How do you determine the partners that you choose to work with?

There is no hard and fast rule on this. All potential partners are welcome to write in to express their interest and we will assess each individual fairly. However, our basic requirement is that our partners should show a keen interest in our products and have the same beliefs in our values (read About Us).

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How many partners do you establish in the same area/city/county?

There are several factors we consider before deciding how many partners we would establish in the same area/city/county. Some of these factors include the population of that area, the percentage of working adults in the area, frequency of celebrative events occurring, the consumers’ spending power, etc.

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Order Tracking & Updates

How do I make changes or cancel my order?

You may make revisions of your existing orders (for example Qty revision, change of delivery date etc) up to 3 working days before the delivery date. Please note that for customized products, once the Order Process has commenced, any amendment in the orders may not be entertained. If they are, it will be subjected to some administration charges.  This is because the products have already been assembled/packed ready to be shipped out.

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Can i cancel my order?

You may cancel your order so long as the Order Process has not commenced. Once the order process has commenced, any cancellation of order will result in cancellation charges.

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Privacy and Security Policy

Are online transactions on your site secure?

All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet. In addition, our site is tested and certified daily to pass the HACKER SAFE Security Scan. Research indicates that sites remotely scanned for known vulnerabilities on a daily basis, such as those earning HACKER SAFE certification, prevent over 99% of hacker crime.

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Will you abuse my contact information?

Do rest assured that we have your contact details so as to better our communication and inform you of any latest news, product updates, discounts etc. We will never rent or sell your information to anyone.

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Shipping

Do you provide free shipping (air freight/courier charges)?

At Yovell, we strive to give only the lowest wholesale product price to our partners. Hence, we are unable to absorb the shipping charges. However, you might be pleased to know that we have worked out good corporate discounts with both Fedex and DHL so that our partners can enjoy the benefits of lower freight charges.

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How do I calculate the air freight/courier charges?

Please refer to our monthly updated Air Freight Rate Chart on our website for our latest freight charges. These courier companies measure both the actual weight and volumetric weight density (in round up of 0.5kg). It will then select the higher of the two, multiply by the air freight rates to give you the total freight charges.

Volumetric Weight Density Calculation: Length X Width X Height (in cm) / 6,000. Answer will be in kg.

You might like to note that the lowest possible air freight rates belong to parcels weighing from 20kg onwards.  Please do also note that there might be additional remote access charges (based on your zip code, we can advice you if there is any) applied. These charges usually occurs when parcels are delivered to extremely remote rural areas which are not easily accessible by these courier companies.

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How are my orders shipped out and how do I track them?

All orders are shipped out either using Fedex or DHL couriers. We believe that both of these courier companies have the necessary infrastructure to provide safe, efficient, and hassle-free air freight services. Their real-time online tracking facility means that you can log on to www.fedex.com or www.dhl.com and key in the tracking no given to you (in your invoice) and monitor your parcel whereabouts anytime and anywhere easily.

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Will the items on my order ship together or separately?

Under most circumstance, orders are shipped together unless certain situation arises such as shortage of stocks in one of our particular warehouse. As such, we might ship partially from one warehouse and the balance be shipped from another warehouse. However, we will communicate with you throuroughly before proceeding with it.

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What if my order is undeliverable?

If the freight carrier is unable to deliver your orders due to an incorrect address provided by you, the products will be returned to us. You might want to give us an alternatively address for us to resend the parcel to you. However, please do note that you will be responsible for reshipping fees charged by carrier.

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Can you drop ship our orders to out clients?

Yes, this can be arranged according to your requests. We can both ship out to your premise or directly drop ship to your clients. If you choose the drop ship option, we will only put your company contact details, If so your customers know only your name and your contact information. Because we drop ship, you also never need to pre-order or stock any inventory from Yovell! There are also no "drop ship" charges (Drop shipping is not an "extra" service- it's just the way we do business.) Please note, all fees charged by Yovell are in US dollars.

We use customized UPS "From" labels with YOUR company name
All of your customers' drop ship packages are shipped out with your name on the UPS return label. We use our return shipping address so we receive any customer returns, but the UPS label shows that the package is from your company name.

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Ordering

How do I place an order online?

First, in the home page of the website, you will find a region whereby you can log in using your given username and password. Once in, simply follow the on screen instructions to place your order. Once you have submitted the order, you will receive 1) An ORDER ACKNOWLEDGEMENT email. Please note that this is by no means a confirmed order, it is only an acknowledgment that we received your submitted order. 2) After we have checked our stocks availability & finally processed your orders, you will receive another email from us as an ORDER CONFIRMATION email.  We will attach our Proforma Invoice in the email and request for payment. Kindly make payment to us through PayPal. 3) Once we have received your payment, we will send you a final PAYMENT ACKNOWLEDGEMENT email with the Final Invoice and other information such as Shipping info with the courier name and tracking no details so that you could keep track of your goods. Please note that for Singapore Partners, a separate payment method has been arranged and the process stops after point no 2).

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What is the Order Processing lead time and also the Shipping lead time?

In the scenario that stocks are available, products can be prepared and packed, ready to be shipped out within 3 business days upon you receiving our confirmation order and payment. Please allow order processing lead time of 10 business days for any Customization requests. Please note that this is only the Order Processing lead time. This does not include the shipping lead time. Shipping lead time varies according to destination. As we are using Fedex and DHL as our carrier, you can either refer to the data given in the website or simply check out their website. For a good buffer, you might want to estimate shipping lead time within 7 business days

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What is the Delivery lead time?

Delivery lead time is actually the summation of: Order Processing lead time (within 3 business days) and Shipping lead Time (within 7 business days).

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What are the things to take note of during online ordering?

Kindly consider the delivery date (date at which the products arrived at your premise) carefully. Based on the delivery lead time calculation above, kindly allow sufficient time for us to prepare your products.

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Can I place orders by phone?

We accept phone orders under special circumstances only. For example, if you do not have any access to internet connection or last minute orders or when our On-web ordering system is down. Simply call us at (65) 6456 3890 or msn us at yovell or skype us at our skype ID: yovell  Our customer care executives are available Monday toFriday from 9AM to 6PM (UTC/GMT +8 hours) to answer all your queries.

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Do you accept last minute (lead time less than standard order processing & delivery) orders?

If there are such a situation arising and you need your products before the normal order processing and shipping lead time, please call our customer service executives at (65) 6456 3890 or msn us at yovell or skype us at our skype ID: yovell  Our customer care executives are available Monday toFriday from 9AM to 6PM (UTC/GMT +8 hours to answer all your queries. We will do our best to accommodate your needs and advice you from there.

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Do you have a minimum-order requirement?

No, there is no minimum order requirement.

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Do you offer samples?

Yes, we offer samples to our partners. Our partner can purchase them online at the unit price stated on our website. However, air freight charges, destination local taxes & custom duties apply. When you place your first order with Yovell, your sample cost for that product will be refunded.

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Can we partners impose any form of minimum order requirement to our customers?

We will not impose any form of rules on this aspect. It is up to the individual partner to decide what the best marketing strategy is for them. However it is not encouraged to impose a minimum order requirement of unsually high quantity since Yovell does not require any minimum order requirement from you.

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Pricing & Payments

What are my payment options?

Please note that products will only be shipped out once we have received the payment. Payment can be done using PayPal or Telegraphic Transfer. If you are paying by Telegraphic Transfer, please note that we will need to receive the actual invoiced amount and not a reduced amount due to any kind of bank charges.

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Do you impose any form of sales tax?

Apart from our Singapore based partners (whereby there will be GST charges), we do not impose any form of sales tax to all other partners.

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Does your product pricing cover destination local taxes and custom duties?

Every country has its own destination local taxes and custom duties and the value varies accordingly. Our products pricing do not cover these taxes. Partners are also discouraged from transferring these taxes incurred to their consumers. Instead, they should these into their cost and These has to be borne solely by our partners.

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Is there any recommended price to sell to the consumers?

Every country has its own unique market price and perceived value of the product. Yovell will work with every individual partner to decide what will be the most suitable selling price range.

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Do you practice Selling Price control with your partners?

One of the values of Yovell is to provide competitive pricing to the consumers. Therefore, in order to preserve the same level of consistency of market price in the eyes of the consumer, we will work with our partners to control the minimum and maximum selling price of each product to the consumers.

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Return Guarantee and Exchanges

What is your return and exchange policy?

Kindly inspect your products carefully upon receiving. We pride ourselves on providing good quality products and we sincerely hope you will be satisfied with our products. If for some reason, you are not satisfied with your products received and would like to return or exchange the products, kindly write in to us for a Return Authorization Number within 7 business days. After you have received the number, kindly pack the products back into the box safely and in the original packaging condition and are appropriately secured within the shipping box before sending it back to us. We cannot accept items for return or exchange that are not in resalable condition.
We do not refund any shipping charges occurred due to product returns or exchange to us. Also, no credit is given for lost return packages and non-returnable items returned to us will not be shipped back to the sender nor credited to their account. Please use a carrier that has some kind of traceable shipping procedure as we will not responsible for damaged or lost return packages.

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How long before I receive my refund?

After we receive your package and inspect the items and if everything is in order, we will send you an email with your credit note informing you the total amount due to you. Credited amount will be banked in to your bank within 5 business days. This does not include banking transaction time as different banks have different transaction times. Also, we do not cover any charges imposed to you by your bank side.

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Can I return personalized items?

As these items can no longer be resold, all personalized favors and gifts are non-returnable and non-refundable.

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Can I return edible items?

As these items can also no longer be resold, all personalized favors and gifts are non-returnable and non-refundable.

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What if I received my order, but some items are missing?

Please inspect all products carefully when you receive your orders. If there are any missing products, simply call us at (65) 6456 3890 or msn us at yovell or skype us at our skype ID: yovell  Our customer care executives are available Monday to Friday from 9AM to 6PM (UTC/GMT +8 hours) to answer all your queries

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What if I received my order, but some items are damaged?

For any damages to the parcels or products that your received, please inform us no later than 7 business days after the package was delivered. We will help you file a claim against the courier and proceed from there. We can be contacted at (65) 6456 3890 or msn us at yovell or skype us at our skype ID: yovell  Our customer care executives are available Monday to Friday from 9AM to 6PM (UTC/GMT +8 hours)

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