Customer Help
Here we answer some of our most commonly asked questions. lf talking to
a real-lifehuman is more your thing, you can reach out via the contact button below.
Frequently Asked Questions
Product Details & Selection
  • Can I request a custom size or dimension?

    Of course, you can request a custom size or dimension. We understand that every design style is unique, and we strive to accommodate all our customers' design concepts. Our products can be tailored to fit your specific measurements and preferences. Please provide us with the details of your desired size, and we will adjust the dimensions accordingly to ensure it meets your needs perfectly.

  • Can I request a custom material for my order?

    Yes, you can request a custom material for your order. We offer a variety of materials for you to choose from, including brass, copper, aluminum, wood, engineered wood, and stainless steel. For some of our special materials, you can also select from options such as glass, marble, jade, stone, and plastic. We are happy to customize according to your preferences and needs. Please let us know your preferred material, and we will do our best to accommodate your request.

  • Can I request a custom color for my order?

    Absolutely, you can request a custom color for your order. We are dedicated to providing personalized services, and every product we offer can be customized in different colors. If the colors we offer don’t meet your preferences, we can use the specific color you want. If you’re unsure about your color choice, our designer can create a preview for you to ensure you’re completely satisfied with the final selection

Purchasing Process
  • What is the process for requesting a rush order?

    To request a rush order, please contact our sales team. They will coordinate with our production team to prioritize your order as much as possible. However, please be aware that this may incur additional fees.

  • Can I track the progress of my order?

    Yes, you can track the progress of your order at any time. Feel free to reach out to our sales team for updates. Our production team can also provide you with photos of your product during the manufacturing process, based on your request.

  • How long does it take to complete an order?

    The time it takes to complete your order can vary between 15 to 60 days, depending on your specific requirements. Our sales team will provide you with a precise timeline once your needs have been fully confirmed.

  • What payment methods are accepted?

    We accept international wire transfers and Alipay. If you're affected by regional limitations and require a different payment method, please communicate with our sales team to discuss alternative payment options.

  • Can I make changes to my order after it has been placed?

    You can request changes to your order before the product goes into production. However, once production has begun, the changes we can make are very limited. We do not recommend making changes after production starts, as this can result in unnecessary modification fees.

  • How do I place an order for this product?

    You can find our contact information in the "Contacts" section of our website. You can reach out to our sales team via Telegram, WhatsApp, WeChat, email, to place an order.

Shipping & Post-Purchase Support
  • Do you offer warranties or guarantees?

    You have the option to use your own shipping company or one of our partnered carriers. If you choose our carriers, we provide insurance coverage for the products during transit to ensure their protection.

  • Who should I contact if I encounter issues with the product?

    If you encounter issues with the product, please contact our sales team. It is important to inspect the product immediately upon unboxing. If the inspection is not done right away, we cannot ensure whether the issue was caused by us or another reason, and it may affect your eligibility for a replacement.

  • What is the process for handling returns or exchanges?

    To handle returns or exchanges, please contact our sales team. If the product does not meet quality standards, we will send you a replacement at no additional cost.

  • What are the installation instructions if I choose to do it myself?

    Depending on your needs, our production team will record a customized installation video and send it to your email. If you have any questions or need further assistance, you can always reach out to our sales team for support.

  • Do you offer installation services?

    Most of our products are easy to install, and we provide online installation guides to assist you. For more complex installations, we can arrange for installation personnel to come to your location and provide on-site guidance, though additional fees will apply.

  • Can I track my shipment?

    Once your product has shipped, we will provide you with the tracking number. Some shipping companies offer online tracking, while others may not. If online tracking is not available, you can contact our sales team, who will coordinate with the shipping company to provide you with the latest updates on your shipment.

  • How long does shipping typically take?

    Shipping time depends on your location. After your order is confirmed, our sales team will provide you with an accurate estimated delivery time.

  • What shipping options are available?

    We offer a range of shipping options, including ocean freight, rail transport, and truck delivery, depending on your location. Our team will assist in selecting the most efficient and cost-effective shipping method to meet your requirements and ensure timely delivery.

Get in touch
Have questions about your order, or a general enquiry?
Contact Us
Contact
Phone: +86 135229423258
Email: bobtanzc@163.com
Address: Chengwai Cheng, Chaoyang District, Beijing
Telegram: t.me/huaypo
WhatsApp: +86 13522942258