Technical Support
1. How to contact technical support team?
Please contact our Whatsapp: +86 173 22155 028. Or email: official@mr-carve.com.
2. What should I do if I cannot find the manual or software?
Our latest software and drive and manual has updated to Google cloud. You may have them from: https://drive.google.com/drive/folders/1xUTuYQ-Ddyc_z2uj7DT7qXxlZ2jJ505Z?usp=sharing.
Please contact our official@mr-carve.com. If you do not have right software or drive.
3. What should I do if my USB is lost or I switch to a new computer?
Please contact our official@mr-carve.com. Software and drive document will be sent to you.
Order and Shipping
4. When will I receive my items after I place an order?
The duration depends on the shipping method and the destination country. We will arrange shipping within 48 hours as payment confirmed.
5. Does the product price include the shipping price?
Product prices do not include shipping cost.Shipping cost will be calculate once address updated. Customs clearance may be involved in some areas, and the buyer will clear customs by himself
Customs and Duties
6. What if my parcel is seized by Customs?
If your items cannot be cleared from the customs, please contact us first. We will conduct further investigations with the shipping company on your behalf.
7.If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer’s responsibility to clear customs and pay the relevant Customs duties.
Pre-Purchase Inquiries
8. Can I provide some samples for engraving testing before placing an order?
Yes, you can send us samples for testing. Please contact our official@mr-carve.com.
9.How can i choose right plug?
We provide plug depend on your shipping address. You can make anote if you want to change plug.
Product Preparation
10.How long does it take to prepare the machine?
Our handling time is 2 business days.
Returns
11.How can I return purchased items?
Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service, please provide us with the following information:
1. The order number
2. The reason for the exchange
3. Photographs clearly showing the problem with the item
4. Your shipping address and phone number
Please note that we are unable to process any returned items which have been sent back without our prior agreement.
The return process can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.
