Support
What happens after delivery
A machine is only worth owning if it can be kept running. Here’s what you get, what your building needs to supply, and what to do if something goes wrong.
Where it ships from, and who supports it
Two questions buyers ask before they commit: where it ships from, and who picks up the phone.
Ships factory direct from Hefei, China
Machines are built, tested and crated in Anhui and shipped straight to you — factory direct, which is why the price lands where it does.
Shipping is free and duties are paid, so the price you see is the whole cost. Typically 10–14 business days.
Support is based in the United States
Your first point of contact is US-based, on US hours, and can get answers from the engineers who designed the control.
Wear parts and electronics ship direct from the factory, and you get a part-numbered list with the machine so the right item is ordered first time.
Delivery — free, duties paid
The price you see is the price you pay. Shipping to your US address is included and we cover the import duties, so nothing gets added when the machine lands. Typically 10–14 business days.
What’s included in the price
- Free shipping to your US address
- Import duties paid by us — nothing due on delivery
- Typically 10–14 business days from order to delivery
- Runs from a standard 110 V wall outlet — no electrician, no phase converter
- Machinery test report with every machine
Nothing special to arrange at your end. When it arrives, it’s yours to unbox and set up.
Common questions
Who do I contact if it stops working?
Your quote carries the support route — a direct factory line plus the US contact. Because we build the control and the height controller ourselves, a question about a control fault reaches the people who wrote the software instead of a distributor relaying messages.
Are spare parts available?
Yes — wear items, control boards, height controllers, drives and power sources are all factory parts. You get a part-numbered list with the machine so the right item can be ordered first time. Ask for the current spares arrangement with your quote.
Is there an English manual?
Yes. Control and operation manuals are supplied in English, and we’ll send them before you buy if you want to read them first.
What about setup and training?
We walk you through setup by phone or video — wiring, torch standoff, height-controller settings and a test cut on your own material. On-site commissioning can be arranged as part of the order; ask when you request a quote.
What if it arrives damaged?
Check the crate before you sign for it and photograph anything that looks wrong — that’s what a damage claim depends on, and it is far harder to resolve once you’ve signed. It’s the same advice for any machine from anywhere.
Send a photo of your panel first.
Tell us your supply and what you cut. We’ll tell you whether the machine fits — including when the answer is no.