Frequently Asked Questions
Explore our frequently asked questions to learn more about Feller products, services, and cooperation opportunities.
Qualifications & Capabilities
Are you a factory or a trading company?
We are a manufacturer with our own factory, complemented by a dedicated international sales department serving global clients directly. This ensures you receive the most competitive pricing, consistent quality, and flexible delivery schedules.”
Do you have API certificate? Can you produce oils meeting API SP/SN PLUS standards?
Yes, we have API’s EOL (Engine Oil License) certificate. Our core products have obtained the latest certifications including API SP and SN PLUS (certificate numbers available for verification). We can also apply for exclusive API certificate for your brand upon request.”
Do you offer OEM/ODM services? What is the minimum order quantity (MOQ)?
OEM/ODM is our core business. We can manufacture according to your formula or provide a full-service solution from formula development to filling. MOQ depends on product type and packaging: typically 1 x 20-foot container (approx. 16-20 tons) for automotive oils; lower trial order quantities are negotiable for industrial oils or special packaging.”
What quality system certifications do you hold?
Our factory is certified under ISO 9001 Quality Management System and ISO 14001 Environmental Management System (and ISO 45001 where applicable). We implement rigorous quality control throughout the entire process, from raw materials to finished products.”
Product Quality & Specifications
How do you ensure consistent product quality?
We utilize additives from leading international brands (such as Lubrizol and Rhenium) and stable base oil sources. Each batch undergoes rigorous laboratory testing prior to shipment, and a Certificate of Analysis (COA) is provided with every delivery to ensure compliance with specifications.”
Can you provide MSDS and TDS?
Certainly. We provide professional English versions of MSDS (Material Safety Data Sheets) and TDS (Technical Data Sheets) for every product. A Certificate of Analysis (COA) for each order will also be included with the shipment.
What is the shelf life of the product? How should it be stored?
Unopened products typically have a shelf life of 3 to 5 years when stored in a cool, dry environment. We recommend avoiding extreme temperatures (freezing or direct sunlight) and keeping the product sealed to prevent moisture and impurities from entering.
Does the product meet environmental or regulatory requirements for [specific countries, e.g., the United States, the European Union]?
Our products can be tailored to meet target market requirements. For example, we can provide low-sulfur, low-ash, biodegradable oils compliant with regulations such as EU REACH, SVHC, or US VGP. We will confirm compliance based on your market.
Pricing and Transactions
Can you please quote the price for 20 tons FOB Qingdao Port, price in USD?
To provide the most accurate quote, I require several key details:
What is your target market?
What specific product is required (e.g., API SN 5W-30 fully synthetic)?
What are the packaging requirements (e.g., 1L/4L plastic bottles, 200L steel drums, IBC ton containers)?
Are there any required certifications (e.g., besides API, do you need OEM certification)?
Based on this information, our sales person will provide you with a detailed quotation.”
What are the payment terms?
For new customers, we typically require a 40% deposit, with the remaining 60% payable upon receipt of a copy of the bill of lading. For long-term partners, we can discuss more flexible payment arrangements.
How long is the lead time?
For standard orders of regular products, the production cycle is approximately 15-25 days, the exact timeframe depending on order volume and packaging complexity. We will provide you with a precise date based on our production schedule and track progress throughout the entire process.”
Regarding Logistics and After-Sales Service
Can you provide all customs clearance documents for exports to [Indonesia]?
Yes, we are professional exporters. We provide a full set of customs clearance documents, including commercial invoices, packing lists, bills of lading, COO (Certificate of Origin), as well as MSDS and COA upon request. We can assist with relevant certifications (such as SONCAP, PVOC, SABS, etc.), but related fees will be borne by yourself.
What should I do if the goods arrive damaged or have quality issues?
We guarantee that every shipment undergoes rigorous quality inspection. However, should any issues arise, please provide clear on-site photos and videos as evidence within 7 business days of receiving the goods. We will immediately investigate the cause and work with you to find a solution, including replacement, refund, or insurance claim.
Do you offer free samples?
We can provide 1-2 liters of small samples free of charge for your testing, but shipping costs will be borne by you. Once you confirm your order, we can deduct the sample fee from the total payment.
Do you provide technical support?
Absolutely. We have a team of professional engineers who can offer product selection advice, resolve technical issues, and even conduct on-site lubrication audits or training for large clients. We are not just a supplier—we are your technical partner.
Market & Competition
What advantages do your products offer compared to Shell and Mobil?
We offer ‘equivalent quality at more competitive pricing’ and ‘greater service flexibility.’ As a Chinese manufacturer, we can swiftly respond to your customization needs (e.g., formulas, packaging) while ensuring shorter lead times. Our goal is to become your reliable, cost-effective strategic backup or primary supplier.”
Do you have agents in (such as Southeast Asia)? Can we become your exclusive agent?
We develop agents based on market conditions. For markets you’re interested in, we can start with small orders to evaluate market performance and our mutual compatibility. If results are satisfactory, exclusive agency rights can be discussed—this typically involves annual sales commitments and market development plans.
Can we visit your factory?
We’d be delighted to invite you to visit our factory! This helps build deep trust. Please share your itinerary in advance, and we’ll arrange a dedicated guide to show you our R&D labs, production lines, and quality control processes.
