FAQ
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Frequently Asked Questions
All assembly and shipping take place in our workshop in Shandong, China. 80% of the materials and components come from here. We handcraft many of our products starting the day after an order is processed. Estimated delivery times will vary based on where we are in the production schedule. We will endeavor to inform you of delivery times when you place your order.
Repair is always our preferred course of action. However, if after evaluating your item it is deemed not repairable, you may need to replace your product. Repairs are made to preserve the strength and integrity of the product. Based on the amount of labor involved, some repairs may incur a charge. You will be notified if this is the case prior to any work being done on your item. If your damaged product requires replacement, please be advised we cannot also return your original product to you.
Please check the condition of the carton before signing the delivery receipt: Our products are thoroughly inspected and carefully packed before leaving our factory. If you receive a product with visible or concealed damage, a damage claim must be made in writing within 5 days of receipt of the goods. If damage occurs during shipping, all packaging must be retained by the recipient. Take plenty of clear, well-lit photos of any damage to the device before unpacking it. Photos of each side of the box, including shipping labels, are required. Failure to do so may invalidate any claim.
Obvious Damage: If damage is discovered upon visual inspection of the shipment upon receipt, this must be noted on the delivery receipt and signed by both you and the driver. Otherwise, the carrier will refuse to honor your claim. Retain all packaging materials and notify the carrier immediately that you wish to have an inspection report produced.
Concealed Damage: If damage is discovered after the product has been unpacked, a concealed damage claim must be made immediately. Retain all packaging materials and notify the carrier that you would like the inspection report so that you can file a claim with the carrier.
Damaged or Defective Items: If you receive a damaged or defective item, please call 0086-182-311-39331 or contact a customer service representative directly as soon as possible. Please provide the representative with the order number and item number from the original confirmation email we sent you. We will make every effort to promptly replace the item.
Wrong Item: We apologize if you received a different item than what you originally ordered. We ask that you contact us before returning an item so that we can ship the correct item in a timely manner. Please provide your order number before calling. Additionally, before contacting us, please be prepared to detail the differences between the items you ordered and what you received.
We will get back to you with a quote within 1-3 days based on the quantity of product you requested. You can contact us via chat support at any time to get the latest information on the status of your offer.
Please click the "Add to Quote" button and add the product to the "Quote List". After sending the quotation, we will review it and send the quotation to your email.
You can contact our online service and track your order at any time.
Payment Questions
You can pay online or via TT (Telefax). We will provide you with a TT account accordingly and specify it in each order.
Refunds are issued to the original method of payment. Please note that a refund to your credit or debit card may take up to two weeks to be confirmed by your financial institution.
Once you approve the offer in the email, you will be directed to the shopping cart page and place your order.
If your payment fails, double-check your payment details, ensure there are sufficient funds, and try again. If the issue persists, contact customer support for assistance. It could be due to various reasons, such as technical issues or security measures.
Some payment methods or regions may have associated fees. Check the terms and conditions or contact customer support to inquire about any additional fees before making a payment.
We take the security of your payment information seriously. Our website uses encryption and other security measures to protect your data. Always ensure that you are on a secure and trusted website before entering any payment information.
