Return Policy

🚚 Shipping, Returns and Refunds Policy

📦 Shipping

Orders are processed and shipped within 3 to 7 business days after payment confirmation.
Processing times may vary depending on the order quantity and production schedule. The specific arrangements confirmed for each order will take precedence.

We work with multiple shipping carriers, including:
FedEx, DHL, UPS, and EMS, among others.

⏱ Estimated Delivery Times

  • Standard Shipping: 6–8 business days
  • Economy Shipping: 15–45 business days

📌 Note: Delivery times are estimates and may be affected by order volume, weather conditions, or other logistical factors. We will notify you by email if unexpected delays occur.

💰 Costs and Taxes

The total order price includes only:

  • Product cost
  • Shipping charges

The customer is responsible for:

  • Import taxes
  • Customs duties
  • Other applicable customs charges

⚠️ Common Shipping Issues

If you experience any of the following issues, please contact us:

  • The shipping cost is too high.
  • You cannot place an order due to shipping restrictions.
  • Shipping costs are calculated incorrectly, especially for large machinery that is typically shipped by sea.

🔄 Return Policy

We want to provide a safe and reliable shopping experience. If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to the conditions outlined below.

✅ Eligible Cases

  • Missing items in an order → A refund will be issued for the missing item.
  • Order not yet processed → Cancellation and a full refund.
  • Product out of stock → An alternative product or a full refund.

❌ Non-Refundable Cases

  • Customized products.
  • Orders that are already being processed or have been shipped.
  • Incorrect shipping addresses or failed deliveries caused by the customer.
  • Delivery delays, as estimated delivery dates are not guaranteed.

📋 Return Process

To initiate a return:

  1. Contact us at: info@ace-chn.com
  2. Provide the following information:
    • Order number
    • Product description
    • Contact information
    • (Optional) Product photos

If your return request is approved:

  • You will receive return shipping instructions.
  • You must use the designated shipping carrier.
  • Return shipping costs are the customer’s responsibility.

⚠️ Returns without prior authorization will not be accepted.

💸 Refund Policy

📌 Before Shipment

  • Cancellation may be possible before shipment → Full refund.

📌 After Processing Has Begun

  • Cancellations and refunds are not permitted once order processing has begun.

📌 Orders in Transit

  • Orders cannot be canceled, modified, or refunded while in transit.
  • Address-related issues may result in additional charges.

📌 Failed Delivery

Refunds will not be issued for failed deliveries caused by:

  • An incorrect shipping address.
  • No one being available to receive the shipment.
  • Refusal to accept the order.
  • Incorrect recipient information.

⏳ Refund Processing Time

  • Refund processing: 2–5 business days.
  • Bank cards: 3–10 business days.
  • PayPal: Timing depends on the transaction and account processing.

📞 Customer Support

If you need urgent assistance or further information, please contact us:

Wenzhou Ace Machinery Co., Ltd.
No. 545, Jinhai 3rd Avenue
Wenzhou Economic and Technological Development Zone
Wenzhou, Zhejiang, China