Tianmei Arts & Crafts Frequently Asked Questions (FAQ)

1. Products & Materials

 

Q1: What materials are your Santa Claus ornaments made of?

A: Our ornaments are made from high-quality, non-toxic materials. Most are crafted from resin, wood, or felt fabric, depending on the specific collection. All products are durable, fade-resistant, and designed for years of use.

 

Q2: Are the ornaments safe for children?

A: Yes. All our products comply with international safety standards (ASTM, CE, and CPSIA). However, some ornaments contain small parts, so we recommend adult supervision for children under 3 years old.

 

Q3: Do you offer different sizes or styles?

A: Absolutely. We offer a wide variety of styles—from classic vintage Santa to modern minimalist designs. Sizes typically range from 5 inches (13 cm) to 59 inches (150 cm). You can filter by size, color, and theme on our product pages.

 

2. Retail Orders (Individual Customers)

 

Q4: How long will it take to receive my order?

A:Domestic (US/EU, etc.): 3–7 business days

International: 7–15 business days

Processing time is 1–2 business days. Tracking information will be sent via email.

 

Q5: Do you offer gift wrapping?

A: Yes, we offer premium gift wrapping for an additional $3.99 per item. You can select this option at checkout.

 

Q6: What is your return policy for retail purchases?

A: We accept returns within 30 days of delivery. Items must be unused and in original packaging. Customers are responsible for return shipping unless the item is defective.

 

3. Wholesale & Bulk Orders

 

Q7: How do I apply for wholesale pricing?

A: Please leave a message on our website or contact us via email: inquire@tmsanta.com

 

 

Q8: What is the minimum order quantity (MOQ) for wholesale?

A: Our MOQ is 50-300 pieces per design (mix-and-match is allowed across different styles, as long as the total reaches 50-300 pieces). For first-time wholesale customers, we offer a sample order option of 10–20 pieces.

 

Q9: Can I customize ornaments with my own branding?

A: Yes. We offer OEM/ODM services:

Logo printing/packaging customization: MOQ 200 units per design.

Custom design (new mold): MOQ 500 units, with lead time of 4–6 weeks.

Contact our wholesale team at Email:inquire@tmsanta.com for a custom quote.

 

Q10: Do you offer dropshipping services?

A: Yes, we support dropshipping for retailers. No inventory risk—just place orders, and we ship directly to your customers with no branding on packages (if requested). Contact us (Email:inquire@tmsanta.com) to set up a dropshipping agreement.

 

4. Shipping & Delivery

 

Q11: Do you ship internationally?

A: Yes, we ship worldwide. Shipping costs are calculated at checkout based on weight and destination. Customs duties or import taxes are the responsibility of the buyer.

 

Q12: Can I combine retail and wholesale items in one order?

A: For logistics efficiency, retail and wholesale orders are processed separately. If you need a mixed order, please contact us Email:inquire@tmsanta.com for assistance.

 

Q13: What shipping carriers do you use?

A: We partner with UPS, FedEx, DHL, and USPS for domestic orders, and DHL Express, FedEx International, and EMS for international shipping. Wholesale orders are typically shipped via air freight or sea freight depending on volume.

 

5. Payment & Security

 

Q14: What payment methods do you accept?

A: We accept:

 

Credit/Debit Cards (Visa, MasterCard, American Express)

PayPal

Shop Pay / Google Pay / Apple Pay

Bank Transfer (for wholesale orders over $1,000)

 

Q15: Is my payment information secure?

A: Yes. Our website is SSL-certified, and all transactions are encrypted. We do not store any credit card details on our servers.

 

6. Returns, Exchanges & Defects

 

Q16: What if my wholesale order arrives damaged?

A: We take quality control seriously. If any items are damaged during transit, please provide:

Photos of the damaged packaging and product

Your order number

within 7 days of delivery. We will issue replacements or credits accordingly.

 

Q17: Can I cancel or modify my order after placing it?

A:

 

Retail orders: Cancellations are accepted within 2 hours of purchase. After that, the order may already be in processing.

Wholesale orders: Cancellations must be requested within 24 hours. Custom orders cannot be cancelled once production has begun.

 

7. Seasonal & Stock Availability

 

Q18: Are your ornaments only available during Christmas?

A: While our main collections are Christmas-themed, we also offer year-round ornaments including Nordic-style decor, gnomes, and winter-themed items. Wholesale pre-orders for the holiday season typically open in April–May.

 

Q19: What if an item is out of stock?

A: You can click "Notify Me When Available" on the product page to receive an email when it’s back in stock. For wholesale clients, we recommend placing pre-orders early, especially for bestsellers.

 

8. Account & Support

 

Q20: How can I track my order?

A: Once shipped, you will receive a confirmation email with a tracking number. You can also log into your account and view order status under "My Orders".

 

Q21: How do I contact customer service?

A:Retail support: Email:inquire@tmsanta.com (response within 24 hours)

 

Wholesale support: Email:inquire@tmsanta.com (response within 48 hours)

 

Live chat: Available Monday–Friday, 9:00 AM – 6:00 PM (EST)

 

 

Still Have Questions?

If you didn’t find the answer you were looking for, feel free to reach out to us. We're happy to help!

👉 Contact Us:Email:inquire@tmsanta.com