Frequently Asked Questions

Please check your spam folder. If not there, please follow these steps:

1. Click the "Login" link at the top of the page and sign in with your email and password.
2. A warning will appear: "Your account has not been verified. Click here to resend the activation email." Click it to resend.
3. If you still cannot receive it, please register with a different email address.

Note: Your email is an important communication channel between you and us. We must confirm your email is working and able to receive messages from us.

Click "Login", then click "Forgot your password" and follow the instructions.

Please contact us with the correct address within 3 days of placing your order.

Please contact us directly to make changes to your order.

We ship to 173 countries and regions worldwide. If your country is not listed, please contact us for assistance.

Tracking information usually appears the next day on the carrier's website. However, during peak sales seasons, DHL/UPS/FedEx may not have enough aircraft capacity. When many shipments are queued for cargo space, tracking updates may be delayed. The waiting time is typically 3–4 days, but it may extend to a week.

Upon receiving the machine, open the box immediately and inspect all parts. If there is any damage:

1. Take clear photos of the damage.
2. File a formal complaint with your local DHL/UPS/FedEx by email.
3. Send us the complaint number you receive.

Once we confirm the damage occurred during transportation, we will send you replacement parts at no charge.

Please check our Estimated Delivery Time page for detailed information based on your location.

For shipments via DHL/UPS/FedEx: When the goods arrive in your country, the carrier will typically contact you by phone to assist with customs clearance. In some cases, you may need to proactively call them.

For shipments via Sea Freight or Air Freight Dedicated Line: You do not need to handle customs clearance. A dedicated freight forwarder will manage everything, including picking up the goods and arranging truck delivery to your doorstep.

We can declare a lower value for the product on the shipping invoice, which may help reduce your tax burden. Please note that some customs officers may request proof of payment. If you would like to declare a lower value, please contact us.

No, it does not. Please visit our Import Taxes & Customs Duties page for more information.

This option is available only for wholesalers and distributors.

Sorry, we cannot use your DHL/UPS/FedEx account.

EMS has weight restrictions and cannot be used for our machines. We offer more affordable shipping options such as Sea Freight Dedicated Line and Air Freight Dedicated Line for wholesalers and distributors.

Sorry, we do not ship machines to any city within China.

HS Code: 8465990000

Please check the following two common causes:

1. Your shipping address on the order does not match your address registered with PayPal. If they differ, the payment will fail.
2. Your PayPal account may have a spending limit. For example, in Japan, unauthenticated users cannot pay more than $1,000 per transaction.

If either applies to you, please contact your local PayPal support to verify your account.

Yes. Please follow these steps:

1. Select "PayPal" at checkout.
2. After submitting your order, you will be redirected to the PayPal website.
3. Log in and choose the "Credit Card" option.
4. Enter your card details and click "Submit". If successful, you will be redirected to our "Payment Successful" page.

Note: Make sure your card supports online shopping.

PayPal may not be available as a payment method in your country. Please choose an alternative payment method.

The minimum order total for Bank Transfer must be greater than USD $100.00.