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Q How do overseas customers get accessories and spare parts?
A While we don't have warehouses globally (except in Indonesia and Thailand), we can ship spare parts directly to overseas customers. You can contact our customer service team for assistance, and we'll arrange to ship the required parts. Alternatively, we can recommend reliable suppliers, and provide the necessary information so you can purchase the parts directly.
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Q Can I customize the machines to fit my specific production needs?
A Yes, we offer customized machinery solutions tailored to your requirements, whether it’s for product specifications, performance needs, or integrating top-brand components like Siemens and ABB to enhance durability and efficiency.
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Q How long is the delivery time, and do you offer international shipping?
A Delivery typically takes 30 days after payment, and we provide international shipping to regions including North America, Europe, and Southeast Asia. Delivery times and costs may vary based on location.
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Q How quickly can I get support if there’s an issue with the equipment?
A We offer fast support in three ways:
- Call our 24/7 hotline for remote guidance.
- Scan the WhatsApp/WeChat code to submit a work order, and an engineer will connect with you.
- Global customers can receive localized support through our overseas service centers. Simple faults are typically resolved within 48 hours, although time differences may affect response time.
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Q What is the warranty for your machines, and how does after-sales support work?
A We offer a 12-month warranty covering defects in materials or workmanship. After the warranty period, we provide lifetime paid repair services. Our 24/7 customer service is available to support you, and we also provide training and troubleshooting as needed.
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Q How does your factory control quality, and what certifications do your machines have?
A Quality is our top priority. We implement rigorous quality control throughout the manufacturing process, from part finishing to final assembly and inspection. Our equipment meets international standards, carrying certifications like CE, SGS, and more. Each product is fully assembled and tested before shipment to ensure the highest quality.
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Q What types of bakery products can your machines produce, and can they be customized?
A Our machines are designed to produce a wide range of bakery items such as bread, cakes, pastries, cookies, steamed buns, and more. We offer customization options for many machines, including integrating top-quality components like Siemens and ABB based on your specific needs.
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Q How do I place an order for your machines, and what are your payment terms?
A You can place an order directly through our sales team. After discussing your requirements, we will provide a quote and guide you through the order process. Our standard payment terms are a 30% deposit upon order confirmation, with the remaining 70% balance due before shipment. We also accept irrevocable letters of credit at sight, depending on the agreement.
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Q Does the equipment installation require professionals?
A Yes, we highly recommend professional installation by our certified engineers to ensure precise setup, debugging, and optimal performance. Along with the installation, we provide a comprehensive manual, an installation video, and a machine demonstration to assist global customers. Our 24/7 customer service is available to support you post-installation. If needed, our engineers can also visit your location for on-site installation, although additional charges will apply.
