FAQ

Login and Accounts
Shipping and Packing
Payments and Transactions
Returns and Security
General Questions
Products and Services


LOGIN AND ACCOUNTS

I can't log into my account. What should I do?

The most common cause of login error is an incorrectly entered username or password. Please be aware that passwords are case-sensitive.

If you are using the copy-paste function to enter your password, try typing it out by hand instead. Sometimes, the copy function will add an extra space character at the beginning or end of the password, causing login to fail.

If you're sure that you've entered your user name and password correctly but are still experiencing difficulty logging in, please contact our customer service representatives.

 

SHIPPING AND PACKING

What shipping methods do you use?

If you have a pre-existing account with any shipping or freight company, you are welcome to arrange pick-up directly from our warehouse. If you do not have a preferred shipper, we are happy to work with you to arrange trucking and delivery at cost.

Shipping arranged by us will be charged to the credit card on your account, or we can bill directory to your UPS account. If the size of your order is less than truckload, and AsiaEXP arranges shipping, you will be billed the actual cost of shipping and delivery.  Please be aware that regardless of who arranges shipping, our terms of service stipulate that FOB is at our warehouse.

Can you give me a shipping quote before I place my order?

While it may be possible for us to provide an extremely general estimate, if we arrange shipping through our carrier, we are not currently able to give an exact quote prior to items being shipped from our warehouse. This is due to the fact that it is only possible to make an exact square-footage size estimate as the delivery truck is being packed, and quotes given prior to loading are often inaccurate. As AsiaEXP arranges shipping for our customers at cost, we neither want to give too high and estimate and overcharge, or too low an estimate and undercharge.

Customers that arrange their own pickup should contact their carrier for a quote.

What happens if items are damaged during shipping?

If you find that an item or items have been damaged during shipping, we are more than happy to help you file a claim with the carrier. AsiaEXP is not responsible for items damaged during shipping.

How are items packed?

To help ensure that your furniture arrives safely and in pristine condition, each piece is carefully packed in high-quality corrugated boxes with plenty of fitted padding. Some pieces are double-boxed for extra protection.

Do any of your products require assembly?

No. All AsiaEXP products are shipped fully assembled and ready to use.

Do you ship to international locations?

AsiaEXP does not ship to locations outside of the continental United States at this time.

Do you ship to PO boxes?

In order to help guarantee correct delivery and provide excellent customer service, we are unfortunately unable to ship to PO Boxes.

PAYMENTS AND TRANSACTIONS

Which payment methods do you accept?

We accept Paypal and Electronic Transfer as well as Mastercard, Visa, Discover and American Express.

Will you issue us a line of credit?

AsiaEXP provides purchasing credit to those companies that have an established buying history with us, or who can provide solid trading references. Qualifying businesses are welcome to contact us for a credit application form.

How do you collect payment? Do you need a deposit?

Unless your company has been approved for credit with us, we require payment in full at the time of purchase.

How do you secure my credit card and payment information?

All payments made through our website are secured with HackerSafe, Verisign, and Secure Socket Layer (SSL) encryption, ensuring you a safe and pleasant transaction.

Do I need to pay any state sales tax or VAT taxes?

No.

RETURNS AND SECURITY

What is your return policy?

Click here to read our full handling and return policy.

GENERAL QUESTIONS

Where and how can I get a product sample?

Single samples can be purchased at retail

Do you have a minimum order quantity?

No, there is no minimum order quantity.

Do you offer discounts for large volume orders?

Absolutely! Full container orders and other large volume orders are eligible for significant discounts.

The item I want is on backorder. How long will production take?

When backordering items, please allow 4-20 weeks for delivery. If you need a more accurate estimate urgently, please contact customer service with the SKU number and quantity of items ordered or desired.

PRODUCTS AND SERVICES

How should customers care for my AsiaEXP purchase?

For more information on the best ways to preserve our furniture, we invite you to read our article "Caring for Your Furniture".

Can you create customized items to my specifications?

Due to the difficulty in guaranteeing quality in item sizes and styles that have not been tested for durability, we cannot accept custom orders at this time.