Procurement Basics

A: We are manufacturer for wheelchair,commode,walking aids and hospital bed certified by SGS. What is more, we provide R&D service for customers to develop new products. We can design, open mould to customized products for customers worldwide. Also we have a team who understand international rules well who can satisfy the needs of customers. We help customers manufacturer rehabilitation products based on the requirement of customers. Also, we carry strict quality system to ensure that we have very low defect rate (normally less than 0.2%) for mass production. Furthermore, Topmedi quality management systems and product performance have been verified and audited by world-renowned third-party agencies including BV, TUV, UKAS, and SGS, ensuring our products meet stringent international safety and medical standards.

A: We focus on exporting medical rehabilitation aids such as manual wheelchairs, electric wheelchairs, walkers, crutches, commode chairs, and hospital beds.

A: We provide OEM (OEM labeling production) and ODM (customized design) services, supporting personalized customization of product specifications, appearance, functions, and packaging to meet customers' local market needs.

A: We offer flexible trade terms to suit your logistics needs, including EXW, FOB, CIF, and CFR. We can discuss the most convenient option for your business.

A: We provide flexible business policies to support customers of different scales: Minimum Order Quantity (MOQ): Manual Series (Wheelchairs/Walkers/Crutches, etc.): Starting from 100 units.
Electric/Large-Scale Series (Electric Wheelchairs/Hospital Beds): Starting from 10 units. Note: For initial cooperation or sample orders, small trial orders can be applied for, which will be determined through negotiation between both parties.
Product Quotation: Tiered quotations are provided based on purchase volume, customization requirements and configurations. The larger the order quantity, the more competitive the unit price.
Payment Terms: Regular T/T: 30% deposit, and the balance shall be paid against Copy of B/L (or paid before delivery). Letter of Credit (L/C): Sight L/C settlement is supported for special orders.

A: We are committed to growing together with our customers. We will evaluate the customer's sincerity and experience, jointly determine the appropriate quantity, and support the customer to get started first.

A: Samples are available for quality evaluation if we have ready parts in stock. We ask customers to cover the sample cost and the freight initially (under EXW terms). This allows you to verify the quality firsthand before placing a bulk order.

A: Generally, our lead time is 30 to 45 working days after receiving the advance payment. The specific delivery time depends on the order quantity and the specific items. We always strive to meet our customers’ deadlines and can communicate urgent requests.

A: The company has passed the ISO 13485 medical quality system certification. All products undergo strict quality inspection (appearance, performance, safety testing) before leaving the factory, with quality inspection reports issued. Products have obtained core international certifications such as CE MDR, ISO7176, EN12183, EN12184, and MDMA. We can provide corresponding compliance documents according to the customer's target market to ensure they meet local medical standards and customs clearance requirements.

A: Our electric wheelchairs are available with lead-acid battery or lithium battery configurations, with a standard battery life of 10-35km (capacity customization is supported). The battery pack has built-in multiple safety protection circuits, with overcharge, over-discharge, short-circuit and overheating protection functions to ensure the safety and stability of daily use. For cross-border transportation, we strictly implement international safety standards: Lithium Battery Version: Transported with the battery built into the vehicle. The outer packaging will be marked with UN3556 label, and declared and shipped in strict accordance with the Class 9 dangerous goods process. Lead-Acid Battery Version: With complete MSDS certification. According to Special Provision 238 (SP238) of international transportation regulations, it can be handled as non-restricted goods (general goods). We will be responsible for arranging compliant logistics and assisting in handling customs clearance procedures to ensure the safe delivery of goods.

A: 3.provide a comprehensive after-sales guarantee system, and the specific quality assurance plan is as follows:
I.Warranty Period (for core components): Electric Series: 1-year warranty for motors and controllers; 6-month warranty for batteries. Manual and Other Series: 1-year warranty is provided for manual wheelchairs, walkers, crutches, commode chairs, hospital beds, etc.
II.Quality Problem Handling Process: Remote Diagnosis: Please provide photos or videos of the faulty part. Our technical team will respond within one working day, analyze the cause and provide targeted solutions within three working days. Within the Warranty Period: For non-human-induced quality problems, we will provide free replacement parts. After the Warranty Period: We provide lifelong parts supply and remote technical guidance. At this time, the customer needs to bear the cost of parts and transportation fees.
III. Flexible Logistics Support: To help you save logistics costs, warranty parts can be sent in the following two ways: Emergency Handling: Sent directly to your designated address by international courier (DHL/FedEx/UPS). Sent with the Next Order: The parts will be sent together with your next bulk container to achieve zero-cost supply.

A: Our delivery time is divided into two parts: production cycle and logistics time, which are as follows: I. Production Cycle (calculated from receipt of deposit and confirmed drawings): Sample Orders: Regular best-selling standard models: 7-15 days (no customization requirements). Customized samples: Determined according to specific modification requirements. Bulk Orders: Regular standard models: About 35-45 working days. Electric and customized models (OEM/ODM): About 45-60 working days. II. Logistics Time (reference time): Seafreight: 30-45 days for Europe and the US; 7-15 days for Southeast Asia. Airfreight: 5-10 days for Europe and the US; 2-5 days for Southeast Asia. III. Logistics Solutions: You can designate a freight forwarder for warehousing, or we can recommend high-quality long-term cooperative freight forwarders to provide you with diversified logistics solutions such as port-to-port, double customs clearance, and door-to-door (DDP).

A: We are responsible for domestic customs declaration and export-related procedures; customers are responsible for destination country customs clearance and customs clearance-related costs (tariffs, value-added tax, etc.). We will provide complete customs clearance documents (certification reports, certificate of origin, etc.) to assist customers in smooth customs clearance; if there are special customs clearance needs, they can be communicated and negotiated in advance.

A: We will purchase transportation insurance for the goods. If the goods are damaged or lost during transportation, we will assist the customer in filing a claim with the insurance company with the logistics damage certificate and insurance policy. At the same time, we will negotiate to reissue the goods or refund the corresponding payment according to the customer's needs to protect the customer's rights and interests.

A: We stand firmly behind the quality of our TOPMEDI products. Each product is backed by a one-year warranty from the date of purchase. During this period, we provide free replacement parts for any non-human-induced damage to ensure your device functions properly.In addition to the warranty, we offer comprehensive support including online technical support​ for troubleshooting and usage guidance, remote assistance​ for issue diagnosis where applicable, and professional repair services performed by qualified technicians. We are committed to a timely response to service requests, aiming to address general faults promptly. Please retain your purchase invoice for service claims. Note that the warranty does not cover damages from improper use, unauthorized modifications, or accidents. If you require assistance or need to request a replacement, please contact our support team with your product details and proof of purchase.

A: We provide you with a full-process transparent progress feedback system to ensure that you can grasp the order dynamics in real time even overseas: Phase 1: Pre-production Detail Confirmation Before the order goes online, we will confirm all production details with you, including customization plan, product labels, shipping marks and Logo printing effect drawings. Phase 2: Production Progress Visualization After the order enters the production line, we will synchronize the production progress for you through on-site videos or real-time photos, allowing you to intuitively understand the product assembly process. Phase 3: Finished Product Acceptance and Quality Inspection After production is completed, we will provide you with finished product bulk photos, packaging detail photos and official quality inspection reports to ensure that the bulk quality meets the standards. Phase 4: Logistics Shipment Notification When the goods leave the factory, we will synchronize the container loading video, booking information and the latest logistics tracking progress for you. Service Commitment: Your exclusive contact person will provide regular feedback 1-2 times a week to ensure real-time and efficient information communication.

A: Customization process: Customer provides customization needs (specifications, functions, appearance, packaging) → We issue customization plan and quotation → Customer confirms the plan → Signs supplementary customization agreement → R&D Department/Production Department promotes customized production → Quality inspection and delivery. The customization cycle will be additionally extended by 5-15 days according to the difficulty of customization.

A: Yes, there are long-term cooperation discounts. Customers with continuous procurement can enjoy benefits such as tiered quotations, priority production, priority delivery, and free sample updates. At the same time, we provide lifelong parts supply, after-sales maintenance technical support, and market dynamics sharing (such as local compliance policies and product demand trends) to help customers expand the market.

A: Regular export packaging: Five-layer or seven-layer corrugated cartons + pearl cotton lining, waterproof, anti-collision, and wear-resistant, marked with English product information, certification labels, and fragile/moisture-proof warnings, suitable for international seafreight/airfreight. Customized packaging is available, supporting printing of customer logos, local language instructions, and exclusive packaging sizes to meet customers' brand promotion and local market packaging requirements. The customization plan and additional costs for customized packaging need to be confirmed in advance.

A: Please inform us of your target market (specific country/region). We will provide corresponding certification documents and product parameters combined with local import policies and medical product access requirements to assist you in verifying the access standards. Regarding tariffs, we can provide product HS codes; you can query the specific tariff rate through the local customs, or we can assist you in contacting a professional customs clearance agency to confirm the relevant costs.

A: Completely consistent. Samples and mass-produced products adopt the same production line, the same raw materials, and the same quality inspection standards. During mass production, we will randomly inspect 10%-15% of the products (consistent with the sample inspection items) and issue a batch quality inspection report. At the same time, we can arrange for customers to remotely view the production process or send small samples of mass-produced products for secondary confirmation to ensure uniform quality. In addition, to ensure a closed quality loop, we provide the following multiple verification plans: Bulk First Sample Confirmation: In the early stage of mass production, we can send the first bulk sample for your secondary confirmation to ensure it meets your expectations before large-scale production. Third-Party Professional Inspection: We support and cooperate with third-party inspection companies (such as SGS, Intertek, etc.) to conduct initial, mid-term or final inspections, and provide you with detailed official inspection reports. Full-Process Transparency: During the production process, we can synchronize the production dynamics in real time through videos or photos to achieve quality visualization.

A: Our regular payment method is 30%-50% deposit, and the balance is paid before shipment. (TOPMEDI can accept 30% deposit for regular orders, and 50% deposit is required for customized models).
For large VIP customers, the payment method can be negotiated. We are willing to support sincere large-scale cooperative customers. For large-value procurement orders, we can provide the following flexible payment plans according to your cooperative credit record and order volume: Plan A: Mainstream Flexible Plan Pay 30% deposit in advance, and the balance can be paid against Copy of B/L after container loading, or paid before the goods arrive at the port (this payment term is only for large customers with good credit).
Plan B: L/C Guarantee Plan (L/C) L/C settlement is supported: Pay 30% deposit in advance, and the remaining payment is settled through sight L/C, which is paid after submitting qualified documents. Note: All special payment plans need to be confirmed by both parties signing a supplementary agreement to ensure the safety and compliance of the transaction.

A: Process: Customer submits parts demand/maintenance application (indicating product model, fault description, and required parts) → After we confirm the demand, we immediately arrange parts stock-up or maintenance plan → Parts are sent by international courier (DHL/FedEx); remote technical guidance can be provided for maintenance; Time limit: Regular parts are sent within 5-10 days, emergency parts within 3-5 days, and remote maintenance guidance responds within 24 hours.

A: Yes, as a formal medical rehabilitation products export enterprise, we have the qualification to import and export medical devices. We will provide customers with complete documents related to export customs declaration. In addition, we are registered in many countries and our products have the qualification to enter more than 80 countries and regions such as Europe, South America, the Middle East, Asia, and Australia. We can help customers with the whole supply chain service from initially finding products to delivering goods to the customer's designated warehouse.

A: Material Prepared, Not Put into Production Stage: * General Parts: If only general raw materials have been prepared, we still support free adjustment. Customized Parts: If the purchase of customized parts (such as special color frames, packaging materials printed with LOGO) has been completed, the customer needs to bear the cost of these customized materials when adjusting. Production Started Stage: Unlaunched Part: Adjustment or increase/decrease can still be negotiated. Launched/Completed Part: Adjustment cannot be revoked. We will calculate the actual costs incurred and negotiate the handling plan with you (such as: retained as inventory, settled at a discount, or offset in batches in subsequent orders) to try our best to reduce your losses. Core Principle: The earlier the adjustment, the lower the cost. Once there is a need for change, please contact your contact person as soon as possible.

A: We have the capacity for large-scale mass production and delivery of wheelchairs, crutches, walkers and hospital beds. Based on our current professional production lines and complete supply chain system, our monthly supply of manual wheelchairs exceeds 50,000 units, electric wheelchairs exceeds 10,000 units, and hospital beds exceeds 10,000 units. We also have a record of delivering a full container of high-difficulty manual wheelchairs to South American customers in 12 days. We can fully guarantee long-term bulk supply needs without supply interruption or delayed delivery. We have rich international cooperation cases, having established long-term cooperation with distributors and medical institutions in more than 80 countries/regions such as the EU, the US, Australia, and Southeast Asia. We can provide cooperation references for the corresponding regions according to customer needs.

A: Absolutely. We support new customers to place small trial orders to reduce the risk of the first cooperation. The MOQ for trial orders can be flexibly adjusted: 50 units/sets for basic models such as manual wheelchairs and walkers, 30 units/pieces for electric wheelchairs and hospital beds. The quotation for trial orders is basically the same as the bulk quotation; only because of the small purchase quantity, tiered discounts are not available. The trial order process is the same as the regular order, also providing complete certification, quality inspection, and logistics services.

A: Yes, we can. Bilingual English-Chinese manuals, installation guides, and maintenance manuals are provided as standard. If customers need other languages (such as German, French, Spanish, etc.), please inform us in advance, and we will translate and produce them for free. At the same time, we can provide all product compliance-related documents (certification reports, test data, etc.) to assist customers in completing the product filing and access process in the local market, reducing customers' market access costs.

A: We warmly welcome customers to visit our company, and we will fully cooperate with the arrangement. Customers can inform us of the visit time, number of people, and key concerns (production, quality inspection, R&D, etc.) 1-2 weeks in advance. We will arrange an exclusive receptionist to accompany the visit to the production workshop and quality inspection center throughout the process, explain the production process and quality control standards, and on-site display the entire product production and testing process. At the same time, we can provide catering and accommodation assistance, and arrange visits to the Canton Tower and local scenic spots in Guangzhou and Foshan after the negotiation to ensure a smooth visit.

A: After receiving the goods, if the customer finds that the product specifications and quantity are inconsistent with the order agreement, they need to provide proof such as goods photos, packing list, and discrepancy description within 7 working days after receipt. We will verify the situation as soon as possible. If it is our responsibility, we will reissue the discrepant products to the customer for free or refund the corresponding payment, and bear the resulting international logistics costs without adding any loss to the customer.

A: Yes, we implement a strict overseas market regional protection policy. When cooperating with customers, we will clearly agree on the cooperation region (specific country/region/city). No other distributors will be developed within the agreed region to protect the customer's regional monopoly operation right. At the same time, we will control the product ex-factory price and retail price to avoid low-price smuggling, helping customers stably develop the local market and improve profit space. We have a complete CRM system. After the customer negotiates with us for protection, we can ensure that the customer will not have vicious competition in the same region.

A: If force majeure factors cause order delay, increased logistics costs, or failure to perform normally, we will inform the customer as soon as possible and provide force majeure-related certificates (such as official announcements, logistics notifications, etc.). Both parties will negotiate and handle it in accordance with the principle of fairness and mutual benefit, which can adjust the order delivery time, share the increased costs, or negotiate to suspend or terminate the order (without bearing liability for breach of contract) to minimize the losses of both parties.

A: Yes, we can. We will provide customers with free high-definition product pictures (white background pictures, scene pictures), product promotion videos, English posters, product brochures and other promotional materials to support customers in promotion scenarios such as online e-commerce platforms, offline stores, and exhibitions. If customers need customized promotional materials (such as printing customer logos, local language promotional copy), we can negotiate to provide paid customization services to meet customers' promotion needs.

A: The product HS code will be accurately determined according to the product type, specifications, and combined with the customs requirements of the customer's target market (for example, HS code for manual wheelchairs: 8713.1000, HS code for electric wheelchairs: 8713.9000). We will provide accurate HS code and code description, and verify the matching between product parameters and code to ensure the code is correct, avoiding additional tariffs, fines, or goods detention for customers during customs clearance due to wrong HS code.

A: Absolutely, this is our exclusive service for new customers. In the early stage of cooperation, we will arrange 1 exclusive foreign trade contact person + 1 compliance specialist for the customer to guide the customer through the entire cooperation process, including demand communication, quotation, order signing, sample confirmation, production tracking, customs clearance assistance, after-sales handling, etc. Customers can contact the contact person at any time, or complain through the following channels: Email: info@topmedi.com, sales@topmedi.com, Whatsapp: 008613719005255. We will basically respond within 24 hours on working days to ensure that new customers can start cooperation easily without worrying about complicated processes.

A: Some of our products have passed environmental protection certifications such as RoHS and REACH, strictly following the environmental protection standards of markets such as Europe and the US. Product raw materials and production processes are in line with environmental protection requirements, without harmful substances such as lead and mercury. If customers need more relevant certifications, we can cooperate with customers to provide relevant environmental protection certification reports to ensure that products pass the environmental protection testing of the target market smoothly, avoiding customs clearance failure or market ban on sales due to environmental protection issues.

A: Yes, we can. If the customer needs third-party test reports (such as SGS, TUV testing), we will assist the customer in contacting authoritative third-party testing institutions to complete product testing and issue reports. The test cost depends on the test items and testing institutions; the regular test cost is borne by the customer. For large-value long-term cooperation orders, the test cost can be negotiated to be borne by both parties.