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Frequently Asked Questions (FAQs)

Answers to many of the most frequently asked questions about ISTINST’s business.If you don’t find the answer you need, please Contact Us

Ordering Instructions

All products displayed on the website are in stock, but sometimes they may be out of stock. While this is uncommon, it can happen. The most common reason is that some products may be out of stock due to extended raw material supply, production processes, or quality inspection cycles. If this happens, we will notify you immediately and provide an alternative. All products we provide are subject to a strict inspection process before delivery.

1. Regular Orders (In-Stock Items):
Payment must be made within 10 days of contract and pro forma invoice confirmation.

2. Custom/Pre-Order Items:
Pay the agreed-upon payment percentage within 10 days of contract and pro forma invoice confirmation. The remaining agreed-upon payment must be made after production is complete and before shipment.

Key Timelines:
1. Before Production/Distribution:
After payment and receipt of advance payment, cancellations or modifications can be made via E-mail or instant messaging within 48 hours (except for custom products).

2. After Customs Clearance/Shipping:
Custom products or products requiring in-depth quality inspection: Modifications or cancellations are not possible (as raw material sourcing and production have already begun).
Standard Products (Regular Goods): You may contact us for emergency interception before shipment (success rate depends on customs reporting and warehousing progress).

Payment

ISTINST accepts a variety of payment methods, including T/T and L/C. We recommend TT as the payment method.

To obtain bank account information, please click: Account Information

We accept payments in CNY within China. For countries outside of China, we accept USD, EUR, GBP, JPY, and SGD. For countries outside of China, we recommend that you pay in USD or EUR first.

We’re aware that due to external circumstances, payments in some regions may be subject to banking system processing restrictions. We are actively seeking solutions to ensure smooth transactions. This situation does not affect our commitment to partnerships. If you have specific payment needs, please feel free to contact us to discuss alternative solutions.

Protect yourself from internet fraud by identifying and avoiding them.
If in doubt, please Contact Us by email to request more information about the purpose and security of the requested payment. Do not send a payment transaction until you feel safe.

Delivery

Small Items:
We use international express delivery services (UPS/FedEx) to ship directly to your door, ensuring efficiency and security.
Large Items:
We offer air or sea freight options based on product characteristics. We will proactively negotiate the optimal shipping method to ensure a balance between cost-effectiveness and timeliness.
Fully Customized:
The final shipping method will be determined based on order details, the destination’s logistics environment, and your needs to ensure a seamless delivery experience.

Note: Shipping charges will be specified on the quote. Please contact customer service for special requests.

Shipping costs and delivery times depend on your country, shipping method and item weight/size. We will indicate this in the final quote.

When ordering from ISTINST, you are responsible for ensuring that the product can be legally imported into your destination.
The recipient of international shipments may be subject to import taxes and customs duties (hereinafter referred to as import fees), which are levied by the customs office at your shipping destination. The amount of these fees is subject to the following factors:
Product category and price;
Shipping cost and package weight;
Customs clearance channel;
Import taxes based on the customs duty amount;
Customs policies vary widely, and some countries do not charge import fees for shipments below a minimum value. Please contact the customs office of your destination country for more information.

We’re committed to delivering our products worldwide.

Currently, due to logistics constraints in some destinations, some areas may experience temporary delivery delays or service adjustments. If you encounter delivery restrictions, please contact Customer Service for customized solutions.

Product & Services

Finished Product Full/Spot Inspection:
Each batch of products undergoes a comprehensive inspection before shipment according to international/national/industry standards (such as ASTM, EN, GB, or customer-specified standards) and more stringent internal control standards.
Timely Feedback:
If you discover any quality issues, please notify us immediately (preferably within 5 days of receipt) and provide clear photos/videos, a description of the problem, and the batch number.
Investigation and Confirmation:
We will respond and investigate promptly. If the quality issue is confirmed to be our fault (not due to shipping, improper use, or customer modification), we will provide the following solutions:
Free Restocking: We will resend the defective product.
Technical Support: We will provide necessary repair instructions or replacement parts.

Products are warranted for 12 months from the date the customer signs for receipt (unless otherwise specified):
1.During the warranty period, the buyer must notify ISTINST in writing within 10 days of discovering any defects. Upon receipt of such notice, ISTINST will, at its option, return the defective product or part for repair, replace the product, or exchange the defective part.

2.After the warranty period, ISTINST is responsible for repairing the product or part.

3.This warranty does not cover: Consumable parts

1. Standard Products
ISTINST direct customers and channel customers with valid purchase agreements may cancel their product orders for any reason before delivery. If ISTINST receives notice of cancellation before shipment, no fees will be charged. If a cancellation notice is received during shipment or after shipment but before delivery to the customer, a return/restocking fee of 20% of the net purchase price will be charged, subject to confirmation based on shipping and customs interceptions.
2. Custom Products
Unless otherwise specified in an existing contract, orders for custom products (i.e., products designed, manufactured, or configured to meet specific customer requirements) may not be canceled without ISTINST’s approval.

Other Related Issues

ISTINST confirms its ownership rights to its products and trademarks. Distributors shall refrain from promoting or advertising any products or services that compete with the supplier’s offerings. For specific details, please refer to: Trademarks and Brands

You still have a question?

If you can’t find question in our FAQ, you can contact ISTINST . We’ll answer you shortly!

info@istinst.com

Best way to get a quick answer

+8610 64661706

We are always happy to help

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