What documentation is provided with each shipment for customs clearance?

Although we are the manufacturer, support does not stop at the factory gate. We supply clear installation guides and technical advice matched to each product handling, storage, glazing details and sealing so your contractors install to best practice. For large or complex projects we can provide remote video support during installation and, where helpful, coordinate with trusted local installation partners on site.

Our technical team remains available to answer questions on wind-load, fixings and compatibility with your framing system, drawing on the same drawings and calculations used in production. The aim is simple: the glass that left us in perfect condition arrives and performs exactly as specified, with no guesswork for your installers.

You will never wonder where your order is. Each client gets a dedicated project manager as the single point of contact, reachable by email and instant messaging. At kick-off we issue a Production Schedule, then send bi-weekly progress reports with photos as cutting, tempering and assembly advance.

Before the final balance is paid, we carry out a Pre-Shipment Inspection (PSI) and share the report with images so you can sign off remotely. For urgent jobs we move to daily updates. This cadence is part of our 14-step cross-border workflow run by specialists with 6 to 12 years' experience, and it is backed by real-time MES data so the updates you receive reflect the actual line status, not estimates.

Requesting a sample is easy and low-risk. Tell us the product tempered, insulated, laminated, Low-E, ceramic fritted, acid-etched, painted, mirror or another of our 1,000+ varieties and we send a standard 30 x 30 cm piece free of charge; you only cover the courier fee. For larger or fully custom-made samples we may charge a nominal fee, which we refund in full once you place the bulk order.

Samples are cut and finished on the same lines as production, so the colour, coating and edge quality you see are what you will get at scale. We recommend confirming thickness, size and any coating first so the sample truly represents your spec, and our team can advise on the closest standard option if you are still finalising the design.

Colour consistency matters most on large facades, so we control it scientifically. For every batch of decorative, tinted, painted or ceramic-fritted glass we measure colour with a spectrophotometer against L*a*b* values and keep variance within Delta E < 1.5. Achieving that starts with a controlled inventory of raw glass and standardised coating or firing recipes, so the same formula gives the same result run after run.

Our digital batch records tie each colour lot to its process parameters, letting us reproduce it exactly for reorders or later project phases. If your design specifies a brand colour (e.g. RAL), we match and lock the target before bulk production and supply a colour report with the shipment for your verification.

We operate a Quality First policy and act quickly if something is off. On arrival, please send a detailed report with photos within 7 days so we can open a case while evidence is fresh. Our after-sales team then investigates the root cause checking batch records, production logs and packing details and proposes a remedy: a discount, replacement or repair, chosen to keep your timeline intact.

For transit damage we coordinate with marine insurance and the carrier survey. Because every order is traceable to its raw lot and processing batch, we can usually pinpoint the cause fast and prevent recurrence on follow-on shipments. Throughout, we stay in close contact so the solution lands before it becomes a schedule risk.

Your designs stay yours. For every custom project we sign a Non-Disclosure Agreement (NDA) before drawings are exchanged, and we treat your shop drawings, specifications, finishes and project details as strictly confidential. They are never shared with third parties or reused for other clients, and access is limited to the project team that needs it. Because our processing is in-house, sensitive files do not leave our controlled environment, and our digital systems log who touched what.

If your procurement rules require a specific NDA format or additional clauses such as IP assignment or regional exclusivity we will adopt it. Protecting client confidentiality is simply part of being a trustworthy manufacturing partner, especially on bespoke facades and branded interiors.