1. Shipping & Delivery
Q: Which countries do you ship to? How is shipping calculated?
A: We deliver to most countries and regions worldwide. Shipping fees are calculated based on the item’s weight, dimensions, destination, and shipping method. An estimate will be shown at checkout.
Standard Logistics (Sea/Land): 15–30 business days (depending on distance and customs)
Express Shipping (Air/Courier): 5–12 business days (available for selected regions)
Factory Pickup: You may arrange your own carrier to pick up from our factory – no shipping fee applies.
Q: When will my order be shipped? How can I track my package?
A:
Standard glove boxes (e.g., Lab2000): Processing takes 3–7 business days. You will receive a tracking number once dispatched.
Custom-built units: Production takes 20–45 business days (lead time confirmed after order placement).
Pre-order / out-of-stock items: Lead time as stated on the product page.
Track your order via My Orders or the carrier’s official website.
Q: Will there be customs duties or clearance fees? Who pays?
A:
Customs regulations vary by country. Any duties, VAT, or clearance fees beyond the duty-free allowance are borne by the buyer.
We provide necessary documentation (commercial invoice, packing list, certificate of origin) to assist with customs clearance.
Please check your local customs policies before ordering.
Q: Can I change my shipping address?
A:
Before shipment: You may edit the address in My Orders.
After shipment: Contact us immediately to request an intercept. Interception is not guaranteed and may incur extra fees.
2. Refunds & Returns
Note: Glove boxes are large, specialized equipment. Return policies differ from consumer goods.
Q: Do you accept returns without a reason? What is the return period?
A:
Standard accessories & consumables (gloves, antechambers, purification materials): Unused, resalable items may be returned within 14 days of receipt.
Complete glove box units: Not eligible for change-of-mind returns due to size and customization.
Custom-made products: Not eligible for return under any circumstances.
Q: What if I receive a defective or incorrect item?
A:
Inspect upon delivery. If outer packaging is severely damaged or the unit shows physical damage, reject the shipment or note the damage on the waybill.
Within 7 days of receipt, if you find a performance defect (leak rate, oxygen/moisture levels, control system failure) or wrong model, contact us with:
Order number
Description + clear photos/videos
If confirmed, we will cover return shipping and arrange a replacement.
Q: What is the return procedure? How long does a refund take?
A:
Contact support → Receive a Return Merchandise Authorization (RMA) number. (Items without an RMA will not be accepted.)
Pack safely using original packaging.
Ship back or wait for pickup as instructed.
Inspection & refund – within 3–7 business days after we receive the return.
| Payment Method | Refund Time |
|---|---|
| WeChat Pay / Alipay | Instant |
| Credit Card / PayPal | 3–7 business days (depends on issuer) |
| Bank Transfer / Wire | 5–10 business days |
3. Payment
Q: What payment methods do you accept?
A: We support a wide range of options:
Credit & Debit Cards: Visa, Mastercard, American Express
Digital Wallets: PayPal, Apple Pay, Google Pay
China Mainland: Alipay, WeChat Pay, Corporate bank transfer
International: Wire transfer (T/T) for large or corporate orders
Q: Is payment secure?
A: Yes. Our site uses SSL encryption and all payment data is processed through PCI DSS certified gateways. We do not store your full card information.
Q: Why was my payment declined?
A: Common reasons:
Insufficient funds or daily limit exceeded
Bank fraud prevention (cross-border or large amount)
Incorrect billing address or CVV
Try another payment method or contact your bank.
Q: How do corporate customers get an invoice?
A: Provide your invoice details (company name, tax ID, address, bank account) in the order notes.
China Mainland: VAT special or general invoices (electronic or paper)
International: Proforma invoice or commercial invoice
4. Quality Assurance & Warranty
Q: Do your products come with a warranty? How long is it?
A: Yes. All standard glove boxes (e.g., Lab2000 series) come with a 1-year comprehensive warranty from the date of receipt.
Coverage: Manufacturing defects, material failures, non-user-caused performance issues (seal failure, purification system malfunction). See product page for full details.
Q: How does cross-border warranty work?
A: For international customers, we offer two solutions:
| Plan | Applicable Situation | How It Works |
|---|---|---|
| Advance Replacement | Core component failure (control board, circulation fan) | We ship a replacement first. You return the faulty part afterward (credit verification may apply). |
| Factory Repair | Structural or seal issues | You ship the unit to our repair center in China. If quality-related, we cover round-trip international shipping. |
Q: What is NOT covered under warranty?
A:
Damage from misuse (operating without inert gas, violent handling damaging gloves/window)
Unauthorized disassembly, modification, or repair
Normal wear and tear (glove aging, seal ring replacement, purification material lifespan)
External causes (fire, flood, power surge, earthquake)
Products with an expired warranty period
Q: How do I apply for warranty service?
A: Contact customer service with the following:
Order number
Product model & serial number (on the nameplate at the back of the unit)
Problem description + clear photos or videos
Your shipping address
We will respond within 1 business day with instructions for repair or replacement.