How do you handle shipping and freight?
G4S ships worldwide by sea or air under the agreed Incoterm. For sea we use FCL / LCL from Shanghai / Qingdao; for air, DHL / FedEx / airline cargo. pomelo-oil is low-hazard, but we still ship it with an SDS where applicable and use qualified forwarders. We provide tracking and can handle door-to-door or port-to-port. Freight is quoted separately from the product FOB price; tell G4S your destination port / airport and preferred mode for a quote.
What is the shelf life and how should it be stored?
Shelf life: 12-24 months from production (sealed, cool, dark). Strict protection: sealed, away from light/heat/moisture; cool (<25C) and dry storage; refrigerate for long-term. G4S formulates within regulatory limits and packs under clean, low-moisture conditions It may thicken at low temperature — normal; re-liquefies on warming. Re-test before the end of shelf life. The COA notes the production date and recommended storage.
Is pomelo-oil seasonal, and how does that affect availability?
Availability is governed by processing capacity and raw-material scheduling rather than a single harvest window. G4S keeps buffer stock of standard grades and contracts raw material volume; for large or steady volumes we recommend an LTA to reserve processing slots and stabilize price. We communicate raw-material market conditions on each quotation.
What is your sample policy for pomelo-oil?
G4S supports evaluation with 5-10 g samples (sometimes up to about 20 g for qualified buyers), drawn from current stock or a fresh batch, shipped with COA plus assay. Samples are usually charged at the sample-tier price (or free for strategic / qualified accounts) plus freight. We recommend requesting the sample from the same lot you intend to purchase so the profile matches your production batch. Sample lead time is short (stock) or aligned with the next production window. Tell G4S your application and preferred grade and we will suggest a representative sample.
How much do samples cost and how fast do they ship?
Sample cost: the sample-tier unit price for 5-10 g (often waived for qualified / strategic buyers) plus international freight. Lead time: stock samples 3-7 days; if a fresh batch is needed, 10-20 days (sourcing plus processing plus QC). G4S can express-ship via DHL / FedEx. As a low-hazard material, samples ship with an SDS where applicable. Provide your courier account or let G4S quote the freight.
What is your returns and refund policy?
Because this is a natural, batch-specific material, returns are handled case-by-case. If G4S's own lot data (COA plus assay) confirms a specification failure, we arrange replacement or refund of the affected quantity; return of unused, sealed material may be requested for verification. For buyer-side issues (wrong grade ordered, changed mind), returns are by mutual agreement and may incur restocking. All returns/refunds follow the signed contract and Incoterms; we keep the process transparent and documented.
Which plant part is the pomelo-oil extracted from?
From the the fresh pomelo peel (exocarp). G4S's COA states "raw material: Citrus grandis peel". The peel is cold-pressed or steam-distilled; no bark or resin is involved.
What regulatory support and documents do you provide for import?
G4S supports import compliance with: COA (Q/XXXX conformance) plus assay (key markers + heavy metals + microbiology + sensory) plus sensory sheet, CLP-format SDS (EU), certificate of origin, and references to the relevant frameworks — Q/XXXX enterprise standard; references GB 2760, GB 5009 series, GB 4789 series, GB/T 14455, CFPA citrus-oil standards where applicable. For market-specific needs tell G4S early. We document that this is a processed natural product (not a distilled essential oil where stated) — important for correct customs and formulation classification. G4S adds the health / phytosanitary certificate for import on request.
Can you re-test or re-analyze a lot after delivery?
Yes. G4S keeps a retention sample for every lot and can re-test within the shelf life on request (key markers, heavy metals, micro, solvent residue). If a buyer disputes a result, we compare our retained-sample data with the original COA; a third-party lab (SGS, Eurofins) can be engaged for an independent read, with costs allocated by outcome. Re-testing protects both sides and is a standard part of our traceability commitment.