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
Inventory & Product Availability
Product availability may vary depending on inventory, production schedules, raw material availability, and quality inspection requirements. 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.
Order payment time and rules
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.
Order changes or cancellations
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
Payment Methods
ISTINST accepts several payment methods, including T/T (Telegraphic Transfer) and L/C (Letter of Credit). For most international orders, T/T is generally recommended.
Account Information
For official bank account information, please contact ISTINST or refer to the Account Information page. For security reasons, please verify payment details with ISTINST before making any payment.
Accepted currency
Within China, we accept payments in CNY. Outside of China, we accept payments in USD, EUR, and other currencies. For countries/regions outside of China, we recommend that you prioritize payments in USD or EUR.
Payment restriction issues
Payment availability may vary by country, bank, and applicable financial regulations. If a standard payment method is unavailable in your region, please contact ISTINST to discuss available alternatives. 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.
Avoiding Payment Scams
To help prevent payment fraud, verify all payment instructions through an official ISTINST communication channel. If you have any doubts about a payment request, contact ISTINST directly by email before making payment. Do not make a payment until the payment details have been verified.
Delivery
Shipping Policies
Small Items:
We typically use international express services such as UPS or FedEx, depending on the destination and shipment requirements.
Large Items:
Large Items: Air or sea freight may be arranged according to the product characteristics, shipment size, destination, and delivery requirements.
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 Rates & Times
Shipping costs and delivery times depend on your country, shipping method and item weight/size. We will indicate this in the final quote.
Customs, Duties & Taxes
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;
Applicable customs duties, import taxes, VAT, or other charges imposed by the destination country.
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.
Which countries and regions does ISTINST serve?
ISTINST supplies civil engineering testing instruments and NDT equipment to customers in multiple countries and regions worldwide. Availability and shipping options depend on the destination, product type, logistics conditions, and applicable import requirements. Please contact us to confirm delivery options for your country or region.
Product & Services
Product quality assurance
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.
Warranty period
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
return policy
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
Licensing and Trademarks
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?
While our help documentation is comprehensive, we know unique cases can come up. If your question isn’t covered there, feel free to contact our Customer Service team directly. We’re always happy to offer personalized, professional support for your project