1. What payment methods are supported?
Alibaba platform payment
Bank transfer: Supports corporate account transfers (available for large orders, please contact customer service for confirmation);
Note: All payments are processed with SSL encryption to ensure the security of your funds and information.
2. Can you provide an invoice?
International orders: A commercial invoice will be provided and shipped with the goods for customs clearance purposes.
3. Are there discounts for large orders?
Yes! For bulk purchases or long-term cooperation customers, please contact customer service to apply for tiered discounts, customized solutions, or exclusive services. Specific discounts will be negotiated based on the product and order size.
4. What are the product usage steps? Is there a detailed user manual?
We will include a product manual, and remote video guidance is available during installation. Our professional customer service team will answer any questions you may have.
5. What is the product warranty period?
The product warranty is 1 year, core electrical components have a 6-month warranty, and the fiber tray has a 6-year warranty.
6. Are there any additional fees at the destination port? Who is responsible for them?
Common fees at the destination port must be settled by the consignee upon collection of the goods, including:
Terminal handling fee (D/O fee): Basic unloading and warehousing fees at the destination port;
Unpacking fee (for LCL shipments only): Shared among all LCL cargo;
Import duties and taxes: Customs duties and Value Added Tax (VAT), levied according to the regulations of the destination country's customs;
Demurrage charges: Storage delay fees charged by the terminal if the goods are not collected promptly after arrival.
7. How long after arrival at the port must the goods be collected? What are the consequences of not collecting the goods?
Collection time limit: The free storage period after the goods arrive at the port is usually 3-7 days (varies depending on the port);
Consequences of exceeding the time limit: Demurrage charges will be applied (accumulated daily). If the goods are not collected for more than 30 days, the terminal has the right to auction the goods as unclaimed cargo.
8. What if the goods are damaged, lost, or short-shipped?
Claim Requirements: Marine insurance must be purchased (strongly recommended for high-value goods);
Processing Procedure:
Inspect the goods immediately upon delivery. If any problems are found, take photos/videos immediately and obtain a damage certificate from the terminal;
Contact customer service within 24 hours to submit a claim application and supporting documents;
After verification by the insurance company, compensation will be paid within 7-15 business days based on the value of the goods.
Without insurance: The shipping company will only compensate according to international maritime law, with a limit of 8.33 Special Drawing Rights (SDR) per kilogram.