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Shipping Time & Method
How soon do you ship?
In-stock SKUs leave our warehouse in 1–2 business days; custom or non-standard parts take 5–10 business days. Oversized items ship by freight and are quoted case by case.
Which shipping methods do you offer?
International express (DHL / FedEx / UPS), sea freight (FCL and LCL), or collection by your own forwarder. Prepaid and collect are both available.
Can you ship to my forwarder's warehouse?
Yes. Just enter your forwarder's address at checkout and we will deliver as instructed and share the tracking number.
Payment Methods
Which payment methods do you accept?
T/T bank transfer, Western Union, PayPal, Letter of Credit (L/C, for large orders) and corporate account transfer.
Does MOQ affect payment terms?
No. MOQ only affects unit price and production scheduling; payment terms are agreed separately.
Can I apply for credit terms?
We support credit cards, visa, Mastercard payment.
Returns & Exchanges
When can I return an item?
Within 7 days of delivery, uninstalled and in original packaging. We cover return shipping for wrong or defective items.
Are custom parts returnable?
Parts made to your drawing or specification are non-returnable unless there is a manufacturing defect.
How long does a refund take?
3–5 business days back to your original payment method after inspection.
How to Confirm Your Part Model
What if I am unsure about the model?
Send us the equipment brand (OTIS / KONE / Mitsubishi, etc.), a photo of the nameplate, or a picture of the old part. An engineer will match it for you.
Do you supply non-OEM compatible parts?
Most wear parts are available as OEM-equivalent replacements, labelled "Compatible With" the original model on the product page.
Is there a model cross-reference table?
Yes. Brand-to-model cross-reference tables are available as free PDF downloads in our Resource Center.
Technical Support
Do you provide technical support?
Yes. We support you from pre-sales selection through post-sales installation, and can assign an engineer remotely or on site for complex projects.
How do I get installation guidance?
Installation manuals are available as PDF on product pages and in the Resource Center; online video guidance can be booked if needed.
Can urgent breakdowns be expedited?
Yes. Use our expedite channel: we prioritise stock allocation and dispatch the same day.
Minimum Order Quantity (MOQ)
What is the minimum order quantity?
Standard parts start at 1 piece; rubber and handrail products are sold by the roll; custom parts depend on tooling — see the SKU page.
Does quantity affect the price?
Yes. Larger volumes get lower unit prices; tiered pricing is shown on the product page or available on request.
Can I place a small trial order?
Absolutely. Sample and trial orders are welcome, and long-term partners receive exclusive discounts.
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Still need an answer?
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