Frequently Asked Questions (FAQ)

This section addresses common questions from commercial operators regarding bulk purchasing, manufacturing, logistics, and machine maintenance.

I. Purchasing & Orders

Q: What is the Minimum Order Quantity (MOQ) for machines? A: Our standard MOQ varies by product line, but typically starts at 5 units for smaller redemption or claw machines, and 1-2 units for large simulators or custom builds. This allows us to offer competitive factory pricing and optimize freight costs.

Q: How do I request a wholesale quote? A: Please use our "Request a Wholesale Quote" form, providing your company name, target order quantity, and destination country. We will issue a formal quote based on FOB [Your Nearest Port City, China] terms within 24 working hours.

Q: What are your accepted payment terms? A: We primarily accept T/T (Telegraphic Transfer/Wire Transfer). Standard payment terms are a 30% deposit to begin production, with the 70% balance due upon presentation of the Bill of Lading (B/L) and inspection completion before shipment.

Q: Can you handle custom designs or branding? A: Yes. We offer comprehensive customization services for cabinet graphics, control panel layouts, and branding, ensuring the machines fit your venue’s unique theme. Customization may affect the final price and production lead time.

II. Production & Logistics

Q: What is the Production Lead Time for bulk orders? A: The average production lead time is 20-35 working days after the deposit is received and artwork/specifications are approved. The final timeline depends on the complexity of the machines and the total order size.

Q: What Incoterms do you use for shipping? A: Our standard pricing is quoted FOB (Free On Board) from our nearest port in China. We can also arrange quotes for CIF (Cost, Insurance, and Freight) or DDP (Delivered Duty Paid) upon request, but the buyer is responsible for destination country duties and customs clearance under FOB terms.

Q: Do you offer FCL and LCL container shipping? A: Yes. We manage both FCL (Full Container Load) and LCL (Less than Container Load) shipments globally. We provide CBM calculation and container loading plans to maximize freight efficiency for your order.

Q: How is shipping insurance handled? A: Insurance up to the point of export is covered under our standard terms. We highly recommend and can arrange comprehensive cargo insurance that covers the goods up to the final destination to protect your investment during transit.

III. Warranty & Support

Q: What is your warranty policy for commercial machines? A: We offer a 12-Month Limited Parts Warranty starting from the B/L date for major components (PCBs, monitors, mechanisms). Consumable parts like buttons and fuses have a 90-day warranty.

Q: How do I get technical support for a machine? A: For the fastest resolution, please contact our technical support team directly via WhatsApp (+86-13702548692). Provide your invoice number and a video/photo of the issue for immediate remote diagnosis and troubleshooting.

Q: Do you provide spare parts? A: Yes. We guarantee the availability of spare parts for all machines for a minimum of one (1) year after purchase. We offer post-warranty parts purchasing at our standard factory rate.