Service FAQ

VIGO DISPLAY Service FAQ List Service is where a display supplier earns a long-term relationship: free design help, fast sampling, clear customization rules and honest after-sales support. This list condenses the official VIGO DISPLAY Service FAQ — 23 questions — into one readable page, grouped by topic. Tap a question to open its answer. 23 questions Service & support Official FAQ hub On this page — tap any question to open its answer 1. Working with Us: Service Journey, Advice and After-Sales 2. Samples, Re-sampling, Modifications and Revisions 3. Customization, Design, Pricing and Packaging Support 1. Working with Us: Service Journey, Advice and After-Sales 7 questions From the first inquiry to after-sales — the full process, free advice, trial orders and long-term cooperation. What is the full process from inquiry to delivery? It follows five stages — consultation, design and proposal, sampling, mass production with QC, then global shipping. Read the full answer in the undefined Can I start with a small trial order before a bulk order? Yes, a 100-piece trial order lets you validate quality and shelf fit before committing to larger volumes. Read the full answer in the undefined What after-sales support and warranty do you offer? We provide replacement parts, structural guidance, and optional on-site installation to keep your displays running long-term. Read the full answer in the undefined What after-sales service do you offer for customized products? We offer a 12-month warranty for non-human damage. During this period, we provide free replacement or repair for quality issues. For logistics damage, we coordinate with you and the freight company for claims. Our team responds to inquiries within 12 hours. Read the full answer in the undefined Do you provide exclusive services for long-term cooperative customers? Exclusive services are provided for long-term cooperative customers, including priority supply, exclusive quotation, after-sales green channel, etc. Read the full answer in the undefined Do you provide product installation guidance service? Free installation guidance is provided, including installation manual and video tutorial, and one-to-one guidance is available for complex products. Read the full answer in the undefined Can you provide product matching suggestion service? Free product matching suggestions are provided, and the optimal product combination is recommended according to the customer's store type and display scenario. Read the full answer in the undefined 2. Samples, Re-sampling, Modifications and Revisions 8 questions How sampling works, what happens when you are not satisfied, and how late changes are handled. Can I get free product trial samples? Free trial samples are for regular standard items, only low cost charge for customized samples, which can be deducted in subsequent orders. Read the full answer in the undefined Do you offer samples of in-stock products? Absolutely. Most in-stock items are available for sample purchase at a low sample fee (often refundable on future bulk orders). Samples typically ship within 24 hours via express courier. Read the full answer in the undefined How long is sample lead time and mass production time for customized products? Regular samples are finished within 1-3 working days, bulk orders delivered in 3-15 days based on quantity, rush order available. Read the full answer in the undefined Can I re-sample if I am not satisfied with the customized product sample? Re-sampling is supported. The first unsatisfactory sample can be re-sampled for free once, and sampling fees need to be borne through negotiation for multiple modifications. Read the full answer in the undefined Can I modify customization requirements during the customized product process? Customization requirements can be modified for free before entering the production link; if production has started, cost will be calculated according to the modification range. Read the full answer in the undefined If we need to modify the design after confirming the sample, what is the process and additional cost The process, extra charges and lead-time adjustment depend on whether the change is minor or major. Minor modifications are handled quickly with limited impact; major redesigns are re-quoted before work begins. Confirm the design scope at the sample stage and we will keep any later change as low-cost as possible. Read the full answer in the undefined Can I make changes to my customized order after confirmation? Small changes (e.g., color adjustment, minor spec tweak) are acceptable within 48 hours of order confirmation, with no extra cost. For major changes (e.g., design overhaul, material replacement) after production starts, a revision fee may apply based on the work completed. We’ll communicate promptly to minimize your loss. Read the full answer in the undefined What if I need a slight modification to a standard in-stock product? For minor modifications (e.g., adding a logo, custom color coating), please contact us directly. We will evaluate and provide a “Fast-Track Modification” quote, which typically adds only 3-7 days to the standard shipping timeline. Read the full answer in the undefined 3. Customization, Design, Pricing and Packaging Support 8 questions Free design and 3D renderings, custom pricing versus standard, packaging customization and supermarket display solutions. Can you provide free design or 3D renderings before I order? Yes, our in-house R&D team provides free design proposals and 3D renderings for custom projects. Read the full answer in the undefined Can you help with design if I don't have a clear concept? Absolutely. Our design team with 8+ years of FMCG retail experience will collaborate with you. We first understand your brand, target audience, and usage scenarios, then provide 2-3 concept drafts (e.g., 3D renderings of shelf layouts) for your choice. Revisions are offered until you’re satisfied. Read the full answer in the undefined What’s the price difference between customized and standard products? The price varies by customization complexity. Generally, customized products are 15% - 30% higher than standard ones. Simple changes (like color) add ~15%, while complex customization (unique design, special materials) can increase by up to 30%. We provide itemized quotes so you know where every cost goes. Read the full answer in the undefined Is customized packaging available for display props? Yes. We offer neutral packaging, custom - printed sleeves, and PVC label sticking. The MOQ for customized packaging is 200 sets. We also provide a design template library to simplify the process, and packaging proofing can be finished within 7 days. Read the full answer in the undefined Do you provide product packaging customization service? Yes. We print brand information and design exclusive packaging styles to your requirement, including export-ready and moisture-proof packaging. Custom packaging protects the product in transit and extends your brand to the unboxing moment. Read the full answer in the undefined Do you support e-commerce and marketplace fulfillment packaging? Yes, we provide fulfillment-compliant packaging, barcoding, and drop-ship-friendly options for online sellers. Read the full answer in the undefined Can you customize display products according to our specific requirements? We specialize in customizing supermarket displays and promotional props. We can tailor products to your exact dimensions, materials, colors, logos, and functional requirements. To begin, please provide CAD drawings, sample photos, or specific parameters. Our R&D team will evaluate feasibility and provide a quotation within 2-3 working days. For complex designs, we can also produce a pre-production sample for your approval before mass production. Read the full answer in the undefined Do you have any recommendations for display solutions suitable for different types of supermarkets？ Yes. We recommend targeted display solutions for different supermarket formats and share 3D renderings and layout plans before production. Tell us your store type and layout, and our team will propose the fixture combination that fits. Read the full answer in the undefined Related FAQ lists Company Products Order & Delivery Service Still have a question? These 23 answers cover our service process end to end. For questions about a specific product, see the Products FAQ; for pricing, payment and delivery terms, see the Order & Delivery FAQ. Otherwise contact our team — we answer within one business day. Send us your inquiry

A:You get a 12-month warranty, plus installation manuals, video tutorials, and one-on-one remote guidance — so every overseas customer can install and maintain our displays with confidence.12 monthsFree warranty from receipt24-hourResponse on working daysVideo guidesManuals & tutorials includedSupport for overseas customersSince on-site visits abroad are not practical, we make remote support fast and complete: every product ships with detailed installation instructions and a user manual, plus step-by-step video guides. Our engineers provide one-on-one remote technical guidance — including live video teaching — so your team can install, adjust, and repair fixtures without waiting for anyone to travel.Spare parts over service tripsMost wear-and-tear issues are solved by swapping a component, not the whole unit. We supply replacement parts, structural adjustment guidance, and troubleshooting support, so your displays keep running at the lowest possible cost.Warranty and response timesFree warranty covers 12 months from the date of receipt (custom products follow the contract terms). We provide a preliminary solution within 24 hours on working days — simple issues are resolved within 7 working days, complex ones within 15. On-site installation by professional technicians is available for projects in mainland China. Why Choose VIGO DISPLAY12-month free warranty — issues resolved, not passed aroundInstallation manuals, user manuals, and video tutorials with every orderOne-on-one remote guidance and replacement parts — no need to wait for a service tripHave a question about warranty or support?Send an Inquiry

A:Yes — we provide fulfillment-compliant packaging, barcoding, and drop-ship-friendly options for online sellers.Fulfillment-readyNo repacking or re-labelingBarcodingFlows into your networkFree photographyReady-to-list imagesBuilt for online sellersWhether you sell on your own store or a major marketplace, we make sure your displays arrive ready to list. Online sellers also get brand customization, new-product design, fulfillment-compliant packaging, and free photography.Drop-ship friendlyWe offer barcoding and drop-ship-friendly options so orders flow straight into your fulfillment network, reducing handling time and getting products to customers faster. Why Choose VIGO DISPLAYFulfillment-compliant packaging and barcoding — no repacking neededFree photography gives you ready-to-list product imagesBrand customization and new-product design for online sellersSelling online?Discuss Packaging

A:It follows five clear stages — consultation, design and proposal, sampling, mass production with QC, then global shipping.5 stagesFrom inquiry to delivery30 daysDesign proposal25–35 daysCustom production timeStep by stepConsultation — share your needs and we clarify your display goalsDesign & proposal — a full proposal within 30 daysSampling — functional samples within 90 days, refined through feedbackMass production & QC — standard ships in 7–15 days, custom in 25–35 daysGlobal shipping — to 120+ countries on the trade term you chooseOne point of contactA dedicated account manager with 15+ years of retail display experience handles the whole journey and responds within 1 hour, 24/7. Why Choose VIGO DISPLAYOne dedicated account manager from inquiry to delivery — 1-hour response, 24/7A transparent five-stage process with clear timelines15+ years of experience, 50M+ units shipped to 120+ countriesWant to map out your exact timeline?Send an Inquiry

A:Yes — a 100-piece trial order lets you validate quality and shelf fit before committing to larger volumes.100 pcsOne of the lowest MOQs7–15 daysIn-stock shippingLow riskProduction-grade qualityTest before you scaleOur minimum order quantity starts at just 100 pieces, one of the lowest in the industry for custom retail displays. You get production-grade quality — not sample-grade goods — so you can evaluate material, fit, and durability on your real shelves.Start even faster with in-stock itemsFor in-stock standard products, there is no production wait at all — they ship from our warehouse in 7 to 15 days. Many buyers pilot a display program with in-stock items first, then scale up with a fully customized version once the concept is proven. Why Choose VIGO DISPLAYMOQ from just 100 pieces — one of the lowest in the industryProduction-grade quality even on trial orders — never sample-gradeIn-stock standard items ship in 7–15 days with no production waitReady to test a concept with low risk?Start a Trial Order

A:Yes — our in-house R&D team provides free design proposals and 3D renderings for custom projects.30 daysFull design proposal90 daysFunctional samplesIn-house R&DNo outsourced designDesign you can trustOur engineers sit just 50 meters from the production floor, so what they draw is exactly what we build. You receive a full design proposal within 30 days and functional samples within 90 days, letting you visualize and test before committing.From rough concept to concrete designEven if you only have a rough idea, we can turn it into a concrete design, recommend materials, and refine the proposal through multiple rounds of feedback until it matches your expectations. Why Choose VIGO DISPLAYFree design proposals and 3D renderings — zero upfront costIn-house R&D sits 50 meters from the production floor — design equals realityFull proposal within 30 days, functional samples within 90 daysHave a concept in mind?Get a Free Design

A: Exclusive services are provided for long-term cooperative customers, including priority supply, exclusive quotation, after-sales green channel, etc.To reward customers who have supported us for a long time, we provide exclusive value-added services for long-term cooperative customers: first, priority supply right, which gives priority to ensuring the order delivery of long-term cooperative customers in case of tight supply and order peak period; second, exclusive preferential quotation, which provides exclusive tiered discounts according to the cooperation duration and purchase quantity to reduce the long-term purchasing cost of customers; third, after-sales green channel, the after-sales problems of long-term cooperative customers can be handled first, shortening the response and processing cycle; fourth, exclusive consultant docking, equipping long-term cooperative customers with exclusive foreign trade consultants to follow up purchasing, customization, logistics and other matters throughout the process, providing one-stop service.👉 Consult the long-term cooperation policy, become our long-term customer and enjoy more exclusive rights and interests.

A: Re-sampling is supported. The first unsatisfactory sample can be re-sampled for free once, and sampling fees need to be borne through negotiation for multiple modifications.We attach great importance to the customer's satisfaction with the customized samples. After the customized product sample is completed, if the customer is not satisfied with the size, color, workmanship and other aspects of the sample, they can put forward specific modification opinions, and we will re-sample for free once; if they are not satisfied after multiple modifications, to protect the rights and interests of both parties, reasonable sampling fees will be charged according to the number of modifications and material loss. At the same time, we will arrange designers to communicate in depth with customers to ensure that the final sample meets the customer's expectations.👉 Not satisfied with the customized sample? Send inquiry to inform the modification opinions, we will arrange re-sampling immediately.

A: Free product matching suggestions are provided, and the optimal product combination is recommended according to the customer's store type and display scenario.We have a professional product consultant team, familiar with the display needs and product adaptability of various retail scenarios. According to the customer's store type (such as supermarket, convenience store, fresh food store), display scenario (such as shelf display, cash register display, fresh food area display) and brand positioning, we can provide free product matching suggestions for customers, recommend the most suitable and cost-effective product combination, help customers improve the store display effect and reduce purchasing costs.👉 Tell us your store type and display scenario, we will customize an exclusive product matching plan for you.

A: Customization requirements can be modified for free before entering the production link; if production has started, cost will be calculated according to the modification range.In the drawing confirmation stage and sampling stage of customized products, customers can modify the customized content (such as size, color, logo, etc.) for free according to their own needs; if the product has entered the mass production stage, modifying the customization requirements will affect the production progress and material loss. We will calculate the corresponding cost according to the modification range, and make adjustments after confirming with the customer to ensure that the modified product meets the customer's needs and minimize the customer's additional expenditure.👉 Need to modify customization requirements? Send inquiry to inform us as soon as possible to avoid affecting the production progress.

A: Free installation guidance is provided, including installation manual and video tutorial, and one-to-one guidance is available for complex products.To facilitate customers to quickly install and use the products, we provide free installation guidance services for all display fixtures that need installation. Regular products are equipped with detailed Chinese and English installation manuals. For complex products (such as large shelves and combined display racks), installation video tutorials can be provided. At the same time, professional technical personnel can be arranged for one-to-one online guidance to answer various questions encountered during installation, ensuring that customers can successfully complete product installation.👉 Need installation guidance materials or one-to-one guidance, send inquiry to contact us.

A: Free trial samples for regular standard items, only low cost charge for customized samples, which can be deducted in subsequent orders.To help overseas buyers check workmanship, size and actual using effect, all standard popular display fixtures are available for free trial application with buyer bearing sample freight. Custom samples with exclusive printing and special modification only charge basic material cost, which can be fully deducted in subsequent formal bulk orders to reduce early verification cost.👉 Leave the product model you need samples for, we will arrange sample delivery immediately.

A: Regular samples finished within 1-3 working days, bulk orders delivered in 3-15 days based on quantity, rush order available.Simple general display accessories have higher sample efficiency, while complex special-shaped display tools take no more than 3 working days for sampling. Small bulk stock orders can be delivered directly without waiting. Medium and large customized orders are produced in order. We can arrange priority rush production for urgent orders of store opening and promotional stock preparation to shorten delivery time greatly.👉 Inform your order quantity and delivery deadline, we will calculate the most accurate shipping schedule for you.

A: We support product packaging customization, and can print brand information and design exclusive packaging styles according to customer needs.To help customers build brand image, we support packaging customization services for all categories of products. According to the customer's brand visual image and export needs, we can customize packaging materials, packaging size and packaging printing content (such as brand logo, product description, warning signs, etc.). At the same time, we can provide export-specific packaging with anti-damage and moisture-proof treatment to ensure that the products are intact during long-distance transportation and enhance customer brand recognition.👉 Send your packaging needs and brand logo, get packaging customization plan and quotation quickly.