--- title: "Support" url: https://www.smwrapfilm.com/support/ date: 2026-09-15 modified: 2026-10-21 lang: en author: "Shimao" description: "What do wholesale buyers ask most? (FAQ) Answers to the questions wholesale buyers ask most — MOQ, samples, trade terms, lead times, OEM programs, pricing structure, warranty, export markets and..." word_count: 1671 --- # Support ![Shimao Paint Protection Film product image (129)](https://www.smwrapfilm.com/wp-content/uploads/2026/08/pexels-nisanth-panicker-1703892518-28399265-450x800.jpg) - # Support: Purchase Terms, FAQ & Warranty **Shimao support is the purchase-terms, FAQ and warranty reference for smwrapfilm.com wholesale buyers. Shimao ships on EXW or FOB terms from China, with 7–15 day lead times on stock items and 15–25 days for custom production. This page answers the questions buyers ask most — MOQ, samples, trade terms, warranty coverage of 2–5 years by product line, and the claims process.** ## What are Shimao’s purchase terms? Every price on this website is for the product unit value only. It does **not** include international freight, shipping, insurance, customs clearance, duties, taxes or local delivery fees. Quotes separate product cost from inland freight and export clearance, and the delivery term is confirmed in writing on the proforma invoice before production starts. The two standard terms follow the [ICC Incoterms 2020 rules](https://iccwbo.org/business-solutions/incoterms-rules/incoterms-2020/), and the [U.S. Commercial Service country commercial guides](https://www.trade.gov/country-commercial-guides) cover export documentation and customs practice. ### What do EXW and FOB mean in practice? Under EXW the seller only prepares and hands over the goods at the designated factory; under FOB it hands them over on board the vessel at the named port. In both cases all transportation, shipping, customs clearance and delivery arrangements are organized and paid by the buyer independently. ### Who bears the risk after goods leave the factory? Once goods leave the seller’s factory or port, all risks — loss, damage, delay, refusal of delivery, unclaimed parcels and customs issues — are borne by the buyer. Buyers should insure the shipment from the moment of handover; we supply the packing list, roll batch numbers and loading photos needed to support any claim. ### What warranty applies at the point of purchase? Warranty at the point of purchase is limited to manufacturing defects only. Logistics damage, installation issues and transportation-related problems sit outside warranty cover and are handled between the buyer, the forwarder and the insurer. Warranty periods by product line are listed in the warranty section of this page. ### What do I accept when I place an order? By purchasing, you accept that this is an international trade transaction under EXW or FOB terms, and that no refunds are issued for logistics or delivery-related reasons. Confirm the delivery term, destination port and consignee details on the proforma invoice before paying the deposit. ## What should buyers know about logistics and shipping? Shimao does not provide logistics services, does not arrange shipment and does not collect shipping fees. Buyers choose the forwarder or courier, pay them directly and hold them responsible for tracking, clearance and final delivery. We provide the commercial invoice, packing list and loading evidence the forwarder needs. - All transportation, freight, customs clearance, tracking and delivery issues are the sole responsibility of the buyer and the chosen logistics provider. - The seller is not liable for delay, damage, loss, refusal of delivery, unclaimed packages or customs problems arising during transport. - The buyer may use any logistics company and bears all corresponding risks and costs. - Carrier and forwarder contacts shared by Shimao are for reference only and do not constitute a transportation service contract. ## What is the refund and shipping policy? All products on this website are sold EXW or FOB only, and the price shown is product cost only. Refunds are approved solely for verified manufacturing defects supported by photos or video of the defect and the roll batch number; nothing in this policy overrides the delivery term printed on your proforma invoice. ### When does risk transfer to the buyer? Risk transfers when goods are handed over to the port or to the carrier designated by the buyer. From that point, loss, damage, delay, non-delivery, misdelivery, refusal of delivery, unclaimed parcels, customs issues and transport accidents are borne solely by the buyer. ### When is a refund approved? Refunds are approved only after we verify a manufacturing defect on the supplied material. Send dated photos or video, the roll batch number and the invoice reference within 14 days of discovery. The following reasons are not accepted as grounds for a refund: - change of mind, wrong address or refusal of acceptance; - unclaimed packages, delivery delay or logistics damage; - customs clearance problems or any other transportation-related issue. ### Who pays return shipping? Shipping, logistics and return costs are the buyer’s sole responsibility if a return is approved. Where a defect is confirmed, we replace the affected material free of charge with your next shipment or by a standalone shipment, and we cover that outbound freight. ### Does Shimao act as a logistics agent? No. Any carrier, shipping line or freight forwarder information on this website is published for reference only. The seller does not act as a logistics agent, does not arrange transportation, does not collect shipping fees and assumes no liability for logistics services performed by third parties. ### What does placing an order confirm? By placing an order, the buyer confirms they have read, understood and agreed to all terms stated on this page, including the delivery term, the risk-transfer point and the refund conditions. Questions before ordering go to our team through the [contact page](/contact-us/). [ Learn more ](https://www.smwrapfilm.com/contact-us/) ## What do wholesale buyers ask most? (FAQ) Answers to the questions wholesale buyers ask most — MOQ, samples, trade terms, lead times, OEM programs, pricing structure, warranty, export markets and shelf life. Anything not covered here? Message our team through the [contact page](/contact-us/) and we reply within one business day. What is your MOQ? Low MOQ by industry standards: trial rolls for testing, then standard cartons by width and finish. Exact MOQ depends on product line and customization level — tell us your target spec and we will quote the minimum workable run. Do you provide samples? Yes. A4 sample sets are free (freight collect); full trial rolls are supplied at cost so you can test installation and finish before committing to volume. What are your trade terms? EXW (Ex Works) and FOB as standard, CIF on request. Our quotes clearly separate product cost from inland freight and export clearance. What is the lead time? Stock items: 7–15 days. Custom production (private label, custom width, formula adjustments): 15–25 days after spec confirmation. Can you do OEM / ODM? Yes — logo printing, custom cores, bespoke widths and lengths, private-label packaging and film formulation adjustments. See [About Us](/factory-showcase/) for the standard program flow. How is pricing structured? Inquiry-based: pricing depends on spec (thickness, adhesive, finish), quantity and annual volume. Send your requirement and you get a quote within 24 hours. Do you support installation? We supply installation guides, video training for first-time partners, and matching tool kits (squeegees, cutters, slip and tack solutions). What warranty covers the films? Film performance warranty ranges from 2 to 5 years by product line — full terms, claims process and installation requirements are on the [Warranty & After-Sales](/warranty/) page. Which markets do you export to? North America, Europe, the Middle East and Southeast Asia. Documentation and packaging can be adapted to destination-market requirements. Can you ship DDP? DDP is available for selected destinations — discuss your country and volume with us and we will confirm the workable term. What is the shelf life of the films? 12 months stored cool, dry and away from direct sunlight, in the original sealed packaging. Do you offer distributor agreements? Yes. Regional distribution is discussable once trial volumes and market fit are established. ## What warranty covers Shimao films, and for how long? Shimao films carry a performance warranty of 2 to 5 years depending on product line, rising to 10 years on premium clear PPF. Warranty covers material performance under correct installation — no yellowing, peeling, cracking, bubbling or abnormal fading — and is limited to manufacturing defects. The table below lists each line. | Product line | Performance warranty | Covers | | ------------ | -------------------- | ------ | | Clear TPU PPF (standard) | 5 years | No yellowing, peeling, cracking or bubbling under correct installation | | Clear TPU PPF (premium) | Up to 10 years | Extended top-coat performance incl. stain & chemical resistance | | TPU color-change wrap | 3 years | Finish stability, adhesive performance, no abnormal fading | | PVC color-change wrap | 2 years | Finish stability and adhesive performance | | Nano-ceramic window film | 5 years | No delamination, bubbling or abnormal fading | | Architectural window film | 8 years | Solar performance retention, no blistering or peel | ## How do I file a warranty claim? Claims are settled from batch records and photo evidence rather than an inspection visit, so document the defect before the film is removed. Send the evidence within 14 days of discovery with the invoice or order reference, and we confirm eligibility in writing. - Document the issue with dated photos of the defect and the roll / batch number within 14 days of discovery. - Send the evidence to [our support team](/contact-us/) with the purchase invoice or order reference. - After confirmation we replace the affected material free of charge with your next shipment, or by standalone shipment as needed. ## What installation is required for the warranty to apply? Warranty applies to films installed by trained installers using accepted practice: clean-room style surface prep, slip-and-tack installation, correct edge wrapping, and full-edge sealing where specified. For color-change and PPF films we recommend installers who have completed our video training or equivalent professional certification. ## What is not covered by the warranty? The warranty covers material performance only, so damage that happens after installation sits outside it. Typical exclusions are accidents, vandalism, aggressive chemicals, close-range pressure washing, repainting, storage beyond shelf life and long-term contact with tar, bird droppings or tree sap. - Damage from accidents, vandalism, improper chemicals, pressure washing at close range, or repainting. - Issues from storage beyond shelf life or outside the conditions on the [FAQ](/support/#faq) page. - Natural contaminants (tar, bird droppings, tree sap) left on the surface for extended periods. Questions about a claim or coverage? [Contact us](/contact-us/) with your order reference and photos — we reply within one business day.