For existing clients
Something went wrong. Start here.
This page is for clients with live orders, not for new enquiries. It skips the sales funnel entirely. If a container has failed QC or a shipment is stuck, call the line below rather than filling in anything.
Escalation line
1-800-594-8719Ask for the escalation desk and give your PO reference. You will not be routed through sales.
Which route is mine?
Three bands, with the response time we hold ourselves to on each.
Critical
- What it covers
- Goods failed inbound QC, a shipment is held at customs, or production has stopped.
- How to reach us
- Call the escalation line. Do not use a form.
- Response time
- Answered live during business hours, callback within 2 hours outside them.
Urgent
- What it covers
- A shipment is slipping, an inspection report came back short, or a supplier has gone quiet.
- How to reach us
- Email your sourcing lead directly and copy the escalation address.
- Response time
- Same business day.
Standard
- What it covers
- Reorders, new quotes, documentation, invoices, and anything scheduled.
- How to reach us
- Your usual channel with your sourcing lead.
- Response time
- Within one business day.
What to have ready
Having these to hand turns a two-day thread into one call.
- Your PO or project reference
- The affected SKU and quantity
- Photos of the defect, packaging and any labels
- The inspection report if one exists
- Where the goods are right now, and whether they have been accepted
What happens next
- 1We confirm receipt and name the person owning the incident.
- 2We contact the factory and the freight forwarder in parallel, not in sequence.
- 3You get a written position on cause, options and cost within the response window.
- 4We agree the remedy with you before anything is committed to the supplier.