Question 1

What is the warranty period and coverage?

Accepted Answer

The warranty is one year. From 1st to 3rd month, free parts and shipping are provided. From 4th to 12th month, free parts but customer pays shipping. After 13th month, customer pays for both parts and shipping. Lifetime online support is also available.

Question 2

How do you handle machine failures or defects?

Accepted Answer

You can contact us immediately for a video meeting where an engineer will guide you to solve the issue. You can also send a video of the problem for remote diagnosis and repair instructions.

Question 3

Can the machine be used outdoors?

Accepted Answer

Yes, the machine can be placed outdoors, but it must be under a roof to protect it from direct rain and sunlight as it is an electrical device.

Question 4

Does the machine support remote control and data monitoring?

Accepted Answer

The machine connects to WiFi to allow remote monitoring of sales data and stock levels via a website or app, but it cannot be remotely controlled to change settings.

Question 5

What are the maintenance requirements for the machine?

Accepted Answer

Water must be checked and waste removed daily. Use pure water and sugar with a size of 1.5mm-2.5mm. Clean the burner cover if sugar silk nets appear. Do not change machine parameters.

Question 6

What is the average lifespan and production rate of the machine?

Accepted Answer

With proper use, the machine can last over 5 years. It produces 200-250 candies per 8kg of sugar, taking 60-180 seconds per candy depending on color and shape.

Question 7

Is the machine ready to work upon arrival?

Accepted Answer

Yes, the machine is fully installed before shipping. You only need to attach the top light head and connect the power to start using it.

Question 8

What payment methods are accepted and are there extra fees?

Accepted Answer

We accept payments via Ali, but there is an extra 3% handling charge for this method. Other terms include LC, T/T, D/P, PayPal, and Western Union.

Question 9

Can advertising videos be played on the machine screen?

Accepted Answer

Yes, you can upload advertisement videos to the screen. Videos should be about 3 minutes long and meet specific size requirements. Music changes must be requested beforehand.

Question 10

Does the machine have a counter to track production?

Accepted Answer

Yes, the machine has an app counter that displays detailed data including daily, weekly, and monthly production numbers.

Question 11

What certifications does the machine have?

Accepted Answer

The machine has obtained CE and RoHS certifications, complying with international quality standards.

Question 12

What happens if the machine arrives defective?

Accepted Answer

All machines are tested before shipping. If any issues are found upon receipt, we will send free parts for exchange within the warranty period.

Question 13

Can the production rate be adjusted?

Accepted Answer

The production time varies (60-180 seconds) based on candy color and shape. The first candy takes longer due to pre-heating. We suggest not changing system settings as it may affect the rate.

Question 14

What is the lead time for orders?

Accepted Answer

The average lead time is within 15 working days, regardless of whether it is peak season or off-season.

Product profile

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Environmental Condition

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Charge System

Function

Touch Screen

Power-off Protection

Extended Networking

Change

Failure Self Detection

Condition

Customized

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Flavor

Corn Capacity

Standby Power

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Voltage

Transport Package

Specification

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Origin

HS Code

Production Capacity

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About Our Factory & Business Background

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Our Industry Experience & Global Business Record

Our Certifications, Standards & Industry Recognition

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