FAQ - BUYHow does Buying from Southlander Work?

BUYING SOUTHLANDER produce couldn't be easier as we offer a convenient and straightforward process for buying our products. Our website features a comprehensive catalogue of our products, including all the details on the different product types and qualities. Once you have reviewed and chosen the products that meet your needs, you can request a quote for them by filling out our online form.

Our website features a comprehensive catalogue of our products, including all the details on the different product types and qualities. Once you have reviewed and chosen the products that meet your needs, you can request a quote for them by filling out our online form.

Request A Quote | To request a quote you need to fill a simple form. It will require your full name, email, telephone number, city or port of destination, product, and if this is the case, the approximate monthly quantity you'll be requiring. The form also allows for one time only buys and sample requests if prompted, a sales representative will reach you immediately.

Sales Representative | After you submit the form, one of our company representatives will reach out to you to clarify all details and discuss specific requirements for your order, including monthly quantities, prices, delivery dates, city of destination, port or address of destination, and packaging options.

Create an Order | Our team will work with you to ensure that your order is tailored to your needs and preferences. We take pride in providing excellent customer service and ensuring that every transaction is smooth and hassle-free.

- How do I order and pay for my product?

ORDER PROCESS AND PAYMENT TERMS will come in naturally as you work on your order along your assigned sales representative. Our team will work with you to ensure that your order is tailored to your needs and preferences; processing that order is on our hands. Submitting payment is an easy task as we provide our clients with an invoice and accept all credit cards, bank transfers, cryptocurrency and certified checks. All payments are due against Bill of Laden unless Southlander approves credit, and/or releases D/P or D/A terms.

Our team will work with you to ensure that your order is tailored to your needs and preferences. Submitting payment is an easy task as we provide our clients with an invoice and accept all credit cards, bank transfers, cryptocurrency and certified checks to complete payments. Credit may apply, according to our policy.

Cash in Advance | The customer is required to pay the full amount of the order before we will ship the goods. In exchange for this payment term, we will offer a discount to the customer. This discount will be based on the size of the order and the customer's payment option. The discount will be communicated to the customer in advance and will be reflected in the invoice. We believe that this payment term is beneficial for both parties, as it helps to reduce the risk of non-payment and ensures that the customer receives the goods they need in a timely manner.

Credit Options | Southlander would go as far as creating an Open Account (O/A) for particular clients, but Southlander's credit policy is designed to facilitate international trade while minimizing the risk of non-payment. We accept various payment terms and methods, and we have procedures in place to manage credit risk and collect debts if necessary.

- What is Southlander's Credit Policy?

OUR CREDIT POLICY is designed to balance the need to facilitate international trade while minimizing the risk of non-payment by our customers. To this end, we accept various terms for both payment and credit, including Open Account (O/A), Letter of Credit (L/C), Documents Against Payment (D/P), Documents Against Acceptance (D/A), Avalisation of Bills of Exchange, Discounting Bills of Exchange, and other methods consistent with international trade practices.

Cash in Advance is encouraged but we accept various credit terms, including Open Account (O/A), Letter of Credit (L/C), Documents Against Payment (D/P), Documents Against Acceptance (D/A), Avalisation of Bills of Exchange, Discounting Bills of Exchange, and other methods consistent with international trade practices.

Open Account (O/A) Terms | We may extend credit to customers who have a proven track record of timely payments and who meet our creditworthiness standards. This type of payment term requires customers to pay for goods within a specified timeframe, typically 30, 60, or 90 days after the date of invoice.

Letter of Credit (L/C) Terms | For this option we require customers to open an irrevocable L/C in our favor with a reputable bank. The L/C should specify the terms and conditions of the transaction, including the goods being sold, the price, the delivery date, and any other relevant details. We will only ship the goods after the L/C has been issued, and we will provide the required documents to the issuing bank to receive payment.

Documents Agains Payment (D/P) Terms | We will release the shipping documents to the buyer's bank upon payment or acceptance of the draft, respectively. We may also require the buyer to provide additional security, such as a bank guarantee, to ensure payment.

Documents Against Acceptance (D/A) Terms | We will release the shipping documents to the buyer's bank upon payment or acceptance of the draft, respectively. We may also require the buyer to provide additional security, such as a bank guarantee, to ensure payment.

Bill of Exchange Avalisation | We require the buyer to obtain a bank guarantee or credit line from a reputable bank. This guarantee should cover the full amount of the transaction and should be issued in our favor. We will only ship the goods after we receive confirmation of the guarantee from the buyer's bank.

Bill of Exchange Discount | We may sell the bill of exchange to a bank or other financial institution before it becomes due, in exchange for immediate payment. This allows us to receive payment sooner and avoid the risk of non-payment.

Advantages of D/P and D/A Transactions | Utilizing D/P and D/A transactions have a number of advantages for the seller as the bill of exchange facilitates the granting of trade credit to a buyer, it can provide the seller access to financing, the bill of exchange is formal, documentary evidence, acceptable in most courts, confirming that the demand for payment (or acceptance) has been made to the buyer, the seller retains control over the goods until the buyer either pays draft on sight (D/P) or as a legal time & terms draft (D/A) and Bills of Exchange can be bought and sold at a reduced rate through discounting.

Credit Limits | We set credit limits for each customer based on various factors such as payment history, creditworthiness, and the nature of their business. Our credit department periodically reviews the credit limits to ensure they are appropriate and may adjust them based on any changes in the customer's financial status. We also have policies to monitor the customer's credit utilization to avoid any potential overextension of credit. If a customer reaches their credit limit, we may require them to provide additional collateral or make a payment before we ship any more goods.

Credit Applications | We require all new customers to submit a credit application before we extend credit to them. The application includes information about the customer's business, financial status, payment history, and trade references. We use this information to assess the customer's creditworthiness and determine whether to extend credit and on what terms. We may also periodically review the credit application and request additional information if necessary.

Credit Monitoring | We regularly monitor our customers' payment behavior and creditworthiness to detect any signs of financial distress or other issues that may affect their ability to pay. We use various sources of information, including credit reports, trade references, and public records, to monitor the customer's credit status. If we detect any issues, we may adjust their credit terms, request additional collateral, or take other measures to protect ourselves against the risk of non-payment. We also have policies to monitor the customer's credit utilization to avoid any potential overextension of credit.

Credit Reporting | We report our customers' payment history to credit bureaus and other credit reporting agencies in compliance with all applicable laws and regulations. We understand the importance of maintaining accurate and timely credit reporting and take this responsibility seriously.

Collection Procedures | In the event that a customer fails to make a payment on time, we will follow a systematic and professional approach to collecting the debt. Our collection procedures will begin with reminder notices and calls to the customer. If the debt remains unpaid, we may use the services of a collection agency or initiate legal proceedings. We will always communicate with the customer in a respectful and professional manner throughout the process.

Compliance | Our credit policy complies with all applicable laws and regulations related to credit and collections. We strive to stay up-to-date with changes in the legal and regulatory environment and adjust our policies as necessary to ensure compliance.

Dishonored Bills of Exchange | We will take appropriate measures to collect payment, including contacting the buyer, their bank, and any guarantors or endorsers. If necessary, we may take legal action to recover the debt.

Dispute Resolution | At Southlander, we strive to maintain positive relationships with our customers, and we understand that disputes can arise from time to time. In the event of a dispute related to payment or other credit issues, we will work with the customer to resolve the issue in a fair and timely manner. This may involve mediation, arbitration, or other forms of alternative dispute resolution.

Review and Update | We review our credit policy periodically to ensure that it remains up-to-date and effective. We consider changes in the credit environment, feedback from customers, and other factors when making updates. We are committed to maintaining a credit policy that is fair, transparent, and consistent with our business objectives.

- What contracts do buyers subscribe with or through Southlander?

ALL CONTRACTS revolve around export consignment, all documentation may be executed in up to four specific contracts: the export sales contract, the contract of carriage, the contract of finance and the contract of cargo insurance. All contracts include a Non Disclosure Agreement (NDA).

Southlander subscribes 4 default contracts with all its clients: the export sales contract, the contract of carriage, the contract of finance and the contract of cargo insurance. All contracts include a Non Disclosure Agreement (NDA).

Export Sales Contract | This is the first and most important contract in the export process, as it outlines the terms and conditions of the sale between Southlander, and the buyer/importer. This contract will cover aspects such as the product description, the quantity and quality of goods being sold, the delivery terms, the payment terms, and any other relevant details related to the sale. As the buyer/importer, you will want to ensure that the contract clearly specifies the obligations and responsibilities of both parties, and that it complies with any applicable laws and regulations.

Contract of Carriage | This contract specifies the terms and conditions under which the goods will be transported from Southlander's ports to the buyer's destination. It will outline the mode of transportation (air, sea, road, or rail), the carrier, the route, and the transit times. As the seller, you will want to ensure that the contract of carriage is consistent with the terms of the export sales contract, and that it includes any necessary provisions such as insurance, packaging requirements, and customs clearance procedures.

Contract of Finance | This contract outlines the terms and conditions of any financing that may be required to facilitate the export transaction. Depending on the nature of the sale and the buyer's financial situation, Southlander may be required to provide financing to the buyer, or the buyer may secure financing from a third-party lender. In either case, the contract of finance will specify the amount of the loan, the interest rate, the repayment schedule, and any other relevant details related to the financing.

Contract of Cargo Insurance | This contract covers the risks associated with the transportation of the goods from Southlander's ports to the buyer's destination. As the seller, you will want to ensure that the goods are adequately insured against loss, damage, theft, or other perils that may occur during transport. The contract of cargo insurance will specify the coverage, the premium, and the conditions under which claims may be made. It is important to note that while the buyer may also obtain their own insurance for the goods, it is the seller's responsibility to ensure that the goods are adequately insured until they are delivered to the buyer's destination.

- What documents do buyers get from or through Southlander?

ALL DOCUMENTS involved in international trade, such as commercial documents, financial documents, transport documents, insurance documents and other related documents are important to understand and serve as enabling documents to submiting all contracts between Southlander and its clients.

Southlander will facilitate or obtain all enabling documentation to sign all required contracts; we categorize these documents into commercial, financial, transport and government issued.

Commercial Documents | These documents are used to facilitate the sale of goods between the Southlander and the importer. They include the proforma invoice, commercial invoice, packing list, and bill of lading. The proforma invoice is a preliminary document that outlines the details of the proposed sale, such as the price and quantity of goods, while the commercial invoice is a final document that confirms the actual sale. The packing list details the contents of each package, while the bill of lading is a document that serves as a receipt for the goods and evidence of the contract of carriage.

- Quotation
- Sales Contract
- Proforma Invoice
- Commercial Invoice
- Packing/Shipping List
- Southlander Certificate
- Inspection Certificate
- Insurance Policy and Certificate
- Phytosanitary Certificate

Financial Documents | These documents are used to facilitate payment for the goods being sold. They include the letter of credit, invoice, and payment receipts. The letter of credit is a guarantee from the buyer's bank to pay Southlander upon receipt of the documents specified in the letter of credit. The invoice details the cost of the goods being sold, while the payment receipts serve as evidence of payment.

- Documentary Credit (D/C)
- Standby Credit
- Collection Instruction
- Bill of Exchange (B/E)
- Trust Receipt (T/R)
- Promissory Note

Transport Documents | These documents are used to facilitate the movement of goods from the exporter's (Southlander's) location to the importer's location. They include the bill of lading, air waybill, road consignment note, and rail consignment note. The bill of lading serves as evidence of the contract of carriage, while the air waybill, road consignment note, and rail consignment note serve similar purposes for other modes of transport.

- Shipping Order (S/O)
- Dock Receipt (D/R)
- Bill of Lading (BL) / Air Waybill
- House Bill of Lading
- Shipping Guarantee
- Packing List

Government Issued Documents | These documents may include export licenses, import licenses, certificates of origin, and other government permits or authorizations. Export licenses are issued by the government of the exporting country (in this case, Southlander's government) and are required for the export of certain goods, such as military equipment or certain types of technology. Import licenses are issued by the government of the importing country and are required for the import of certain goods. Certificates of origin are used to certify the country of origin of the goods being sold, and may be required by the importing country's government. Other government permits or authorizations may be required for the export or import of certain goods, depending on the nature of the goods being sold and the countries involved.

- Certificate of Origin (CO)
- Export / Import Declaration
- Export / Import License
- International Import Certificate (IIC)
- Delivery Verification Certificate (DVC)
- Landing Certificate
- Customs Invoice

- How does Southlander produce availability and pricing work?

AVAILABILITY AND PRICING are important factors when it comes to making a purchase, and we work hard to ensure that we provide the most accurate and up-to-date information through our representatives. However, due to seasonal variations in weather conditions and international markets, availability and pricing can be subject to change, as usually does with agricultural produce.

Agricultural produce availability and prices depend on many factors and are continuosly changing, we work hard to ensure that we provide the most accurate and up-to-date information through our representatives.

Production | At Southlander, we take pride in providing high-quality products, grown and produced in Ecuador, South America, as it enjoys a modern infrastructure and one of the finest weathers and altitude variations in South America, making it a perfect place for the growing, processing and exporting of our produce year-round. We offer a wide variety of products, including frozen shrimp, canned albacore tuna, organic dragonfruit, organic goldenberry, organic coffee, cacao beans, chocolate, organic hemp seeds, organic hemp CBD oil, beverages, soups, roses, flowers and plants.

Availability Details | For example, our organic dragonfruit and goldenberry products are available from November to March, while our organic coffee is available year-round. Similarly, our frozen shrimp and canned albacore tuna are available throughout the year, but the pricing may vary depending on the market conditions and other factors.

Pricing Details | To check availability and pricing for our products, please visit our website, browse through our catalog and request a quote. A company representative will reach you with detailed information on availability and pricing, and answer all your questions. We aim to keep our prices competitive while also ensuring that our farmers receive fair compensation for their hard work. We periodically review and adjust our prices based on production costs, market conditions, and quality standards. Our team will be happy to provide you with all the information you need to make an informed decision about your purchase.

- How does the shipping and delivery process work at Southlander?

SHIPPING AND DELIVERY options ensure that our customers receive their orders in a timely and efficient manner. We work with reliable shipping carriers and freight forwarders to ensure that our products are delivered safely and securely to our customers.

We strive to provide our customers with a variety of shipping and delivery options to ensure that they receive their orders in a timely and cost-effective manner, while also ensuring the safety and quality of our products during transport.

Times and Costs | Shipping times and costs vary depending on the product and destination. While preparing your order, our sales representatives will provide detailed information on shipping options and costs, so customers can choose the option that best suits their needs and budget.

Freight | We ussually offer and recommend air freight for organic fruit, roses, flowers and plants. Products such as frozen white-leg shrimp, canned albacore tuna, oils, grains, beans and seeds we ussually offer both air and sea freight options as can withstand the sea freight. Air freight typically takes 2-7 days, while sea freight can take 3-4 weeks, depending on the destination.

Tracking | We offer delivery tracking for all orders. Once your order has been shipped, you will receive all tracking numbers via email that you can use to check the status of your package at any time. Simply enter the tracking number on the carrier's website to see the real-time updates on your package's location and estimated delivery date. We partner with reliable carriers to ensure timely delivery, but please note that delivery times may vary depending on your location and other factors beyond our control. If you have any questions about your delivery or need assistance with tracking your package, please don't hesitate to reach out to our 24/7 Customer Service.

Additional Fees | It's important to note that certain products and destinations may have specific restrictions or entry requirements. For example, all countries have different customs regulations, some products may require special handling or packaging to ensure their safety during transport, so it's important for customers to consider their local regulations when working and placing an order along their assigned Southlander Sales Representative, all additional fees will be accounted under contract.

- What are Southlander's packaging options?

PACKAGING is important in ensuring our customers receive the highest quality products in a timely and cost-effective manner, packaging is key to guarantee the freshness and quality of our products during shipping and according to our clients specific needs. All our packaging options come in Bulk packaging ussually designed for commercial customers who require large quantities or shelf-ready packaging designed for retailers. All packaging can be labeled with nutrional facts, your branded arts and specs.

Southlander offers bulk packaging and shelf-ready packaging, our sales representative will reccomend you the best option depending on your requirements; all packaging can be labeled with nutrional facts, your branded arts and specs.

Bulk | Bulk packaging is designed for commercial customers who require large quantities of products, such as restaurants or food, roses, flowers and plants distributors. Our bulk packaging options include bags, boxes, and containers, and we can accommodate custom packaging requests to meet specific needs, as well as label it according to the client's specifications.

Shelf-Ready | Shelf-ready packaging, on the other hand, is designed for retail customers who require ussually smaller quantities of products that are ready to be put on shelves for sale. Our shelf-ready packaging options include resealable bags, jars, boxes and cans, all of which are labeled with product information, customizable arts and nutritional facts.

Quality Packaging | We understand that maintaining the quality and freshness of our products during shipping is of utmost importance to our customers. That is why we take great care in our packaging and shipping processes. We use special packaging materials, such as insulated boxes and cold packs, to ensure that our frozen and perishable products remain fresh during shipping.

Quality Control | We also have strict quality control measures in place to ensure that our products meet our high standards of quality and freshness inside their packages. This includes regular inspections of our warehouse facilities, as well as quality testing of our products before they are shipped.

- How does Customer Service work at Southlander?

CUSTOMER SERVICE is our priority as we understand that ordering products can be a complicated process, which is why we are committed to providing excellent customer service every step of the way. Our Sales Representatives will accompany all clients through the entire ordering process, from selecting products to final delivery.

Our Sales Representatives will accompany all clients through the entire ordering process, from selecting products to final delivery. Sales Representatives are available to assist you 24/7 through WhatsApp chat or Email, or via telephone during office hours.

Assistance 24/7 | If you have any concerns about your order, our Sales Representatives are available to assist you 24/7 through WhatsApp chat or email, or phone during office hours. We understand the importance of tracking your shipment, making changes to an order, or addressing issues with delivery, which is why we make ourselves available to assist you throughout the process.

Transparency | We are committed to providing timely and accurate information about your order, including shipping and delivery times, and any other relevant information. Our Sales Representatives will keep you informed throughout the process, and we work hard to ensure that our deliveries are timely and reliable.

After-Sales Support | We offer various payment options, agreements, and due documentation that require after sales support, we try to make the process as seamless as possible for our clients. Our goal is to provide exceptional service, ensuring that our new clients become satisfied recurring customers and have a positive experience with Southlander.

- Are there any Refund Policies at Southlander?

OUR REFUND POLICY understands that there may be circumstances that require a refund, we strive to ensure that our customers are satisfied with their orders, and we encourage our customers to carefully review their orders and ask for samples before submitting them to avoid any mistakes or issues. Our sales representatives will be available to assist with any questions or concerns during the ordering or applying-for-refund processes.

We encourage our customers to carefully review their orders and ask for samples before submitting them to avoid any mistakes or issues, however we understand that there may be circumstances that require a refund. Refunds need to be requested within 48 hours of receiving and order, that request may or may not be approved. Clients need to take notice that there are no-refund circumstances.

Requesting a Refund | If a customer needs to request a refund, they can contact our customer service team via WhatsApp chat, E-Mail or phone within 48 hours of receiving their order. The customer service team will work with the customer to determine the reason for the refund request and find a resolution.

Approval of Refund | In the event that the refund is approved, Southlander will refund the customer the full purchase price of the product, minus any applicable shipping or handling fees. The refund will be issued via the same payment method used for the original purchase.

No-Refund Circumstances | There are certain cases in which a refund may not be possible. These include if the customer provided incorrect shipping information and the package was delivered to the wrong address; if the product has been opened, used, or damaged after delivery; if the product was shipped internationally and was held or confiscated by customs; and if the product was a custom order or a special order that was not part of our regular catalogue of products.

- How does shipment insurance work at Southlander?

INSURANCE is necessary as shipments may sometimes be subject to unforeseen circumstances during transportation, that result in damage or loss of products. That is why we include non-negotiable shipment insurance in all our invoices as a means of protecting our clients' investment.

We include a non-negotiable shipment insurance in all our invoices as a means of protecting our clients' investment, and though Southlander's practices mitigate the chance of damages or losses resulting from improper packaging or handling of the product; take into account insurance will not cover damages or losses resulting from natural disasters such as hurricanes or earthquakes.

Coverage | Our shipment insurance provides coverage for the value of the goods during transit, including damage or loss caused by accidents or theft. This insurance applies to all orders and is automatically added to the shipping costs as a non-negotiable prerequisite for all shippings.

Advantages | The advantages of our shipment insurance are many. Firstly, it provides peace of mind to our clients knowing that their investment is protected during transit. Secondly, in case of damage or loss, our clients can be reimbursed for the full value of the product or products they purchased. This ensures that our clients are not left with losses due to unforeseen circumstances.

Exceptions | It is important to note that there are certain cases in which the insurance may not cover damages or losses. Southlander's practices mitigate the chance of damages or losses resulting from improper packaging or handling of the product; but take into account insurance will not cover damages or losses resulting from natural disasters such as hurricanes or earthquakes.

Emergencies | In the event that our clients experience any issues with their shipment, they should contact our customer service department as soon as possible. We will work closely with our clients to resolve any issues and ensure that they are satisfied with their experience with Southlander.

- How are transcontinental orders processed with Southlander?

TRANSCONTINENTAL ORDERS are our specialty as we specialize in international trade and offer shipping to customers worldwide. However, please note that there may be specific requirements and regulations for international orders that vary by country.

We specialize in international trade and offer shipping to customers worldwide; please note that there may be specific requirements and regulations for international orders that vary by country.

Customs Fees | Customers are responsible for any customs fees, taxes, or other charges that may be incurred when their order is shipped to another country. We are experts in navigating through custom fees of most, if not all, economical blocks, but we encourage our customers to check with their country's customs office to determine what these fees may be and how they are calculated.

Required Documentation | Customers may need to provide specific documentation, such as permits or import licenses, depending on the country of destination. Our sales representatives can assist customers in understanding these requirements and ensuring that all necessary documentation is completed.

Expertise | We are experts in navigating through all due processes to most, if not all, economical blocks, but to help customers navigate these regulations, we recommend consulting with external resources such as the United States Customs and Border Protection and European Union Customs.

Insurance | Please note that while we do everything in our power to ensure a smooth and hassle-free shipping process, Southlander is not directly responsible for custom delays, damages, or losses incurred during international shipments. That is why we require shipment insurance for all our clients, to guarantee maximum safety and satisfaction.

- What is Southlander's Non Disclosure Agreement (NDA)?

NON DISCLOSURE AGREEMENTS (NDAs) are included in all our contracts, as a legal clause that prohibits the disclosure of confidential information by one or both parties to a contract. We include an NDA clause in every contract we sign with our clients to protect their sensitive information and trade secrets.

We take our negotiations and our clients' confidentiality seriously, and our NDA clause helps us maintain a high level of trust and confidentiality in all our business dealings. It is included in all contracts we submit.

Confidentiality | The NDA clause covers any confidential information shared during the negotiation, ordering, and delivery process, including pricing, product specifications, and other proprietary information. This clause ensures that both Southlander and our clients maintain confidentiality and prevents any unauthorized disclosure or use of the information.

Safe Purchase | In international trade cases, the NDA clause is particularly important due to the sensitive nature of the information shared between the parties involved. Southlander works on individual negotiations with all our clients, and we understand that they may not want their competitors or the general public to know about their operations and purchases.