock be stored?
Dry and ventilated. These are natural materials, so a damp warehouse will cause problems that a dry one will not. This matters more than any date on a label.
Will every piece look the same?
No, and this is worth putting in your listing copy. Colour, grain and exact dimensions vary between pieces because they vary between trees. What we control is dimension within the size band, moisture, surface finish and count.
Branding and packaging
Can we sell these under our own brand?
Yes. Laser engraving on coffee wood, and print on hang tags, labels, sleeves and boxes. Note that private label does not mean exclusivity on a catalogue product — that is a separate conversation and we will be straight about it.
How does the laser logo work?
Your logo is burned into the wood surface rather than printed on it, so there is no ink or coating involved. Send vector artwork; simple high-contrast marks read best at product scale.
Why is the packaging minimum higher than the product minimum?
Because printers set it. A print run costs about the same to set up for 500 boxes as for 5,000. For small first orders we suggest a stock box with a printed label, which avoids the problem entirely.
What artwork do you need from us?
Vector files for logos — AI, EPS, SVG or PDF with outlined type. If you do not have print-ready packaging artwork, our team can lay it out from your logo and brand colours.
Can we have exclusive rights to a product?
For a genuinely custom design that you brought us, yes, and we will put it in writing. For an existing catalogue item, no.
Documents and shipping
Which export documents do you provide?
Commercial invoice, packing list, certificate of origin (Form B, Form VJ, EUR.1 and others by destination), phytosanitary certificate, fumigation certificate where required, and a forest-product declaration. Tell us the destination and we will confirm the exact set.
Which Incoterms do you work with?
EXW, FOB, CIF, CFR, DAP and DDP. FOB is the most common for a first order. If you are new to importing, be aware that DDP looks simplest but hides the cost breakdown from you.
How do you ship?
Ocean FCL and LCL, air, and express for samples and small orders, through relationships with 100+ forwarders. We will quote two or three routes so you can see the trade-off rather than being handed one number.
Can you ship direct to Amazon FBA?
Yes. Whether that is cheaper than routing via your own warehouse depends on volume and inventory timing, and we will show you both.
Who is responsible for import compliance?
We prepare the documents the destination requires and we recheck requirements before each shipment. But the importer of record is legally responsible at the border, so you should have your own customs broker verify current rules too. Two sets of eyes on this prevents almost every port hold.
Questions Buyers Ask, Answered Plainly.
If something here is not clear enough, ask us — we would rather answer twice than have you guess.
