Address
No.3185 Xizha Rd,Dachuangang, Zhenze,Wujiang,Suzhou,China
Work Hours
24/7 Global Support
FAQ
I. Basic Contact & Cooperation Consultation
A1: You can contact us quickly through the following 4 methods, and we will respond within a maximum of 36 hours: ① Click “Contact Us” in the upper right corner of the website homepage, fill in the consultation form, and we will take the initiative to contact you after submission; ② Send an email to the official email address (available on the Contact Us page or by clicking the button in the lower right corner of each page), you can indicate “Food Elevator Consultation + Your Company Name” in advance, and you can attach your specific needs (such as site size, load capacity requirements, etc.) to facilitate us to reply to you in the fastest and most targeted manner; ③ Call the international customer service hotline displayed on the website, which supports multilingual communication; ④ Add the business WhatsApp reserved on the website and send your needs directly for more efficient real-time communication.
A2: Our core cooperative customers are B-end customers worldwide, including hotels, restaurants, chain catering institutions, school canteens, hospital canteens, catering equipment distributors, general contractors, etc. As a B2B food elevator supplier, we mainly undertake batch purchase orders. The Minimum Order Quantity (MOQ) can be adjusted according to the product model, which can be negotiated with the business consultant in detail; most products can be ordered with a minimum of one unit, but it still needs to be communicated in advance.
A3: We can provide food elevator samples for you to test the quality on site. The sample policy is as follows: ① Sample fee: A reasonable cost (including production and packaging fees) will be charged according to the sample model and specifications. If you sign a batch purchase order later, the sample fee can be fully deducted from the order payment; ② Shipping process: After confirming the sample demand and fee, we will complete the sample production within 3-5 working days and ship it via international logistics such as DHL and FedEx. The logistics fee shall be borne by you (can be negotiated to be included in the subsequent order fee); ③ Sample time limit: The time limit of each international logistics is different, and the specific time limit depends on your country/region. This can be communicated with us in advance to determine which logistics to use. After confirmation, we will provide a logistics tracking number for you to check the progress.
II. Product-Related Questions
A4: We focus on global B-end food elevator supply. Our products cover a variety of types, suitable for different scenarios, with core specifications as follows: ① By installation method: Window-type food elevator (small footprint, suitable for small and medium-sized restaurants and canteens, no need for large-scale site renovation), floor-type food elevator (convenient for food cart entry and exit, suitable for hotels and large canteens with large food delivery volume); ② By load capacity: 0.2t-1.0t (can be customized according to needs); ③ By number of floors: 2-10 floors (suitable for catering places with different floor heights); ④ Core configuration: The car is made of 1.0mm thick 304 stainless steel, which meets food-grade hygiene standards. It has passed the third-party salt spray test for more than 800 hours, and is not easy to rust and deform; it is equipped with multiple safety protections such as magnetic induction door locks and limit switches, and the running noise is controlled below 45 decibels, which does not affect the normal operation of catering places; it adopts an optimized drive system, with a running speed of up to 0.5m/s, which is 20%-30% faster than ordinary food elevators in the industry, and the energy consumption is reduced by about 15%; ⑤ Applicable scenarios: Hotels, Chinese restaurants, Western restaurants, chain catering, school/hospital canteens, nursing homes and other places that need vertical food delivery. We can customize exclusive solutions according to your site size, food delivery volume and floor height.
A5: We support full-dimensional customization services to meet the personalized needs of different customers: ① Customization scope: Car size, load capacity, number of floors, color, material (such as special anti-corrosion material), control system (manual/automatic/intelligent control), safety configuration, etc., which can be flexibly adjusted according to your site conditions and usage needs; ② Customization requirements: Please provide detailed customization parameters (such as site size, floor height, load capacity requirements, special function requirements, etc.). If you have site drawings, you can provide them together, and our engineers will design an exclusive solution for you; ③ Customization cycle: The cycle for regular customized orders is 15-25 working days, and the cycle for complex customization (such as special specifications and batch customization) is 25-40 working days. The specific cycle can be determined through negotiation according to the order quantity and customization difficulty, and we will synchronize the production progress throughout the process.
A6: Our food elevators are produced in strict accordance with international and national relevant standards, with a complete certification system, which can meet the access requirements of different markets around the world: ① Core certifications: CE (EU), FDA (US, food contact material certification), ISO9001 (quality management system certification), ISO14001 (environmental management system certification), and strictly follow GB 25194-2010 “Manufacture and Installation Safety Code for Dumbwaiters”; ② Regional certifications: According to your target market (such as North America, Southeast Asia, the Middle East, etc.), we can assist in providing additional local required certifications (such as UL, SASO, etc.) to ensure the smooth customs clearance of products; ③ Quality assurance: Each food elevator undergoes strict no-load and load tests before leaving the factory to ensure stable operation and safety compliance, with complete test reports and certificates of conformity attached.
A7: ① Service life: Under normal use and regular maintenance, the service life of our food elevator can reach 10-15 years, and the service life of core components (motor, control system) can reach 8-10 years. The average trouble-free operation time of the equipment can reach more than 6000 hours, and the failure rate is 30% lower than that of similar products in the industry; ② Daily maintenance: It is recommended to clean the interior of the car every week (you can wipe the stainless steel surface with neutral detergent) and check whether the door lock and limit switch are normal; check the lubrication of guide rails and steel wire ropes every month and add lubricating oil in time; ask professional personnel to conduct a comprehensive inspection every six months (we can provide remote guidance or on-site inspection services); avoid overloading and illegal operations (such as forced door opening, loading sharp objects). If a fault occurs, contact our after-sales team in time and do not disassemble or repair it yourself.
III. Transaction & Payment-Related Questions
A8: ① Price explanation: The product price displayed on the website is a basic reference price, not the final transaction price. The final price will be adjusted according to your purchase quantity, product specifications, customization needs, delivery location and other factors; ② Costs included in the quote: Product production cost, packaging cost, factory inspection cost; ③ Costs not included in the quote: International logistics cost, customs duties, customs clearance fees, on-site installation fees (if installation service is needed, a separate quote can be provided); ④ Validity period of the quote: The validity period of a regular quote is 7-15 days. If there is a sharp fluctuation in raw material prices and logistics costs during this period, we will communicate with you in advance to adjust the quote.
A9: Our B2B transaction process is clear and transparent, ensuring the rights and interests of both parties throughout the process. The specific process is as follows: ① Consultation and communication: You contact us to explain your purchase needs (product model, quantity, specifications, delivery time, etc.); ② Program confirmation and quotation: According to your needs, we provide product solutions and detailed quotes (indicating product parameters, prices, delivery periods, payment methods, etc.); ③ Sample confirmation (optional): If you need, you can confirm the sample first, and sign a formal contract after the sample is qualified; ④ Signing the contract: After both parties confirm the quotation and plan, a formal sales contract will be signed (electronic contract or paper contract can be provided, supporting international general contract terms); ⑤ Payment of deposit: You pay the deposit according to the contract agreement (usually 30%-50% of the total order amount); ⑥ Production and inspection: After we receive the deposit, we start production. After the production is completed, we conduct a comprehensive inspection and provide you with a test report; ⑦ Payment of balance: After you confirm that the product is qualified, you pay the balance of the order; ⑧ Shipment and customs clearance: We arrange international logistics for shipment, provide a full set of customs clearance documents (commercial invoice, packing list, bill of lading, certification certificate, etc.), and assist you in completing customs clearance; ⑨ Acceptance and after-sales service: You accept the goods after receiving them, and we provide subsequent installation guidance, after-sales maintenance and other services.
Transaction security guarantee: ① Contract guarantee: Sign a formal sales contract to clarify the rights and obligations of both parties, which has legal effect; ② Payment guarantee: Support a variety of safe payment methods to avoid direct private transfers; ③ Quality guarantee: Products are strictly inspected before leaving the factory, with certificates of conformity attached. If there is a quality problem with the product, it can be returned or exchanged in accordance with the contract agreement; ④ Progress guarantee: Synchronize the production and logistics progress throughout the process, allowing you to grasp the order status in real time.
A10: We support a variety of internationally accepted payment methods, suitable for B2B batch transactions. The details are as follows: ① Main payment methods: T/T (Telegraphic Transfer, most commonly used and recommended), L/C (Letter of Credit, suitable for large orders, ≥500,000 US dollars), PayPal (only used for sample fees or small deposits), Wise cross-border remittance (suitable for multi-currency settlement with transparent fees); ② Payment cycle: Regular orders adopt the “30%-50% deposit + balance” model. The deposit needs to be paid within 3 working days after the contract is signed, and the balance needs to be paid before shipment after the product is produced and inspected to be qualified; for large orders, installment payment can be negotiated (such as 30% deposit, 30% in the middle of production, 40% balance); ③ Related requirements: Please indicate the order number when making payment to facilitate us to check the receipt in time; if L/C is adopted, please confirm the L/C terms with us in advance to ensure that the terms are consistent with the contract, so as not to affect the order progress.
A11: Order modification needs to be handled through negotiation according to the production progress. The details are as follows: ① Modification before production: If the order has not yet started production, you can contact the business consultant at any time to explain the modification needs (such as quantity increase/decrease, specification adjustment, etc.). We will adjust the contract and quotation, which will take effect after confirmation by both parties without additional fees; ② Modification during production: If the order has started production, it depends on the complexity of the modification content. Simple modifications (such as small quantity increase/decrease) can be adjusted through negotiation, which may generate a small amount of additional costs (such as raw material loss); if complex modifications (such as specification and customization parameter changes) affect the production progress, the production cycle and fees need to be renegotiated. If modification is not possible, we will inform you truthfully; ③ Modification after production: After the product is produced, the order parameters cannot be modified. If you have special needs, you can contact us to negotiate a solution (such as subsequent order adjustment).
IV. Logistics & Delivery-Related Questions
A12: We focus on global B2B logistics and distribution, and select the optimal logistics solution according to the order quantity and delivery location: ① Logistics methods: For batch orders (≥10 units), sea freight is preferred (low cost, suitable for large-volume goods), which can be delivered to major ports around the world; for small-batch orders (<10 units), air freight (fast time limit) or international express (DHL, FedEx, UPS, etc., door-to-door service) can be adopted; ② Delivery cycle: The sea freight cycle is usually 15-30 days (depending on the destination port, such as 15-25 days for North American and European ports, 7-15 days for Southeast Asian ports); the air freight cycle is 3-7 days; the international express cycle is 3-5 days; ③ Logistics arrangement: We cooperate with many well-known international freight forwarders and can provide one-stop services including booking, customs declaration and customs clearance. You only need to provide the receiving address and relevant customs clearance documents, and we will be fully responsible for the goods transportation and timely provide the logistics tracking number for you to check the goods location.
A13: ① Logistics cost: It is borne by the buyer by default. According to your needs, we can include the logistics cost in the total order price or provide a separate quote to help you choose the most cost-effective logistics solution; if your purchase quantity is large (≥50 units), we can negotiate to bear part or all of the logistics cost; ② Customs duties and customs clearance: Customs duties are borne by the buyer (the customs duty rate varies in different countries/regions, we can provide relevant references, and the specific rate shall be subject to the local customs); we will fully assist in customs clearance matters and provide a full set of customs clearance documents (commercial invoice, packing list, bill of lading, product certification certificate, certificate of origin, etc.). If you need, we can recommend local customs clearance agents to ensure the smooth customs clearance of goods; if the customs clearance is delayed due to incorrect customs clearance documents provided by the buyer, failure to pay customs duties in time, etc., the responsibility shall be borne by the buyer.
A14: ① Acceptance process: After you receive the goods, please unpack and accept them within 3 working days, check whether the product quantity, specifications, appearance and accessories are complete. If conditions permit, a simple no-load test can be carried out; ② Handling of damage/shortage: If damage or shortage of goods is found, you need to take clear photos/videos immediately (including outer packaging, damaged parts, and the whole product) and contact our business consultant in a timely manner. We will verify the situation within 2 working days; if the damage is caused by logistics transportation, we will assist you in claiming compensation from the logistics company and provide free replacement of damaged parts or products; if the damage or shortage is caused by our production and packaging problems, we will provide unconditional replacement and bear all related costs; if you do not put forward an acceptance objection within 3 working days, it will be deemed that the goods have passed the acceptance.
V. Installation & After-Sales Service
A15: We provide installation services worldwide. The details are as follows: ① Types of installation services: On-site installation (recommended, professional engineers install and debug on site), remote installation guidance (suitable for customers with professional installation teams, we provide detailed installation manuals and video guidance); ② Installation process: After the goods are delivered, you contact us to make an appointment for installation time. According to your region, we arrange professional engineers to visit (international installation needs to be booked 7-10 days in advance, and the engineer’s visa and transportation costs are borne by the buyer); after the engineer arrives on site, the installation and debugging will be completed within 3-5 days to ensure the normal operation of the food elevator, and simple operation training will be provided to your staff; ③ Installation fee: The installation fee is quoted separately, which depends on the number of food elevators, the number of floors, the installation difficulty and the region. It can be included in the total order price or paid separately; if you choose remote installation guidance, we will not charge additional guidance fees, only provide technical support.
A16: We provide a complete warranty service to ensure your long-term use: ① Warranty period: 1-year warranty for the whole machine, and 3-year warranty for core components (motor, control system, guide rail). The warranty period starts from the date when the goods are accepted as qualified; ② Warranty scope: Within the warranty period, if the food elevator fails due to non-human damage (such as motor failure, control system failure, guide rail deformation, etc.), we will provide free maintenance services and replace damaged parts (no parts fees or maintenance labor fees will be charged); ③ Warranty exclusion: Failures caused by human operation errors, overloading, illegal disassembly, force majeure (such as earthquakes, fires, floods) are not within the warranty scope. We can provide maintenance services, but parts fees and labor fees will be charged.
A17: After the warranty period expires, we still provide long-term and professional after-sales service to ensure the normal operation of the food elevator: ① After-sales service: Provide lifelong consulting services. If the food elevator fails, you can contact our after-sales team at any time. We will respond within 2 working days and provide remote guidance for maintenance. If remote maintenance is not possible, we can arrange engineers to visit for maintenance (reasonable labor fees and transportation fees will be charged); ② Spare parts supply: We have long-term supply of various original spare parts for food elevators (motor, door lock, control system, guide rail, etc.) with transparent prices and no intermediate price increases. You can order and purchase at any time, which will be quickly shipped via international express to ensure the timely delivery of spare parts; ③ Value-added services: Annual maintenance packages can be provided. Professional engineers conduct regular on-site inspections and maintenance to reduce equipment failure rate and extend service life. For specific packages, you can consult the business consultant.
A18: Our after-sales response time is unified, with synchronized global services and no regional differences: ① Regular response: During working hours (Monday to Friday, 9:00-18:00 GMT+8), after you submit an after-sales request, we will respond within 2 hours and provide a preliminary solution; ② Emergency response: If the food elevator has a serious failure (such as inability to operate, potential safety hazards), you can call the 24-hour emergency after-sales hotline. We will respond within 1 hour, arrange professional and technical personnel for remote guidance, and coordinate local cooperative service partners to visit for processing if necessary (the on-site time may be extended in some remote areas); ③ Spare parts response: After the spare parts are ordered, they will be shipped within 3-5 working days to ensure quick supply and reduce equipment downtime.
