🛠️ Frequently Asked Questions (FAQ)

Welcome to Mac Marking! Here you will find quick answers regarding our product offerings, machine configurations, warranty policies, payment solutions, and shipping rules.

1. Products & Selection Guide

📌 What products does Mac Marking offer?

We specialize in premium-grade laser equipment and accessories, including:

• Desktop Laser Marking Machines

• Laser Marking Accessories (Scan heads / Galvo scanners, F-Theta field lenses, control cards, and marking software)

• Other industrial laser solutions and components (Cutting, welding, and cleaning machines)

📌 What is included with Scanner Optics and Accessories?

• Standard Accessories: Scan head (galvo scanner) and User's Guide.

• Optional Add-ons: F-Theta field lens, control card, marking software, and scan head connection cables.

📌 How do I choose the right machine configuration?

If you are unsure which setup best fits your requirements, please feel free to email us directly at mark@mac-laser.com. Simply specify your working materials and the desired marking/engraving results (attaching photos or videos is greatly appreciated), and our engineering team will recommend the optimal solution for you.

2. Warranty & After-Sales Support

🛡️ What is the warranty policy for machines?

• 2-Year Warranty: Our complete machines come with a 2-year standard warranty.

• Quality Faults: If a issue occurs due to manufacturing or quality defects during the warranty period, replacement parts will be provided free of charge (excluding consumable parts).

• Lifetime Technical Assistance: Even after your warranty expires, our team remains available to provide technical advice and support.

⚠️ Under what circumstances are repairs not covered for free?

Standard or free repair obligations do not apply under the following conditions:

1. Broken warranty seals or tampered fragile security labels.

2. Physical or mechanical damage to optical components (e.g., cracked lenses).

3. Damage caused by unauthorized disassembly, repair, or product modification by non-Mac Marking personnel.

4. Damage resulting from improper operation, misuse, or setting incorrect laser power levels.

5. Damage caused by improper touching, cleaning, or striking of the lenses (Note: Always wear clean cotton gloves and use specialized lens tissue when handling lenses).

6. Damage resulting from exposure to severe environments such as strong magnetic fields, heavy dust, excessive moisture, or corrosive gases.

3. Payment & Troubleshooting

💳 What should I do if my credit card payment is declined?

Because laser equipment represents a high-value purchase, bank security filters may occasionally block transactions. Below are common error reasons and troubleshooting steps:

• Insufficient Funds / Spending Limits:

  • Contact your issuing bank to confirm that the order amount does not exceed your single-transaction or daily limit, and ensure that international/overseas transactions are enabled.

• 3D Authorization Failed / Security Alarms Triggered:

  • Double-check that your card number and 3D Secure verification codes are correctly entered.

  • If your bank flags the order as a high-risk transaction, contact us so we can work with our payment system to assist with verification and whitelisting.

• Alternative Payment Options:

  • If credit card issues persist, we recommend completing your transaction via PayPal or direct Bank Wire Transfer.

4. Shipping, Customs, & Returns

📦 Will I be charged customs duties or taxes (VAT)?

• Shipments from Overseas Warehouses (e.g., US / EU / UK): Product prices already include VAT/taxes; no additional payment is required upon delivery.

• Shipments from China (CN Warehouse): Import tariffs and local customs taxes are regulated by local laws and are the responsibility of the buyer.

  • European Union (EU): For orders $\le 150\text{ EUR}$, VAT is collected at checkout (no extra tax due upon delivery). For orders $> 150\text{ EUR}$, import VAT and duties will be collected by local customs upon arrival.

  • United Kingdom (UK): For orders $\le 135\text{ GBP}$, VAT is collected at checkout by the seller. For orders $> 135\text{ GBP}$, taxes and customs fees are remitted by the importer (buyer) upon entry.

🔄 Can I cancel, modify, or return my order?

• Order Modifications / Cancellations: Orders can be changed or canceled prior to shipment. For urgent requests, please contact our support team within 3 hours after placing your order.

• Return Policy: Unwanted items can be returned within 30 days of receipt, provided the product remains undamaged, clean, and in original resalable condition.

  • Note: For non-defective returns, round-trip shipping costs and any incurred import duties/taxes are the buyer's responsibility.

📞 Contact Us

If you have additional questions or require technical assistance, please feel free to reach out to our team:

Contact Item	Details
🏢 Address	Building A2, Huangpu Technology Headquarters, Liandong U Valley, Huangpu District, Guangzhou, China
📞 Phone	(+86) 020-85557735
✉️ Email	mark@mac-laser.com
⏰ Service Hours	Monday – Saturday, 9:00 AM – 6:00 PM (GMT+8)