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 — 28 questions — into one readable page, grouped by topic. Tap a question to open its answer. 28 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 10 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 Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ Do you offer annual display refresh programmes and repeat-order scheduling? Yes — we run annual refresh calendars with reserved production slots and scheduled repeat production, so seasonal displays ship on your campaign dates rather than around them. Share your campaign dates and we will return a production calendar. Read the full answer in the Service FAQ How do you handle rush orders for an urgent store opening date? We run a documented fast-track path: stock items dispatch in 24 to 48 hours, and custom units go on a compressed sampling and production plan with air freight where the date demands it. Send us the opening date and we will confirm what can arrive in time. Read the full answer in the Service FAQ What is the process for scaling a proven display from one pilot store to a full chain rollout? Lock the pilot specification, freeze a golden sample, then release in store clusters with site checks and a spare-parts ratio built into the plan. Share the store count and we will phase the rollout. Read the full answer in the Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ 3. Customization, Design, Pricing and Packaging Support 10 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 Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ 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 Service FAQ Can you work from our own drawings, CAD or 3D files, or an existing sample? Yes — we accept 2D drawings, STEP/IGES 3D files, hand sketches and physical samples, and we confirm manufacturability before quoting. Send the drawing or a sample photo and we will run a manufacturability review. Read the full answer in the Service FAQ Can you supply a mixed container combining several display SKUs? Yes — mixed containers and consolidated LCL shipments are standard. We calculate the loading plan so the container is filled and cartons arrive in store order; send your SKU list and quantities. Read the full answer in the Service FAQ 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:The pilot proves the concept; the rollout needs a frozen specification. Once a store has run the display for a normal trading cycle, we lock the spec, freeze a golden sample and release production in store clusters rather than all at once. 1 pilot cycleBefore the freeze Golden sampleThe rollout reference Phased clustersNever one big-bang release Six-step rollout sequence 1Pilot run — one or two stores, a full trading cycle, with store feedback captured on a short fixed form. 2Specification freeze — agree the final design, material, colour and hardware; no changes after this point without a version bump. 3Golden sample — one approved unit kept by both sides as the physical standard for every later run. 4Cluster release — ship by cluster or region so installation issues surface on a small batch, not across the chain. 5Site checks — confirm ceiling height, wall type and aisle width per store before each cluster ships. 6Steady state — repeat runs from the frozen spec, with an aging review after the first full year. Include spares in the rollout quantity Chains that order exactly one unit per store usually end up short when a single store damages a part during a busy week. Add roughly 3 to 5 percent spare units per cluster, and keep the small consumable parts — clips, feet, price tag strips — stocked separately. Browse the full POP/POS range that chain rollouts draw from. Browse the Full Range

A:Yes, with a clear split: if the item exists in stock it can ship in 24 to 48 hours after payment confirmation; if it must be made, we compress the schedule and tell you honestly which milestone is the binding constraint. 24–48 hStock dispatch Air freightWhen sea transit is too slow Milestone planFixed dates, fixed owners The fast-track path 1Day 0 — you send the target in-store date and the non-negotiable items; we confirm feasibility the same working day. 2Sampling is compressed or, where the design allows, replaced by a digital approval plus a single pre-production unit. 3Production is scheduled with a named production slot rather than a queue position. 4Shipping mode is chosen from the date: sea if it clears, air or expedited rail if it does not. Indicative timeline by route RouteProductionTransit Standard in-stock itemNone7–15 days dispatch Custom, standard lead time25–35 daysSea freight Custom, fast-trackCompressed, agreed milestone planAir freight What rush orders cannot fix A rush order cannot fix an unapproved design. If the artwork, colour or dimensions are still moving, the fastest option is usually to ship approved stock items now for the opening and add the custom units in a second wave — we will say so if that is the better route. Opening date fixed? Send it and we will confirm what can arrive in time. Check My Deadline

A:Yes. Retail display demand is seasonal, so the useful service is not a price list but a production calendar: we agree your campaign dates, work backwards to production and shipping windows, and reserve capacity for the repeat runs. 4–12 monthsPlanning horizon Reserved slotsFor repeat runs Same specMaterial kept on file What a refresh programme includes A shared calendar covering campaign dates, design freeze, sample approval, production and sailing windows. Reserved production capacity so spring and holiday season orders do not queue behind unrelated work. Specification and material kept on file, so repeat runs do not re-negotiate colour, thickness or hardware. Aging review once a year — which fixtures survived, which need structural revision before the next run. When to start planning For a seasonal campaign, start four to six months before the in-store date: roughly 30 days for design, 30 to 90 days for sampling, 25 to 35 days for custom production, plus sea transit. Starting later usually means air freight or a simpler design. See the latest arrivals we release for seasonal display refreshes. See New Arrivals

A:Yes, this is routine. A single display programme often needs four or five different fixtures across a store, so we plan one loading scheme that combines them — and we sequence the cartons to match your rollout order. FCL / LCLBoth available 1 loading planFor the whole mix Store-sequencedCarton labelling How we build a mixed shipment One consolidated packing list across all SKUs, with carton dimensions, weights and CBM per line. A loading plan that fills the container properly — mixing flat-packed and assembled items is a geometry question, not an assumption. Cartons marked by store, phase or SKU code so unloading follows your rollout sequence. Photos of the loaded container before sealing, so you can verify the load before it sails. Where the savings come from Mixing SKUs almost always beats shipping them separately, but only if packaging is designed for it. Flat-pack where you can, keep assembled items to the minimum needed for the display to arrive sell-ready, and consolidate parts of one fixture into a single carton. Download the product catalog to build your mixed-SKU list. Download the Catalog

A:Yes — drawings, CAD models, sketches or an existing sample are all workable starting points. What matters most is that we review manufacturability before the quote, so the price you receive is the price the part can actually be made at. PDF / DWG2D drawings accepted STEP / IGES3D formats accepted DFM reviewBefore quoting How a file-based project runs 1You send files or a sample and tell us the target market, quantity and any compliance requirement. 2We run a manufacturability review — wall thickness, bend radii, tooling, assembly sequence — and flag changes if needed. 3You receive a quotation with the design feedback; changes are agreed before sampling. 4We produce a functional sample for physical approval, then move to mass production. What helps us quote faster A dimensioned drawing beats a rendered image every time — tolerances and material grades are what we price. If you only have a physical sample, send photos with a ruler next to it plus a weight. State the intended material; if you are unsure, we will recommend one and price the alternatives. One thing to expect If your existing sample was made for a different manufacturing method, a direct copy may quote higher than the original. We will tell you which features drive the cost and offer a close-match alternative — a small design change often saves a meaningful percentage. Send your drawing or sample photo for a manufacturability review. Start a DFM Review

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.