After-Sales Service & Warranty

 Q1: Who handles after-sales installation, warranty, and technical support?

 Answer: The SMT-Mall Technical Team directly handles delivery, installation, calibration, and on-site warranty services at your factory. We maintain a 24/7 emergency support hotline and commit to an on-site technical response within 4 to 24 hours, depending on the location.

Domestic Logistics (Vietnam)

 Q2: How are domestic shipping costs calculated?

 Answer: Shipping costs are calculated transparently based on dimensions, weight, distance, and specialized equipment requirements (e.g., cranes/forklifts for heavy machinery, or refrigerated transport for heat-sensitive consumables). All logistics fees are itemized separately in your official Quotation (RFQ) prior to contract signing.

 Q3: Does SMT-Mall offer Door-to-Door delivery?

 Answer: Yes. SMT-Mall provides comprehensive Door-to-Door delivery directly to your warehouse or production line across all Industrial Zones (IZs) and Export Processing Zones (EPZs) nationwide.

 Q4: What is the estimated domestic delivery time after order confirmation?

 Answer:

 In-stock Consumables & Spare Parts: Delivered within 24–48 hours.

 In-stock Machinery & Equipment: Delivered and installed within 2–5 business days.

 Imported / Custom Configuration Equipment: Delivered within 2–6 weeks, depending on manufacturer lead times and customs clearance.

 Q5: How are special preservation items (such as Solder Paste) transported?

 Answer: SMT-Mall utilizes dedicated cold-chain transport (insulated boxes/refrigerated trucks equipped with Dataloggers), ensuring products maintain a strict temperature range of 2°C–10°C from our warehouse to hands-on delivery at your factory.

 Q6: Who assumes liability if goods are damaged or lost during transit?

 Answer: SMT-Mall assumes 100% liability for all transport risks. If any damage or loss occurs prior to final handover and acceptance, SMT-Mall will immediately issue a replacement or refund in accordance with our commitment terms.

International Logistics (Cross-Border B2B)

 Q7: Which International Commercial Terms (Incoterms) does SMT-Mall support?

 Answer: We flexibly support various Incoterms based on customer requirements: EXW, FOB, CIF, DAP, or DDP. Under DDP/DAP terms, SMT-Mall's quotation covers all-inclusive costs for products, international freight, insurance, import/export duties, and local customs fees.

 Q8: How is customs clearance handled for buyers outside Vietnam (e.g., Thailand, Indonesia, Malaysia)?

 Answer: SMT-Mall manages the full export process from the origin country and handles import customs clearance at the destination (DDP/Door-to-Door), delivering directly to your manufacturing plant across Southeast Asia and Asia.

 Q9: How does SMT-Mall manage shipping documentation and international CO/CQ?

 Answer: All international shipments handled by SMT-Mall are fully documented (Commercial Invoice, Packing List, Bill of Lading, Customs Declaration) and come complete with valid Certificates of Origin (CO) and Certificates of Quality (CQ).

 Q1: Is SMT-Mall a Trading Platform or a Direct Distributor?

 Answer: SMT-Mall is a specialized Distribution & Solution Agency in the SMT sector. We partner directly with reputable Manufacturers and Suppliers to deliver authentic, high-quality products. SMT-Mall directly assumes full legal responsibility, issues official VAT invoices, and provides direct warranty coverage for your enterprise.

 Q2: How can I ensure that products/machinery purchased on SMT-Mall are authentic and of good quality?

 Answer: All new, genuine products on SMT-Mall come with full Certificates of Origin (CO) and Certificates of Quality (CQ). For refurbished equipment, the SMT-Mall Technical Team directly inspects operational parameters (Cpk, component condition, operating hours), conducts test runs, and issues a certification report prior to handover.

 Q1: Do I need an account to browse products and submit a Request for Quotation (RFQ)?

 Answer: You can browse product information freely. However, registering for a free Corporate Account allows you to track quotation history, store technical documentation (Datasheets/Manuals), access volume-based pricing discounts, and receive priority support from SMT-Mall Technical Specialists.

 Q2: How can I request a quotation or technical solution advice?

 Answer: Simply click the "Request for Quotation (RFQ)" or "Technical Consultation" button on the product page and submit your requirements. The SMT-Mall Solution Engineering team will contact you within 30 minutes to 2 working hours to provide detailed advice and an official quote.

 Q3: Can I request an in-person equipment inspection or a sample test run (Demo) before buying?

 Answer: Absolutely. SMT-Mall supports sample testing and live machinery inspections at our Demo Center or the warehouses of SMT-Mall/partners. Simply select the "Request Demo / Sample Testing" option when submitting your RFQ.

 Q1: Whom will my company execute contracts with and make payments to?

 Answer: You will sign sales contracts and make payments directly to SMT-Mall. SMT-Mall issues VAT invoices and accepts total legal liability for delivery timelines, product quality, and all contractual terms.

 Q2: How are my company's project details and non-disclosure requirements (NDA) handled?

 Answer: SMT-Mall strictly guarantees full confidentiality of all your production lines, projects, and manufacturing data under Non-Disclosure Agreements (NDAs). Project information is strictly used internally for the sole purpose of engineering the most optimal solution for your enterprise.