General Information 1. How long has your company been in business? We have been in the domestic trade business for 20 years and in the foreign trade business for 8 years. 2. Is your company a factory or a trader? We have our own factory, R&D teams, Kitchen Engineering Department, aftersales department, and sales teams. 3. Can your products match a competitor’s price? Yes, we will always attempt to match any competitor’s price on the same product. 4. Can I get a piece free sample from your company? The company’s policy does not allow this. However, we can apply a lower price for your first trial order. When you place your big order next time, the sample fee will be returned to you. 5. Our company wants to be your distributor, can you share with us your dealer policies? Glad to hear the news. For more information about discounts or dealer policies, please feel free to call or email us. 6. What shipping options are available? The shipping way is depended on the weight, the packing size, and the shipping time. It is best if the customer has their own shipment forwarder to arrange the shipment of goods; But if not, the customer needs our assistance, we can negotiate competitive prices with the shipping carriers to provide affordable service to our customers, but please pay the shipping fee in advance. In order to avoid accidents that may occur, we recommend that all customers purchase insurance for the goods. Payment & Purchasing 1. I’d like to know your Payment way, what payment systems do you accept? We can accept T/T, PayPal, and Western Union, but we prefer T/T Payment terms. It is better to pay us through the Alibaba platform or directly transfer money to our Smabo account in Hong Kong. Please inform us of the transfer information or send us the bank bill in time, so that your order can be arranged quickly. 2. What happens if I don’t need my order delivered urgently? You may place your order by paying a 40% deposit and we will hold your goods for a maximum period of 3 months. As one week prior to delivery is needed, you will need to notify us so we can arrange the shipping time and the final payment before dispatch. Warranty Details 1. How long does the warranty period of your products? Below is our reply: a) Under normal use, all induction cookers have 1 year warranty period (please note that glass-ceramic is not covered in the warranty); b) For simple repairs problems: we send you a repair form, customers need to fill out the form and then take clear photos & small videos for us (including the cooker’s number) so that we can provide detailed after-sales solutions. If need face-to-face video guidance, please tell us in advance. c) If the core component of the cooker is broken: some spares parts can be shipped to you during the warranty, and the customer needs to pay the freight cost before shipment); Outside the warranty period, customers need to purchase spares parts from us. d) Considering long-term cooperation: if you can send your technicians to our factory, we can teach your technicians to learn more repair technologies. 2. Will the warranty period be voided? Sure, we can void your warranty if you incorrectly use your product or intentionally damage the product. 3. What help can your company provide if my cookers are not working? In order to effectively help you, all after-sales repairs must fill out the repair form and take photos or small videos for us so that we can provide after-sales solutions as soon as possible. If you need to send repair parts, we will make arrangements in the shortest possible time. Please note: We can’t help you without your repair details.