How Wholesale Orders Work

Every order we handle follows the same six steps. The sequence exists for a practical reason: in tobacco trade, mistakes are costly and hard to reverse, so the questions that decide whether an order can happen are asked first, and the commitments that are difficult to undo come last. This page walks through each step in detail, so that a buyer knows what to send, what to expect back, how long each stage tends to take and where orders most often go wrong.

If you would rather start than read, use the quote form. If you want to understand the process first, continue below. For the buyer's view of requesting a quotation, see the guide to requesting a wholesale quotation.

The steps at a glance

Why it matters. The specification defines the product. Without one, a price is just a number.

What you send. The product type (shisha tobacco, hookah tobacco, base or leaf), cut, target moisture, nicotine and sugar, the flavour list or "to be agreed", and any limits on stems and dust. If you do not have a specification, tell us what the product must do and we will propose one.

What we do. We confirm what can be offered against it, note any differences and propose alternatives where a target is not achievable.

Common pitfalls. Naming a flavour and nothing else; using single numbers instead of ranges; leaving out the labelling requirement.

Useful reading. The specification sheet guide and quality and specifications.

Why it matters. The written quotation is the document on which the order rests.

What you send. Your preferred shipping term (FOB, CIF, CFR or EXW) and payment approach.

What we do. We send a written quotation with the specification, packing, quantity, price and currency, shipping term and port, lead time, payment terms, document list and validity.

Common pitfalls. Comparing quotations on different shipping terms; ignoring the validity period; skipping the document list.

Useful reading. The Incoterm guide and the payment terms guide.

Why it matters. This is where commitments become binding.

What you send. Your written confirmation of the quotation, referring to its number and date, and the payment agreed.

What we do. We process the order, produce and pack the goods, carry out pre-shipment checks, arrange export clearance and hand the goods to the carrier under the agreed shipping term, then send the documents.

Common pitfalls. Confirming verbally; changing the specification informally after confirmation; paying to an unverified bank account.

Useful reading. Shipping and logistics and storing and handling shisha tobacco.

The split depends on the shipping term; see the Incoterm guide.

1. A reply that asks for what is missing.
2. A destination check, with honest feedback.
3. A written quotation with all the terms.
4. A document list agreed in advance.
5. Regular updates on timing.
6. Documents that match the goods.
7. A fair process if something is wrong.

Can I skip steps?

You can combine them in one message, but the questions still need answers. A complete enquiry covers steps 1 to 4 at once.

Do I need to know my specification before I ask?

No. Tell us what you need the product to do and we will propose a specification.

Can I change the order after confirming?

Changes are possible but must be agreed in writing, and price and lead time may change.

What if my licence is not ready?

Tell us. We can discuss the steps, but we cannot ship until you are authorised to import.

Do you offer samples?

Ask in your enquiry. Whether a sample can be supplied depends on the product and the destination's rules.

What if there is a problem with the goods?

Notify us promptly, in writing, with evidence, and we will agree a resolution on the terms in the quotation. See quality and specifications.

Even well-run orders meet problems. How they are handled matters more than whether they occur. The situations below are the ones that come up most often in tobacco trade, with a sensible response to each.

A delay in production

What to do: ask for the new date in writing and the reason. If the delay affects your import licence validity, your sales season or a customer commitment, say so, and discuss whether part of the order can ship earlier.

A customs hold or query at destination

What to do: your broker leads. Give them the documents, the specification and any certificate promptly. If the query concerns the description or classification on our documents, tell us at once so we can send clarification. Holds are usually resolved faster when the documents were consistent from the start.

Damage or moisture problems on arrival

What to do: photograph the container seal, the cartons and the goods; note the condition on the delivery receipt; keep samples; notify us and your insurer promptly, in writing. Do not sell affected goods until the matter is resolved.

A quality complaint

What to do: follow the process in the quotation. Provide lot numbers, photographs and, if possible, test results. Compare against the approved reference sample and the specification.

A change in your market's rules

What to do: tell us as soon as you know. Packaging, stamps or product rules may change before an order ships; we can discuss whether the order can be adjusted.

A payment issue

What to do: speak to us before the due date. Payment terms are agreed in the quotation, and problems are easier to solve early. Verify any bank detail change by phone before paying.

A change in your plans

What to do: tell us. Orders that are cancelled or changed after production starts may carry costs, and the terms in the quotation say how.

A few habits make orders smoother.

1. One thread per order. Keep all messages about an order in one email thread or with one reference number.
2. Confirm decisions in writing. If a decision is made on a call, send a short message to record it.
3. Use the quotation number. Reference it on every document and message.
4. Share changes early. Licence, address, consignee, port or rule changes.
5. Name a contact. On each side, one person who can decide.

After a successful first order, repeat orders are simpler. The specification, packing and documents are already agreed, so the process shortens: confirm quantity and timing, receive an updated quotation, confirm and pay. For buyers with steady needs, a supply plan with scheduled deliveries over a period can help both sides plan production, freight and cash. The plan should state the specification reference, the quantities and dates, how prices are reviewed and how changes are agreed.

1. Tell us your destination market. Regulation, labelling and documents depend on it.
2. Tell us the product and specification. Tobacco type, cut, moisture, nicotine, sugar and packing.
3. Tell us the quantity. Per order and, if relevant, per year.
4. Receive a commercial quotation. Written, with shipping term and lead time.
5. Confirm documentation and logistics. See documentation and shipping.
6. Order processing. The order is prepared against the agreed specification.