To ensure the fastest and most accurate support, all technical issues and parts requests must be submitted through our Technical Support ticket system. Submit a Tech Support Ticket Here
Once a ticket is submitted, please review the information below to understand how the process works and what to expect.
Step 1: Ticket Submission
Customers must submit a Technical Support ticket with all required information, including:
A clear photo of the product serial number label
Photos showing the issue or parts needed
All required fields completed in the form
Incomplete submissions may delay the review process.
Step 2: Initial Technical Review
Once your ticket is received, our U.S. Technical Support team will review the information and verify the issue.
If additional information is required, we will reply directly in the ticket thread.
If the issue requires factory review or parts authorization, the ticket will be transferred to our manufacturing team for evaluation.
Step 3: Factory Review & Parts Authorization
When a ticket is transferred to the factory:
The ticket is temporarily in the factory’s possession for review
This process typically takes 7–14 business days
The factory will authorize and prepare any required replacement parts
During this period, no updates will be provided until parts are approved and shipped.
Step 4: Parts Shipment
Once parts are approved and shipped:
The ticket will be assigned back to the U.S. Technical Support team
A tracking number will be sent to you by email within the ticket thread
All shipping notifications and tracking information will be provided through the original support ticket.
Important Notes
Check Your Spam or Junk Folder
All ticket updates are sent by email through the support ticket system.
Depending on your email provider or company security settings, these messages may occasionally be filtered into your spam or junk folder.
If you are waiting for an update or tracking information, please check your spam or junk folder and ensure emails from our support system are allowed.
Please Be Patient During the Review Process
Factory review and parts authorization require coordination with our manufacturing team.
Repeated requests for updates will not speed up the process.
Do Not Submit Multiple Tickets for the Same Issue
Submitting multiple tickets for the same issue can slow down the support process and may result in longer response times while tickets are reviewed and merged.
Please continue communication within your original ticket thread.
Do Not Contact Other Departments for Technical Support Updates
Technical Support updates are handled only through the Technical Support ticket system.
Messages sent to other departments requesting Technical Support updates will be deleted or redirected to the support ticket system.
Additional Parts or Issues
If you need additional parts or have a different issue, please submit a new Technical Support ticket with all required information.
This helps our small team stay organized and ensures we can provide the fastest possible service to all customers.
Our Commitment
Our goal is to provide accurate technical support and timely parts shipments while keeping the process organized and efficient for every customer.
Thank you for your patience and cooperation.
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