常見問題
FREQUENTLY ASKED QUESTIONs
- 關於產品
- 關於訂單
- 條款及細則
關於產品
- Are your products suitable for outdoors?
Yes, all our acrylic letters and metal luminous letters come with the trusted CE certificated and are suitable for wet locations. All of our metal letters use UL certificated led module. All letters are waterproof.
- What is your warranty?
We provide 1 year warranty for all letters, and LED is 2 years.
- Do you have CE/UL certificate?
All our led and transformer are CE/UL certificated. We can also produce sign based on UL standard.
- What’s the volt?
We have 12V and 24V 2 different led, but normally we use 12V.
- What’s the mounting way?
We will supply you the install guide, screw, 1:1 template with sign together. When you get the sign, you can follow the guide to install step by step.
- What machines do you have in your factory?
We have our own factory, and advanced machine including CNC, laser cut machine, welding machine, bending machine, etc. We make them by ourselves, but for some special treatment we do it with the subcontractor.
關於訂單
- Do you have price list?
All of our products are customized, so we haven’t price list.
For special project, we will quote based on your design or drawing / similar product photo. - Do you have any letters in stock?
All our products are customized and we only have the finished samples and sample box in stock.
- Can I amend my order once I have paid for it?
You may change your order within 24 hours, please contact us via telephone or e-mail (cs@bigmaking.com) to process amendments. Please note that we may not be able to secure the same delivery or assembly date after order amendments.
- What are the approximate production leadtime?
Typically the leadtime for production is around 14 days.
- How long does it usually take you to make delivery?
We are cooperating with SF Express (local); DHL and FedEx (overseas). It takes 3-5 working days depends on location.
For big quantity or large size, we can also manage shipping via air cargo or sea shipping. If you choose shipment by air, it usually takes one week, if by sea, it takes about one month.
In either case, we will provide the most economical and suitable plan for you.
- How to deal with the faulty?
Firstly, our products are produced in strict quality control system and the defective rate will be low.
For defective batch products, we will repair them and resend them to you or we can discuss the solution including re-call according to real situation.
We don’t accept product return, instead we may re-produce a new one in case product cannot be repaired.
- What should I do if my item has defects or is damaged upon arrival?
If the product items have defects or are damaged upon arrival, please contact us by email (cs@bigmaking.com) within 7 days. We will endeavor to respond within 3 business days.
To ensure a smooth and efficient response, we would be most grateful if you could provide:
- Sales order number for any after sales enquiries
- Send us photos which can help us identify the product and follow up your case
- Name and telephone number of who we should contact
- Can I check the status of my online order on website?
Such function is not available yet. However, once you completing the payment, you should receive the following documents sent from our system:
- Order Confirmation: when the payment received and order generated successfully.
- Delivery Confirmation: informing the expected delivery / pick-up date within 3 days since receive the order confirmation.
- Invoice: when the order was ready for delivery.
- In addition, an additional SMS will be sent to you before the delivery, or when your order has arrived at the pick-up point.
- If I require further assistance or any other enquiry, where should I direct it?
If you have any enquiry or comments about our products or services, please contact our Customer Support for further assistance (contact us).
條款及細則
- Terms & Conditions
PAYMENT
- BIG MAKING cannot be liable for any lost profits or any other incidental or consequential damages.
- Except as otherwise provided for herein or agreed by BIG MAKING in writing, there are no refunds of any fees or other amounts paid in connection with the services and/or products.
- All deposits are not refundable.
- Products specification might subject to change without prior notice.
- Customer will be billed after indicating acceptance of this quote.
- Payment will be due prior to delivery of service and goods for cash-on-delivery (COD) client.
- One-year warranty will be provided if payment received within 1 month from the date of invoice.
INSTALLATION SERVICE
- Client should ensure the structure of the wall can bear and support the weight of the related items.
- BIG MAKING does not cover any damage caused by any service and product defect.
- Recommend not putting any product on gypsum board.
- Installation cost may subject to increase according to the actual site requirement.
- Products specification for mounting installation may subject to change according to the actual site situation.
- Unless otherwise specified, working height is below 3000mm.
- BIG MAKING’s staff reserves the right to cancel the order according to the safety conditions of the actual site.
- Client to provide power supply.
TECHNICIAN SERVICE
- BIG MAKING’s staff reserves the right to cancel the order according to the safety conditions of the actual site.
- Surcharge will apply on the remote area and Islands District including but not limited to Ma Wan, Discovery Bay.
- Surcharge will apply on non-standard delivery time. Standard delivery time is 9:30am-6:30pm, Monday to Saturday.
- Surcharge will apply on public holiday.
- BIG MAKING will not bear responsibility for any damage caused by technician services.
SOFTWARE
- We are not required to or under any obligation to review, screen, edit, monitor, or remove any content posted on or aggregated through our service, widget and software, and we reserve the absolute right to remove, screen, or edit any content at any time and for any reason without any notice to customer or any party affected.
- We take no responsibility and assume no liability content that is posted, stored, uploaded or transmitted to us, or for any loss or damages that may occur because such member content including, but not limited to defamation, slander, libel, falsehoods, obscenity, or profanity.
- We take no responsibility and assume no liability for any claim, action, petition, demand for arbitration or lawsuit alleging injury or damage resulting from any use of program, whether arising in tort or contract, law or equity.
- Your ability to use or interact with our service is a privilege, not a right, and we reserve the right to take any action that we deem proper, without notice, to prevent any violation, enforce any provision, or rectify any alleged violations of this Agreement or any applicable law at our sole discretion.
- Unless otherwise specified, warranty service does not apply on software.
DELIVERY
- Client should ensure aisle and escalator accommodate the product delivered.
- Surcharge will apply on the remote area and Islands District including but not limited to Ma Wan, Discovery Bay.
- Surcharge will apply on non-standard delivery time. Standard delivery time is 9:30am-6:30pm, Monday to Saturday.
- Surcharge will apply on public holiday.
- Staircase carrying surcharge will apply where items are required to be carried up or down, either inside or outside, the delivery address; more than two floors.
- If all the time of delivery, the delivery team discover that an item of furniture is not able fit in the lift and/or the delivery team are required to carry the furniture upstairs, the delivery team will inform the customer sales team, who will then advise the customer prior to moving the item that an additional surcharge will apply.
- All items delivered shall be considered received in good condition.
- BIG MAKING will not bear responsibility for any damaged or missing items found after the delivery notes have been signed confirming that clients are satisfied with the goods delivered.
GENERAL
- This quotation, if remained unconfirmed, will no longer be valid 30 days after issue.
- If client accepts this quote, it becomes a legally binding contract.
- Client consent to let us takes photos and videos for promotion and marketing purpose.
- Unless otherwise specified, BIG MAKING reserves the right to use or display client’s logo, symbol, phrase, image, design or trademark.
- We take no responsibility and assume no liability for any claim, action, petition, demand for arbitration or lawsuit alleging injury or damage resulting from any use or display of client’s logo, symbol, phrase, image, design or trademark, whether arising in tort or contract, law or equity.
- BIG MAKING will not bear responsibility for any damage caused by our services or products.
- We reserve the right to change the above terms and policies at any given time without prior notice. If you want to make sure that you are up to date with the latest changes, please contact us.
- In case of any dispute, BIG MAKING reserves the right of final decision.
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