FAQ

• Who do I talk to and how fast do you respond?

• Your contact is Peter — WhatsApp and telephone +86 192 0017 7033, email sales@xhanco.com. Quotations within one business day; custom OEM feasibility within two. WhatsApp gets the fastest response for urgent matters.

• Can I visit the factory?

• Yes, and we encourage it. The facility is in Zengcheng District, Guangzhou. On-site audits, live video walk-throughs and third-party inspections are all welcome — arrange through the contact page.

• Which documents come with an export shipment?

• Commercial invoice, packing list and bill of lading as standard, plus certificate of origin and product-specific documents — qualification certificates, test reports, batch inspection records — per your market's requirements, confirmed before production.

• Is my custom design protected?

• Customer artwork and custom designs are used only for that customer's orders. Exclusivity terms for a market or product can be agreed in writing during quotation — raise it early and we will put it in the contract.

• Do you do ODM development from a requirement only?

• Yes. Describe the use scenario and the problem — requirement mapping is the first step of our process. We propose specification and material options, prototype through sampling, and close the loop with documented sample approval.

• Can you develop a product from a reference sample?

• Yes. Send the physical sample; we assess material and process, confirm feasibility and quote a matching specification. Where an exact match is not possible we state the difference before sampling — not after delivery.

• What can be customized?

• Specification (dimensions, thickness, grammage, capacity, structure, folding), material (paper, film, foil, PLA, degradable and food-contact grades), printing and branding, combination sets (cutlery packs, wipes, towels, labels), and packaging (inner packing, cartons, barcodes, pallets, export packaging).

• What happens if goods arrive defective?

• Verified quality claims are resolved by replacement or credit, with the procedure — evidence required, response time, resolution options — agreed in writing before your first order. Our after-sales service system is certified to GB/T 27922.

• Are your food-contact products traceable?

• Yes. Batch coding links shipped cartons to production records and material batches, and material declarations are filed per batch for food-contact and hygiene categories. Specification files and inspection records are retained per SKU.

• Can I appoint SGS, Intertek or my own inspector?

• Yes, at any stage — during production, pre-shipment or at loading. We schedule third-party inspections without obstruction and hold shipment until you release it.

• How is quality controlled during production?

• Four inspection points: incoming material check, in-process control through printing, converting and assembly, finished-goods inspection against the approved sample, and packing inspection covering carton counts, batch codes and shipping marks. X-ray inspection is available in-line where foreign-object control is specified.

• Which production licenses do you hold?

• Three core licenses: the national industrial product production license for food-use plastic packaging containers and tools (Cert No. (粤) XK16-204-12321, valid through December 2030), a printing operation license ((粤) 4401005521, valid through December 2030), and a disinfection-product hygiene license for wet wipes (valid through November 2029). We also hold a Class II medical device operation filing.