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1. Product Quality Issues
For cases where products are significantly inconsistent with confirmed orders, proofs, samples, material structures, or acceptance criteria, we initiate our after-sales verification process. Common issues include:
Obvious color deviations, severe registration errors, missing graphics, or abnormal blemishes in printing
Delamination, blistering, or other structural abnormalities in laminated materials
Significant dimensional discrepancies, poor sealing, abnormal opening, or inadequate heat seal strength in bags
Material structure inconsistent with confirmed order or samples
Upon verification that the issue is our responsibility, we will negotiate remedial actions with the client—including rework, replacement, refund, or other reasonable solutions—based on the issue proportion, impact on use, and delivery status.
2. Shipping & Delivery Anomalies
Obvious damage, moisture, compression, or product damage to outer cartons during transit
Quantity received inconsistent with shipping manifest or dispatch list
Logistics anomalies affecting client production or usage plans
We assist in verifying shipping records, packing lists, and receipt information, and coordinate with logistics providers as needed.
3. Technical Support for Actual Usage
For issues arising during the use of flexible packaging products on packaging equipment, heat sealing, or storage, we provide the following technical recommendations:
Recommendations for film feeding, tension, forming, and heat sealing parameters on automatic packaging machines
Heat sealing temperature, pressure, and time references based on material structure and thickness
Material optimization suggestions based on barrier, puncture resistance, low-temperature resistance, or oil resistance requirements
Troubleshooting for unstable film feeding, weak seals, air leakage, wrinkles, whitened seal edges, or bag damage
Service Commitments
Timely Response —— Confirm issue type and assigned personnel within 24 hours of receiving complete information
Batch Traceability —— Verify against orders, production records, inspection data, and retained samples
Clear Solutions —— Explain resolution approach and estimated completion timeline based on verification results
Continuous Improvement —— Implement corrective measures for confirmed issues to prevent recurrence
FAQ
How is after-sales service for food packaging guaranteed?
＋ －Dotal New Material's after-sales service adheres to the principles of "verifiable issues, traceable batches, and actionable feedback," covering product quality issues, shipping & delivery anomalies, and technical support for actual usage. For common food packaging issues such as film feeding, tension, and heat sealing parameters on automatic packaging machines, professional technical recommendations are available. Issue type and assigned personnel are confirmed within 24 hours of receiving complete information, ensuring timely and effective resolution of client concerns.
Does Dotal New Material support eco-friendly and recyclable solutions for beauty packaging?
＋ －Yes. Dotal New Material offers mono-material PE (all-PE structure) recyclable daily chemical packaging solutions, compliant with EU packaging regulations and global ESG trends. The company was named a Demonstration Unit of Hunan Provincial Green Manufacturing System in 2022, with production facilities equipped with RTO environmental protection systems. The company also holds FSC Chain of Custody certification, ensuring sustainable and traceable raw material sourcing. Dotal New Material helps beauty brands achieve sustainable development goals and enhance their eco-friendly brand image.
How is after-sales service for customized packaging guaranteed?
＋ －Dotal New Material's after-sales service for customized packaging adheres to the principles of "verifiable issues, traceable batches, and actionable feedback". Service scope covers product quality issues (color deviations, delamination/blistering, dimensional discrepancies, material inconsistencies, etc.), shipping & delivery anomalies, and technical support for actual usage (film feeding, sealing, air leakage troubleshooting, etc.). Issue type and assigned personnel are confirmed within 24 hours of receiving complete information. Following internal verification, resolution plans are communicated with the client. After completing rework, replacement, refund, or technical support, resolution is confirmed and improvement measures are documented.
What does Dotal New Material's customized packaging service include?
＋ －Driven by "New Thinking, New Technologies, New Materials," Dotal New Material provides one-stop customized services from structural design and material selection to prototyping and mass production. The process includes: Needs Consultation (product characteristics, brand positioning, usage scenarios) → Solution Design & Material Selection (professional recommendations from R&D team) → Sample Approval (rapid sample completion) → Mass Production (full chain in-house) → Delivery & After-Sales. The company operates world-class equipment including Cerutti (Italy) 10-color presses, Tongze 3-in-1 solvent-free laminators, and Tani (Japan) imported bag-making machines, enabling rapid response to diverse customization needs.
What is Dotal New Material's service process and how is after-sales service guaranteed?
＋ －Dotal New Material has established a standardized five-step service process: Needs Consultation → Solution Design & Material Selection → Sample Approval → Mass Production → Delivery & After-Sales. The company employs over 400 staff, including more than 100 professional technical specialists. After-sales service adheres to the principles of "verifiable issues, traceable batches, and actionable feedback," covering product quality issues, shipping & delivery anomalies, and technical support for actual usage. Issue type and assigned personnel are confirmed within 24 hours of receiving complete information, ensuring timely and effective resolution of client concerns.
What safety standards do Dotal New Material's food packaging products comply with?
＋ －Dotal New Material's food packaging products strictly comply with GB 4806 series food safety national standards and GB/T 10004-2008 standard for plastic laminated films and bags for packaging. The company holds ISO 22000 Food Safety Management System certification and BRCGS Global Standard for Packaging Materials Grade B+ certification. BRCGS is a leading food safety certification standard recognized by the Global Food Safety Initiative (GFSI) and holds extremely high recognition within the global food industry. Products are widely used in food, pharmaceutical, and beauty sectors with stringent safety requirements.