FAQ — Frequently Asked Questions¶
General¶
Q: What is your minimum order quantity (MOQ)?
A: MOQ is typically a full 20′ reefer container for standard products. Sample quantities (5–50 kg) are available for evaluation and can be shipped via air freight or courier. For OEM / private label orders, MOQ is negotiated per product spec and packaging configuration. Contact our sales team for specifics.
Q: Can I request product samples? How does the sample process work?
A: Yes. Samples are arranged with a lead time of 5–10 days from confirmation. The process is: (1) Submit your requirements — cut size, coating preference, packaging type, destination country. (2) Our QC team selects representative product from current production. (3) Samples are packed in insulated thermal packaging with ice packs for cold-chain preservation. (4) Shipping arranged via courier (DHL/FedEx) or air freight. Sample costs may apply and are typically refundable on first full container order.
Q: Do you offer OEM / private label packaging? What is the process?
A: Yes. Full OEM customization is available. The process steps are:
| Step | Description | Timeline |
|---|---|---|
| 1. Spec negotiation | Cut size, coating %, packaging format, labeling language | 1–3 days |
| 2. Artwork & label approval | Brand design, nutritional panel, barcode, ingredient declaration | 3–5 days |
| 3. Sample production | Small batch run for customer approval | 5–7 days |
| 4. Production order | Full manufacturing run with QC hold points | 18–25 days |
| 5. Final inspection | Third-party or in-house QC before shipment | 2–3 days |
We can accommodate custom cut sizes within standard cutter tooling (7mm, 9mm, 10mm, 12mm, crinkle wave). Packaging options include poly-bag-in-carton, pillow-pouch, and retail-ready cartons.
Q: What certifications do you hold? Which ones apply to my market?
A: We hold HACCP, ISO 22000, ISO 9001, BRC, and Halal certifications. Kosher is available on request. See the table below for market relevance:
| Certification | Best For | Status |
|---|---|---|
| HACCP | All markets — baseline food safety requirement | ✅ Certified |
| ISO 22000:2018 | EU, Asia, Middle East buyers requiring FSMS | ✅ Certified |
| ISO 9001:2015 | Quality management system — all buyers | ✅ Certified |
| BRC Global Standard | Retail-grade, UK, EU supermarket chains | ✅ Available |
| Halal | Middle East, Southeast Asia, Muslim-majority markets | ✅ Certified |
| Kosher | Jewish dietary compliance — US, Israel, EU | ✅ On request |
Q: How can I verify Dinweys' company registration in China?
A: You can verify our legal registration through China's National Enterprise Credit Information Publicity System (国家企业信用信息公示系统 — gsxt.gov.cn). Our registered company name is Zhangjiakou Dingwei Biotechnology Co., Ltd. with a unified social credit code available on request. We also maintain a D-U-N-S number (456653698) for international trade verification. Third-party verification through SGS or Bureau Veritas is welcome.
Q: What payment terms do you accept?
A: Common payment terms for international orders:
| Term | Typical For | Details |
|---|---|---|
| T/T (Telegraphic Transfer) | Standard orders | 30% deposit + 70% against copy of B/L |
| L/C (Letter of Credit) | Large orders, first-time buyers | Irrevocable, confirmed L/C at sight |
| Western Union | Small samples only | 100% upfront |
For repeat customers, negotiable terms may be available. All payments processed through Chinese RMB or USD accounts.
Quality¶
Q: Do you provide a Certificate of Analysis (COA) with every shipment?
A: Yes. Every shipment includes a COA covering: dry matter content, reducing sugars, residual oil percentage, microbiology (TPC, S. aureus, Salmonella, E. coli, yeast & mould), blemish grading by category (critical/major/minor/uncounted), and length distribution. All parameters are tested by our in-house QC lab using methods traceable to China GB standards.
Q: How do I resolve a quality dispute if the product arrives with visible defects?
A: Our dispute resolution process:
- Document the issue — Take photos and video of the affected product, including packaging labels, lot numbers, and container seal number.
- Record temperature — Note the temperature of the product at receipt (core temp).
- Contact QC — Send documentation to our QA team within 7 days of receipt.
- Sample return — If needed, send representative samples to our lab or a mutually agreed third party (SGS, Bureau Veritas, Intertek).
- Resolution — We review against COA baseline. Valid claims result in replacement shipment or credit adjustment.
Key Insight: Most quality issues originate from cold-chain breaks during transit, not from manufacturing defects. Always check the reefer temperature log before unloading. If the container temperature log shows excursions above −15°C for more than 4 hours, the product's texture and shelf life may be compromised regardless of COA values.
Q: Can I request third-party inspection?
A: Yes. We welcome SGS, Bureau Veritas, Intertek, or any accredited third-party inspection. The inspection can be arranged at our factory during production, at loading, or at the port of loading. Advance notice of 5–7 days is appreciated for scheduling.
Q: How do you ensure consistent quality across batches?
A: We maintain quality through:
- Raw material control: All incoming potatoes tested for DM (>22%) and reducing sugars (<0.25%) before acceptance
- In-process control: Automated temperature monitoring at every process step (blanch ±1°C, par-fry ±1°C, IQF tunnel ±2°C)
- HACCP monitoring: Critical control points documented with corrective action protocols
- Final QC: Every production batch sampled and tested before release
- Storage monitoring: Cold storage temperature logged continuously with alarm thresholds
- Shipment verification: Pre-loading QC check and temperature logger activation
Logistics¶
Q: What is the typical lead time from order to shipment?
A: Standard orders (non-customized, existing formula) ship 18–25 days from order confirmation. OEM / private label orders require 25–35 days due to packaging procurement and artwork approval. Sample orders ship within 5–10 days. Lead times may increase during China National Holidays (Chinese New Year, National Day — October 1–7).
Q: Which ports do you ship from?
A: Primary: Tianjin Port (Tianjin Xingang, ~300 km from factory). Secondary: Qingdao Port (~600 km from factory). Tianjin is recommended for faster overland transit and lower inland freight costs. Both ports offer regular reefer container availability with major shipping lines (COSCO, MSC, Maersk, CMA CGM).
Q: What incoterms are available?
A: FOB, CIF, CFR (Tianjin / Qingdao), and EXW (factory). For CIF quotes, we include marine insurance per ICC(A) coverage. DAP/DDP terms may be arranged on a case-by-case basis.
Q: Can you ship to my country? Are there restrictions?
A: We export to 20+ countries including: EU member states, UK, US, Canada, Japan, Korea, Middle East (UAE, Saudi Arabia, Qatar, Kuwait), Southeast Asia (Philippines, Thailand, Vietnam, Malaysia, Singapore), Africa (South Africa, Kenya, Nigeria, Ghana), and Oceania (Australia, New Zealand). Country-specific import considerations include:
| Destination | Key Requirement | Lead Time Impact |
|---|---|---|
| EU | BRC cert, EU MRL compliance, Health Certificate | +5 days |
| US | FDA Prior Notice, FSMA compliance, facility registration | +3 days |
| Japan | Japan Food Sanitation Act, import notification | +7 days |
| Korea | MFDS import declaration, heavy metal testing | +5 days |
| Saudi Arabia | SFDA registration, Halal cert, laboratory testing | +10 days |
| Philippines | BPI import clearance, phytosanitary cert | +7 days |
| South Africa | Phytosanitary certificate, port health inspection | +5 days |
Contact us with your destination port for a country-specific feasibility check.
Q: What happens if my container arrives with temperature setpoint ≠ actual temperature?
A: The reefer container's data logger records both the setpoint temperature (as programmed at loading) and the actual supply/return air temperatures throughout transit. If a discrepancy is found:
- Less than 2°C above setpoint: Generally acceptable if duration is short (<2 hours)
- 2–5°C above setpoint for >4 hours: Product quality may be affected — review temperature log and test samples
- Above −12°C: Texture degradation probable — full inspection recommended
- Above freezing at any point: Complete quality failure — file insurance claim
We always advise buyers to download the reefer data log before accepting delivery. This log is the definitive record of cold-chain integrity.
Q: What should I do if the fries arrive visually thawed or block-frozen?
A: Do not accept delivery without full documentation. Thawed or block-frozen product indicates a cold-chain failure. Steps:
- Record container setpoint and return air temperature immediately
- Download and save the reefer data logger
- Take photos of product condition (visible ice crystals, liquid water, clumping)
- Measure core product temperature (should be ≤ −15°C)
- Contact our logistics team within 24 hours with the temperature log
- File a marine insurance claim if the reefer malfunction occurred during ocean transit
Key Insight: If the product is partially thawed but core temperature remains below −10°C, it may be salvageable for immediate processing (industrial use). It must not be refrozen for retail or foodservice sale.
Product¶
Q: What cut sizes do you offer?
A: We manufacture the following standard cuts:
| Cut Name | Cross-section | Best For |
|---|---|---|
| Shoestring | 7 × 7 mm | QSR, thin crispy, quick cook time |
| Straight Cut | 9 × 9 mm | Standard restaurants, central kitchens |
| Medium / Regular | 12 × 12 mm | Global QSR standard, retail |
| Crinkle Cut | 7–12 mm wave | Retail, kids' menus, premium foodservice |
| Coated (all sizes) | 7–12 mm | Delivery, extended hold time |
Custom cut dimensions can be discussed for OEM orders.
Q: What is the difference between coated and uncoated fries? Which should I choose?
A: Coated fries have a thin layer of corn starch or batter applied after blanching and before par-frying. This coating acts as a moisture barrier and structural reinforcement. Compare:
| Factor | Coated | Uncoated |
|---|---|---|
| Crispness retention | 20–30 minutes after cooking | 5–10 minutes |
| Oil absorption | Lower (coating barrier) | Higher |
| Texture after cooling | Maintains crunch | Softens quickly |
| Best use case | Delivery, takeaway, ghost kitchens | Dine-in QSR, immediate service |
| Cost per kg | Higher (coating adds ~3–5% weight) | Lower |
| Customer perception | Premium, "crispy" | Traditional, "classic" |
If your business is delivery-heavy (>30% of orders), coated fries offer significantly better customer satisfaction at the point of consumption.
Q: What packaging options are available for bulk orders?
A: We offer multiple packaging formats:
| Format | Net Weight | Best For |
|---|---|---|
| PE poly bag in carton | 1 kg × 10/carton (10 kg) | Foodservice, QSR |
| Pillow pouch (retail) | 500 g, 1 kg, 2.5 kg | Retail frozen aisles |
| Master poly bag (bulk) | 10 kg, 15 kg, 20 kg | Industrial / reprocessing |
| Vacuum pack | 5 kg | Premium / specialty |
| Custom retail carton | As specified | Private label |
Palletization: Standard Euro pallet (800 × 1200 mm) or US GMA pallet (1000 × 1200 mm). Stretch-wrapped with corner guards.
Q: What is the difference between BRC, HACCP, and ISO certification scopes?
A: Here is a practical comparison:
| Standard | Focus | Audit Type | Required By |
|---|---|---|---|
| HACCP | Hazard identification and control at specific CCPs (cooking temp, metal detection, etc.) | Process-based, internal + external | Most importers globally |
| ISO 22000 | Food safety management system — integrates HACCP with organizational management (PRPs, traceability, emergency response) | System-based, annual third-party | EU buyers, large distributors |
| BRC Global Standard | Food safety + quality culture — GFSI-benchmarked, includes supplier audis, site standards, HACCP, and quality management | Site-based, unannounced audits | UK retailers, EU supermarkets |
| ISO 9001 | Quality management system — continuous improvement, customer focus, process management | System-based, annual third-party | Any buyer requiring quality assurance |
Key Insight: For most B2B frozen food importers outside the EU retail channel, HACCP + ISO 22000 is sufficient. BRC is specifically required by UK and EU supermarket chains. If you are supplying foodservice or wholesale rather than retail, HACCP certification typically meets contractual requirements.
Q: What is the 41°N latitude potato advantage?
A: Potatoes grown near the 41°N latitude band (including Hebei, Inner Mongolia in China; Idaho in the US; and parts of Northern Europe) benefit from:
| Factor | Effect on Potato Quality |
|---|---|
| Extended daylight hours (15+ hours in summer) | More photosynthesis time → higher dry matter accumulation |
| Large diurnal temperature swing (10–15°C) | Daytime warmth + cool nights slow respiration → lower reducing sugar build-up |
| Cool growing season (mean 16–20°C) | Optimal for potato growth; heat stress above 30°C increases sugar content |
| Well-structured loam soils | Uniform tuber development, consistent shape, fewer deformities |
Combined, these factors produce potatoes with DM consistently above 22% and reducing sugars below 0.15% — ideal for industrial French fry processing.
Q: What is the shelf life and how should the product be stored?
A: Shelf life is 24 months when stored continuously at −18°C or below. Storage guidelines:
- Ideal: −18°C to −25°C, stable temperature, low humidity variation
- Acceptable: −15°C for brief periods (transit handover) — shelf life reduces proportionally
- Avoid: Temperature cycling (freeze-thaw-freeze) — causes ice crystal migration and texture degradation
- Do not: Refreeze after thawing — structural damage makes product unusable
Shelf life begins from the production date printed on each master carton.
Q: Are your products GMO-free?
A: Yes. All products are non-GMO. Raw potatoes are sourced from non-GMO varieties. We maintain supplier declarations of non-GMO status. Third-party GMO testing is available on request.
Q: What organic options do you offer?
A: We currently produce conventional (non-organic) French fries. Organic certification can be explored for OEM projects with sufficient volume and lead time. Contact sales to discuss organic raw material sourcing viability.
Orders & Process¶
Q: How do I place a first order?
A: Process steps:
- Specify requirements — Cut size, coated/uncoated, packaging, quantity, destination port
- Confirm pricing — Receive proforma invoice with incoterms, payment terms, lead time
- Sign contract — Sales contract with specification sheet attached
- Deposit payment — 30% T/T or open L/C
- Production — 18–25 days with QC hold points
- Final payment — 70% against scanned B/L (T/T) or documents presented (L/C)
- Shipment — Container loading, temperature logger activation, document courier
Q: Can I visit the factory?
A: Yes. Factory visits are welcome. Our facility is located in Guyuan County, Zhangjiakou City, Hebei Province — approximately 200 km from Beijing (3 hours by car or 1 hour by high-speed train to Zhangjiakou station). Advance notice of 7 days is appreciated for arranging factory access, meeting with QC team, and sample tasting.