Frequently Asked Questions
Find answers to common questions about ordering, payment, shipping, returns, and more. Can't find what you're looking for? Contact support@machrio.com.
Ordering & Account
How do I place an order?
Browse our catalog, add items to your cart, and proceed to secure checkout. You'll receive an email confirmation with your order number and details.
Can I order offline or in bulk?
Yes. Email your requirements to sales@machrio.com for bulk or customized procurement. Our sales team responds within 24 hours with pricing and lead times.
Do I need an account to order?
No, guest checkout is available. However, creating an account gives you access to order tracking, invoices, and easier returns management.
Can I modify or cancel my order?
Yes, before shipment — contact our team immediately. Once shipped, cancellation is not possible, but you can initiate a return per our Return & Refund Policy.
Payment
What payment methods do you accept?
We accept Visa, MasterCard, American Express (via Stripe), Apple Pay, Google Pay, and international bank transfers. BNPL options (Klarna, Afterpay) are coming soon.
Do you offer business credit or payment terms?
Yes. Eligible business customers may apply for Net 15 or Net 30 terms via purchase order. Contact sales@machrio.com for details.
Do you support multiple currencies?
Yes. We support USD, HKD, EUR, GBP, CAD, and CNY for bank transfers. Online checkout processes in USD with automatic exchange rate conversion.
Can I get a proforma invoice?
Yes. For bank transfer or internal approval, we provide proforma invoices on your order confirmation page with full banking details.
Shipping & Duties
What shipping methods are available?
We offer U.S. warehouse express shipping (2-7 days), China DDP air (6-15 days), DDP sea freight (20-35 days), and international couriers (DHL/FedEx/UPS, 3-10 days).
Is shipping duty-free?
For DDP (Delivered Duty Paid) shipments, all duties and import taxes are prepaid by Machrio — no additional fees upon delivery.
What is the free shipping threshold?
Orders over $200 qualify for free shipping. Orders under $200 incur a flat $25 shipping fee.
Do you provide customs documentation?
Yes. We issue commercial invoices, packing lists, HS codes, and Certificates of Origin for customs clearance.
Returns & Refunds
What is your return policy?
We offer a 30-day return window from delivery date. Quality issues and shipping errors are fully covered by Machrio; personal returns are at customer expense.
How long does a refund take?
After inspection approval, refunds are processed within 2 business days. Funds typically arrive within 10-15 business days depending on your payment provider.
What if I receive the wrong item?
Contact support within 48 hours with photos. You can either keep the item with 50% compensation plus a correct replacement, or return it within 5 days for a full replacement.
Quality & Support
What warranty do you offer?
3-year warranty from delivery date covering manufacturing defects, material inconsistencies, and workmanship errors. Claims require supporting photos/videos and purchase proof.
Do you provide technical support?
Yes. All customers enjoy lifetime technical support covering product installation, usage guidance, and maintenance consultation.
Do you support long-term supply agreements?
Yes. We support annual contracts, framework agreements, and recurring supply partnerships. Contact sales@machrio.com to discuss.
Privacy & Legal
How is my personal data protected?
All data is secured using SSL encryption, restricted access, firewalls, and regular security audits. We do not sell, rent, or trade customer information.
What laws govern your policies?
All policies are governed by Hong Kong SAR laws. Disputes are handled under HKIAC (Hong Kong International Arbitration Centre) arbitration.