FAQ & Support
Frequently asked questions
Answers about samples, MOQ, OEM/ODM, production lead time, delivery and after-sales support.
Can I order a sample before a bulk order?
Yes. Paid samples are available for every current product, and sample shipping is paid by the buyer. The sample charge can be credited toward your subsequent bulk order.
What is the minimum order quantity?
V18, V22, C708 and VA30: 30 pcs for neutral products and 500 pcs for OEM/ODM or private-label orders.
Window Cleaning Robot and K15: 60 pcs for neutral products and 1,000 pcs for OEM/ODM or private-label orders.
What can be customized for OEM/ODM orders?
Available customization includes logo application, product colour, accessory configuration, labels, neutral or colour-box packaging and multilingual instruction manuals. Final colours, accessories and packaging are recorded in the quotation and Proforma Invoice.
What is the OEM/ODM production lead time?
V18: 10–15 working days.
V22: 15–25 working days.
C708: 20–30 working days.
VA30, Window Cleaning Robot and K15: 30–40 working days.
What are your standard payment terms?
Our standard payment terms are 30% deposit and 70% balance. The agreed amount and payment schedule are recorded in the Proforma Invoice.
Which trade terms do you support?
We support EXW, FOB and CIF. Tell us the destination and preferred trade term when requesting a quotation so the appropriate cost can be calculated.
Which certifications are available?
CE, RoHS, FCC and UKCA documentation is available. Contact us with the product model and destination market when you need certification documents for review.
What happens after I confirm an order?
We confirm the model, configuration, quantity, branding, accessories, packaging and delivery terms in the quotation and Proforma Invoice. After the deposit and artwork are confirmed, production begins. Products are then inspected, packed and prepared for dispatch. The remaining balance is paid according to the Proforma Invoice before shipment.
What information should I send for a quotation?
Please send the product or model, required configuration, quantity, destination and preferred trade term. For OEM/ODM orders, also include your logo, packaging or other customization requirements.
How is delivery quoted?
Delivery is quoted according to the selected EXW, FOB or CIF term, order quantity and destination. The applicable cost and arrangement are confirmed in the quotation for that order.
How do I request after-sales support?
Send the product model, order number, a clear description of the issue and supporting photos or video through our Contact page, WhatsApp or email. This helps us identify the issue before replying.
What warranty do you provide?
We provide a one-year warranty. If a quality issue occurs during the warranty period, send us the product model, order number and clear photos or video of the issue. After review, we can provide replacement parts or arrange a replacement according to the specific case.
Are accessories or replacement parts available?
Yes. Contact us with the product model and the part required so we can check compatibility and arrange the appropriate replacement part.
We usually reply within one business day.
Still need help?
Contact our sales and support team with your product, market or order details.