Question 1

How quickly will I get a response?

Accepted Answer

Within 24 business hours for routine quote requests. Same-day response is typical during Asian and European business hours. Complex custom-fixture requests may take 2–3 business days.

Question 2

Do I need to know which ASTM or ISO standard applies before contacting you?

Accepted Answer

No. If you are unsure, just describe the industry and sample type — our engineers will confirm the applicable standard. Catalyst extrudates 1.6–3.2 mm typically fall under ASTM D6175; iron ore pellets fall under ISO 4700; carbon black pellets fall under ASTM D5230. We can map your sample to the right standard.

Question 3

Can I see a demo or test my own samples before purchasing?

Accepted Answer

Yes. We routinely run free sample tests when customers ship a small batch of pellets to our lab. Test reports are returned within 5–10 business days. Live remote demos via video call can also be scheduled.

Question 4

What payment terms do you accept?

Accepted Answer

Standard B2B terms: T/T (wire transfer) with 30% deposit and 70% before shipment is the most common arrangement. L/C at sight is supported for orders above $20K. We also accept Alibaba Trade Assurance for first-time buyers who want third-party escrow.

Question 5

Do you offer on-site installation and training?

Accepted Answer

Yes, on request. Engineer dispatch fees plus travel costs are quoted separately. For most customers, remote commissioning via video call plus our English documentation set is sufficient — installation is straightforward and our software walks the operator through first-run calibration verification.

Question 6

Is my inquiry confidential?

Accepted Answer

Yes. The information you submit is used only to respond to your inquiry and prepare a quote. We do not share your details with third parties, do not add you to marketing lists without consent, and do not use your sample data for case studies without explicit written permission.

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