Laser Marking Machine FAQ

FAQ:

Q1：Which Configurations of Machine I need to choose?

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.

Q2: Is there any difference to order on Cloudray Official Website (www.cloudraylaser.com) directly or on other Third-Party Platforms?

Firstly, yes, there are obvious differences. The laser machines will be equipped with unique configurations (only for machines on www.cloudraylaser.com) which have higher stability and marking efficiency. We offer lifetime Technical support and marking parameters reference after your purchase directly on www.cloudraylaser.com.
Secondly, we will only offer after-sale support for customers who directly ordered on www.cloudraylaser.com. 
We will not be responsible for any orders from other third-party platforms or any offline dealers because we don’t have your order information in our system.
To ensure you can get dedicated and professional support, we suggest that you order directly from www.cloudraylaser.com.

Q3: 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.

Q4: What's the guarantee, in case the machine breaks down?

The machine has 2 years guarantee. If it breaks down, generally speaking, our technician will figure out what the problem may be, according to clients’ feedback. Parts except for consumable parts will be replaced for free if the problems are caused by quality faults. Even if the machine is beyond the warranty, we can still offer technical assistance as your order is placed on www.cloudraylaser.com.

Q5：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）

Q6: 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

Q7: 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.