Service
PrintingMates Terms of Trade
At PrintingMates, we don’t just provide high-quality equipment—we’re committed to offering end-to-end professional service support throughout the entire lifecycle. From pre-sales, shipping, installation, and commissioning to after-sales maintenance and spare parts supply, we focus on customer experience and equipment efficiency to maximize your return on investment.
1. Pre-Sales Service
We place great importance on earning our clients’ trust. From the moment you show interest, we provide comprehensive professional services to help you make informed and efficient purchasing decisions.
Online Consultation & Customized Solutions
Customers can reach us through various channels: online chat, phone, and email;
Our professional team responds within 24 hours, ensuring you receive timely, accurate advice on model selection, configuration, and consumables;
We provide detailed product manuals, promotional videos, and sample images to help you fully understand equipment performance and application scenarios;
We offer personalized quotations and technical solutions based on your needs (capacity, application, budget, etc.), with support for multiple rounds of consultation;
Early-stage technical consultation is available to evaluate ROI and operational costs.
On-Site Visits & Reception Services
We warmly welcome global clients to visit our factory or showroom in China. For interested clients, we provide full reception support:
Transport arrangements (e.g., airport/train station pickup);
Scheduled factory tours, production line demonstrations, and live equipment operation;
Interpreter services to ensure clear technical communication;
For large-scale equipment like cold foil machines, we arrange live operational demonstrations to help you understand workflow and performance;
Upon request, we assist with on-site technical and commercial negotiations. If you’re planning a factory visit, please contact us in advance so we can tailor your itinerary.
2. Shipping & Delivery
Shipping Guidelines
After final payment confirmation, we immediately arrange shipment. All machines are packed in custom-reinforced wooden crates with shock-proof and moisture-resistant treatments to ensure safe transport.
For large-scale equipment, we select transport based on size and weight: Full Container Load (FCL) for precision equipment;
Special containers like Flat Rack or Open Top for oversized equipment. If unloading equipment (e.g., cranes/forklifts) is unavailable at the destination, please inform us beforehand for coordination.
Shipping Options
To accommodate different customer needs and destination country conditions, we offer a range of international shipping solutions—from port delivery to full door-to-door service:
- FOB (Free On Board)
We deliver the equipment to a Chinese export port and assist with loading;
All costs from loading onwards (ocean freight, insurance, customs, inland delivery) are borne by the buyer.
✅ Suitable for clients with reliable logistics and import experience.
- CIF (Cost, Insurance, Freight)
We cover ocean freight and insurance to the destination port;
Buyer handles import clearance and delivery to their site.
✅ Ideal for buyers preferring seller-managed transport but with clearance capabilities.
- DAP (Delivered At Place)
We deliver to the buyer’s address (e.g., factory) but exclude customs clearance and duties;
Buyer is responsible for import procedures and all local taxes.
✅ Suitable for buyers who want convenient shipping but can manage local customs.
- DDP (Delivered Duty Paid) — Full Door-to-Door
We handle everything: transport, insurance, clearance, tax, and final delivery;
Buyer simply receives the goods and assists with unloading.
✅ Best for first-time importers or those with no trade experience—zero burden.
Note: In DDP, all destination taxes are prepaid by us and included in the final quotation.
3. Installation & Delivery Assurance
On-Site Installation Service
We dispatch engineers to the customer site for installation, commissioning, and operator training.
Cost Details
The buyer covers engineer accommodation and hotel costs and pays a service fee of $150 per day. Post-installation maintenance visits follow the same cost structure.
Quality Inspection Before Delivery
Every machine is inspected using a “PrintingMates Check Card,” covering configuration, appearance, test results, and packaging. Only approved units carry the quality tag.
Order-Specific Inspection List
We tailor QC checklists per client or agent needs to ensure market compatibility.
Spare Parts Support
Essential spare parts are shipped with the equipment. For out-of-stock items, urgent parts will be dispatched within 5 business days to minimize downtime.
Engineer Travel Assistance
We assist with visa applications and ensure engineers arrive on-site as scheduled.
Local Agent Program
Outstanding distributors may sign a tripartite agreement with PrintingMates and the manufacturer to obtain exclusive rights and support in compliance and IP protection.
4. After-Sales Maintenance & Support
Routine Maintenance Service
We provide preventive technical inspections, adjustments, and wear-part replacements to ensure consistent performance.
Technical Evaluation Report
After each maintenance session, a full technical status report is issued with operational suggestions.
Deep Cleaning Services
Advanced technologies such as ultrasonic and dry ice cleaning are available to extend machine life.
Global Spare Parts Capability
We maintain over 130,000 spare parts in stock, with 95% available for immediate dispatch, including obsolete models.
24/7 Technical Support
Around-the-clock remote assistance ensures customer issues are resolved promptly.
On-Site Repair Support
If remote help is insufficient, we dispatch experienced engineers to restore full equipment performance, not just to fix components.
5. Legal and Arbitration Statement
Any disputes arising from the performance of this agreement shall be resolved through friendly negotiation between both parties. If such negotiation fails, the dispute shall be submitted to the China Council for the Promotion of International Trade (CCPIT) Arbitration Commission for arbitration in accordance with its then-effective arbitration rules.
The arbitral award shall be final and legally binding on both parties. Unless otherwise decided by the arbitral tribunal, the losing party shall bear the arbitration costs.