Question 1

What is the warranty period and coverage?

Accepted Answer

Warranty is one year. From 1st to 3rd month, free parts and shipping. From 4th to 12th month, free parts but customer pays shipping. After 13th month, customer pays for parts and shipping. Online service is provided for the machine's entire life.

Question 2

How do you handle machine failures or defects?

Accepted Answer

Contact us immediately for video meetings or send videos for remote guidance. Engineers will teach you step-by-step to fix issues. Spare parts are exchanged based on warranty terms.

Question 3

What are the maintenance requirements for the machine?

Accepted Answer

Check water daily and remove waste water daily. Use pure water and 1.5mm-2.5mm sugar. Clean the burner cover if sugar silk nets appear. Do not change machine parameters.

Question 4

Can the machine be used outdoors?

Accepted Answer

Yes, it can be placed outside, but it requires a roof to protect it from direct rain and sunlight as it is an electric machine.

Question 5

How long does it take to produce one cotton candy?

Accepted Answer

It takes 60-180 seconds depending on the candy color and shape. The first candy takes longer due to pre-heating. Production rate can be increased with system upgrades.

Question 6

Is the machine ready to work upon arrival?

Accepted Answer

Yes, the machine is fully installed. You only need to attach the top light head, connect the power, and it is ready to use.

Question 7

Does the machine support remote control?

Accepted Answer

The machine connects to WiFi to view data like sales and stock via an app, but it cannot be remotely controlled.

Question 8

What is the expected lifespan of the machine?

Accepted Answer

With proper use, the machine can last over 5 years. The key component is the burner.

Question 9

What kind of sugar should be used?

Accepted Answer

Use 1.5mm-2.5mm sugar size. Using wrong sugar can block pipes and the burner.

Question 10

Can the machine display advertisement videos?

Accepted Answer

Yes, you can upload ad videos to the screen. Videos should be about 3 minutes long and meet specific size requirements.

Question 11

Does the machine accept Turkish Lira?

Accepted Answer

Yes, the machine can be set to accept Turkish Lira, but it cannot detect counterfeit money.

Question 12

What payment methods are accepted?

Accepted Answer

We accept payments via Ali, but a 3% handling charge applies. Other terms include LC, T/T, D/P, PayPal, Western Union, and small-amount payments.

Question 13

Does the machine have a counter for production data?

Accepted Answer

Yes, the app includes a counter showing daily, weekly, and monthly production details.

Question 14

What certifications does the machine have?

Accepted Answer

The machine has CE, RoHS, and FDA certifications.

Question 15

How many candies can be made from 8kg of sugar?

Accepted Answer

8kg of sugar can produce approximately 200-250 pieces of cotton candy.

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