Question 1

What is the minimum order quantity (MOQ)?

Accepted Answer

MOQ varies by product and origin. For most commodities, we work with a minimum of one FCL (Full Container Load) — typically 18–24 metric tons depending on the product. However, for premium or niche items (such as Ceylon Cinnamon Alba grade), we can accommodate LCL (Less than Container Load) shipments starting from 500 kg, subject to a small surcharge. Contact us with your specific product and volume requirements for exact MOQ details.

Question 2

Can I request product samples before placing an order?

Accepted Answer

Absolutely. We encourage all buyers to evaluate physical samples before committing to a full order. We provide samples drawn from actual production batches (not exhibition-grade stock), accompanied by a full specification sheet and third-party lab analysis report. Samples are typically 50g–1kg depending on the product. Shipping costs for samples are borne by the buyer, but sample costs themselves are free for serious inquiries.

Question 3

How long does it take from inquiry to first shipment?

Accepted Answer

For standard products available in stock, the timeline from confirmed order to vessel departure is typically 2–4 weeks. For custom specifications or new supplier sourcing, allow 4–8 weeks. The full timeline breaks down as: inquiry & sample evaluation (1–2 weeks), contract & payment (2–3 days), production & quality control (1–3 weeks), and shipping logistics (1–2 days before departure). Sea freight transit times vary from 14–35 days depending on the destination.

Question 4

Can you source a product not listed in your portfolio?

Accepted Answer

Yes. Our portfolio page shows our core product range, but our supplier network across Sri Lanka, Vietnam, Thailand, Indonesia, and Malaysia is extensive. If you need a specific commodity, grade, or specification not currently listed, reach out to our sourcing team. We'll assess feasibility, identify potential suppliers, and provide a timeline and pricing indication within 3–5 business days.

Question 5

Do you offer private labeling or custom packaging?

Accepted Answer

Yes, we can arrange private labeling and custom packaging through our supplier partners. This includes custom carton printing, branded bags, retail-ready packaging, and specific labeling to meet your destination country's regulations. Custom packaging typically requires a higher MOQ and an additional 1–2 weeks lead time. We'll provide artwork templates and manage the approval process.

Question 6

What certifications do your suppliers hold?

Accepted Answer

We require all suppliers in our network to hold, at minimum, ISO 22000 or HACCP certification. Many also carry FSSC 22000 (GFSI-benchmarked), GMP certification, and/or organic certifications (USDA NOP, EU Organic, JAS). For specific certification requirements such as BRC, IFS, Kosher, or Halal, we can source from appropriately certified facilities. Visit our Certifications page for full details on each standard.

Question 7

How do you ensure product quality?

Accepted Answer

Our quality assurance protocol has three pillars: (1) Factory Audits — our on-ground inspectors physically visit every facility to verify GMP compliance, hygiene, and production capacity. (2) Third-Party Lab Testing — independent laboratories test every batch for microbiological parameters, pesticide residues (MRL), heavy metals, moisture content, and aflatoxin levels. (3) Pre-Shipment Inspection — a final check on product quality, packaging integrity, labeling accuracy, and net weight before the container is loaded. Only after PSI approval does the shipment proceed.

Question 8

What happens if the delivered product doesn't meet specifications?

Accepted Answer

Our sales contract includes a clear quality claims procedure. If the delivered product deviates from the agreed specification, you must notify us within 14 days of arrival with photographic evidence and, if applicable, a third-party inspection report at destination. We will review the claim and, depending on the outcome, offer remedies including price adjustment, replacement shipment, or credit toward your next order. The specific claims process is detailed in our standard sales contract.

Question 9

Do you test for pesticide residues and heavy metals?

Accepted Answer

Yes, every batch undergoes comprehensive testing. Our third-party lab partners test for over 300 pesticide residues to verify compliance with the applicable Maximum Residue Limits (MRL) for your destination market (EU, US, Japan, etc.). Heavy metal analysis covers lead (Pb), cadmium (Cd), arsenic (As), and mercury (Hg). All test results are provided to you as part of the Certificate of Analysis (COA) before shipment.

Question 10

Which Incoterms do you work with?

Accepted Answer

We primarily work with FOB (Free on Board), CIF (Cost, Insurance & Freight), and CFR (Cost & Freight) — all per Incoterms® 2020. For FOB, the price includes all costs until the goods are loaded onto the vessel at the port of origin. For CIF, we additionally cover sea freight and marine cargo insurance (110% of invoice value, ICC A terms). The specific Incoterm is agreed upon in the sales contract before any order is placed.

Question 11

To which countries do you export?

Accepted Answer

We currently export to over 50 countries across Europe (Germany, UK, Netherlands, France, Italy), the Middle East (UAE, Saudi Arabia, Oman, Kuwait), East Africa (Kenya, Tanzania, South Africa), East Asia (Japan, South Korea, China), Southeast Asia, and the Americas (USA, Canada, Brazil). If your country is not listed, contact us — we can almost certainly arrange logistics to your destination.

Question 12

What are the typical sea freight transit times?

Accepted Answer

Transit times depend on the origin port and destination. As a general guide: to Middle East ports — 7–14 days; to European ports — 18–28 days; to East Asian ports — 10–18 days; to East African ports — 10–16 days; to US East Coast — 28–35 days; to US West Coast — 22–28 days. These are approximate vessel transit times and do not include time at origin port or destination customs clearance.

Question 13

Do you handle customs clearance at destination?

Accepted Answer

Our primary responsibility covers all export procedures, documentation, and customs clearance at the origin country. At the destination port, the buyer typically handles import customs clearance through their own customs broker. However, we provide all necessary documentation in advance (Bill of Lading, Certificate of Origin, Phytosanitary Certificate, COA, etc.) and remain available to assist with any queries or clarifications your customs broker may have.

Question 14

Can you arrange air freight for urgent orders?

Accepted Answer

Yes, we can arrange air freight for urgent or small-volume orders. Air freight is typically used for high-value, low-volume products or when time-sensitivity is critical (e.g., sample shipments or emergency stock replenishment). Air freight costs are significantly higher than sea freight, so we recommend it only when the timeline justifies the premium. We'll provide a clear cost comparison for both options.

Question 15

What are your payment terms?

Accepted Answer

For first-time buyers, we typically require 30% advance payment upon order confirmation and 70% against the Bill of Lading (B/L) copy or telex release. For established repeat buyers, we offer more flexible terms including 100% against documents via CAD (Cash Against Documents) or irrevocable Letter of Credit (L/C) at sight. Payment is accepted via T/T (Telegraphic Transfer / wire transfer) in USD, EUR, or GBP.

Question 16

How is pricing determined?

Accepted Answer

Pricing is based on several factors: the current commodity market price, product grade and specification, order volume, origin, Incoterm, and destination. We provide detailed pricing breakdowns in our proforma invoices. For FOB pricing, we include all costs from sourcing through to loading at the origin port. For CIF, we additionally include sea freight and insurance. Prices are typically quoted in USD per metric ton or per kilogram, depending on the product.

Question 17

Do you offer forward contract pricing for repeat orders?

Accepted Answer

Yes. For repeat buyers, we offer forward contract pricing where we lock in a price for a specific quantity and delivery period (typically 3–6 months ahead). This protects you against seasonal price fluctuations and supply shortages. Forward contracts require a commitment to purchase the agreed volume within the specified period. This is particularly popular for staple commodities like rice, tea, and coconut products where prices can be volatile.

Question 18

What documents do you provide with each shipment?

Accepted Answer

Each shipment comes with a comprehensive document set: (1) Commercial Invoice, (2) Packing List, (3) Bill of Lading (B/L), (4) Certificate of Origin (CO), (5) Phytosanitary Certificate, (6) Certificate of Analysis (COA) from a third-party lab, (7) Pre-Shipment Inspection Certificate, (8) Fumigation Certificate (if applicable), (9) Health Certificate (if required), and (10) Insurance Certificate (for CIF terms). Additional certificates (organic, Kosher, Halal, radiation) are provided as applicable.

Question 19

How quickly do you share shipping documents after dispatch?

Accepted Answer

Scanned copies of all shipping documents are shared via email within 24–48 hours of vessel departure. Original documents (if required) are couriered within 3–5 business days. For buyers using L/C payment terms, documents are presented to our bank for negotiation within the timeline specified in the credit. We also offer telex release of the Bill of Lading for faster cargo release at destination, eliminating the need to wait for original documents.

Question 20

Can you help with import documentation for specific countries?

Accepted Answer

Yes. Our trade compliance team is familiar with the specific import documentation requirements for major destination markets including the EU, USA, UK, Japan, UAE, Saudi Arabia, and Kenya. We prepare all origin-side documentation to match the exact requirements of your customs authority. If your country requires any specialized certificates or attestations, let us know at the inquiry stage so we can include them in the documentation plan.

Question 21

Do you source sustainably and ethically?

Accepted Answer

Sustainability and ethical sourcing are core values at LOVVE. We prioritize suppliers who demonstrate responsible agricultural practices, fair wages, and safe working conditions. Many of our suppliers hold organic certifications, and for palm oil, we source RSPO-certified options. We also support smallholder farmer cooperatives in Sri Lanka and Vietnam, ensuring fair prices reach the farm level. Our factory audits include assessment of worker welfare and environmental compliance.

Question 22

Do you offer organic or fair trade certified products?

Accepted Answer

Yes. We offer a range of organic-certified products (USDA NOP, EU Organic, JAS) including Ceylon Cinnamon, Black Tea, Desiccated Coconut, and Vietnamese Black Pepper. For fair trade, several of our tea and spice suppliers are Fair Trade certified or members of recognized ethical trade programs. If organic or fair trade certification is a requirement for your supply chain, please specify this in your inquiry and we'll match you with appropriately certified suppliers.

Question 23

What is your approach to reducing environmental impact?

Accepted Answer

We work with suppliers who are actively reducing water usage, transitioning to renewable energy, and minimizing waste in their production processes. For shipping, we optimize container loading to reduce the carbon footprint per unit shipped. We also support the use of biodegradable and recyclable packaging materials where feasible. While we are a young company (founded 2025), environmental responsibility is built into our supplier selection criteria from day one.

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