1. Service Content: Shanhe LLC provides one-stop cross-border services for plastic products and related commodities to global customers, including product supply, customized production, full-order follow-up, logistics solution docking, and after-sales support. Product lines cover supermarket & mall eco-friendly packaging (compostable biodegradable shopping bags, food packaging), household daily necessities (biodegradable garbage bags, storage containers), industrial supporting parts (customized plastic accessories, engineering plastic components), etc. We support personalized needs such as specification adjustment, logo printing, material replacement, and functional customization (specific customization scope, feasibility, and related fees are subject to order confirmation). Additionally, value-added services such as real-time order progress inquiry, customs clearance document assistance, and logistics tracking are provided.​

2. Order Confirmation: Customers may initiate cooperation through online ordering on the official website, email communication, written contracts, or other methods. An order shall take effect upon confirmation by both parties of core information including product specifications, quantity, price, delivery cycle, transportation method, and payment terms. Once an order is confirmed, neither party may modify it without the written consent of both parties; if a customer needs to change order content (e.g., increase/decrease quantity, adjust specifications, modify delivery date), such a request must be made before production starts, and the customer shall bear additional costs such as material waste, rework fees, and expedited fees incurred thereby, as well as potential delivery delay liabilities. If production has already started and the customer unilaterally cancels the order, a liquidated damages of 30% of the total order amount shall be paid (to compensate for production cost losses).​

3. Product Quality: All products provided by us comply with international quality standards (e.g., relevant ISO certifications) and the technical parameters and environmental requirements agreed in the order (e.g., compliance of compostable products). Before shipment, products undergo strict multi-inspection processes including appearance inspection, dimension measurement, and performance testing. Inspection reports can be provided upon customer request. After receiving the goods, the customer shall complete preliminary acceptance within 7 working days. If any issues such as non-conforming product quality, incorrect specifications, short quantity, or damaged packaging are found, a written objection must be raised within the acceptance period, accompanied by relevant evidence such as clear photos, videos, and packing lists; failure to raise an objection within the time limit shall be deemed as the products being delivered in conformity with requirements. For products that cannot be used normally due to inherent quality defects, we will provide free replacement, replenishment, repair, or refund services based on actual circumstances. We shall not be liable for damages caused by non-quality factors such as improper use by the customer, non-compliant storage conditions (e.g., high temperature, humidity), or unauthorized product modification by the customer, but paid repair or replacement services can be provided.​

4. Payment and Delivery: Supported payment methods include Telegraphic Transfer (TT), Letter of Credit (L/C), PayPal, etc. (specifically subject to order confirmation). Payment terms are divided into advance payment (full payment or 30%-50% advance payment upon order confirmation, with the balance paid before shipment) and monthly settlement (only applicable to long-term cooperative customers who need to sign a monthly settlement agreement). The customer shall pay the full amount of goods on time. For late payment, a liquidated damages of 0.05% of the unpaid amount per day shall be paid. If the delay exceeds 15 days, we have the right to suspend shipment, halt subsequent order processing, or terminate the agreement, and require the customer to bear the incurred costs and liquidated damages (maximum not exceeding 10% of the unpaid amount). Delivery is marked by the shipment of goods. After we complete the transportation entrustment and provide the waybill number as agreed, the delivery obligation shall be deemed fulfilled. Risks and losses during transportation shall be implemented in accordance with the agreement of both parties or the “Shipping Terms”; if “door-to-door” service is agreed, risks shall be transferred after the customer or the designated consignee signs for the goods.​

5. Customization Service: When a customer submits a customization request, clear and compliant technical parameters, design drawings, samples, or detailed description documents must be provided to ensure the customization requirements are clear and feasible. We will provide a customization plan evaluation and quotation (including sample fee, production cycle, and minimum order quantity) within 3 working days after receiving the materials. After the customer confirms the quotation and pays the sample fee, we will start sample production. The sample production cycle is generally 7-15 working days (which can be extended through negotiation for complex customization). Mass production can only be initiated after the sample is confirmed in writing by the customer (including electronic confirmation); if the customer is dissatisfied with the sample, modification opinions can be put forward, and we will provide 1-2 free modified samples (additional sample fees shall be paid for exceeding the number of times). Customized products are non-returnable or non-refundable unless due to quality issues. If the product fails to meet expectations due to incorrect information, unclear description provided by the customer, or mid-term changes to requirements, the customer shall bear full responsibility. We can assist in providing rectification plans, with relevant fees borne by the customer.​

6. After-Sales Service: The after-sales service period is 3 months from the date of product delivery, covering issues related to product production quality. If the customer encounters any problems during use, feedback can be submitted via email, phone, or online customer service on the official website. We will respond within 2 working days and provide a clear solution within 7 working days: replacement, replenishment, or refund can be selected for quality issues; professional guidance is provided for usage questions; assistance in docking with the carrier is offered for logistics-related issues. For long-term cooperative customers, exclusive services such as extended warranty period, priority order processing, and customized after-sales plans can be provided. If the customer requires on-site inspection or technical support from our staff, relevant travel and service fees shall be borne by the customer, with specific amounts determined through advance negotiation.​

7. Intellectual Property Rights: We own the intellectual property rights related to product production technology, basic design schemes, production processes, brand logos, etc. Without our prior written permission, the customer shall not arbitrarily copy, disseminate, transfer, or use them for non-cooperative commercial purposes. The exclusive designs involved in customized products provided by the customer (e.g., customer-provided logos, exclusive shapes, unique functional schemes) shall be owned by the customer. However, the customer shall ensure that the provided design materials do not infringe upon any third party’s intellectual property rights such as trademark rights, copyrights, and patent rights. If legal disputes or third-party claims arise therefrom, the customer shall bear full responsibility and losses (including the joint and several losses suffered by us). The ownership of new designs and new technological achievements generated during the cooperation between both parties shall be separately agreed upon by both parties.​

8. Confidentiality and Data Security: Both parties shall assume confidentiality obligations for each other’s trade secrets (e.g., price systems, customer information, production processes, design schemes) and sensitive data (e.g., order information, contact details) obtained during the cooperation, and shall not disclose them to any third party without authorization. We will adopt measures such as encrypted storage and access permission control to protect the security of customer information, and will not arbitrarily use customer information for purposes other than cooperation. The data retention period follows the principle of “necessity and minimality”. After the termination of cooperation, relevant information will be legally deleted or anonymized (except as required to be retained by laws and regulations).​

9. Exemption Clauses: We shall not be liable for breach of contract if we are unable to perform the service obligations on time due to force majeure (e.g., natural disasters, wars, epidemics, international air route controls, policy adjustments), supply chain disruptions (e.g., raw material shortages, factory shutdowns), customer reasons (e.g., incorrect information provided, late payment, failure to cooperate with customs clearance or take delivery of goods in a timely manner), or third-party factors (e.g., logistics service provider delays, customs inspections, port congestion). However, we shall notify the customer within 24 hours after the occurrence of the event, explain the situation and expected impact, and provide necessary assistance (e.g., supplementary supporting documents, logistics plan adjustments).​

10. Dispute Resolution: The signing, performance, interpretation, and dispute resolution of this Agreement shall be governed by the laws of the People’s Republic of China, while taking into account the relevant laws and regulations of the destination country/region (e.g., relevant EU trade regulations, U.S. commercial laws). Any disputes or controversies arising from this Agreement between both parties shall first be resolved through friendly negotiation (negotiation period is 30 natural days); if negotiation fails, either party has the right to file a lawsuit with the competent people’s court at our place of registration (Hilliard, Ohio, USA) or submit the dispute to the China International Economic and Trade Arbitration Commission (CIETAC) for arbitration in accordance with the prior agreement of both parties (arbitration place is Beijing, and the arbitration language is Chinese or English).​

Note: The above is a core summary of the Service Agreement. For detailed agreements on rights and responsibilities, customization process rules, after-sales operation specifications, confidentiality clauses, etc., please refer to the complete “Service Agreement”; if you have any questions, you can contact us via email at support@shanhe.us, phone at 1-323-521-9121, or online customer service on the official website. We will give a clear reply within 1-3 working days.​