• Product Details
• Description
• Prices
• Relevant product data such as materials, age, product type etc.

An order passes through many hands during its lifespan and the technologies and process used for each phase are unique. Though plans are in the works to unify all systems into a single ERP based system, at present our billing/accounting system and our online catalog and order system are two separate programs (seebilling for more details). Each system contains varying levels of data different from the next. For example the online order system contains significantly more product related details where the billing systems contain minimal product details and are mainly oriented towards invoicing and accounting related information.

Because these are two different systems, there is a lot of duplicate data entry and significant cross-checking must occur. This is a time consuming process and at times, entering updates slow. Your patience is always appreciated. If an item does not show up in your online order, it does NOT necessary mean the item has been lost forgotten about or not purchased. Most likely the information about the item has simply not fully passed through the system yet. If you concerned about an item being forgotten or lost, the best thing you can do to assist us is to make a comment in the comments section of your online order.

Once items are purchased and received in the warehouse, the items belongs to you at that point and can be considered already in your possession (in your virtual warehouse in China). At this point we treat this much like a stock transfer (from our warehouse to yours). If for some reason the item does not actually ship out, you can see this information in the “containers report” in our system. You can see which container each item has shipped in. Note that its possible for one container to have items from the current order plus two or three different older orders worth of stuff.

Once an order has shipped, we won't change the order details - the order total items and cost remains the same. Otherwise it makes accounting extremely difficult and prone to mistakes, as you are already finding out. If for some reason down the road an item never ships (special circumstances only) we may issue a credit after the fact - though this is not typical. Usually the item just goes into the next shipment.

• Using order comments
• How to view the status of my order and the items in my order.