ЧАСТО ЗАДАВАЕМЫЕ ВОПРОСЫ
1、What kind of company are you?
We are a source factory specializing in high-end acrylic custom products, with 15+ years of production experience. We do not sell standard items but provide one-stop custom services tailored to each client’s specific needs—from design, cutting, and processing to assembly. Our product range includes display stands, storage boxes, brackets, and other industrial accessories.
2、What are the advantages of acrylic (PMMA) material?
Acrylic, hailed as “plastic crystal,” boasts several key advantages:
1、High Transparency: Light transmission exceeds 92%, rivaling glass.
2、Lightweight and Tough: With a density half that of glass, its impact resistance is 7-18 times greater than ordinary glass, making it highly shatter-resistant.
3、Excellent Weather Resistance: Performs stably in outdoor environments with slow aging rates.
4、Ease of processing: Highly malleable, allowing for complex techniques like thermal bending, cutting, engraving, and bonding.
5、Good surface hardness and gloss: Surface hardness approaches that of aluminum, and scratches can be repaired through polishing.
3、What is the difference between acrylic and glass, or ordinary plastic?
- Glass: Acrylic is lighter, safer (less prone to shattering), offers greater processing flexibility, and provides superior sound and heat insulation. However, its surface hardness is inferior to glass, requiring protection from sharp objects to prevent scratches.
- Common Plastics (e.g., PVC, PS): Acrylic typically excels in transparency, gloss, weather resistance, and environmental friendliness (being recyclable). It also delivers a more premium feel, though at a correspondingly higher cost.
4、What brands and types of acrylic sheets do you commonly use?
We primarily utilize premium acrylic sheets from imported brands (such as Germany’s Sait and Japan’s Mitsubishi) and top domestic brands (such as Tomson and Shenchun), ensuring high light transmission and resistance to yellowing. Our range includes transparent sheets, colored sheets, frosted sheets, patterned sheets, and UV-resistant sheets to meet diverse application requirements.
5、Are acrylic products durable? How should they be cleaned and maintained?
Durability: High-quality acrylic products are exceptionally durable. Their surface hardness rivals that of aluminum, and their impact resistance is many times greater than glass.
Cleaning: Use a soft cotton cloth or sponge dipped in a neutral detergent solution (such as diluted dish soap) to wipe the surface. Rinse thoroughly with clean water and dry completely.
Maintenance: Avoid using rough cloths, organic solvents (like alcohol or gasoline), or sharp objects that may scratch the surface. To restore luster, periodically apply a specialized acrylic polish.
6、Can the product be used outdoors? Is it prone to yellowing or cracking?
Yes, but you must choose the right material.
The key lies in the material: We strongly recommend using “outdoor-grade” or “UV-resistant” acrylic sheets for outdoor projects. These sheets contain added UV absorbers and stabilizers that significantly delay yellowing and brittleness.
Quality Comparison: UV-resistant sheets made from virgin material can withstand outdoor use for 5-8 years or longer without significant yellowing, loss of gloss, or cracking. In contrast, sheets made from recycled material offer poor UV resistance and may show yellowing and cracks within about six months.
Our Recommendation: We will proactively recommend suitable outdoor-grade materials based on your specific application environment and provide corresponding warranty suggestions.
7、Do you use sustainable or eco-friendly materials?
Yes, we prioritize sustainable development. In addition to ensuring effective recycling of production waste, we can also provide panel options manufactured using eco-friendly processes based on customer requirements, such as:
1、Using substrates that meet higher environmental standards.
2、Offering panels modified with recycled materials or industrial solid waste (e.g., fly ash), which reduce virgin material consumption while providing functions like flame retardancy and thermal insulation.
If you have specific environmental certifications or material requirements, please inform us during your inquiry.
1、What is the complete customization process?
Our standard customization process is clear and transparent, consisting of five steps:
1、Consultation & Quotation: You submit your requirements (sketches, dimensions, intended use, etc.), and we evaluate them to provide a detailed proposal and quotation.
2、Design & Confirmation: Our designers present 2D/3D renderings, which are finalized upon your written confirmation.
3、Payment & Order Placement: Sign the contract/order and pay a 30% deposit to secure scheduling, officially launching production.
4、Production & Quality Control: The factory manufactures according to the drawings. Progress photos of critical processes can be provided upon request, with rigorous quality inspections throughout.
5、Final Payment & Shipping: Upon production completion, you pay the balance. We immediately arrange shipment and provide logistics tracking information.
2、How can I get a quote? What is your minimum order quantity (MOQ)?
Quote: Please contact us via the “Contact Us” form on our website or directly by email, providing as detailed a description of your requirements as possible (drawings, images, specifications, quantities) to enable us to provide an accurate quote.
MOQ: We specialize in customization and accommodate small-batch orders. MOQ depends on product complexity and materials. Simple designs may start as low as 50-100 pieces, while complex projects may require higher quantities. Provide your specific requirements, and we will offer the most cost-effective recommendation.
3、How long does it take to complete an order? (From confirmation to shipment)
The specific lead time depends on:
Order complexity: Simple cutting vs. multi-process combinations (e.g., printing, heat bending, bonding).
Order quantity: Small batches vs. large volumes.
Material inventory: Special colors or thicknesses may require procurement.
We will provide an estimated delivery date during the quotation phase and update progress after production commences.
4、Do you offer expedited order services?
Yes, we offer expedited services. This requires scheduling assessment based on the factory’s current production capacity. Expedited orders typically involve additional rush fees. If you have urgent requirements, please clearly indicate this when requesting a quote, and we will do our utmost to accommodate you.
5、Can I view the design drafts and production progress for my order? Where is my order?
Absolutely. We prioritize transparent communication.
Design Drafts: All design drafts (renderings, engineering drawings) will be emailed to you for written confirmation.
Order Tracking: After placing your order, you will receive a dedicated order number. You may use this number to contact your Product Specialist and check the order status at any time. For orders in production, we can provide on-site photos or videos of key milestones upon request.
6、Can I modify the design, quantity, or cancel the order after placing it?
We will communicate thoroughly with you to provide the optimal solution. Our policies are designed to fairly protect the interests of both parties:
Design/Quantity Modifications: Free modifications are permitted before production materials are cut. Once production commences, any changes may incur additional costs and affect delivery schedules, requiring mutual agreement.
Order Cancellation: Cancellations made before production initiation may qualify for a partial refund of the deposit (subject to deduction of incurred design/administrative fees). Cancellations after production commencement are non-refundable, as materials and production resources have been allocated. Specific terms are subject to the contract.
7、Can you customize any size, shape, or print logos on the products?
Yes, this is precisely our core service.
Dimensions and Shapes: We can customize any size and complex shape—from micro-components to large installations—based on your drawings or concepts (achieved through CNC precision cutting).
Logo and Pattern Printing: We offer multiple printing techniques (such as screen printing, UV flatbed printing, and laser engraving) to clearly display your logo, patterns, or text on the product. Please provide high-resolution vector files (e.g., .AI, .EPS) to ensure optimal results.
8、How do I reorder a product I've purchased before?
For existing customers, reordering is straightforward. Simply provide your previous order number or product code to your Product Specialist. We’ll retrieve your historical records to quickly confirm pricing and delivery times, generate a new order, and eliminate the need for repeated communication.
9、How will my logo/design print? Will it appear pixelated?
Printing Effects: We primarily utilize UV flatbed printing and screen printing techniques. UV printing delivers rich colors with strong adhesion, enabling high-quality reproduction of intricate patterns and gradient colors.
Avoiding Pixelation: To ensure optimal results, providing high-quality source files is crucial. We require vector files (e.g., .AI, .EPS, .PDF) from clients, as these maintain sharpness even when scaled infinitely. Avoid submitting low-resolution, small-sized JPG/PNG bitmaps whenever possible.
Proofing Confirmation: For critical logos, we offer pre-production printing proofs. This ensures colors and details meet expectations before proceeding with bulk production.
1、How can I obtain a quote for customized products? Does the quote include taxes, shipping costs, and packaging fees?
Request a Quote: Please submit your detailed requirements via the “Contact Us” page on our website (preferably with drawings or reference images attached). Our sales engineers will evaluate your request and send you a detailed written quotation via email within 1-3 business days.
Cost Inclusion Note: To maintain pricing transparency, our product quotations typically exclude international shipping costs, export duties/taxes, and potential import clearance fees in the destination country. However, the quotation will clearly list the product unit price, packaging fees, and provide an estimated shipping cost. All applicable taxes and duties are your responsibility and will be determined according to the laws of your location.
2、Do you offer bulk discounts or price incentives?
Yes, we are more than happy to offer competitive volume discounts. Due to the nature of custom manufacturing, pricing is highly dependent on quantity. Typically, larger order volumes result in significantly lower average costs per unit, particularly for fixed costs such as design and plate-making fees. When requesting a quote, please provide us with your estimated annual demand or total project quantity, and we will prepare a tiered pricing structure offering the most favorable rates.
3、How are the prices of customized products determined?
Custom pricing is determined through a comprehensive calculation, primarily encompassing: raw material costs (sheet specifications, color), processing complexity (time required for cutting, bending, bonding, drilling, and other techniques), surface treatment (screen printing, UV coating, engraving, etc.), order quantity, and packaging/shipping expenses.
4、What payment methods do you accept? What is the payment process?
Payment Methods: We accept the following corporate payment methods to ensure transaction security:
Bank Wire Transfer (T/T): Most commonly used. Supports advance deposit payment, with the balance due upon receipt of the bill of lading copy.
Letter of Credit (L/C): Acceptable, but terms must be mutually confirmed in advance.
PayPal: Suitable for small sample orders or quick transactions. Fees are borne by the customer.
Credit Card: Direct credit card payments are currently unavailable, but payments via PayPal-linked credit cards are accepted.
Standard Payment Process: Deposit + Balance Model.
After order confirmation, pay 30% as production deposit.Pay the remaining 70% balance before production completion and shipment preparation.Upon receiving full payment, we will immediately arrange shipment and provide all shipping documents.
5、What currencies do you accept for quotations and payments?
We primarily quote and settle in US dollars (USD) to streamline international trade. For certain long-term clients, settlement in other major currencies (such as the euro EUR) may be negotiated. The specific currency will be clearly stated in the quotation.
6、Does the quotation include tax? Can you provide an invoice?
Taxes and Duties: As a Chinese exporter, our product prices exclude any local Value Added Tax (VAT), Goods and Services Tax (GST), or customs duties in the importing country. These taxes and duties are payable by the importer (you or your customs broker) upon arrival of the goods, in accordance with local regulations.
Invoice: Certainly. Upon full payment, we will issue a Proforma Invoice for payment purposes, along with a Commercial Invoice and Packing List for customs clearance. These are standard documents in international trade.
7、Will formal contract or order confirmation be provided?
Yes, this is standard procedure. After both parties confirm all details (product specifications, pricing, delivery schedule, payment terms), we will email you a formal “Sales Contract” or “Sales Order Confirmation” for your signature. This document is legally binding and serves as the basis for protecting the rights and interests of both parties.
1、What shipping methods do you offer? How are shipping costs calculated?
We offer air, land, and sea freight services based on origin and destination, but shipping costs are typically not included in quotes unless explicitly stated during the consultation phase.
Please note: Freight estimates are not always 100% accurate and are generally for reference only. Due to fluctuating freight rates, final charges may be adjusted after production completion based on the project timeline. We recommend working closely with your Product Specialist to stay informed about the latest freight information.
Freight Calculation: Freight charges are calculated based on a combination of the package’s volumetric weight, actual weight, destination, and your selected shipping method.
2、How should I choose the shipping method?
When using XXX, you don’t need to choose which shipping method to use!
Our professional logistics experts will assist you in managing and planning your entire shipping and logistics strategy, helping you save costs while ensuring your packages arrive at your doorstep on time!
3、How long does it take to receive the goods after shipment? How can I track the shipment?
Specific details depend on distance and shipping method. After your goods are dispatched, your Product Specialist will send you a 【Shipping Notification】via email or WhatsApp. This notification includes the tracking number and a real-time tracking link, allowing you to monitor the shipment’s progress throughout its journey.
4、How should products be packaged to ensure safe transportation?
We employ “multi-layer protection” packaging: Products are fully wrapped in bubble wrap/bubble film, secured with tape, and placed inside custom-sized reinforced five-layer corrugated cardboard boxes. Any empty spaces are filled with packing material. For high-value or scratch-prone items, the outer box is reinforced with a wooden crate.
5、What should I do if I want to change the delivery address or shipping method?
If your order has not yet been shipped, you may contact your Product Specialist. We will be happy to update your order’s shipping method, provide you with a quote for the new shipping option, and ensure your order remains up-to-date in our system.
6、Can you ship the goods from one order to multiple destinations separately?
Absolutely! This falls under “split shipments.” Please inform our customer service team of your requirements before order confirmation. Split shipments may incur additional packaging and logistics management fees, which we will detail in your quotation.
7、What should I do if I receive damaged goods or encounter quality issues?
Please immediately take clear photos of the product, packaging, and shipping label, and contact our customer service within 24 hours. Upon verification that the issue is attributable to our manufacturing or packaging responsibility, we will unconditionally arrange for a replacement or repair.
1、What should I do if I am dissatisfied with the product I received, or if I discover a defect or quality issue?
We are committed to 100% customer satisfaction. If the product does not meet your expectations, please follow these steps for an efficient resolution:
1、Contact Us Immediately: Report the issue via email or through your Product Specialist within 7 business days of receiving the product.
2、Provide Evidence: Submit clear photos or videos showing:
Overall product condition
Close-ups of specific defects/dissatisfaction points (e.g., scratches, cracks, size discrepancies, printing errors)
Outer packaging and shipping labels
3、Await Assessment: Our quality control team will promptly review your materials and propose a resolution within 2 business days.
4、Resolution Options: Based on the nature of the issue, we offer the following solutions (in order of priority):
Replacement/Rework: For quality issues confirmed as our responsibility, we will reship compliant products or components free of charge.
Partial Refund: For minor issues, compensation may be provided via a partial refund.
Repair Guidance: For minor issues fixable on-site, we provide professional repair instructions and necessary replacement parts.
2、My package arrived damaged. How should I proceed and request a replacement?
We sincerely apologize to learn that your package was damaged during transit. While we make every effort to package and protect your items, unforeseen circumstances beyond our control can occasionally occur.
If you receive damaged goods, please send us the details of the damage along with the evidence mentioned above within 24 hours, copying the logistics company. We will handle the claim process with the carrier and immediately arrange for a replacement shipment at no additional cost to you, without requiring you to wait for the logistics claim outcome.
3、Under what circumstances can I apply for a full or partial refund?
Refunds are typically considered a last resort. They may be requested under the following circumstances, provided our responsibility is confirmed in writing:
Full Refund: The product has a major design/manufacturing defect that cannot be repaired or replaced, and you decline any alternative solutions.
Partial Refund: The product has minor imperfections that do not affect its primary functionality, and you choose to keep the product.
Process: All refunds require mutual written agreement (via email) between both parties. Funds will be refunded via the original payment method or applied to a future order, typically completed within 10-15 business days after agreement is reached.
4、Can I return or exchange the product I ordered?
Since all products are custom-made to your specifications and are non-standard stock items, we generally do not accept returns or exchanges without cause. Custom products possess exclusivity and cannot be resold. All after-sales support is handled according to the aforementioned quality issue resolution process. Please carefully review all details before confirming the design draft and proceeding with production.
1、As a new customer, how do I get started with my first custom project?
Just three simple steps:
1、Provide your ideas: Submit your sketches, reference images, intended use, dimensions, and approximate quantity via our website’s “Contact Us” form or by contacting us directly.
2、Receive a professional proposal: Our engineers will analyze feasibility, provide material and process recommendations, a preliminary quote, and design renderings.
3、Confirm and launch: Once the proposal is approved and the deposit is paid, your project officially enters production. You’ll be assigned a dedicated account manager for end-to-end support.
2、What manufacturing constraints should be considered during the design phase?
To ensure production feasibility and optimal results, please observe the following general limitations:
1、Minimum hole diameter/slot width: Typically no less than the sheet thickness (e.g., for 3mm thick sheets, minimum hole diameter ≥3mm is recommended).
2、Minimum bend radius: Recommended to be no less than the sheet thickness to prevent cracking caused by stress concentration.
3、Printing and Engraving:Fine line widths should be >0.3mm. Engraving depth should not exceed 2/3 of the sheet thickness.
4、Bonding Strength:Bonding surfaces require sufficient width (typically ≥5mm) and must be flat-faced joints.
5、Strength and Support:Large flat panels require increased thickness or reinforcement ribs to prevent deformation.
6、Tolerance Control: Standard cutting tolerance is ±0.5mm. High-precision assemblies require separate notation on drawings.
Our engineers will review your design and provide optimization recommendations during the design phase.
3、What files do I need to provide to initiate customization?
The more detailed the information provided, the faster the project can launch. An ideal file package includes:
1、Drawings: 2D dimensional drawings (DWG/DXF) or 3D models (STEP/STP) with precise length, width, height, thickness, and tolerances.
2、Visuals: Hand sketches, reference images, or JPG/PNG renderings illustrating the final appearance.
3、Product Application & Context: e.g., “Luxury display rack for retail counters in shopping malls.”
4、Special Requirements: Such as weight capacity, waterproofing needs, outdoor usage, etc.
4、What are the format requirements for design documents?
Preferred formats (vector files): .ai (Adobe Illustrator), .cdr (CorelDRAW), .eps, .pdf (editable vector). All text must be converted to curves (outlined).
Acceptable formats (engineering files): .dwg, .dxf (for CNC cutting), .step, .stp, .igs (for 3D structures).
Reference formats (bitmap): .jpg, .png (high-resolution files required, for visual reference only).
Critical note: Files must clearly indicate scale (1:1) and units (millimeters mm).
5、What options are available for panel thickness, color, and finish?
Thickness: Standard stock ranges from 1mm to 25mm; custom thicknesses available upon request.
Color: Available in clear, frosted, opaque white, and various solid colors (matchable to Pantone numbers). Specialty sheets including gradient and patterned options also available.
Processing: Includes CNC precision cutting, laser cutting, flame/diamond polishing, thermal bending, screen printing, UV printing, laser engraving, and adhesive assembly.
6、Can I visit the factory? How to make an appointment?
Welcome to schedule a visit for our partners.
Appointment Process: Please submit your request at least 3 business days in advance via our official website contact information or your Product Specialist, specifying the number of attendees, preferred time, areas of interest, and company name.
Visit Overview: We will arrange for a dedicated guide to take you on a tour of our CNC workshop, polishing, screen printing, and assembly production processes, providing a firsthand look at our quality control and production capacity.
