Frequently Asked Questions
Everything importers ask before placing their first order.
What is the minimum order quantity (MOQ)?+
Our standard MOQ is 1 metric ton (MT) for generic packaging. For custom white-label or branded packaging, the minimum is 3 MT. Sample orders of 5–10 kg are available for quality evaluation.
What payment terms do you accept?+
We typically work on 30% deposit + 70% before shipment (T/T). For established clients (after 3+ orders), we offer 30% deposit + 70% against Bill of Lading. We do not accept PayPal for B2B orders.
How long is the lead time?+
Standard lead time is 14–21 days for existing stock items. For custom sizes or large orders (> 20 MT), allow 21–35 days. Sea freight from Surabaya to GCC is approximately 14 days, to Europe 20–25 days, to USA (West Coast) 20–25 days.
Do you ship worldwide?+
Yes. We have shipped to Saudi Arabia, UAE, Germany, Netherlands, USA, Australia, Turkey, Malaysia, and 10+ other countries. We handle all export documentation and coordinate with freight forwarders. You handle import and customs clearance at your end.
What certifications do your products carry?+
All shipments include: Phytosanitary Certificate (from Indonesian Ministry of Agriculture), Certificate of Origin (KADIN), Fumigation Certificate. Optional upon request: HACCP, ISO 9001, MSDS. Full compliance for EU, GCC, USA, Australia.
Can I order a sample before committing to a large order?+
Yes. We offer evaluation samples of 5–20 kg for a nominal cost (sample + shipping). This is deducted from your first full order if you proceed. Contact us via WhatsApp to request a sample kit.
Do you offer white-label / private label packaging?+
Yes. Minimum 3 MT for custom branded packaging. We can print your brand, logo, and product details on bags. Design approval turnaround is 3–5 days.
What is the shelf life of the charcoal?+
Coconut shell charcoal has an indefinite shelf life when stored in a dry environment. We recommend sealed packaging in a dry warehouse. Avoid humidity > 70% to prevent moisture absorption.
Is your charcoal food-safe?+
Yes. Our charcoal is made from coconut shells with no chemical additives or accelerants. The natural carbonization process leaves no harmful residues. Our premium grade is used in food-service establishments globally.
What is the Incoterms you offer?+
We quote FOB Surabaya as standard. We can also quote CIF (Cost + Insurance + Freight) to major ports in your country. DDP is not offered.