FAQ
About Us
1. Is it safe to order online on shopify?
TAGUTI adopts Shopify platform, which is a safe, convenient and efficient online shopping platform with high attention to privacy protection. We hope to become your first choice for EDM consumables purchase online.
2. Are you a factory or distributor?
We are a factory founded in 1997 specializing in the production of wire EDM filter, molybdenum wire, brass electrode tube and other related EDM supplies, focusing on the quality and service of electrical discharge machining accessories and consumables. We really appreciate you becoming our distributor!
3. Where is your factory?
Our factory is located in No. 9 Huayuan Road, Xiangcheng District, Suzhou, Jiangsu, China. Welcome to visit our factory.
The import and export company is registered in: Hong Kong, China.
4. Who should I contact before placing an order?
You can contact the online customer service through the website, or leave messages or send e-mail to us, we will reply to you ASAP.
online time: 8:00 A.M. - 4:30 P.M. Beijing time, from Monday to Saturday (except national holidays).
5. Do you have the product catalogue or quotation?
You can request the quotation or catalogue by e-mailing to edm-china@hotmail.com.
Order Statement
1. Are the pictures of your real products as same as those on the website?
We strive to make the products consistent with the pictures on the website, but there will be some small deviations due to the impact of shooting angle, lighting, display color difference, upload error, etc. The actual delivered products shall be subjected to the original equipment machine number (OEM) or confirmed by both parties.
2. What can I do if I can not find the part after I type the OEM number?
If you can not find some EDM parts in our store or don not know the code number, please contact our customer service and provide machine model, photos of accessories or parameter size.
3. Is there any minimum order quantity (MOQ) required?
To meet the various needs of customers, most products do not have a MOQ requirement.
4. Can I modify my order after payment?
You are responsible for ensuring the accuracy of all OEM numbers (part numbers) of the consumables in your order. If you have any questions before purchasing, please contact us via email edm-china@hotmail.com or online customer service. We will find the right product for you. You can slightly adjust the order quantity and model (except customized products) before shipping.
5.Can I cancel the order after payment?
Sorry, we do not accept order cancellations after payment.
Payment Information
1. How can I pay?
You can pay to our Paypal account, Western Union account, company bank account and personal bank account. After remittance, please send us the payment swift copy so that our warehouse staff can process the order in time.
Note：When the amount is more than or equal to 1,000USD, we will suggest remittance to the company bank account. The bank handing fees should be borne by both parties respectively.
2. Does your offer include tariffs?
All EDM consumables in our store are not taxed; customs duties or taxes arising from the transportation of goods shall be paid by the recipient.
3. Can you send the order to my express collect account?
If you have a collect account for express delivery, please show us.
Order Discount
1. Is there any discount?
Every time the order amount is more than 500USD, you will get free shipping;
Every time the order amount is more than 1,000USD, you will get free shipping plus 2% discount;
Every time the order amount is more than 2,000USD, you will get free shipping plus 5% discount.
Note: the goods that are not suitable for express delivery don’t enjoy free shipping, such as brass wire, resin, filter, JR-3A EDM gel and other products.
Delivery Information
1. What courier do you usually choose?
Our company has the annual agreements with EMS, FedEx, UPS, TNT, DHL, Aramex and other companies to enjoy preferential prices.
When you place an order online and arrange the payment, the estimated delivery and shipping time will be informed based on the actual conditions of goods and the express service provider you choose.
2. How long is the delivery time of your products?
Usually, we deliver goods within five workdays, then email you the tracking number to monitor shipping progress.
3. How do you calculate your shipping freight?
According to regulations of express service provider, the shipping freight is calculated comprehensively by the volume or weight of the goods.
The online shipping freight template is affected by the system setting defects and the adjustment of express service provider, so more refunds and less supplements of freight are adopted when the difference between the estimated freight and the actual paid freight exceeds 10% in the system.
4. Is it free to ship worldwide?
We will choose an appropriate express to deliver the free shipping goods based on the volume, weight and time of transportation.
For few countries that are not suitable for free shipping, we will properly charge the freight difference and choose a better forwarder for shipping.
5. How do you pack your products?
We use the carton box with bubble pad to pack the products with small size and weight of parts;
We use the wooden or plastic pallet with carton boxes inside to pack large volume and heavy weight of consumables.
After-sale service
1. What should I do if I receive the broken package ?
If you find that the package is broken when you receive it, please do not sign for it and check with the courier on the spot to confirm the damage degree of internal products and contact us.
Then provide written documents and photos of damaged boxes or products.
Keep the damaged products and boxes and please ask the express service provider to send them back to us. Do not return any damaged products by yourself.
Note: whatever the damage is, you must keep all products and boxes until the courier checks it. Do not return any products to us before confirmation.
2. Can I exchange the goods after receiving them?
We will provide exchange or return for any defective goods. It must be returned in the original packages and the freight incurred in the return will be borne by us. After receiving the returned product, we will send you the correct product for free to ensure the problem is rectified in time. But please pay attention that defective products must be returned to us within 30 days of your receipt.
3. Can I return the goods after receiving them?
You can return most unopened goods within 15 days when receiving, and get a full refund after deducting bank handling fees and freight charges. If you enjoyed a discount or giveaway when ordering, the discount charges will be deducted at the time of refund.
If you ordered wrong goods or do not need for some reason, we can refund for you; and there will be a 30% return fee (including the tariffs of Chinese customs). You must contact us by email or online customer service before returning.
We do not accept the return of any special products, free gifts and marked defective products.
4. How long can I receive a refund after the return?
You will receive the refund within 30 days. The time includes: 5-10 workdays of shipping time, 3-5 working days of the recheck time in our warehouse, and 5-10 working days of the bank processing refund time.
5. Can I receive a full refund after the return?
If the goods you returned are not in the original packages, we will charge an additional 20% re-packaging fee or labor cost. We will not accept you return when the goods can not be resold.
When returning, please ensure to pack them properly. We will not pay refunds when the goods are damaged due to poor packages.