Find US, EU, UK, CA, & AU requirements
Support Tickets
Step-by-Step Tutorial
Support tickets allow you to ask questions about US, EU, UK, Canadian, and Australian product
compliance requirements directly to our support team. We are available from Monday to Friday.
Ask up to 5 questions per support ticket
Request guidance at any stage of the process
We normally respond within 1 to 2 business days
What can we ask questions about?
Finding US, EU, UK, CA, & AU requirements
Product and packaging labelling Declarations, certificates & instructions Get lab suggestions and process guidance Guidance on how to respond to compliance checks Guidance related to EPR and packaging rules
Getting started
Labelling
Documents
Testing
Amazon
Packaging
Support Timeline
The image describes how support can be used throughout the process
Example A: Compliance Requirements List
Example B: Lab Testing
You can find a list of limitations and risks related to the support tickets in this document. Support tickets allow you to ask questions about US, EU, UK, Canadian or Australian product compliance requirements directly to our support team. We are available from Monday to Friday. 1. We can only respond based on what is written in regulation texts, guidance pages, and other official sources. Here are some examples of sources we use: 2. This also means that we can only address questions to the extent that these are addressed in the regulation texts, guidance pages, and other official sources. Bear in mind that the sources do not address every possible scenario or question. 3. Note that we can also provide guidance based on our own experience. However, this is limited to practical aspects of the process (e.g., how to submit samples to testing companies). You can find a list of limitations and risks related to the support tickets in this document. 1. You can submit a support ticket listing up to 5 questions. 2. Each support ticket can only be dedicated to a single product and market. 3. You can ask questions related to information in a Compliance Requirements List. 1. You can ask questions about information in the generated compliance requirements lists: 2. You can ask questions about practical areas of product compliance, such as: 3. Request help with lab test bookings and other third-party services 4. Request feedback on test reports and documents obtained from your suppliers The number of support tickets depends on your plan: Yes, you can buy additional support tickets on this page. 1. You can submit test reports when asking questions. 2. However, we do not ‘approve’ or ‘confirm’ certificates or other test reports. We are not involved in the testing process; we cannot know on what basis a test report was issued. 1. You can submit certificates, declarations and other compliance documents when asking questions. 2. However, we do not ‘approve’ or ‘confirm’ certificates or other documents. 1. You can ask questions about product and packaging labelling requirements. 2. You can also request guidance related to label file formats and other technical parameters. 3. However, we do not ‘approve’ or ‘confirm’ label files. That said, you can request a third-party label review from our partners via the platform. We normally respond within 2 work days (Monday to Friday, excluding public holidays in Hong Kong). However, we may need 4 to 7 work days to respond to questions that require additional research.Feature Overview
What is a support ticket?
How can I use support tickets?
Sources and versions
Limitations and risks
How many questions can we ask per support ticket?
What kind of questions can we ask?
How many tickets are included?
Can we buy additional support tickets?
Can you review test reports?
Can you review our certificates or other documents?
Can you review label files?
How long does it take to receive a response?