FAQs
Q: How can I place an order?
A: We accept orders via phone, email, fax, or our online webstore. Phone orders are accepted during office hours (Monday - Friday; 7am - 5pm PST). If you are contacting us outside of office hours, please leave a voicemail at 650.697.6668 or send an email to service@sinosource.biz and we will assist you the following business day. Place an online order 24/7. Please consult with a customer service representative for login access to our online store.
If you are a new customer, our customer service representatives will need to set up a company account for you. All first-time orders must be charged to a valid form of payment before shipment.
Q: I am not employed by a funeral home or cemetery. Can I purchase your products?
A: As a wholesale provider, SinoSource sells exclusively to businesses in the funeral and pet cremation industry. We are happy to answer inquiries from the public regarding our products. However, any questions regarding pricing, or making a purchase, should be directed to the funeral home or cemetery of your choosing.
Q: How can I register for online access to place an order via your website?
A: We encourage you to contact our customer service representatives during business hours so we can confirm your account and generate login credentials for you. Contact us through email (service@sinosource.biz) or phone (650.697.6668). Those requesting online access through our Register portal will receive their login credentials to the email provided during business hours.
Q: What shipping options are available? What are the shipping rates?
A: All orders ship via Ground unless otherwise requested. Express shipping is available. When placing an order, please ensure that you confirm the required delivery date. Expedited orders must be placed by 3pm PST, Monday - Friday. Shipping rates may vary; please ask for an estimate when placing your order.
Q: How can I submit an order with personalization?
A: Personalized orders must be placed through our designated order forms. Please contact one of our customer service representatives to request a form or download forms online from our Personalization page.
Q: What is the turn-around time for a personalized order?
A: Once we receive your Engraving or UV Printing order via the specified form, we generally begin working on it right away (processing times may vary due to workload). In accordance with our policy, a customer proof must be submitted for approval with each custom order. We cannot begin personalization until we receive written approval on the order proof. When approved, we will start work on the order as soon as possible. Personalized orders approved before 1pm PST can generally ship the same day; after 1pm PST, the order will ship the following business day.
Q: What are SinoSource’s return policies?
A: Please check all products for damage or defects upon receipt to ensure a smooth return process. We are happy to refund or replace a damaged order at no cost. Please contact one of our customer service representatives to begin the return process.
Per our policy, orders that are not damaged, defective, or sent in error by SinoSource, can be returned for credit. It is the responsibility of the purchaser to return the product in question, in the same condition that it was received. Please contact one of our customer service representatives for more information.
Q: Can I cancel or change my order?
A: Orders may be cancelled, or adjusted, any time prior to our pick-up cut-off time (2pm PST). Please note that order adjustments close to our stated cut-off time can result in shipment delays. Orders that have been picked up by our shipping providers are officially in transit and cannot be cancelled or adjusted.