FAQ
How to Order
How can I contact you?
You can reach us via email, phone, or social media messaging. Our team aims to respond as quickly as possible and many customers are satisfied with our prompt support.
How to place an order?
If this is your first inquiry, contact us through the Contact page or email us at info@care-heal.com with your product list and desired quantity.
What’s the supply rate?
The supply rate determines the wholesale discount.
For example, if the retail price is $100 and the supply rate is 30%, the wholesale price is $30.
Can I change or cancel my order?
You may update or cancel your order before payment is made. Once the deposit is confirmed, changes may not be possible.
Can I order less than MOQ?
Depending on the brand’s policy, it may be possible. We’ll try our best to meet your request even if it’s below standard MOQ.
How to get wholesale prices?
To request wholesale pricing or discuss a business idea, please visit the Contact page and send us a message with your details.
What’s the MOQ?
MOQ stands for Minimum Order Quantity. Most brands follow a $500 Minimum Order Amount (MOA). If your order is below this, MOQ and pricing may vary. Let us know what you need and we'll find the best solution.
What’s the lead time?
Typically, lead time is 7–10 days for in-stock items. For some brands, it may take up to 2 weeks depending on the supplier’s schedule.
What’s the box quantity?
This refers to the number of items per box, which is shared in your quotation file upon request.
Can't find a specific product in the quote list?
If a product isn't listed in our quotation, simply write it at the end of your request. We’ll try to source it for you.
Shipping & Tracking
What shipping methods are available?
We provide several options including EMS Express, DHL, FedEx/TNT, and even your own forwarder. Basically we ship via fast and cost-effective EMS Express, but sea shipping, air shipping and other shipping methods are also available upon request.
How is shipping cost calculated?
Shipping fees depend on the final package weight. We’ll send you an accurate quote once the goods are ready. Before then, only rough estimates are available.
I received the wrong item. What should I do?
If you received the wrong items, please contact us within 7 days after receiving your order.
What’s the delivery time?
EMS, DHL, and FedEx usually deliver within 3–5 business days. Most orders arrive within 7 days unless delayed by customs.
Do you include invoice in the box?
Invoices are excluded from the parcel unless you specifically request them.
How do I track my order?
You can track your shipment via the EMS Korea website or global tracking platforms that support multiple couriers like EMS, DHL, and FedEx.
Do you ship internationally?
EMS Express, DHL, and FedEx deliver to most countries. Orders generally arrive within a week, depending on customs clearance.
Are customs fees included?
Our prices do not include duties or customs charges.
Since regulations vary by country, we recommend checking with your local customs office.
If you have special requests regarding shipment value or split delivery, please let us know before shipping.
We will do our best to accommodate your request within the limits of local regulations.
Can I use my own forwarder?
We can ship domestically to your forwarder’s warehouse in Korea. From there, you’ll manage the international shipping.
Payment Terms
What payment methods do you accept?
We accept payment via Bank Transfer or PayPal.
Please note that PayPal fees will be added to the final invoice if selected.
What are your payment terms?
A 50% deposit is required within 5 days after the order confirmation.
The remaining 50% must be paid before shipment.
How do you handle disputes?
If there is any issue with payment, shipping, or product condition, please contact us via email within 30 days of the transaction.
After this period, the order will be considered complete and final.
What currencies can I pay in?
We accept multiple currencies, including KRW, USD, and EUR.
Who pays the transfer fee?
Because we need to receive the exact amount sateted in the Proforma Invoice, the buyer is required to cover the payment transfer fees by indicating (transfer fees to be covered by the sender) at the bank.
Products & Brands
Can you help find a specific brand/product?
Let us know what you're looking for, and we’ll do our best to source it—even if it’s not listed in our catalog.
Can I buy samples?
Sample availability depends on the brand.
If samples aren’t listed in your quote, simply ask us and we’ll check for you.
Do you provide MSDS / INCI / ISO / certificates?
We can only provide product MSDS/INCI/Other Certificates for the select Korean brands that supply these to us.
What’s the product shelf life?
If you can’t find the product expiry date / shelf life in the quotation that we sent you, please request it by sending us an email.
Do you offer product images or promo materials?
We can only provide product photos and other promotional materials for the select Korean brands that supply these to us.