Last Updated: [June 21, 2025]
This Shipping and After-Sales Policy applies to all products purchased through our website, including both standard stock items and custom-made automation components. By placing an order, you agree to the terms outlined below regarding shipping, delivery, warranty, returns, and customer obligations.
1. Shipping Policy
1.1 Shipping Regions
We ship worldwide from our fulfillment center in the United States. Supported regions include North America, Europe, Asia, Australia, South America, and parts of the Middle East and Africa.
In case your country or region is not supported due to local regulations or shipping limitations, we will contact you to cancel and refund the order in full.
1.2 Order Processing Time
- In-stock items: Ships within 1–3 business days after payment confirmation.
- Custom-made items: Production time ranges from 7–21 business days depending on complexity.
Orders containing both stock and custom items may be shipped separately for faster delivery.
1.3 Shipping Methods
We select the optimal carrier based on destination, product category, and shipping preferences, including:
- Express couriers: FedEx, DHL, UPS
- Postal services: USPS, EMS, ePacket
- Heavy cargo: LCL, FCL, or specialized freight lines
All shipments include tracking numbers that can be monitored via your account or order confirmation email.
1.4 Shipping Charges
- Shipping fees are calculated at checkout based on weight, dimensions, and destination.
- Free shipping may apply under special promotions or for selected destinations.
- Duties, VAT, or customs brokerage fees are not included and must be paid by the customer.
1.5 Customs Duties & Import Taxes
- Orders shipped internationally may be subject to import taxes, customs duties, and fees imposed by the destination country.
- All such charges are the responsibility of the customer.
- If a shipment is refused or returned due to unpaid duties or incomplete customs documentation, any resulting loss or cost shall be borne by the customer.
1.6 Delivery Address and Responsibility
- Customers are responsible for providing a valid, full delivery address (P.O. boxes and military addresses are not accepted).
- If delivery fails due to incorrect address, unavailability, or unreachable contact details, the customer is liable for resulting shipping fees.
- Once a shipment is marked as “Delivered” by the carrier, it is considered completed.
2. After-Sales Service Policy
2.1 Eligible Situations for After-Sales Support
You may request support under the following conditions:
- Item arrived damaged during shipping (must be reported immediately with evidence).
- Product has manufacturing defects or functional issues not caused by misuse.
- Product fails during the warranty period under normal usage.
2.2 Custom Products – Important Notice
We do not accept returns or exchanges for the following cases:
- Custom-configured items (e.g., custom wiring, parameters, design adjustments).
- Incorrect model selection by the customer or incompatible usage environment.
- Items showing signs of use, tampering, modification, or installation.
- Requests based on dissatisfaction unrelated to product performance (e.g., appearance, expectation mismatch).
⚠️ All custom orders are considered non-refundable once production begins. Only repairs or part replacements are offered for eligible defects.
2.3 Warranty Coverage
Unless otherwise stated, most products come with a 12-month limited warranty starting from the shipment date.
| Condition | Warranty Coverage |
|---|---|
| Manufacturer defects | ✅ Repair or replace |
| Cosmetic damage or wear & tear | ❌ Not covered |
| Damage caused by incorrect usage | ❌ Not covered |
| Modification or disassembly | ❌ Not covered |
Warranty is limited to the product itself. It does not cover indirect losses, downtime, installation labor, or third-party costs.
2.4 After-Sales Process
- Contact Us → Email our support team with your order number, description of the issue, and photos/videos.
- Technical Evaluation → Our engineer will assist in remote diagnosis.
- Solution Confirmation → If eligible, we will arrange repair, replacement, or partial refund.
- Return Instructions (if needed) → Ship the item back after receiving return authorization. Unauthorized returns may be refused.
Products returned without prior approval or outside the return window will not be accepted.
2.5 Customer Responsibilities
- Provide accurate specifications and application conditions before ordering.
- Follow all safety, installation, and usage instructions provided.
- Keep the original packaging, invoice, and shipping documentation.
- Do not tamper with, disassemble, or attempt repairs on your own.
- Cooperate fully in any technical support or product return investigation.
3. Exceptions and Special Cases
| Situation | Our Response |
|---|---|
| Lost during transit | Full refund or reshipment |
| Damaged upon delivery | Refuse delivery + contact us |
| Functional failure during use | Evaluate → repair/replace |
| Customs clearance failed | Handled case-by-case; costs borne by customer |
We recommend purchasing shipping insurance for high-value items to avoid loss due to carrier negligence or customs complications.
4. Legal Disclaimer
- This policy is subject to updates without prior notice.
- We reserve the right to interpret and enforce the terms above.
- All disputes will be resolved in accordance with the laws of the United States and/or the buyer’s jurisdiction.
- In the event of legal claims, our maximum liability shall not exceed the total purchase amount of the affected product(s).
5. Contact Us
For any shipping or after-sales inquiries, please reach out via:
- Email: [airtac@airtacm.com]
- Service Hours: Monday–Friday, 9:00 AM – 6:00 PM (EST/PST)