FAQ - Ice Marvel

Product-related:

Q1. Do you test all your goods before delivery?

A1: Yes, we have 100% test before delivery.

Q2: Are your products of high quality?

A2: Yes, we take pride in providing high-quality kitchen equipment. Our products are crafted to exceed industry standards and undergo rigorous quality checks.

Q3: Can I request a sample of a product?

A3: Yes, we provide samples according to the client’s requirements. You will be required to pay for the sample and the courier cost.

Q4: Can I request a product catalog?

A4: Yes, you can request a product catalog. Please contact our sales team, and they will assist you with obtaining a catalog.

Q5: Do you offer installation services?

A5: We do not offer installation services because there’s no furthter installation needed when you receive our products. They are ready-to-use. However, our team can provide the necessary support if you need it.

Q6: Do your products contain refrigerants?

A6: No, all products that require refrigeration function do not contain refrigerants. This is because customs has strict control requirements for refrigerants and it will extend the time needed for customs clearance. We recommend that our clients refill the refrigerant after receiving the products. We will provide necessary guidance on how to fill a refrigerant, which type to be used, and how much the refrigerant needs to be added. If you need refrigerants, please contact our sales team for further information.

Q7: What packaging do you use?

A7: We use export wooden boxes or wooden frames for packaging, depending on the product.

Q8: How long is your lead time?

A8: It usually takes 10 days for fryers and 15~20 days for other products.

Q9: What voltage does your product use?

A9: If there are no special requirements, the voltage of our products is consistent with the voltage of the country where the delivery address is located. For example, if your delivery address is in California, USA, then we will change the voltage of the product to US voltage and use US plugs.

Q10: Do I need to register an account on your website to purchase products?

A10: Yes.

Order-related:

Q1: Can I change or cancel my order?

A1: Yes, you can change or cancel your order. Please contact our customer service team as soon as possible to assist you with the necessary changes.

Q2: Can I track my order?

A2: Yes, for the delivery service provided by DHL, FedEx, UPS, etc., you can track your order on our website by using the tracking number provided. As for sea shipping, we will feedback to you regularly on the sea shipping progress.

Q3: Can I place an order over the phone?

A3: Yes, you can place an order over the phone. Please contact our sales team, and they will assist you with the ordering process.

Q4: Can I get assistance with kitchen equipment selection?

A4: Yes, our friendly sales team can assist you with selecting the right kitchen equipment for your needs. Please contact them for personalized guidance.

Q5: Do you sell gift cards?

A5: Currently, we do not sell gift cards.

Q6: Can I change the shipping address after placing an order?

A6: Yes. Please contact our customer service team as soon as possible to request a change.

Q7: How do you process my order?

A7: After you submit your order information on our website, you will receive an email regarding your order. You need to make payment based on the information provided in the email. At the same time, our customer service staff will contact you via email within 4 hours. When we receive your payment, we will immediately start processing your order. At the same time, we will send the estimated shipping date, estimated arrival date, and other information to your email.

Q8: How do I get my invoice?

A8: By default, after the product is shipped, we will send the logistics information and commercial invoice to the email address you provided.

Payment-related:

Q1: What payment method do you accept?

A1: At present, we accept both TT and L/C at sight. Specifically, for items with a sales amount of $30,000 or less, we require 100% telegraphic transfer (T/T) advance payment. For order amounts over $30,000, the payment is 40% TT advance payment and 60% TT balance before shipping. Or 60% TT advance payment and 40% balance by L/C at sight.

Q2: Do you offer financing options?

A2: We do not offer financing options directly.

Q3: What price term do you use?

A3: If you are importers, retailers, wholesalers, and distributors, we accept EXW, FOB, CIF, and DDP. If you are an individual buyer, we will provide door-to-door delivery service, which means we will be responsible for all shipping- related affairs, including the truck appointment, cargo appointment, insurance purchase, and customs clearance.

Shipping-related:

Q1: What shipping method do you use?

A1: The default shipping is by sea. Taking shipping to the USA as an example, it takes about 40~55 days for you to receive the products. If you need quick sea shipping, which only takes about 23~30 days for you to get the products after the cargo departures from China, please contact our sales team for another quote. Please note that considering delivery efficiency we will use land transportation for orders coming from Central Asian countries such as Pakistan and Uzbekistan.

Q2: Is your shipping service door-to-door?

A2: Yes, we provide door-to-door delivery service.

Q3: Do you provide free shipping?

A3: Currently, our free shipping service covers some specific Asian countries and North America.

Q4: How do you charge shipping costs for countries not covered in your free shipping policy?

A4: We will charge some shipping fees appropriately, ranging from US$150 to US$500 per piece.

Q5: When will I receive the product?

Q5: Taking shipping to the United States as an example, if you use free sea shipping by default, it will take about 50-65 days after we receive your payment. If you use faster ocean shipping services, it takes about 33-45 days.

Q6: Can I use DHL or other similar shipping services?

A6: Yes. But in general, if you are not particularly urgent to use this product, we recommend free sea shipping. Because most products are big size, you will need to pay a lot of extra freight if you are going to use air freight service. If by air, it takes about 7-15 days for you to get the products.

Refund and returns related:

Q1: Can I return a customized product?

A1: Customized products are generally not eligible for return unless there is a manufacturing defect or damage during shipping. Please contact our customer service team for further assistance.

Q2: What is your return policy?

A2: Our return policy allows you to return the purchased items within a specified period. Please refer to our website for detailed information on our return policy.

Q3: How do I request a refund?

A3: To request a refund, please contact our customer service team. They will guide you through the refund process and assist you with any necessary steps.

Customization-related:

Q1: Can I customize a specific kitchen equipment?

A1: Yes, we offer customization services for kitchen equipment. Please contact our sales team to discuss your specific requirements and customization options.

Q2: Can you provide design solutions for central kitchens, hotel kitchens, or milk tea shops?

A2: Yes, we can provide the best design solution according to your needs. After the design is completed, we will provide a 3D drawing as well as a plumbing and electrical diagram.

Q3: Who should I contact for your customized services?

A3: Please contact our sales team for support. You can find their contact details on our website.