Frequently Asked Questions
SHIPPING
What shipping methods do you offer?
We offer shipping under:
FOB (Free on Board) – Buyer arranges shipment after loading at the Brazilian port.
CIF (Cost, Insurance & Freight) – We handle freight, insurance, and delivery to the buyer’s designated port.
Which ports do you ship from?
We primarily ship from the following major Brazilian ports:
Port of Santos
Port of Paranaguá
Other ports may be available upon request.
How is the sugar packaged for shipping?
All our sugar products are packed in strong, moisture-proof 50kg polypropylene bags, designed for long-haul shipping and storage.
Do you provide shipping documentation?
Yes. Each shipment includes full export documentation:
SGS Inspection Certificate
Certificate of Origin
Bill of Lading
Packing List
Commercial Invoice
Organic Certificate (for organic sugar orders)
Is shipping insurance included?
Shipping insurance is included for CIF shipments. Buyers arranging FOB shipments must arrange their own insurance.
Can I track my shipment?
Yes. Once your order is shipped, we provide:
Bill of Lading with shipment details
Estimated Arrival Time (ETA)
Real-time tracking (if available via the shipping line)
Can you arrange shipping to my specific country?
Yes, we ship globally. Simply specify your destination port during your inquiry, and we’ll confirm the available shipping options.
PAYMENT
What payment methods do you accept?
We accept the following secure payment methods:
Telegraphic Transfer (T/T) – Bank Wire Transfer
Letter of Credit (L/C) (subject to approval and order size)
Other methods may be considered for long-term clients upon request.
What are your standard payment terms?
Our standard payment terms are:
30% deposit upon order confirmation (before production).
70% balance before shipment or upon presentation of shipping documents under L/C terms.
Are deposits refundable?
Deposits are generally non-refundable once production begins, as they cover raw material procurement and production costs.
Who covers the bank charges?
All bank charges outside Brazil are the responsibility of the buyer. We recommend confirming your local bank’s charges before initiating the transfer.
Can I pay in currencies other than USD?
By default, we invoice in USD. However, we may accept EUR or GBP for select clients on large orders—subject to mutual agreement in writing.
When is the payment considered completed?
A payment is considered complete once the full amount is received and confirmed by our bank, free of any
Can I request credit terms?
We typically do not offer credit terms to new clients. However, long-term clients with a positive payment history may request credit terms for future transactions.
Order & Retunrs
What is the minimum order quantity (MOQ)?
Our MOQ is typically:
25 metric tons (1 container) for most sugar products.
Larger orders may qualify for better pricing and faster production timelines.
How do I place an order?
To place an order:
Send us your inquiry via email or through our website.
We’ll issue a quotation or Proforma Invoice.
You confirm the order by signing the Proforma Invoice and making the required deposit.
Can I customize packaging or labels?
Yes, custom packaging, labeling, and private branding are available for large orders. Please mention this request during your initial inquiry.
How long does order processing take?
Standard production time: 7 to 21 business days after deposit confirmation.
Production time depends on product type, order size, and factory schedule.
Can I change or cancel an order after payment?
Orders cannot be canceled or changed after production begins, as raw materials are allocated immediately. Please review your order carefully before confirmation.
Do you accept product returns?
Due to the nature of bulk food commodities, we do not accept returns once the product has been shipped and cleared inspection.
What should I do if I receive damaged or non-compliant products?
If there are quality issues:
Notify us within 3 days of delivery at your port.
Provide evidence, including photos and inspection reports.
An independent inspection (e.g., SGS) at destination may be required.
Will I receive a refund or replacement for defective shipments?
If SGS or a mutually agreed inspector confirms that the product does not meet contractual specifications, we will either:
Offer a replacement shipment (if feasible)
Provide a partial refund or compensation (as agreed)
Do you offer any guarantees on product quality?
Yes, all products are inspected and certified by SGS or equivalent third-party inspectors before shipment to ensure compliance with agreed specifications.