CUSTOMER SUPPORT
A clearer way to order.
Plan the details before you commit.
How do I request a quotation?
Add products to your inquiry list, adjust the quantities, and include the delivery destination and specification requirements. Download the inquiry for review. No order is placed and no payment is taken.
What do the displayed prices include?
Prices are indicative unit-price ranges in US dollars. They exclude freight, import duties and taxes unless a written quotation states otherwise. Specifications and quantities affect the final unit price.
Can I order fewer than the minimum quantity?
Minimum order quantities are shown on each product. Sampling or lower-quantity requests require confirmation and may have different prices.
How is shipping calculated?
Shipping depends on the delivery location, packing dimensions, gross weight, quantity and transport method. Provide these requirements when requesting a delivered quotation.
What is the delivery time?
Stock, production time and transport schedules must be confirmed for the selected products and quantities. The catalog does not promise a fixed delivery date.
How do I assess the products?
Request the exact specification sheet and, where relevant, samples and model-specific test documents. Images and marketing descriptions alone do not establish performance.
Are all water filters suitable for any water source?
No. Treatment capabilities differ. Confirm the target contaminants and independently documented performance before selecting a filtration system.
What is included in a first-aid kit?
Contents differ by model and configuration. Confirm a written contents list, quantities and expiry dates. A stated piece count can include repeated consumables.
Returns & cancellations
See the returns policy below. Keep your order number, product code and available photos when reporting a problem.
Shipping & delivery
Dispatch location: Room 1801-6, World Trade Center Building, Lucheng District, Wenzhou, Zhejiang, China.
We welcome orders and enquiries worldwide. Delivery availability is confirmed for each product and destination before payment, based on carrier service and applicable import requirements.
Freight is quoted for each order using packed gross weight, dimensions, quantity, destination postal code and transport method. Oversized tents and bulk orders require a freight quotation. We do not offer an unconfirmed flat shipping fee or automatic free shipping.
Before payment, we confirm the specification, quantity, goods price, shipping charge, estimated dispatch date and transit estimate in writing. Stock and production lead times vary. Customs processing and carrier delays can affect arrival. Tracking is provided when available after dispatch.
The quotation states whether import duties and destination taxes are included, and who pays them. Do not assume they are included in the displayed product price. We confirm any import documentation needed for the destination before accepting an order.
Returns & cancellations
For standard, non-customized goods, contact us within 30 days of delivery to request a return. Change-of-mind returns must be unused, complete and in their original packaging where reasonably possible. The buyer pays return freight for change-of-mind returns.
For damaged, defective or incorrect goods, contact us with the order number, product code and available photos. We will arrange an appropriate repair, replacement or refund and cover reasonable return shipping where the issue is our responsibility. The 30-day change-of-mind period does not limit statutory defect rights.
Custom-made goods and opened sealed hygiene or first-aid consumables may be excluded from change-of-mind returns where permitted by applicable law. Any exclusion will be disclosed before payment. Defect rights remain unaffected.
Request cancellation before dispatch. If production or customization has started, any non-refundable costs must have been disclosed and agreed before payment, subject to applicable law.
Please contact us before returning goods so we can identify the order and arrange customs documentation. Return address: Room 1801-6, World Trade Center Building, Lucheng District, Wenzhou, Zhejiang, China. We initiate approved refunds to the original payment method within 5 business days of inspection, or sooner where law requires. Payment-provider processing time may vary.
These terms do not exclude mandatory consumer rights. Contact: mastermind.lu@gmail.com | +86 176 8171 8117.