FAQ

Ordering

How do I order on Kemcore?

Sign in (for existing customers) or register (for new customers).
Add items to your cart.
Before proceeding to checkout, you may request estimated tax and shipping. Fill in the required information and click “Estimate”.
Click “Proceed to Checkout” (located at lower-right).
Fill in all required information (such as name, address, shipping method, payment method, etc.).
Please note: Asterisks indicate required fields. Please be sure to fill in all of the required fields so that we have the information we need to process your order.
Review your order and click “Place Order” (located at lower-right).
Once your order has been submitted, you’ll see an Order Confirmation page with your web order number and order details.
An email order confirmation with the final availability, pricing, and number of your order will be sent to the email address associated with your user ID (to change this email address, go to My Account).
Payment should be received within 7 days of placing an order to guarantee quoted prices.

How do I order a specific bespoke blend or place an order with special requirements?

If you have special requirements or the product you are looking for is not featured in our catalogue, we are happy to assist. To explain your requirements, use the “Special Order Quotes” link (located at the top and bottom of the home page) or the “Ask a Question” link (featured under the “Buy Now” and “Add to Cart” boxes on the chemical product pages). Alternatively, you can send us an email message with your specific requirements. Whichever method you choose, a Kemcore representative will contact you shortly with the pricing and information you need.

I buy large batch quantities. Do you offer any discounts?

Yes, we can offer even greater savings when you buy in bulk. If you require more than 500 tonnes, please click “Special Order Quotes” at the top of the home page and fill out the online quote form.

Can I obtain a sample for my own analysis prior to ordering?

Yes, we are happy to send you product samples for your own testing. To request samples, click the “Request Sample” button at the bottom of the homepage (on the right, under “Services”). (Please specify that shipping costs are to be borne by the client).

Buying and paying

What is the Proforma Invoice and how do I receive it?

The “Proforma” Invoice is a final estimate that comes to you in the form of an invoice, based on your chosen products and shipping conditions. After you place an order, you will receive the Proforma Invoice by email.

What currencies do you accept?

We accept payment in U.S. dollars. No other currencies are accepted.

Please note that all payments must be in the form of a bank remittance so that both buyer and seller have an official written record of the payment transaction.

Who is responsible for paying the bank fees?

The buyer is responsible for all bank fees. Please confirm the cost of these fees with your bank before placing an order.

What is a TT Copy? Where can I get it?

Once you submit your payment for transfer at your bank, you will receive a Telegraphic Transfer Copy (TT Copy)as a proof of your remittance. The deposit slip may replace the TT Copy only if the TT Copy is not issuedimmediately by your bank.

Can you provide me with a receipt for my payment?

No, we do not provide receipts. The bank remittance provides an official written record of the payment transaction for both the buyer and seller.

How long does it take for my bank remittance to be transferred to your bank account? /Handling Time

The handling time is the number of business days it takes to ship the item after receiving your cleared payment. A payment is considered "cleared" after the money from the buyer has been deposited into our account. If the buyer pays by bank transfer, it may take several days.

This does not include the number of business days the shipping service will take to deliver the item to you.

Our normal handling time is within 15 days based on vessel availability. “Business days” are normal weekdays. Saturdays, Sundays, and major holidays do not count as business days, so you’ll want to keep them in mind as you determine the earliest delivery date for you.

Distances and Time

Refer to http://www.searates.com/reference/portdistance/

Please allow a minimum of three (3) business days for your bank remittance to be reflected in our bank account. This delay may cause some inconvenience, but it is the average amount of time required for interbank transactions.

Documentation

What are commercial documents and how do I receive them?

You, as a buyer, will receive the following documents:

1. Bill of Lading (B/L)

2. Insurance Document (if your purchase is CIF)

3. Certificate of Origin (if required)

4. Commercial Invoice

5. Pre-Shipment Inspection Certificate(if required)

6. Packing LIst

You will receive a draft of the above documents by your registered email within 7 days after vessel depart so that you can confirm all details. The final documents will be issued about 2 weeks after shipment. Buyer has a choice to request OBL (Original bill of Lading or Telex release B/L) and sent by mail.

What is the consignee?

The consignee is the product “owner-to-be”. The consignee can be a company or nominated shipping agents.

When providing us with your booking information, please list the consignee’s full company name, full address (without any abbreviations), and phone number(s).

Please note that:

・The consignee’s full name and address must be complete or your booking will be delayed by the shipping company.

・ The consignee's name cannot have any spelling mistakes. Even the smallest error can be subject to B/L amendment, which may cost you additional fees and time.

Please double-check to make sure that you have provided complete and accurate information.

What is the delivery address?

The delivery address is the address where all the original documents listed above are sent.

Can I verify that all information is correct on the B/L before you send it?

Yes, we will email you a copy of your B/L for your confirmation before we send it.

Country regulations

To get detailed information about your country’s regulations, please contact your clearing agent or the relevant government office in your country.

Pre-shipment inspection: If required, the buyer should contact customer service before placing an order. Pre-shipment inspections are on the buyer’s account.

Can products/chemical be delivered to my country/warehouse/site (specific location)?

Yes. For special delivery instructions (in case the buyer wants us to arrange inland transportation to a named destination), please use the “Special Order Quote” link.

How quickly will you ship my order?

We ship all products within 15 days of payment, except where export permit is required. In that case delivery shall follow export permit lead times.

I have my own preferred logistics provider – do I need to use Kemcore shipping agents?

No. We are happy to work with your preferred supplier. When you place an order you have the option to select FOB incoterms, and we will work directly with your 3PL/third-party shipping agent to ensure shipment of your chemical order.

How can I get the actual arrival date of the shipping vessel?

Once you have placed an order, we will email you a tracking link that you can use to check the status of your order. You can also view the status of your order under “Your Account Dashboard”. Click on this link to see updated information on your shipment and its progress, including the actual shipment arrival date.

Order Status

Why didn’t I receive my order confirmation email?

1. Check your email "junk mail" and "spam" folders to make sure that your Kemcore order confirmation did not end up in these folders.

2. To ensure that future Kemcore order confirmations are delivered to your email inbox, add the email address info@kemcore.com to your address book. This will alert your anti-spam system that you want to receive messages from Kemcore.

3. If you are still not receiving order confirmations, be sure to verify your email address on the Contact Information page on Kemcore.com.

4. If none of the above work, please contact Customer Care. You can call us at +852 3478 7314 during working hours. You can also leave a message on live chat or send us an email.

5. Please remember that you can always check your order status on Kemcore.com.

How can I view my order status?

To view your order status: Log in. Click “My Account”. Then click “My Order/Track” and “View Orders” (on the upper right-hand side of the “My Account” page).

Receiving your cargo

How do I find a clearing agent?

You can find a clearing agent by doing an internet search, or ask for our recommendation.

Can you send me to 2 sets of the B/L – one for me and the other for my clearing agent?

Unfortunately, we cannot send you two copies of the B/L. Shipping companies issue only one set of the B/L per cargo, regardless of requestsforadditional copies.

Glossary of Terms

B/L (Bill of Lading): A document issued by a carrier, or its agent, to the shipper as a contract of carriage of goods. Serves as a receipt for cargo accepted for transportation; must be presented for taking delivery at the destination.

Insurance Document: Proof of insurance for CIF shipments.

Commercial Invoice: A document required by customs to determine the true value of the imported goods for assessment of duties and taxes.

Pre-Shipment Inspection Certificate: Quality testing by 3rd party agency e.g. SGS.

Packing List: An itemized list included in the shipment that gives the quantity, description, and weight of the contents.

TT Copy (Telegraphic Transfer Copy): the paper copy of a bank transfer.

3PL /Shipping Agent: An agency responsible for handling shipments and cargo at ports and harbors on behalf of a shipping company (i.e., the agency represents the shipping company).

Transshipment: The transfer of a shipment from one vessel to another while in transit to its final destination.

Consignee: The consignee is the product “owner-to-be”, either a company or nominated shipping agents.

C&F (Cost and Freight): A term of sale signifying that the price invoiced or quoted by a seller for a shipment does not include insurance charges, but includes all expenses up to a named port of discharge.

CIF (Cost, Insurance, and Freight): A term of sale signifying that the price invoiced or quoted by a seller includes insurance and all other charges up to the named port of discharge.

Clearing Agent: A person or company authorized by international customs authorities to certify and manage consignments between countries (i.e., the clearing agent handles the customs-clearing processes for your goods.)

ETA (Estimated Time of Arrival): The date and time in which a ship journey is expected to arrive at a named city or port.

ETD (Estimated Time of Departure): The date and time in which a ship journey is expected to depart from a named city or port.

Export License: A document that confirms the noted items are being legally exported from their country of origin.

Export licenses are required for Sodium Cyanide, Sodium Sulphide, Sulphuric acid, Hydrochloric acid, Tributyl Phosphate (TBP), and Potassium Permanganate. To comply with Chinese export laws and specific license conditions, our end users must be licensed by the Chinese Government. We assist our clients in obtaining this license. The customer needs to provide us with the "Import Permit" and "End-user Certificate" to apply for the license, which typically takes about 45-60 days in China. Draft documents for "Import Permit" and "End-user Certificate" are available on request.

Export Permit: A document issued that ensures that the shipment is in compliance with applicable export control measures.

FOB (Free on Board): A term of sale under which the price invoiced or quoted by a seller includes all charges up to placing the goods on board a ship at the port of departure.

Forwarding Agent: A person or company that arranges the transportation of cargo from the port of discharge to the vehicle’s destination country.

Import Permit: A document issued by certain governments giving permission to import goods.

SGS: A company solely appointed by Kemcore to carry out pre-shipment inspections on all exports of chemicals.

Notify Party: The person that the shipping agent contacts to confirm the arrival date of the cargo’s vessel to the port.

Port of Departure: The departure point of a ship or shipment.

Port of Discharge: The place where a vessel is off-loaded and the shipments are dispersed to their respective consignees.

Terms of Sale

What are your terms of Sale and where do I find the document?

Terms of Sales are the delivery and payment terms agreed between a buyer and a seller. In international trade, terms of sales also set out the rights and obligations of buyer and seller as applicable in the transportation of goods.

You can find Kemcore’s Terms of Sales at the bottom of the website.