Frequently Asked Questions (FAQ)
1. Orders & Payment
Can I place a bulk or corporate order?
Yes. We support both single-unit and large-volume orders. For bulk purchasing, OEM, or customized pricing, please contact us at market@contrastech.com.
Which payment options are available?
We accept major credit cards and bank transfers. For business customers, invoice-based payment solutions may also be supported upon request.
Can I ship using my own courier account?
Yes. We support shipping via FedEx, DHL, UPS, and other international carriers. You may also provide your own shipping account details during checkout.
Why is a PCCC required for certain orders?
The Personal Customs Clearance Code (PCCC) is required by Korean customs for individual imports. It is used strictly for customs clearance purposes and not for any other use.
Why did my credit card payment fail?
Payment failures may occur due to bank security policies, card limits, verification issues, or gateway restrictions. If this happens, please contact us and we will assist you with alternative payment methods.
2. Shipping & Delivery
What is the typical delivery time?
For customized or standard machine vision products, lead time is generally 3–4 weeks, depending on production requirements and order complexity.
Which logistics providers do you use?
We mainly cooperate with DHL, FedEx, and UPS for international delivery. Customers may also arrange their own preferred carrier.
How can I track my shipment?
Once your order is dispatched, a tracking number will be sent via email so you can monitor delivery status in real time.
3. Returns & Refunds
Are customized products eligible for return?
Custom-made products are generally non-returnable. However, exceptions may be evaluated based on specific cases.
What is your refund policy?
Refunds are available for eligible orders before production starts. Approved refunds are processed within 1 business day, with a 6.4% processing fee applied.
4. Product & Technical Support
Do you offer technical assistance?
Yes. We provide full technical support including installation guidance, configuration assistance, and application consulting for machine vision systems.
Can I access product specifications before purchasing?
Yes. Datasheets and technical specifications are available upon request to help you select the most suitable model.
5. Account & After-Sales Service
How can I reach customer support?
You can contact our support team at support@contrastech.com. We typically respond within 24 business hours.
Is it possible to change or cancel an order?
Orders may be modified or canceled before production begins. Once production has started, changes may no longer be possible.
Shipping
We default to DHL delivery, and the cost is based on the international DHL rate table; if you have a designated service carrier, you can communicate with us in advance. I support UPS, FedEx, EMS and so on.
In stock - after placing order (information confirmation completed + DHL express delivery days)
Out of stock - after placingorder (corresponding model Production Time + information confirmation completed + DHL express delivery days)
Our product prices are all pre-tax prices, and buyers need to actively pay taxes according to local policies.
Product
CONTRASTECH reserves the right to provide a refund, repair, or replacement of an identical product under warranty. CONTRASTECH does not accept returns for mistakenly ordered products. Please contact us with any questions.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at market@contrastech.com;Please note that returns will need to be sent to the following address: [No. 8 Xiyuan 9th Road, Hangzhou China]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at market@contrastech.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 30 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than;30 business days have passed since we’ve approved your return, please contact us at market@contrastech.com.
If it is resell, you can place an order directly; if it is distribution, you need to contact us and we will provide the conditions for becoming a distributor.
Any question?
If we still haven't answered your question, you can contact us below and we will get back to you as soon as possible.