FAQ
PRODUCT RELATED
1.Cloudray Product Catalogs
2. Accessories
2.Is there any difference to order on Cloudray Official Website (www.cloudraylaser.com) directly or on cloudray store on shopping platforms (Amazon/eBay/Aliexpress)?
Yes, they are different. Official website and Cloudray stores on shopping platforms(Amazon/Ebay etc.) are different teams with different machine configurations and offers.
1. We are the Official website, and different from cloudray stores on platforms, we don't need to pay extra transaction fees and commissions to shopping platforms, that's why our offer is more affordable even with higher configurations.
And We only offer lifetime tech support and marking/engraving parameters, free materials for orders directly on www.cloudraylaser.com, not adapted to any orders from other sales channels.
2. Different Machine Types and Configurations. The laser machines will be equipped with unique configurations (only for machines on www.cloudraylaser.com) which have high stability and marking efficiency. Support Customization of your laser machine and upgrading solutions if needed.
3. Customer Service Support We can only offer after-sale service for customers ordered on www.cloudraylaser.com, not responsible for orders from shopping platforms as we don't have your order information in our system. Please contact the store on platforms to get related support in time.
4. Official Loyal Customers BenefitsWe will run the free trial campaign from time to time for loyal customers who directly ordered on www.cloudraylser.com, not adapted to customers from other sales channels. Also, we offer free gifts for customers who ordered during grand festivals.
All product information, policies, and extra offers published on the website are only adapted to orders on www.cloudraylaser.com, and not adapted to stores on shopping platforms.
3.Which Configurations of Machine I need to choose?
1. Here is our recommend blog on how to choose suitable machine.
https://www.cloudraylaser.com/blogs/machine-guide/how-do-i-choose-the-right-laser-marking-technology
2. Please email us (info@cloudray.com) directly to offer us your working material, and the expected effect on those materials by machine with pictures or video.
4. I failed to process the payment via credit card, what should I do?
Since the machine value is high, firstly, you need to contact your credit card to check whether the amount had been exceeded your spend limit and confirm with your credit card bank all payment behavior is operated by yourself and you had difficulty in processing the payment.
Secondly, please don’t hesitate to contact us (info@cloudray.com) immediately we will check whether our system identifies your behavior as fraud and help you deal with the problem in time.
5.What's the guarantee, in case the machine breaks down?
6.How Long is the delivery time？
1. Machine with the default configuration：
CN Warehouse: 7-10 Business Days
Oversea Warehouse: 3-5 Business Days
2. Customized Machine (Only Support Shippment From China Warehouse)
The average period of production: 7-10 Business Days
Shipping: 7-10 Business Days
(Notification: Customs clearance inspections will cause delays 2-3 days in logistics）
7.Where is your Return & Exchange Policy; Shipping Policy; Payment & Taxes?
1. Return & Exchange Policy: https://www.cloudraylaser.com/pages/return-exchange
2. Shipping Policy: https://www.cloudraylaser.com/pages/shipping
3. Payment & Taxes: https://www.cloudraylaser.com/pages/payment-taxes
8.Why do I have already over 10 hours mark time on my machine if this is supposed to be a brand new machine?
When our machine is produced, our engineer will check all details of the machine and keep testing the machine for a long time to ensure it can maintain stable working status even lasting for a long time.
Please don’t worry, all laser machines will be brand new machines, and please directly contact us if there is any damage or if you have any confusion concerning the machine, please don’t try to fix any problem before communication.
9. Where to find the user Manual and is there any Cloudray Fiber Laser Engraver Teaching Lab?
1. For laser machine manual, please find it in description on related product, if not found, please contact info@cloudray.com to get support.
2. Teaching Video link: https://www.youtube.com/playlist?list=PL2DZp-4dUpkTyV_Mo9mY572WFjEhpAxgp
10.What is the marking speed of laser engravers?
Cloudray recommends a common marking speed range of 2,000 to 5,000 mm/s, which enables high-quality marking for 1mm characters.
Typically, the maximum marking speed can reach the highest positioning speed of the galvanometer, depending on the engraver's specifications.
ACCOUNT RELATED
1.Should I create an account before making purchase?
If you don't want to sign up at the moment, you can still shop and checkout as a guest.
2.Subscribe to Cloudray and become a member of Cloudray
3.I forgot my password,how do I reset it?
4.What can I redeem with Cloudray points?
You can redeem Cloudray Club points for coupons and free gifts. Each tier has unique benefits - the higher up the tier, the better the perks! For more information on Cloudray membership, click here:
https://www.cloudraylaser.com/pages/cloudray-club
DELIVERY & RETURN
1. What items can't be returned?
About return wrong items, As long as the。。。 is not damaged, no stains.
It will not affect us sale again, you can pack it well and return back to us.
We will check it after received the goods. If there is no problem, we will refund you immediately.
However, since it is not the product problem, please note that the shipping cost and taxes(including the taxes on ourside ) should be paid by yourside.
As you know, we are in China. Actually the shipping cost for returning may be equal to or higher than the price of the prodcut itself.
2.How do I track my order?
ORDER RELATED
1.Will I be charged a customs tax?
Ship from CN: Taxes may apply for imported goods/services and is regulated by the country law. Cloudray Laser Store is not responsible for any tax invoice charged on its products. Shipping rates are estimates and may depend on different policies and tax rates applied per country. Please contact local customs for clarity and information.
Tax laws for selling to EU member countries changed on July 1, 2021, orders equal to or less than 150 EUR have VAT applied to them, and orders greater than 150 EUR have import VAT and duties applied.
For European Union, orders equal to or less than 150 EUR at checkout, as merchant, we will collect VAT on orders, and our customers don't pay taxes upon delivery. If orders over than 150 EUR, as merchant, we do not charge you any VAT, you local Customs will charge you import VAT and duties when parcel arrive in your country.
The UK VAT laws that came into force on January 1, 2021 result in new VAT requirements for sales equal to or less than 135 GBP.
For United Kingdom, If the sale of goods is equal to or less than 135 GBP, In this case, VAT is collected at the point of sale and remitted by the merchant. If the sale of goods is over 135 GBP, In this case, VAT and duties are remitted by the importer.
Ship from US / DE / UK: The price includes VAT tax. Tax does not need to be paid separately.
2. Can I cancel or change my order?
Your order can be cancelled/changed before it is shipped. Once your order has been shipped, you will receive a shipping information email. In this case, you may simply return any unwanted items by following our Return Instructions after you receive it within 30 days upon delivery.
For expedited assistance, please contact our Customer Care Team via E-mail within 3 hours after order was placed.
PAYMENT ISSUES
1.What should I do if my card is declined?
------Payment failed: 80022:Not Sufficient Funds
It usually happens when cardholder send up to $1000 in a single transaction. (This amount can vary, though, depending on your currency.)
In this case, would you please recheck with your bank or financial staff?
------Payment failed: 80097:Transaction Declined
It usually happens when cardholder Fail to Pass 3D Authorized Service.
In this case, please try to confirm card number and 3D verification are correct and then re-pay.
------Payment failed: 10000: Payment is declined
It usually happens when the bank security alarms are triggered, then our bank may determine this order is high risk, so they refused.
Could you please provide the credit card Numbers ( first six and last four digits)?Or passport, driving licence?
Cloudray will offer your informat to our bank, so that our bank add you to white list of acceptable customers.
------Payment failed: 80010:Transaction Do Not Honour
It usually happens when the bank security alarms are triggered, then your bank may determine this order is high risk, so they refused.
The following takes place:
1. Related to overseas consumption, in order to ensure the security of the cardholder’s credit card, the bank will refuse to process overseas consumption. Or set by the customers himself.
2. The buyer has set a limit on the amount of online purchases, so the payment fails.
If the above problem is not resolved, you can pay via Paypal.
Bank Account (Paypal):cloudray.pay@gmail.com
2.To pay with Paypal
Step 2：After clicking “Complete order”, you will be redirected to Paypal/Afterpay to complete your purchase securely.
Step 3：Select "REMEMBER ME" to save your information for a faster checkout.
Contact Us
Hours: 9am - 6pm service (Monday-Saturday)
Skype: Official Cloudray (info@cloudray.com)
Customer Support Center E-mail: info@cloudray.com
Affiliate Team: affiliate@cloudray.com
Influencer Cooperation Team: cooperation@cloudray.com
