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
1. Can I buy just one machine? I don’t run a factory.
Yes, you can! Many of our machines are plug-and-play, perfect for small businesses or home use. Just let us know your budget and usage, and we’ll recommend a suitable model.
2. Do you ship to my country? How much is the shipping fee?
Yes, we ship worldwide. Tell us your city and country, and we’ll provide the best shipping method (by sea, air, or door-to-door) and quote you the exact shipping cost.
3. Will I have to pay taxes? What about customs clearance?
Import taxes depend on your country. Normally, you pay local duties, but we’ll prepare all the necessary documents and support you if you need help with clearance.
4. Can I use one machine for multiple types of food?
Some machines are multi-functional. For example, our vegetable cutters, fryers, and mixers can handle different items. Tell us what you plan to process and we’ll help you choose.
5. Can I see real videos before I buy?
Yes! We have demo videos, real customer feedback, and we can also offer live demo calls to show the machine in action.
6. How do I choose the right food processing machine for my business?
Just tell us what product you want to make, your production capacity, and your budget — our sales engineers will suggest the most suitable solution for you.
7. What’s your lead time for production and shipping?
Usually 5–15 working days for standard models. Customized equipment may take longer. We’ll confirm the exact timeline when you place an order.
8. Do you offer after-sales service and technical support?
Yes. We provide video support, user manuals, operation guides, and online 1-on-1 training. For some countries, we also have local agents or partners.
9. Can I request customized equipment?
Absolutely. We support OEM and ODM. You can customize machine size, material, voltage, color, logo, and even full production line layout.
10. What if the machine breaks down? Do you offer spare parts?
We provide a full set of spare parts, remote troubleshooting, and video guidance. For simple issues, we’ll teach your team how to repair it. You can always contact us anytime.
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?
A: Once your order is shipped, we’ll provide you with a tracking number and logistics link via email or WhatsApp.
For sea shipments, we also offer Bill of Lading (B/L) details and can help you track via shipping line websites.
If it’s a door-to-door delivery, we’ll keep you updated on every step until the machine reaches your location safely.
You can also contact our team anytime for real-time updates.
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.
