Frequently Asked Questions
This section provides answers to common questions regarding our export-quality charcoal products, ordering process, payment, shipping, and our commitment to sustainability.
1. Payment
Q1: What payment methods do you accept for export orders? A1: For our export orders, we primarily use a secure combined payment scheme: 50% advance payment via Telegraphic Transfer (T/T), followed by the remaining 50% via an irrevocable Letter of Credit (L/C). Additionally, for your convenience, we also accept payments via cryptocurrency such as USDT (Tether) or USDC (USD Coin), which can be arranged through a separate agreement. Our bank and crypto wallet details will be provided in the proforma invoice.
Q2: How does the 50% T/T (advance) and 50% L/C (final) payment scheme work? A2: Yes, an advance payment of 50% of the total order value is required via T/T to confirm your order and initiate production or preparation of your goods. The remaining 50% is then covered by an irrevocable Letter of Credit (L/C). This L/C will be activated and paid once the goods are loaded onto the vessel and all required shipping documents have been submitted by us and confirmed compliant by the bank. This ensures payment is only made after your goods are ready to sail. For cryptocurrency payments, the advance and final payment structure will be outlined in a separate agreement.
Q3: Are the prices you provide all-inclusive? A3: The prices we quote will clearly state the Incoterms (e.g., FOB, CIF, CFR) included, so you can understand the cost components covered. Additional costs such as import duties, taxes in the destination country, and other local charges are the responsibility of the buyer, unless otherwise specified in the Incoterms.
2. Shipping & Logistics
Q4: Where can you ship your products? A4: We have global sea shipping capabilities and can deliver our products to most major ports worldwide via container vessels. All shipments originate from Semarang, Indonesia. Please provide your destination port so we can confirm feasibility and provide an accurate shipping quotation.
Q5: What is the lead time for orders? A5: Our standard lead time varies depending on the order volume and product availability. Generally, it takes 14-21 working days after advance payment confirmation for a single 20-foot or 40-foot container. For larger volumes, we will provide an adjusted estimated time.
Q6: How are products packaged for export shipping? A6: Our products are packaged with durable, high-quality materials suitable for international shipping. This includes PP woven bags, jumbo bags (500kg-1 Ton), or custom packaging such as premium cardboard boxes. All packaging is designed to protect the product from moisture and damage during transit.
Q7: What shipping documents will you provide? A7: We will provide all necessary shipping documents, including Bill of Lading (BL), Commercial Invoice, Packing List, Certificate of Origin (COO), and Fumigation Certificate if required. Additional certificates (e.g., Quality Certificate, Lab Test Report) can be provided upon request.
3. Quality & Products
Q8: What makes your charcoal export quality? A8: Our export quality is achieved through careful raw material selection, strictly controlled carbonization processes, and rigorous quality control at every stage of production. Our products are 100% Natural from Indonesia. Our products are tested to ensure they meet or exceed international standards for fixed carbon, ash content, moisture content, and calorific value.
Q9: Are independent laboratory test reports available for your products? A9: Yes, we can provide independent laboratory test reports (such as from SUCOFINDO or other reputable institutions) for the technical specifications of our products upon request. This ensures full transparency regarding the quality of our products.
Q10: How do you ensure quality consistency across production batches? A10: We implement a strict quality control system, including raw material testing, real-time carbonization process monitoring, and extensive final product testing. Each batch undergoes meticulous inspection and testing before packaging and shipment to ensure consistency and adherence to agreed specifications.
Q11: Do you have Technical Data Sheets (TDS) for each product? A11: Yes, detailed Technical Data Sheets (TDS) outlining all product specifications and characteristics are available for each grade of our charcoal. Please contact our sales team to request them.
Q12: What is the difference between your shisha, restaurant, and industrial grade charcoal? A12: Our products are for discerning shisha lounges, BBQ masters, and industrial applications - offering intense heat, long burning, and minimal ash.
Shisha Grade: Ultra-low ash coconut shell briquettes, smokeless, odorless, and with a very long burning time, specifically designed for a pure shisha experience. These can be in Cube Premium or Hexagonal Premium shapes.
Restaurant Grade: High-heat, consistent-burning hardwood lump charcoal or coconut shell briquettes with minimal smoke, ideal for professional culinary use. This includes Hexagonal Shape BBQ briquettes.
Industrial Grade: High-carbon charcoal with very low impurities (sulfur, phosphorus), suitable as a reducing agent or efficient fuel in metallurgical and chemical processes. This includes Finger Shape BBQ & Industrial briquettes.
Q13: Are your products 100% natural and chemical-free? A13: Yes, all our products are made from natural raw materials (coconut shells or selected hardwoods). For briquettes, we use natural food-grade binders. Our products are free from harmful chemicals.
4. Ordering
Q14: What is your Minimum Order Quantity (MOQ)? A14: Our standard MOQ is one 20-foot container. The MOQ may vary depending on the product type and packaging. Please contact our sales team for specific details.
Q15: Can I request samples before placing a large order? A15: Yes, we can provide samples of our products. Sample and shipping costs will be borne by the buyer. Please contact us to arrange sample delivery.
Q16: What is the step-by-step ordering process? A16: Our ordering process typically includes:
Inquiry & Quotation: You submit your requirements, and we provide a quotation.
Order Confirmation & Contract: Once prices are agreed upon, a purchase contract/proforma invoice is issued.
Advance Payment (T/T): Advance payment (50% via T/T) is made to confirm the order and commence production.
Production & Quality Control: We manufacture your order while maintaining strict quality standards.
Pre-Shipment Inspection (optional): Third-party inspection can be arranged at your cost.
Balance Payment (L/C) & Shipment: The remaining 50% payment is covered by the L/C upon submission of shipping documents, and we arrange shipment from Semarang, Indonesia to your destination port.
Documents & Tracking: Essential shipping documents are sent, and we provide tracking updates.
Q17: Do you offer private labeling or custom packaging? A17: Yes, we offer private labeling options and custom packaging solutions to meet your specific brand requirements. This includes bag design, logo printing, and various packaging sizes.
5. Sustainability
Q18: How do you ensure sustainability in your production process? A18: We are committed to sustainable practices by exclusively using coconut shells as an agricultural byproduct, reducing waste, and preventing deforestation. Our carbonization processes are designed to be as energy-efficient as possible.
Q19: Do you have certifications related to sustainability or environmental standards? A19: We are actively committed to environmentally friendly practices throughout our production chain and adhere to strict internal quality and environmental guidelines.
6. General
Q20: How can I contact your sales team? A20: You can contact our sales team via phone, email, or by filling out the inquiry form on our website. Full contact details are available in the "Contact Us" section.
Q21: Do you provide after-sales support? A21: We are committed to customer satisfaction and provide comprehensive after-sales support to ensure a smooth experience from order to delivery and beyond.
Q22: What is your policy regarding product claims, returns, or quality discrepancies after delivery? A22: We are dedicated to delivering high-quality products. In the event of any product claims, the need for returns, or quality discrepancies upon delivery, please notify us in writing within 3 days of receiving the shipment. Please include detailed supporting evidence (photos, third-party inspection reports if available, and specific details of the issue). We will investigate the matter promptly and thoroughly to determine the cause and work collaboratively with you to find a satisfactory resolution, which may include replacement, credit, or other agreed-upon remedies as per our terms and conditions.
