How can we help you with your order or request?

What exactly is DirectChimp?

DirectChimp (operated by Globalio LLC) is a commercial intermediary / sourcing agent. We help you:

• find suitable manufacturers and suppliers,
• negotiate wholesale prices and terms,
• place the order with the supplier in your name,
• and forward the documents to you for shipping and customs.

We do not act as seller or manufacturer, we do not hold stock and we are not the "importer of record". You always buy directly from the supplier — our role is to help you get there safely and transparently.

For full legal details please see our Terms & Conditions.

How does the ordering process work?

1. You submit a request (inquiry) — usually via ticket or email, with a product link/photo, quantity and destination country.
2. We search and negotiate — we identify suitable manufacturers and negotiate pricing and basic terms on your behalf.
3. You receive an offer — one total amount including supplier price, shipping option (if available) and our commission.
4. You pay DirectChimp — by paying, you confirm the offer and accept our Terms.
5. We place the order — we use your funds to pay the supplier and keep our agreed commission.
6. The supplier ships the goods — directly to your address, under the agreed Incoterms (e.g. DAP, DDP, FOB, CIF).
7. We forward shipping documents — invoices, packing list and transport documents needed for customs (if applicable).

During this process, we communicate with you mainly via the ticket system and email, so you have one place to follow the status of your order.

Where is my order / shipment?

Once the supplier dispatches your goods, you will usually receive:

• a tracking number or shipment reference (if available),
• basic information about the carrier or logistics company,
• estimated delivery time based on the carrier's information.

If you are unsure about the status of your shipment:

• first check the tracking page of the carrier,
• if there is no update for a longer period, contact us via your ticket or at info@directchimp.com and include your order reference,
• we can then contact the supplier to request clarification or an update from their logistics partner.

What if there is a problem with the goods (defect, wrong quantity, etc.)?

All obligations regarding quality, conformity and quantity of the goods are between you and the supplier. DirectChimp does not inspect or test the products.

If there is a problem with the goods, please:

1. document the issue (photos, videos, quantity counts, packaging state),
2. collect all documents (invoice, packing list, transport documents),
3. contact us via your ticket or email with a clear description of the problem and your expectation (replacement, partial refund, etc.).

We can assist you by communicating with the supplier and trying to reach a solution, but we cannot guarantee any specific outcome and we are not liable for the supplier's decisions.

Our commission is usually non-refundable even if the supplier fails to deliver or the goods are defective (see Terms & Conditions).

How are customs, duties and taxes handled?

You are always the importer of record in your country. This means you are responsible for:

• customs declaration and clearance,
• payment of import duties, VAT/GST and other fees,
• checking that your goods are legal and compliant in your country.

If your shipment is not DDP (Delivered Duty Paid), we provide you with documents from the supplier (invoice, packing list, shipping document) so that you or your customs broker can handle the import.

DirectChimp does not communicate with customs authorities on your behalf and is not responsible for customs decisions, delays or additional charges.

How do I start a new request?

The easiest way is to click the main call-to-action on our homepage and open a new ticket with:

• product link or photo,
• estimated quantity,
• destination country,
• preferred delivery deadline (if you have one).

Alternatively, you can send us an email at info@directchimp.com and we will create a ticket for you manually.

How to contact support

For any questions about an existing or planned order, you can contact us here:

• Ticket system: reply directly in your existing ticket so we can see full history.
• Email: info@directchimp.com

Please include your order or ticket ID in the subject line whenever possible. This helps us respond faster and avoid unnecessary back-and-forth.