Industrial Laser Machine FAQ: Buying, Shipping, Warranty & Support
Find answers about factory verification, payment methods, Trade Assurance, shipping, import duty, warranty, training, machine recommendation, and sample testing before buying an industrial laser machine.
Buying & Factory Verification
Before placing an order, you can verify our factory, check the machine by video, visit us in person, or request sample testing and customization support.
Factory Direct
Direct manufacturer based in Shenzhen, China.
Factory Visit Available
Customers can visit our factory by appointment.
Video Machine Check
Online video calls are available before order or shipment.
OEM Customization
Logo, startup screen, color, and machine appearance can be customized.
Is Riselaser a factory or a trading company?
Riselaser is a direct manufacturer of industrial laser equipment based in Shenzhen, China. We produce and supply laser welding machines, laser cleaning machines, laser cutting machines, laser marking machines, XRF gold analyzers, and related laser systems.
By working directly with us, you can communicate with our sales and technical team, confirm machine details before purchase, and get factory-direct support for machine selection, customization, testing, and after-sales service.
Where is your factory located?
Our factory is located at:
Building 1, No. 90 Dayang Road, Fuhai Street, Bao'an District, Shenzhen, China 518103
Customers are welcome to visit our facility by appointment. We recommend contacting our sales team in advance so we can arrange the visit schedule, prepare the machine demonstration, and introduce the right technical staff for your application.
Can I visit your factory before placing an order?
Yes. We welcome customers to visit our factory before placing an order.
During the visit, you can check our machines, production area, sample testing process, machine configuration, packaging method, and quality inspection process. If you already have a specific application, you can also bring or send sample materials for testing.
Can I see the machine by online video call?
Yes. If you cannot visit our factory in person, we can arrange an online video call.
During the video call, we can show you the machine appearance, main components, control system, operation process, sample testing, and packaging details. This helps you verify the machine before purchase or before shipment.
Can I inspect the machine before shipment?
Yes. Before shipment, we can provide machine photos, test videos, packaging photos, and other confirmation details.
For some orders, we can also arrange a live video inspection before delivery. This allows you to check the machine condition, accessories, nameplate, appearance, and test results before the machine leaves our factory.
Do you support machine customization?
Yes. We support customization for many laser machines.
Common customization options include customer logo, startup screen, software interface logo, machine color, exterior appearance, software language, voltage, plug standard, fixture design, and special machine configuration based on the application.
For deeper customization, we recommend sharing your application, target market, and expected machine use. Our team will check whether the requested customization is practical and safe.
Can you customize the machine with my brand logo?
Yes. We can add your logo to the machine body and, for some models, the startup screen or control interface.
This is suitable for distributors, local resellers, brand owners, and customers who want private-label equipment. Before production, we will confirm the logo file, placement, size, and visual effect with you.
Can you test my sample before I buy the machine?
Yes. Sample testing is available for many laser applications.
You can send us photos, videos, drawings, or physical samples. Our team will check the material, thickness, surface condition, cleaning target, welding requirement, cutting size, or marking content. If needed, we can test the sample and share videos or photos of the result.
This helps us recommend the correct machine power and configuration.
Payment, PI & Trade Assurance
Learn how to place an order safely through Alibaba Trade Assurance, T/T bank transfer, PayPal, Proforma Invoice, or approved offline payment methods.
Trade Assurance
Alibaba Trade Assurance orders are available for safer online purchasing.
Proforma Invoice
We provide a clear PI with machine details, price, shipping, and payment terms.
T/T Bank Transfer
Bank transfer is accepted for machinery orders after PI confirmation.
Flexible Payment
PayPal and approved cash payment are available in suitable cases.
What payment methods do you accept?
We accept several payment methods for international orders, including Alibaba Trade Assurance, T/T bank transfer, PayPal, and cash payment for approved in-person business situations.
For most machinery orders, customers usually choose Alibaba Trade Assurance or T/T bank transfer. PayPal may be used for some smaller payments, sample orders, accessories, or agreed special cases.
Can I pay through Alibaba Trade Assurance?
Yes. We support Alibaba Trade Assurance orders.
Alibaba Trade Assurance allows customers to place an order through Alibaba’s platform, confirm the product details, and complete payment through the official Alibaba system. It is a good option for customers who prefer platform-based order protection and a clear online order record.
Do you provide a Proforma Invoice before payment?
Yes. We can provide a Proforma Invoice (PI) before payment.
The PI usually includes the machine model, configuration, quantity, price, shipping cost, payment terms, delivery time, company information, and bank details if T/T payment is used. Customers can check and confirm all details before making payment.
Can I pay by T/T bank transfer?
Yes. We accept T/T bank transfer for machinery orders.
After confirming the machine model, configuration, shipping method, and final price, we will issue a PI with our official company bank information. Please make sure the payment is sent only to the confirmed company account shown on the PI.
Can I pay by PayPal?
Yes. PayPal is available for some orders or special payment situations.
Because machinery orders are usually high-value transactions, PayPal is more commonly used for smaller payments, sample fees, accessories, or agreed partial payments. For full machine orders, we will confirm the best payment method based on the order amount and destination country.
Can I pay in cash if I visit your factory?
Yes. If you visit our factory in person, cash payment can be accepted in approved cases.
We can also accept cash payment during approved business visits, exhibitions, or offline meetings when our team meets customers in person. For cash payments, we will confirm the order details clearly and provide proper payment confirmation or receipt.
Is the payment process safe?
Yes. We use clear order confirmation steps to help customers pay safely.
Before payment, we confirm the machine model, configuration, price, shipping method, delivery address, and payment terms. If you choose T/T bank transfer, please only use the official bank account shown on our Proforma Invoice. If you choose Alibaba Trade Assurance, payment should be made through the official Alibaba order page.
What happens after I make the payment?
After payment is received or confirmed, we will arrange production or stock preparation according to the order status.
Before shipment, we can provide machine photos, testing videos, packaging photos, and shipping information. For customized machines, we will confirm logo, appearance, startup screen, voltage, language, and other details before or during production.
Shipping, Packaging & Import Duty
Learn how we pack laser machines, calculate freight, arrange air or sea shipping, and handle DDP delivery, customs clearance, and import duty.
Wooden Case Packing
Machines are usually packed in strong export wooden cases.
Air Shipping
Air shipping is faster and suitable for urgent machine orders.
Sea Shipping
Sea shipping is more economical for large or heavy equipment.
DDP Available
DDP delivery is available for many countries to simplify import.
How do you pack the laser machine for international shipping?
We usually pack laser machines in a strong export wooden case.
Before packing, the machine will be fixed, protected with cushioning materials, and checked to reduce movement during transportation. For heavy laser equipment, wooden case packaging helps protect the machine body, accessories, control system, and key components during air or sea shipping.
Can I choose air shipping or sea shipping?
Yes. Customers can choose air shipping or sea shipping based on budget, delivery time, machine size, and destination.
Air shipping is faster and is suitable for urgent orders. Sea shipping is usually more economical for large or heavy machines, but the delivery time is longer. We can recommend a suitable shipping option after checking your machine model and destination.
Do you offer DDP shipping service?
Yes. For many countries, we can offer DDP shipping service.
DDP is a convenient delivery option because the quoted shipping cost usually includes customs clearance and import duty. In most cases, customers do not need to handle customs clearance or pay separate import duty after the machine arrives.
DDP availability and cost depend on the destination country, machine size, machine weight, and local logistics route.
Is DDP always the best shipping option?
Not always.
For many countries, DDP is simple and convenient. But for some regions, such as parts of South America, Africa, and remote destinations, DDP shipping can be very expensive.
In these cases, it may be more cost-effective for the customer to handle local customs clearance or use sea shipping to a port. We can compare different shipping options and help you choose the most practical solution.
Do I need to pay import duty if I choose DDP shipping?
For DDP shipping, import duty and customs clearance are generally included in the shipping cost we quote.
This means the customer usually does not need to pay separate import duty after the goods arrive. However, some special local fees, remote area charges, or destination-specific requirements may depend on the local policy and shipping route.
We will confirm the shipping terms clearly before you place the order.
What information do you need to calculate the shipping cost?
To calculate the shipping cost, we usually need your country, city, postal code, and delivery address type.
For DDP delivery, the postal code is very important because shipping cost can vary by region. For sea shipping or customer-side customs clearance, we may also need the nearest port, company import information, or tax/VAT number depending on the country.
How long does it take to prepare and ship the machine after payment?
For standard machines, preparation usually takes about 5–7 working days after payment confirmation.
After the machine is ready, delivery time depends on the shipping method. Air shipping usually takes around 15 days, while sea shipping often takes about 45 days or longer, depending on the destination port, customs process, vessel schedule, and local delivery conditions.
Customized machines may require a longer production time.
Can I arrange shipping by my own freight forwarder?
Yes. Customers can use their own freight forwarder if preferred.
We can provide machine packing size, gross weight, pickup address, commercial invoice, packing list, and other basic export documents needed for shipment. If your forwarder handles customs clearance and delivery, please confirm the shipping terms with us before pickup.
Warranty, Training & After-Sales Service
Learn about machine warranty, laser source warranty, installation support, remote training, spare parts, consumables, and on-site engineer service.
1-Year Machine Warranty
Most standard machines include a one-year warranty.
2-Year Laser Source Warranty
The laser source usually has a two-year warranty.
Video Installation Guide
Installation and operation videos are available for standard machines.
Remote Training
Our team can guide setup, operation, and troubleshooting online.
What is the warranty period for your laser machines?
Our standard machine warranty is usually 1 year.
During the warranty period, if the machine has a quality-related problem under normal use, we will provide technical support and warranty service. We will help check the problem, guide the customer through troubleshooting, and provide the needed solution according to the actual situation.
What is the warranty period for the laser source?
The laser source usually has a 2-year warranty.
The laser source is one of the most important parts of the machine, so we provide a longer warranty period for it. If there is a quality-related issue with the laser source during the warranty period, we will help arrange inspection, repair, or replacement support according to the warranty policy.
Who pays the cost if the machine has a problem during the warranty period?
If the problem is caused by a machine quality issue during the warranty period, we will take responsibility for the related warranty cost.
This may include technical support, replacement parts, repair support, or other warranty solutions depending on the problem. Damage caused by incorrect operation, unauthorized modification, external accidents, unstable power supply, or consumable part wear is usually not covered by the standard warranty.
Are consumable parts covered by the warranty?
Consumable parts are not covered by the standard warranty.
Consumables are parts that wear out during normal machine operation, such as protective lenses, nozzles, filters, cutting tips, and other application-related wearing parts. Customers can buy replacement consumables from us when needed, and we can help recommend the correct model based on the machine type.
Is the machine easy to install?
For most standard machines, installation is simple.
We provide installation videos, operation videos, and basic user guidance. Many machines, such as handheld laser welding machines, laser cleaning machines, laser marking machines, and some compact systems, can usually be installed and started with remote guidance.
Before shipment, we can also confirm the voltage, plug, language, and basic configuration to make the setup easier.
Do you provide training after the machine arrives?
Yes. We provide remote training and technical guidance after the machine arrives.
If the customer is not familiar with the machine, our team can guide them by video call, message, or operation videos. We can explain machine setup, basic operation, parameter adjustment, maintenance points, and common troubleshooting steps.
What should I do if I do not know how to operate the machine?
You can contact our support team for guidance.
We can provide operation videos, user instructions, and remote technical support. If needed, we can arrange a video call to show how to start the machine, adjust parameters, test materials, and solve common operation problems.
For better support, we recommend sending us photos or videos of the machine screen, wiring, alarm message, or actual working process.
Can you send an engineer to install the machine on site?
Yes. For some large machines, such as fiber laser cutting machines or other complex systems, we can arrange an engineer for on-site installation and training if the customer needs it.
The customer usually needs to cover the engineer’s travel costs, such as flight tickets, hotel, meals, local transportation, and other related travel expenses. Before arranging on-site service, we will confirm the schedule, installation conditions, machine model, and service details with the customer.
Warranty, Training & After-Sales Service
Learn about machine warranty, laser source warranty, installation support, remote training, spare parts, consumables, and on-site engineer service.
1-Year Machine Warranty
Most standard machines include a one-year warranty.
2-Year Laser Source Warranty
The laser source usually has a two-year warranty.
Video Installation Guide
Installation and operation videos are available for standard machines.
Remote Training
Our team can guide setup, operation, and troubleshooting online.
What is the warranty period for your laser machines?
Our standard machine warranty is usually 1 year.
During the warranty period, if the machine has a quality-related problem under normal use, we will provide technical support and warranty service. We will help check the problem, guide the customer through troubleshooting, and provide the needed solution according to the actual situation.
What is the warranty period for the laser source?
The laser source usually has a 2-year warranty.
The laser source is one of the most important parts of the machine, so we provide a longer warranty period for it. If there is a quality-related issue with the laser source during the warranty period, we will help arrange inspection, repair, or replacement support according to the warranty policy.
Who pays the cost if the machine has a problem during the warranty period?
If the problem is caused by a machine quality issue during the warranty period, we will take responsibility for the related warranty cost.
This may include technical support, replacement parts, repair support, or other warranty solutions depending on the problem. Damage caused by incorrect operation, unauthorized modification, external accidents, unstable power supply, or consumable part wear is usually not covered by the standard warranty.
Are consumable parts covered by the warranty?
Consumable parts are not covered by the standard warranty.
Consumables are parts that wear out during normal machine operation, such as protective lenses, nozzles, filters, cutting tips, and other application-related wearing parts. Customers can buy replacement consumables from us when needed, and we can help recommend the correct model based on the machine type.
Is the machine easy to install?
For most standard machines, installation is simple.
We provide installation videos, operation videos, and basic user guidance. Many machines, such as handheld laser welding machines, laser cleaning machines, laser marking machines, and some compact systems, can usually be installed and started with remote guidance.
Before shipment, we can also confirm the voltage, plug, language, and basic configuration to make the setup easier.
Do you provide training after the machine arrives?
Yes. We provide remote training and technical guidance after the machine arrives.
If the customer is not familiar with the machine, our team can guide them by video call, message, or operation videos. We can explain machine setup, basic operation, parameter adjustment, maintenance points, and common troubleshooting steps.
What should I do if I do not know how to operate the machine?
You can contact our support team for guidance.
We can provide operation videos, user instructions, and remote technical support. If needed, we can arrange a video call to show how to start the machine, adjust parameters, test materials, and solve common operation problems.
For better support, we recommend sending us photos or videos of the machine screen, wiring, alarm message, or actual working process.
Can you send an engineer to install the machine on site?
Yes. For some large machines, such as fiber laser cutting machines or other complex systems, we can arrange an engineer for on-site installation and training if the customer needs it.
The customer usually needs to cover the engineer’s travel costs, such as flight tickets, hotel, meals, local transportation, and other related travel expenses. Before arranging on-site service, we will confirm the schedule, installation conditions, machine model, and service details with the customer.
Need installation or training support?
Contact our team with your machine model and application. We can provide installation videos, remote training, troubleshooting support, or engineer service for large machines.
Machine Recommendation & Sample Testing
Not sure which laser machine is right for your job? Our team can check your material, photos, videos, samples, and application details before recommending a suitable solution.
Application Review
We check your material, thickness, size, and working goal first.
Photo & Video Check
Photos or videos help us understand your real working condition.
Sample Testing
For many applications, we can test samples and share results.
Power Recommendation
We suggest laser power based on material, speed, and result.
Can you help me choose the right laser machine?
Yes. Our team can help recommend a suitable laser machine based on your material, application, working requirement, and budget.
Before recommending a model, we usually need to understand what you want to process, the material type, thickness, working size, and expected result. Photos, videos, or drawings are also very helpful.
What information should I provide before you recommend a machine?
The required information depends on the machine type.
For laser welding, please tell us the material and thickness.
For laser cleaning, please tell us the base material and what needs to be removed, such as rust, paint, oil, coating, or oxide. Photos or videos are strongly recommended.
For laser cutting, please tell us the material, maximum cutting thickness, and working area.
For laser marking, please tell us the material and marking content.
With this information, we can recommend a more suitable machine power and configuration.
Can I send photos or videos for checking?
Yes. Photos and videos are very useful for checking your application before recommending a machine.
For laser cleaning, videos help us check the rust, paint, coating, oil, or surface condition. For welding and cutting, photos or drawings help us understand the material, thickness, joint type, or cutting shape. For marking, photos help us check the material surface and marking requirement.
This helps us avoid recommending the wrong machine.
Can you test my sample before I buy the machine?
Yes. For many applications, sample testing is available.
You can send us physical samples, photos, videos, drawings, or material information. If sample testing is needed, we can test the material and share photos or videos of the result.
Sample testing helps confirm whether the machine is suitable before purchase.
What if I am not sure which laser power I need?
If you are not sure which power to choose, please send us your material details and working requirement.
Our team will check the application, thickness, working speed, budget, and expected result before recommending a suitable power. We do not suggest choosing only by price or only by maximum power, because the right machine depends on the actual job.
Can one laser machine do welding, cleaning, and cutting?
Some handheld laser welding machines can support welding, simple cleaning, and thin metal cutting with the right configuration.
However, the best choice depends on your main application. If your main job is welding, a handheld laser welder may be suitable. If your main job is heavy rust or paint removal, a dedicated laser cleaning machine is usually better. If your main job is sheet metal cutting, a fiber laser cutting machine is the better choice.
Still Have Questions About Your Order?
If you are not sure which machine, shipping method, payment option, or support service is right for you, send us your requirements. Our team will help you check the details before you place an order.
Get a clear answer before buying
To help us reply faster, please tell us the machine type you are interested in, your material or application, destination country, city, and postal code. Photos, videos, or sample details are also helpful.
