Question 1

I only have an idea — no product, no brand. Is it too early?

Accepted Answer

This is exactly the right moment. Most of the projects we take on start with an idea, a photo, or a sketch — nothing more. We begin by checking that the idea can be manufactured, at what cost, and from what quantity. You find out very quickly whether the project holds up, before you have spent anything.

Question 2

What exactly does OMNOYA do?

Accepted Answer

We manage the manufacturing of a product under your brand, from the idea to the first units delivered. In practice that covers six work streams: framing the idea, building the brand, designing the product, selecting the factory, following production and its inspection, and organizing the shipment. You are not obliged to hand us everything: you choose the pieces you are missing.

Question 3

How Are You Different from a Marketplace?

Accepted Answer

A marketplace connects people. It gives you access to thousands of suppliers and leaves you to sort, negotiate, verify, and import on your own. We do the opposite: we are not trying to show you as many products as possible, we take on the work between your idea and your stock. If you already know exactly what to buy, from whom, and how to import it, a marketplace will probably be enough.

Question 4

How much does a feasibility study cost?

Accepted Answer

Nothing. You describe your project, and within 48 business hours we come back with feasibility, minimum quantity, an estimated unit cost, and a lead time. You then decide whether to go further. No commitment is made at that stage.

Question 5

Do I need a registered company to work with you?

Accepted Answer

Not to start a study or a first sample. However, depending on the destination country and the volume, a commercial import may require a registration or an importer number. We tell you which requirements apply to your situation before the order, so nothing gets stuck at customs.

Question 6

Does the brand really belong to me?

Accepted Answer

Yes. The name, the logo, the visual identity, and the packaging artwork created for your project are assigned to you on an exclusive basis, from the moment the corresponding services are paid in full — that is Article 11bis of our terms and conditions. OMNOYA keeps no right to exploit your brand. You do remain responsible for checking that the name you choose is available and for protecting it in the countries where you sell: we are not registered trademark agents, and we warrant neither the availability nor the registrability of a name.

Question 7

Can you create my name and my logo?

Accepted Answer

Yes. Naming, logo, visual world, and packaging design are part of what we do. If you already have an identity, we start from yours and adapt it to printing and manufacturing constraints.

Question 8

Can I have a copy of an existing product manufactured?

Accepted Answer

No. We take on no project that consists of reproducing a protected product, applying a brand that is not yours, or imitating a registered design. This is the strictest limit on our activity, and it protects you as much as it protects us. On the other hand, drawing inspiration from a product category, improving on an existing use, or putting your own brand on a common format is entirely legitimate — and that is what most of the projects we work on are. When in doubt, describe the project to us: we will tell you what works and what does not.

Question 9

What happens if a counterfeit product gets through your checks?

Accepted Answer

Our filters are not infallible. If a counterfeit or contraband item is identified after the fact, the account of the member who listed it is suspended, the listing is removed, and the funds concerned are frozen while the case is investigated. A customer who ordered without knowing is not sanctioned on that basis: we pursue the remedies available to obtain a refund of the amounts paid. Depending on severity, the account can be permanently deleted and the case referred to the authorities or to the rights holder. The person who put the item online remains fully responsible. The details are in our anti-counterfeiting policy.

Question 10

Can I see the product before the production run starts?

Accepted Answer

Yes, and it is the rule. A sample is produced and submitted to you. Until you have approved it, the run does not start. The sample is invoiced, generally at a higher unit cost than the production run — that is normal, it is a one-off piece.

Question 11

Is the price you quote the final price?

Accepted Answer

The quote shows the price landed at your address, broken down line by line: product cost, product-specific manufacturing charges, freight, insurance if you take it, and shipping charges. Two caveats to know about: duties and taxes in the destination country can vary with the customs classification applied, and any change of specification after approval mechanically changes the price. No charge appears on delivery without having been announced.

Question 12

What payment methods do you accept?

Accepted Answer

Credit card, bank transfer, and, in some regions, mobile money. Payments are processed by specialist providers; OMNOYA does not store your card details.

Question 13

Do I have to pay in full at the time of order?

Accepted Answer

No. A deposit is required when production starts, with the balance due before shipping. The exact percentage is stated in your quote and depends on the product, the volume, and the factory.

Question 14

What happens if I cancel after paying the deposit?

Accepted Answer

It depends how far along things are. As long as the factory has not started production, part of the deposit can be returned after deducting costs already incurred. Once production has started, the deposit covers materials and work already committed and is no longer refundable. These cases are detailed in Article 5bis of our terms and conditions.

Question 15

Who is responsible if my shipment is lost or damaged?

Accepted Answer

OMNOYA selects the logistics agent and puts you in contact with them. The transport itself is performed and taken in charge by that agent, who bears responsibility for it. If something goes wrong, we step in with them to push your case forward — but we are not a carrier and we do not insure the goods in their place. That is exactly what the insurance option offered at the time of shipping is for: it allows us to require that a case be opened on the declared value of your goods and to press for acceptance of liability, without the outcome being guaranteed. The details are in our shipping terms.

Question 16

What exactly is the insurance option for?

Accepted Answer

A standard delivery travels without specific cover: if something goes wrong, your recourse is limited to what the logistics agent's contract provides, which is often far below the value of the goods. The insurance option changes that. It gives us a contractual basis to require the agent to open a case based on the declared value of the goods, rather than on the standard caps in its contract of carriage alone. It does not make OMNOYA a carrier or an insurer, and it guarantees neither the time frame, nor the amount, nor the outcome of the claim: it gives you real leverage where a standard delivery gives you none.

For a claim to succeed, it is up to you to demonstrate that the goods were not received or arrived damaged: absence of proof of delivery, documented refusal, photos of the packaging and contents on receipt, a written report. Without those elements the agent will reject the claim, whatever we do.

Question 17

What shipping methods do you offer?

Accepted Answer

Four, depending on volume and urgency: full-container sea freight, consolidated sea freight, standard air freight, and express air freight. Sea freight is the cheapest and the slowest; express air is the opposite. The quote presents the options relevant to your volume, with the lead time and cost of each.

Question 18

Do you deliver everywhere?

Accepted Answer

We deliver to the countries covered by our partner logistics agents. Some destinations, products, and materials are excluded for regulatory or customs reasons. Availability for your address is confirmed before the order.

Question 19

Can I return my order?

Accepted Answer

A custom production run made to a specification you approved is not a retail purchase: it is not taken back because you changed your mind. A return is possible when the goods do not match the approved specification, have a proven manufacturing defect, or were damaged in circumstances that give rise to a claim.

Except where the return results from a direct error by OMNOYA, return costs are borne by the customer. Our prices are built as close as possible to the real cost of manufacturing and shipping; they carry no provision for returns. That is the trade-off we make deliberately, so that you can manufacture at a price that stays workable. The full conditions are in our return terms.

Question 20

How long do I have to report a problem?

Accepted Answer

Seven business days from delivery. After that it becomes impossible to determine whether the defect came from production, from transport, or from handling after delivery, and the case can no longer be taken up with the factory or the agent. Photograph the goods as you open them, before any handling.

Question 21

What types of accounts exist on OMNOYA?

Accepted Answer

Five profiles, with distinct rights and responsibilities: customer, who orders; merchant, who lists products for sale; partner logistics agent, who performs the transport; sourcing partner, who identifies and vets suppliers; and affiliate, who promotes the platform. Each profile carries its own obligations, described on our roles and responsibilities page.

Question 22

How do I become a merchant or a partner on the platform?

Accepted Answer

From your account, by activating the corresponding role. Some roles are subject to approval: we verify identity, legal existence and, where relevant, the authorizations required for the activity. Access can be refused or withdrawn.

Question 23

Can my account be suspended?

Accepted Answer

Yes. The main grounds are listing counterfeit, unlawful, or restricted items, providing false information at registration, going around the platform to avoid fees, and repeated failures by a partner to meet its commitments. A suspension freezes access and any funds in progress while the case is investigated.

Question 24

How do I contact you?

Accepted Answer

Through the contact page, or from your account if you already have an order, a quote, or a request in progress — in that case the message is attached to your file and handled faster. We reply within 48 business hours.

Frequently Asked Questions

Starting a Project

Brand, Product, and Ownership

Price, Payment, and Quotes

Shipping, Delivery, and Returns

Account, Roles, and Support

Question not covered here?