Professional
Frequently Asked Questions
We know you have questions about Hoace, and we love answering them! Here are some of the questions we are asked most frequently:
PRODUCT RELATED
Hoace Product Catalogs
Fiber Laser Marking
CO2 Laser Marking
UV Laser Marking
MOPA Color Fiber Laser Marking
Is there any difference to order on Hoace Official Website (www.hoace.com) directly or on hoace store on shopping platforms (Amazon/eBay/Aliexpress)?
Yes, they are different. Official website and Hoace stores on shopping platforms(Amazon/eBay/AliExpress etc.) are different sales channels. Each sales channel operates independently.
All product information, policies, and extra offers published on the website are only adapted to orders on www.hoace.com, and not adapted to stores on shopping platforms.
Different Machine Types and Configurations.
The laser machines on hoace.com will be equipped with different configurations and Support Customization and Upgrading Solutions.
Different Offer
Since for different configurations and platform policies, product prices will be different.
And We only offer lifetime tech support and marking/engraving parameters, free materials for orders directly on www.hoace.com, not adapted to any orders from other sales channels.
Dedicated Customer Service Support
We can only offer after-sale service for customers ordered on www.hoace.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.
Official Loyal Custoemrs Benefits
We will run the free trial campaign from time to time for loyal customers who directly ordered on www.hoace.com, not adapted to customers from other sales channels.
Also, we offer free gifts for customers who ordered during grand festivals.
Which Configurations of Machine I need to choose?
1.Here is our recommend blog on how to choose suitable machine.
2.Please email us (info@hoace.com) directly to offer us your working material, and the expected effect on those materials by machine with pictures or video.
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@hoace.com) immediately we will check whether our system identifies your behavior as fraud and help you deal with the problem in time.
What's the guarantee, in case the machine breaks down?
The machine has 3 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.hoace.com.
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 ShipmentFrom 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）
Where is your Return & Exchange Policy; Shipping Policy; Payment & Taxes?
1.Return & Exchange Policy: https://www.hoace.com/return-exchange
2.Shipping Policy: https://www.hoace.com/shipping
3.Payment & Taxes: https://www.hoace.com/payment-taxes
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.
Where to find the user Manual and is there any Hoace Fiber Laser Engraver Teaching Lab?
For laser machine manual, please find it in description on related product, if not found, please contact info@hoace.com to get support.
Teaching Video link: https://www.youtube.com/playlist?list=PL2DZp-
ACCOUNT RELATED
Should I create an account before making purchase?
For the best shopping experience, we recommend that you sign up for a free account here. Sign up is quick and easy, plus you’ll be able to enjoy perks like earning points and members-only benefits! Click here to find more benefits.
If you don’t want to sign up at the moment, you can still shop and checkout as a guest.
Subscribe to Hoace and become a member of Hoace
1.Register and order to win points which can be redeemed to cash coupon
2.Comprehensive Pre-Sales and after-sale service and professional technology support
3.Chance to get Hoace products for free trial
4.Leave your real reviews on product page to win $5-$10 cash coupon for rewards
5.Photo or Video feedback will be rewarded with extra cash coupon or discount
6.Sneak peek of Hoace New Arrivals and chance to get extra discount
I forgot my password,how do I reset it?
To reset your password, click “Forgot password” on the sign in page. You’ll be required to enter your email to receive password reset instructions. For further assistance, please contact our Customer Care Team.
What can I redeem with Hoace points?
You can redeem Hoace 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 Hoace membership, click here:
DELIVERY & RETURN
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.
How do I track my order?
If your order has been successfully shipped,then you can view your tracking information here.
What can I redeem with Hoace points?
You can redeem Hoace 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 Hoace membership, click here:
ORDER RELATED
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.
Can I cancel or change my order?
Your order can be can celled/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.
