Your container finally arrives, you pay the final invoice, and suddenly your factory contact goes silent. You are left completely alone to deal with any shipping damage, missing items, or quality issues.

No, a true partnership only begins at delivery. We provide a dedicated account manager who stays with you, offering comprehensive post-shipment support to resolve any issues and ensure your complete satisfaction.

The moment a shipment lands in your warehouse is the moment of truth.

For over twenty years, I have seen how different factories handle this. Many see it as the end of the transaction. For me, at DiZNEW, it is the start of the next phase of our relationship.

A designer like Dean puts an incredible amount of trust in us, and that trust extends beyond the factory gates.

I believe our real job isn't just to make great jeans; it is to be a reliable partner who is there to solve problems. Because problems, big or small, will always happen in a global supply chain¹.

The quality of a factory is not measured by a perfect shipment, but by how quickly and fairly they fix an imperfect one.

Who Handles Any Issues After My Goods Arrive?

You discover a problem with your order, like a few cartons were damaged in transit. But your original sales contact is now moving on to the next deal, and you do not know who to call.

You will always have a dedicated account manager². This is your single point of contact who knows your brand and your order history, and they are responsible for fixing any post-shipment problems.

The last thing you need is to be passed from department to department. That is why we do not work that way.

The account manager you work with during the development and production process stays with you long after the shipment has sailed.

They are your advocate inside our company. Whether you find a box of missing units or notice some items were packed incorrectly, you just send them one email.

They understand your specific requirements because they have been with you from the start.

They have the authority to coordinate with our logistics team for shipping claims³ or with our production floor to verify quantities. Their job is not just to sell, but to solve.

This single point of contact ensures clear communication and fast resolutions, so you can focus on your business, not on chasing down answers.

Issue Type	Your Action	Our Response
Damaged Cartons	Email manager with photos of damage.	Manager files claim with freight forwarder.
Missing Items	Email manager with packing list vs. actual count.	Manager cross-checks our records; arranges replacement/credit.
Incorrect Items	Email manager with photos of wrong items.	Manager arranges return/replacement at our cost.

Do You Provide Quality Control Support at My Local Warehouse?

Your team is unboxing thousands of jeans, and you want to be sure you are checking for the right things. You worry you might miss something or not document a real defect correctly.

While we do not send our staff overseas, we provide you with our complete internal QC checklist and offer remote support, including video calls with our technical team to guide you through the process.

Having another set of expert eyes can give you peace of mind. While sending one of our inspectors to your warehouse is not practical, we have developed a system that is just as effective.

When we ship your order, we can also send you the exact, detailed Quality Control checklist our own team used for the final inspection.

This document shows you everything we looked for, from stitch counts per inch to the exact placement of rivets. It turns your team into experts. If you find something you are unsure about, we can schedule a video call.

You can show the potential issue directly to our head of QC. They can tell you immediately if it is within tolerance or if it qualifies as a defect.

This remote support empowers you to conduct a thorough inspection and ensures that if there is a problem, it is documented perfectly for a fast claim.

How Do You Address Customer Complaints Linked to Production?

A few weeks after your launch, one of your customers emails you a picture of a broken belt loop. You realize this is not just a customer service issue; it is a manufacturing problem.

We take your customer complaints as seriously as you do. We will investigate the issue with you to find the root cause and will stand behind our work by offering a credit for the defective unit⁴.

Your brand's reputation is your most valuable asset, and we see ourselves as its guardians.

When you receive a customer complaint that points to a production flaw, we want to know about it. Please share any photos or descriptions with your account manager.

Our first step is to treat it as valuable feedback. Our technical team will review the issue. Was it a weak thread?

Was it a sewing machine error? We will check our production records for that specific batch to see if we can identify a pattern.

If it is a clear failure of our craftsmanship or materials, we take full responsibility.

We will typically issue a credit for that unit on your next order. More importantly, we use that data to improve.

If we see a few similar complaints, we might change our thread supplier or add a new QC checkpoint to prevent it from ever happening again.

What is Your Service Level Agreement for After-Sales Responses?

You have sent an urgent email about a shipment issue, but days have passed with only silence. The uncertainty is stressful, and it is delaying your ability to get your products to market.

We provide a clear Service Level Agreement (SLA)⁵. We guarantee an initial response to your message within 24 hours, and we commit to providing a clear plan of action within 3 to 5 business days.

Clear communication is built on clear expectations. You should never have to wonder if we have received your message or when you will get an answer. That is why we operate with a strict internal SLA for all post-shipment support.

This is our promise to you. You will get a personal acknowledgment from your account manager within one business day, so you know we are on the case.

They will then gather the necessary information from our internal teams. Within three to five business days, they will come back to you not just with an update, but with a proposed solution.

This might be a plan for a replacement shipment, a credit memo, or a request for more information.

This structure ensures that your problems are addressed promptly and professionally, providing the predictability you need to run your business effectively.

Our After-Sales Support Timeline

Stage	Our Commitment
Initial Inquiry Acknowledgment	Within 24 Business Hours
Initial Assessment & Follow-Up	Within 48 Business Hours
Proposed Solution / Action Plan	Within 3-5 Business Days

Conclusion

Our partnership does not end when your jeans are shipped. We stand behind our work, offering dedicated support to ensure your long-term success and to prove we are the partner you can trust.

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