Please go through the following FAQ for common questions and answers. You can also contact Customer Service directly if you have any other specific questions.
FAQ:
Introduction
 What is DirectPorter?
What product range does DirectPorter carry?
Looking for specific products but can't find them on our webstore?
What is DirectPorter?
How do I purchase on DirectPorter?
Do you have available inventory of all listed items on your website?
How do I find out if your products comply with my country's import requirements?
How do I find out the status of my order?
How can I cancel my order?
Does DirectPorter have a minimum or maximum order quantity?
Do you allow for item customization?
Do you sell samples for evaluation purposes?
Payment & Shipping
What credit card modes do you accept?
Do you accept payment methods other than credit card and Paypal?
Why have I been asked to provide identity proof or requested to pay using Telegraphic Transfer (TT) even though I have
 already paid by credit card or Paypal?
How much does shipping cost?
Do you ship to P.O. Box Addresses?
How much does shipping insurance cost and how can I purchase it for my order?
Which courier company do you use?
When will the goods be delivered?
Which countries do you ship to?
Does the shipping cost include local tax, import duties, and customs clearance cost?
Others
Do I need to be a registered member to buy from your website?
How do I register on your website?
Can you send me my lost password?
What product warranty does DirectPorter offer?
What are your & Conditions (e.g., concerning shipment, payment, returns, etc)?
What is DirectPorter?
DirectPorter lets small to medium size buyers buy wholesale items at low factory-direct prices. Our expert team locates the best suitable products at the lowest possible prices and we offer these products directly and exclusively to our wholesale club members.
Customers get the preferred pricing usually available only to big importers. Plus customers can purchase at a volume that makes sense for their needs.
What product range does DirectPorter carry?
Our products range from home wares and consumer electronics, to general merchandise and fashion accessories. We allow for extremely small lot orders of all our products, allowing for maximum flexibility for our customers.
Looking for specific products but can't find them on our webstore?
We take customer's feedback seriously. Tell us what products you are interested in but can't find on our website and we will feedback your suggestions to our merchandising team to source for the products. Please email your sourcing request to Customer Service
How do I purchase on DirectPorter?
You can either order directly through our online store or you can purchase through fax orders. To order by fax, please download our fax order form and fill up accordingly, and fax the completed order form back to us.
Steps for Ordering
- Browse through the categories or subcategories to find the product you are interested in.
- Choose the quantity you want to purchase and click “Add to Cart”
- If you wish to add more items, continue shopping and adding to cart
- When you are done, click on “View Cart” to review your order before checking out
Steps for Checking Out
- You can click “Check Out” on the top of the page or “Check Out” in the shopping cart
- If you are a return customer, you will need to login in first
- If you are a new customer, you will have to register with us in order to continue
- Enter the billing and shipping address
- Choose the appropriate shipping and payment methods you want
- You can review the order summary on the submit page and edit as many times as you want before confirming the order
Do you have available inventory of all listed items on your website?
All products displayed on DirectPorter are available for immediate purchase. In some cases, however, inventory may be limited. If you do not see a previously-listed item in our store, please email Customer Service to find out when the item will become available or to place an advance order with us.
How do I find out if your products comply with my country's import requirements?
It is the buyer's responsibility to understand the import requirements and restrictions in his/her own country before committing to an order. DirectPorter cannot be responsible for items held by the recipient's Customs for whatever reason. Our Customer Services team is happy to answer any questions you may have regarding a product's specifications or certifications to help you decide whether the item is suitable for import into your country or not.
How do I find out the status of my order?
An order confirmation email will be sent to you when you submit your order. A shipment confirmation email will be sent out with tracking information when the order is shipped.
How can I cancel my order?
If your order has not been processed, we can cancel your order and give you a full refund. Please contact Customer Service with your request. If your order has already been released to our fulfillment centers for processing, we regret that we cannot accept the cancellation.
Does DirectPorter have a minimum or maximum order quantity?
The minimum order quantity is 1 shipment carton per order, and the minimum order quantity for each item is typically just a single to a few pieces per item (varies across items) and is listed clearly in each item’s description. We have no maximum order quantity.
Do you allow for item customization?
If you are interested to put your own brand on any of the items you are looking to purchase, please contact us at Customer Service and indicate the item code and quantity required for a quotation. Please note there will be a minimum charge of USD100 for each different item that requires personalization. Customization can include engraving / silkscreening directly on the products, or printing on the packaging.
Do you sell samples for evaluation purposes?
The minimum order quantity for each item is listed in each item’s description. If you would like additional information on selected products to help with evaluation, please submit a product enquiry request form located on each item page, or email Customer Service directly at customerservice@directporter.com
What credit card modes do you accept?
    
We accept most major credit cards in our online store, including Visa, Mastercard, American Express*, Discover* and Paypal* at DirectPorter.com.
*To pay using American Express or Discover, please choose PayPal as your payment method during checkout. After you complete checkout, the button to place your order will say "Pay with PayPal". Once you click this it will take you to a PayPal screen which will allow you to either:
a) Pay using your existing PayPal account; or
b) Simply pay using your American Express, We Discover, Visa or Mastercard (without registering for PayPal)
Once you complete the instructions on PayPal, you will be taken back to DirectPorter. Your order will now show as being paid via PayPal, and will be processed by our team.
Do you accept payment methods other than credit card and Paypal?
We also accept payment via telegraphic transfer (T/T). Please contact Customer Service for more information.
Why have I been asked to provide identity proof or requested to pay using Telegraphic Transfer (TT) even though I have already paid by credit card or Paypal?
In order to minimize losses due to internet payment fraud, we review each credit card and Paypal order carefully before processing the order. If we are not able to ascertain the validity of the payment, we may ask the customer to either provide more supporting information, such as a credit card payment authorization letter, IDs, shipping address proof, etc. or to pay using TT. We do understand that this might be an inconvenience, but as internet payment fraud becomes more prevalent, this is a way for us to keep our costs down so that we can continue to offer everyday low prices to our customers. Your patience while we go through this process is greatly appreciated.
How much does shipping cost?
We understand that excessive freight cost is a major obstacle in running a successful store. To help, we will now guarantee shipping costs of 15% on orders over US$249. For orders below US$249, a flat shipping charge of US$37.50 will be levied.
Do you ship to P.O. Box Addresses?
No. Our shipping carrier does not ship to P.O. Box addresses.
Which courier company do you use?
We use major international logistics companies (DHL, Fedex, UPS etc) as our shipping partners.
When will the goods be delivered?
The goods will be shipped typically 3 to 7 business days after the payment has cleared. It will take another 3 to 5 business days for delivery via international express courier. This means a total door-to-door delivery timing of 1 to 2 weeks, barring any unexpected delays by courier or customs.
A Shipping Confirmation e-mail will be sent to you advising your shipment tracking number once your shipment has been dispatched. There are some rare instances where shipments will be held at Customs and this may prolong the delivery time. Please note that this is beyond our control.
Which countries do you ship to?
We ship to most countries. If for whatever reason we cannot ship to your location, our Customer Service representative will contact you.
Does the shipping cost include local tax, import duties, and customs clearance cost?
We ship internationally and orders are delivered from our multiple global fulfillment centers based on stock availability. Please note that the shipping cost does not cover any local taxes, import duties, or customs clearance costs levied by your government. The buyer is responsible for these import-related costs. Please check with your local customs office for more information.
Do I need to be a registered member to buy from your website?
You do not need to register your information on our site until you decide to buy from us.
How do I register on your website?
From our website, click on the “Register” link on the top of the page. Follow the instructions on the registration page to register.
Can you send me my lost password?
For security reasons, the password is encrypted. Therefore, we are unable to disclose this information. Please click on the “Forgot Your Password?” link on the bottom of the page to request for a new password.
What product warranty does DirectPorter offer?
Customers may return products to us within 30 days from date of shipment if products are defective. Please contact Customer Service with details of the problem and to get a Returned Authorization Number (RMA) before returning the items back to us.
What are your Terms & Conditions (e.g., concerning shipment, payment, returns, etc)?
Please visit our Terms and Conditions for more details
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