RFQ

Q: What is your minimum order quantity?

A: All our products are supplied by the carton; you can purchase individual cartons.

Q: Can I get samples? How to order?

A: You can obtain free samples by contacting us; regular products have free sample models available. For details, please refer to the terms and conditions on the sample application form.

Q: Where do you ship from?

A: We ship from the Port of Shanghai.

Q: How do I know the status of my order?

A: You can check the status of your order by logging into your account. Our business personnel will update the logistics information in your account according to the logistics situation.

Q: What if my tracking information shows my package was delivered, but I didn’t receive it?

A: If your tracking information shows the package was delivered, but you can’t find it:

– The carrier may have placed the shipment in a secure location. Please check areas like front porches, side doors, back porches, or near the garage.

– Be sure to look for notifications about delivery attempts.

– If you still need help finding your package, please let Heaterk know within five days of the carrier’s delivery date so we can begin tracking and ship your replacement product using UPS.

Q: What if I am not satisfied with my purchase?

A: Any of our items may be returned within 30 days of receipt if:

– The item is unused.

– The item is in pristine condition.

– The item is in the original box.

– Special order items are not accepted for return.

– All returns are subject to approval.

– Any issues regarding damaged goods or shortages must be resolved within 30 days of the ship date.

If these conditions are met, the customer will pay for the return freight to our company. Upon receipt and inspection of the product, we will issue a refund, deducting less than a 30% restocking fee. If these conditions are met, a credit note will be given to the customer.

Please inspect all packages upon arrival and contact us immediately for damaged products by clicking the “Start a Support Ticket” link under the “Service & Resources” tab. We will replace any damaged products as soon as possible.

Q: Which countries cannot be traded with?

A: Chcmetal has perfected its global shipping capabilities, except for extremely remote areas where door-to-door delivery is not possible (you will need to pick up goods at the nearest logistics station); most other regions support door-to-door delivery.

Q: What types of payment do you accept?

A: We accept mainstream payment methods, including TT (Telegraphic Transfer), VISA, PayPal, Alipay, and DAT (Document Against Payment), etc.

Q: How often are items backordered, and how do I know if an item I purchased has been backordered?

A: Backorders are rare, but if a requested item is backordered, we will contact our customer via email as soon as possible. We cannot guarantee any shipping date at that time, but we will do our best to provide you with an accurate estimated arrival date.

If you ordered multiple items and only one is on backorder, we will usually send a partial order as a courtesy. Backordered items are automatically shipped to you once they are in stock.

Q: Who is responsible for paying duties, taxes, and customs fees?

A: Unless stated otherwise in a quotation or invoice, purchase prices exclude taxes, customs, import or export charges, and duties.

Q: What is your after-sales policy?

A: All merchandise sold on Chcmetal reflects its current standards and specifications. Only some items described here are suitable for some users.

We provide a one-year warranty for the temperature range or operating environment provided by Chcmetal. If there is any problem during the warranty period (which is extremely rare), we will send you a new product directly.

Chcmetal is not liable for any damages incurred if the product is used beyond its performance limits. Nevertheless, Chcmetal can offer guidance and recommend more suitable products tailored to your production environment.

Q: When will delivery be made after the order is placed?

A: Stock items will be shipped out within three days, while customized products will be shipped within 7 to 15 days, according to the production situation, regardless of the quantity.

Q: What if I can’t find the answer to my question here?

A: Please reach out to us to get answers to your questions.