Frequently Asked Questions (FAQ)

General Questions

1. What is wholesale.hometals.com, and what kind of products do you offer?
   • wholesale.hometals.com is a platform specializing in candle jars designed for candles, catering to high-end brands, candle makers, and retailers. We primarily serve B2B customers. In addition to candle jars, we also offer a range of candle accessories and home décor items to enhance your products or spaces.
2. Who can place orders on your website? Is it only for businesses, or can individuals purchase too?
   • While our primary focus is on serving businesses with bulk orders, individuals are also welcome to purchase our products.
3. Do I need to create an account to place an order?
   • Yes, creating an account is required to place an order. This allows us to streamline the ordering process and ensure your details are stored securely for future purchases.
4. Are your products customizable for bulk orders?
   • Absolutely. We offer customization options for bulk orders, including custom designs, sizes, and finishes to meet your specific requirements.

Ordering and Payments

1. What is the minimum order quantity (MOQ) for wholesale purchases?
   • The minimum order quantity (MOQ) is 24 units per item.
2. What payment methods do you accept?
   • We accept multiple payment methods, including credit cards, debit cards, PayPal, cash, and bank transfers.
3. Are payment plans or credit options available for bulk orders?
   • Unfortunately, we do not offer payment plans or credit options at this time. Full payment is required to process orders.
4. Can I change or cancel my order after it’s been placed?
   • Yes, changes or cancellations are possible but must be made before the order has been shipped. Please contact our support team promptly to make adjustments.

Shipping and Delivery

1. What countries do you ship to?
   • We offer worldwide shipping. No matter where you are, we aim to deliver your order to your doorstep.
2. How long does it take to process and deliver orders?
   • Orders for in-stock products are processed and shipped within two working days. For made-to-order products, the processing time is typically 4-6 weeks.
3. Do you offer expedited shipping options?
   • Yes, we provide expedited shipping. Please contact us before placing your order to arrange this service.
4. Who handles shipping, and how can I track my order?
   • We collaborate with UPS and other reputable international logistics providers. Tracking information will be provided once your order has been dispatched.
5. Are there any shipping restrictions or limitations for certain products?
   • We ship to all locations accessible by our logistics partners. If there are any specific restrictions, they will be communicated at the time of order.

Returns and Refunds

1. What is your return policy for wholesale orders?
   • Please refer to our “Shipping and Returns” section for detailed information about our return policy.
2. How do I report a defective or damaged product?
   • To report damages, send images and a description of the issue to our customer service team via email. We will review your case and provide assistance promptly.
3. Will I get a full refund if I return an order?
   • Generally, we offer full refunds, subject to our terms and conditions. Please refer to the “Shipping and Returns” section for specific refund policies.

Customization and Bulk Orders

1. Do you offer product customization? If yes, what are the options?
   • Yes, we specialize in customizations. Options include creating entirely new product designs or adding brand logos and engravings. Contact us to discuss your specific needs.
2. Can I request samples before placing a large order?
   • Yes, sample requests are welcome. Please send your request via email, and we will arrange for a sample to be sent to you.
3. How can I request a quote for bulk orders?
   • To request a quote, email us with your requirements, and we’ll provide a formal quotation promptly.

Account and Support

1. How do I register for a wholesale account?
   • Registration is easy. Simply visit our website and click on the “Create Account” button to get started.
2. What should I do if I forget my account password?
   • If you forget your password, click on the “Forgot Password” link on the login page to reset it.
3. How can I contact customer support for assistance?
   • Our contact details, including email and phone number, are listed in the “Contact Us” section of our website. Feel free to reach out for assistance.

Policies and Guarantees

1. What is your policy on intellectual property for custom designs?
   • We operate under strict Non-Disclosure Contracts (NDCs), ensuring that both parties respect the confidentiality of designs and product development processes.
2. Are there any warranties on your products?
   • While we do not provide warranties due to the nature of our products, we are committed to resolving any issues you may encounter.
3. Do you guarantee product authenticity and quality?
   • Yes, we take quality control seriously. All products are rigorously inspected by our Portuguese team to ensure they meet the highest standards of authenticity and quality.