- Q: What if I receive my order with quality problems?
- A:
At IMS, we provide our customers with local technical and quality services and support with the highest priority. All samples are delivered with a First Article (FA) Inspection report. If any of the samples are found to not meet your expectations because of mistaken requirement, or a minor mechanical problem, we can correct it here at our U.S.A. operation in most instances. It is unlikely, but if there is a quality problem on a production delivery, please immediately contact us with all supporting information. Our engineering and quality teams in the U.S.A. and China will give you an on time response and work with you to quickly resolve the issue.
- Q: What is the warranty on IMS products?
- A:
All of our products carry a 1 year manufacturer's warranty. If any of the Goods are found by Buyer to be defective, such Goods will, at Seller's option, be replaced or repaired at Seller's cost. No defective goods are to be returned without written authorization of Seller. However, Seller's warranty does not apply to any Goods which have been subjected to misuse, mishandling, misapplication, neglect (including but not limited to improper maintenance), accident, improper installation, modification (including by not limited to use of unauthorized parts or attachments), or adjustment or repair performed by anyone other than Seller or one of Seller's authorized agents. For more details, please see our full Terms and Conditions on our web site.
- Q: My order arrived, but the motor is damaged. The carton was torn and dirty. What do I do now?
- A:
In most instances, IMS ships FOB Shanghai. We thoroughly inspect all items before shipping, and ensure the packaging is suitable for international long distance transshipment. Claims for loss or transportation damages are filed against the carrier, such as UPS, FedEx, etc. Please take a photo of how your package arrived and contact the carrier immediately. Most carriers have limitations, so file your claim as soon as possible. Please also include this information to quality@intermotionsupply.com at the same time.
- Q: Can I return my package immediately if I found the sample not working in my project?
- A:
No. You need a Return Material Authorization (RMA) Number to return goods. It is unlikely, but if there is a quality problem on a production delivery, please immediately contact with all supporting information. Our engineering and quality teams in the U.S.A. and China will give you an on time response and work with you to quickly resolve the issue. Please aware that the return to address may be different from the address we shipped your order from. Also, just because the motor is not working properly in the application; it does not necessarily indicate a quality problem with the motor. Please call us, and let our engineers help to diagnose the problem.
- Q: How do I get a RMA Return Number to send back a failed motor?
- A:
We make it easy for you. Please take a couple minutes to complete the RMA form and e-mail to quality@intermotionsupply.com. Be sure to include the model and serial number of your unit along with a description of the problem or a request for credit, and we'll reply back to you with a Return Material Authorization (RMA) number and shipping instructions.
- Q: What is RoHS?
- A:
RoHS (Restriction of the use of certain Hazardous Substances in electrical and electronic equipment) is a European Union (25 member nations) requirement. The RoHS Directive declares that by restricting the use of hazardous substances in electrical and electronic equipment the risks of environmental destruction and human health will be minimized. This directive further explains that “electrical and electronic equipment” or “EEE” relates to equipment which is dependent on electric currents or electromagnetic fields in order to work properly and equipment for the generation, transfer and measurement of such currents and fields.
- Q: What are the banned substances?
- A:
Lead and lead compounds
Mercury and mercury compounds
Cadmium and cadmium compounds
Hexavalent Chromium compounds
Polybrominated Biphenyls (PBB)
PolybrominatedDipheny Ethers (PBDE)
- Q: Is it possible to consolidate orders to save on freight?
- A:
Not a problem. Simply contact us with your request to group-ship the orders you want consolidated.
- Q: Is it possible to expedite an order after it has been placed/confirmed?
- A:
Yes. Additional factory expedite/freight charges may apply. E-mail your request to info@intermotionsupply.com and we will respond to your request as quickly as possible.
- Q: What couriers do you use for shipping samples?
- A:
We have daily pick-up service by UPS, FedEx, and DHL at our China headquarters. In most cases, our express shipping costs are relatively low, and we can pre-pay and bill based on your confirmation. However, we can also ship against your express courier account.