--- title: "Support" url: https://smwrapfilm.com/support/ date: 2026-09-15 modified: 2026-09-15 lang: en author: "" description: "[ux_slider slide_width=\"100%\" bullets=\"false\"] [ux_banner height=\"230.33%\" bg=\"579\" bg_overlay=\"rgba(0, 0, 0, 0.3)\" bg_pos=\"62% 50%\" hover=\"fade-out\" hover_alt=\"blur\"] [text_box width=\"100\" width__sm=\"85\" width__md=\"52\" animate=\"fadeInLeft\" position_x=\"50\" position_x__sm=\"10\" position_x__md=\"5\" position_y=\"15\" position_y__sm=\"70\" text_depth=\"1\"] [ux_text font_size=\"0.85\"] ABOUT  (EXW /..." word_count: 1174 --- # Support ![](https://smwrapfilm.com/wp-content/uploads/2026/08/pexels-nisanth-panicker-1703892518-28399265-450x800.jpg) - # ABOUT  (EXW / FOB Basis) ### This price is for the product unit value only. It does NOT include international freight, shipping, insurance, customs clearance, duties, taxes, or local delivery fees. ###   ### Delivery Term: EXW (Factory) / FOB (Port)   ### The seller is only responsible for preparing and handing over goods at the designated factory or port.   ### All transportation, shipping, customs clearance, and delivery arrangements shall be organized and paid by the buyer independently. ###   ### Risk & Responsibility   ### Once goods leave the seller’s factory or port, all risks including loss, damage, delay, refusal of delivery, unclaimed parcels, and customs issues are borne by the buyer. ###   ### Warranty   ### Limited to manufacturing defects only. No warranty or liability for logistics damage, installation issues, or transportation-related problems. ###   ### Order Confirmation   ### By purchasing, you accept that this is an international trade transaction under EXW/FOB terms, and no refunds will be issued for logistics or delivery-related reasons. # Logistics & Shipping Information   ### This page provides public contact information of international shipping lines, freight forwarders, and courier companies for buyer’s reference only. ###   ### Important Notes: ###   - ### The seller does not provide logistics services, does not arrange shipment, and does not collect any shipping fees. - ### All transportation, freight, customs clearance, tracking, and delivery issues are the sole responsibility of the buyer and the chosen logistics provider. - ### The seller shall not be liable for any delay, damage, loss, refusal of delivery, unclaimed packages, or customs problems caused during transportation. - ### The buyer is free to choose any logistics company and shall bear all corresponding risks and costs. ###   ### This information is for reference only and does not constitute a transportation service contract. ## Refund & Shipping Policy #### All products sold on this website are EXW (Ex-Works) / FOB (Free On Board) basis only. The price displayed is product cost only, and does NOT include international shipping, freight, insurance, customs clearance, duties, taxes, local delivery or any other logistics-related charges. ####           Delivery & Risk Transfer ####           Seller’s responsibility ends once goods are handed over to the port or carrier designated by the buyer. All risks including loss, damage, delay, non-delivery, misdelivery, refusal of delivery, unclaimed packages, customs issues, and transportation accidents shall be borne solely by the buyer after goods leave the seller’s premises. ####             Refund Policy #### Refunds are only accepted for verified manufacturing defects with sufficient photo/video evidence provided by the buyer. - #### No refunds will be approved for reasons including but not limited to: change of mind, wrong address, unclaimed packages, delivery delay, logistics damage, refusal of acceptance, customs clearance issues, or any transportation-related problems. - #### Shipping, logistics, and return costs are the buyer’s sole responsibility if a return is approved. - #### Logistics Information #### Any logistics service, shipping company, or freight forwarder information provided on this website is 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 any logistics services. #### Final Agreement #### By placing an order, the buyer confirms that they have read, understood, and agreed to all terms stated above. [ Learn more ](https://smwrapfilm.com/contact-us/) ## Frequently Asked Questions Answers to the questions wholesale buyers ask most. Anything not covered here? [Contact us](/contact-us/) — replies 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 8 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. ## Warranty & After-Sales ## Coverage By Product 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 | ## Claims Process - 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. ## Installation Requirements 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. ## Not Covered - 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](/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.