International Customer Service & Support
Q1: In which languages do you offer customer service? How can I contact you?
A: We provide service in Chinese and English for global customers, and for core Southeast Asian markets we have local language account managers. You can reach us through:
National service hotline: +86‑4001‑835233
Official email: info@kitchenboss.com
Online chat on our website, WhatsApp, WeChat
Marketing center address: Room 303, Block B, Shijian Building, No.70 Shisha Road, Baiyun District, Guangzhou, China
All inquiries will be responded to within 1 working day.
Q2: What technical support services do you provide?
A: We offer comprehensive technical support for all international customers:
Product application guidance: recommended usage ratios and cooking methods for your dishes
Remote technical training: professional training for your chef team via video conference
New product development support: help you develop new dishes adapted to local market tastes
Rapid problem response: solutions within 24 hours for any issues encountered during product use
Q3: What payment methods do you accept for international orders?
A: We accept multiple international payment methods:
T/T (Telegraphic Transfer): 30% deposit, 70% balance against copy of B/L (recommended)
L/C (Letter of Credit): irrevocable at‑sight L/C accepted
PayPal: suitable for sample fees and small deposits
Western Union: suitable for urgent small payments
If you need other payment methods, please confirm with your dedicated account manager in advance.
Q4: How can I become your exclusive distributor for a region? What are the cooperation benefits?
A: You can submit an application through our website "Distributor Cooperation" channel. We will evaluate based on your regional market situation, sales capability, and channel resources. Exclusive distributors enjoy:
Exclusive distribution rights in designated region
Exclusive pricing discounts and annual cash rebates
Priority production and shipping rights
Marketing support and brand authorization
Free technical training and operational guidance
Q5: Do you accept returns or exchanges for international orders?
A: Due to high international logistics costs, we do not accept returns/exchanges without quality issues, except for product quality problems. For quality‑related returns/exchanges, we bear round‑trip shipping and related costs. For customer‑initiated returns/exchanges, request must be raised before goods arrive at destination port; all related costs and losses are borne by the customer. Customized products are non‑returnable and non‑exchangeable under any circumstances.
Q6: How can I track the logistics status of my international order?
A: You can track your order via:
- Log in to our "International Customer Center" on our website and view order details and tracking numbers in "My Orders".
- Contact your dedicated account manager with your order number.
- Follow our official WeChat public account, bind your account, and check real‑time order status.
4. After shipment, tracking numbers will be sent to your email and phone.
Q7: Do you offer overseas warehousing? What are your future overseas expansion plans?
A: We are currently planning overseas warehouses in Kuala Lumpur (Malaysia) and Los Angeles (USA) , scheduled to open in the second half of 2025. Once operational, we will stock certain popular products locally for regional dispatch – 2‑3 days to Southeast Asia and 3‑5 days to the US mainland, significantly shortening delivery times and reducing logistics costs. Until then, we will serve you through direct shipment from China.
Q8: How can I file a complaint about products or services?
A: Your satisfaction is our top priority. If you are dissatisfied with any product or service, you can file a complaint via:
Email to our international complaint address: complaint@kitchenboss.com
Call our international service hotline: +86‑4001‑835233 and ask for the complaint line
Submit a complaint form through the "Contact Us" page on our website
We will contact you within 24 hours of receiving your complaint, verify the situation, and propose a resolution to ensure your issue is properly addressed.
