loading

One Stop Solution Service Provider for All Kinds of Charging Products

FREQUENTLY ASKED QUESTIONS
ABOUT SOSEN
1
Is SOSEN a manufacturer?
Yes. SOSEN is a manufacture. We are manufacturing in Shenzhen and Zhongshan now. And we are build bigger new energy factory in Zhongshan which scale will be several buildings.
PRODUCTS
1
Does SOSEN provide instructions?
All products have complete instructions for use.
2
What certifications has SOSEN obtained?
SOSEN's product market areas mainly include Europe, Australia and Japan. Senson owns certificates including UN38.3, MSDS, TUV(UL2743), FCC, PSE, MIC, CE, Rohs, etc. All our certificates are in line with local sales requirements. If you have special needs, please let us know in time!
3
Is it possible to purchase spare parts only from SOSEN?
We can sell some spare parts to customers to meet customers' customization needs with flexibility. Please confirm with our sales staff for details.
BUSINESS
1
What is the minimum order quantity for the product?
Please contact our sales staff for more details.
2
What is the payment term?
Please contact our sales staff for more details.
3
What is your production cycle time?
Please contact our sales staff for more details.
4
Do I have to have a registered company to order from SOSEN?
Any company as well as individual can buy products from SOSEN.
5
Can I get a detailed quotation? When can I expect to receive it after sending my inquiry?
It depends on the product types, functional requirements, and product quantity you need. Generally, the first quotation will arrive within a business day or two. Received quotations are valid for 30 days, after which they will automatically expire.
6
What certificates do SOSEN's products have?
SOSEN's product market areas mainly include Europe, Australia and Japan. Senson owns certificates including UN38.3, MSDS, TUV(UL2743), FCC, PSE, MIC, CE, Rohs, etc. All our certificates are in line with local sales requirements. If you have special needs, please let us know in time!
7
How can I get more information on SOSEN products?
More info can be obtained by asking our sales staff.
8
Can I get samples before placing an order?
Yes, we can send samples for your inspection. In fact, we always recommend making samples for approval before proceeding with production. We think it's a great way to make sure everyone is on the same page, and we believe it also avoids misunderstandings.
9
What currency do you accept?
We mainly accept US Dollars (USD) and Euros. If you want to pay in another type of currency, we need to confirm with the bank and then get back to you.
10
What payment methods do you accept?
We mainly accept T/T and Paypal payment.
11
When will the product price change?
When there is inflation, raw material price fluctuations, changes in USD/RMB exchange rate, etc. Note: If prices change, we will notify you in advance.
12
How do I know which type of new energy products I need? Can you offer advice?
If you have some idea about the type of product you will use, we can definitely meet your needs. If you are not sure what to choose, our professional sales staff can also advise you.
13
Do you work with startups?
We're glad to work with start-ups. Based on our understanding of the industry and rich project experience, new energy products field is far from saturated, and companies entering this field at this stage have great potential for development. In fact, we have assisted many companies to achieve quite good results in their local markets.
DELIVERY
1
I need to know the import fee!
Each country has different import regulations. However, most countries require you to pay VAT and duties when receiving goods from abroad. If you want to find out the exact cost incurred upon receipt, please check your country's VAT and duties. For example, European countries pay about 19% VAT and about 3.3% customs duties.
2
How do you handle deliveries?
If you need, we can handle delivery and customs affairs using our own logistics channels. This means our shipping forwarder, will deliver your order to your door.
3
What is the average delivery time?
If it is a small package shipped from China by express, the average delivery time will be about 12 days. If it is a large batch of goods shipped from China by sea, the average delivery time will be about 45 days. If it is a small package shipped from our overseas warehouse in the United States/Canada/Europe by express, the average delivery time will be about 2-7 days.
4
Where are the goods shipped from?
We can ship from China or from overseas warehouses in the USA/Canada/Europe.
5
How do you ship the products I ordered?
We cooperate with carriers such as DHL, Fedex, TNT, UPS, etc. Sea, air, rail, and land transportation are also available upon your request. If you are not sure which shipping method is more suitable for you, we can also give you a reasonable logistics solution.
6
What do you use to package the products we purchased?
Usually, the product will be packaged in a carton with gift box or another carton box reduce the chance of it being hit and damaged during transportation.
7
How to track my orders?
If it is shipped from China or our overseas warehouses in the United States, Canada, and the European Union by express delivery, on the day of delivery, you will receive a tracking number for tracking the delivery on the carrier's website. If it is shipped from China, our specialists will update the logistics status for you.
8
How can I make sure my order is not delayed?
• Make sure you are ready to place an order. • Make sure that all information you submitted is correct and complete, especially the payment information. • Respond promptly to our emails if any change requests and confirmation and we will contact you in time. We will not produce anything without your written consent. We're glad to keep you updated on the status of your order! Note: We will notify you about any delays in the production process.
9
Can I get pictures or videos of my order before it's shipped out?
Sure, we can easily arrange that for you.
10
Do I have to pay customs and duties on my order?
You may be required to pay taxes according to the regulations of the courtry/ region you live in. Customs duty is a tariff or tax imposed on goods when transported across international borders. The purpose of Customs Duty is to protect each country's economy, residents, jobs, environment, etc., by controlling the flow of goods, especially restrictive and prohibited goods, into and out of the country.
11
Can I change my address after placing an order?
It is not always possible to change addresses while goods are in transit. Please contact us and we will try our best to accommodate your request.
12
What should I do after receiving an order?
When your shipment arrives, please verify that the number of boxes delivered is the same as listed on the delivery note before signing for delivery. If the delivery note shows a different number of boxes than the number of boxes delivered, be sure to state the number of boxes you received. Please pay attention to the missing quantities on the receipt before signing, and notify us immediately if there are any discrepancies. All cartons shipped via freight carriers must be thoroughly inspected for any signs of mishandling such as dents, holes, rips, tears, etc. Any damage must be noted before signing the delivery note (if the carton is damaged, write "damaged" on the receipt). Any damage not noted on the receipt will be deemed to have occurred after delivery and will therefore be the responsibility of the purchaser. Refusal of delivery can only be made to the parts that show obvious signs of serious damage. Do not reject any undamaged items. Rejecting undamaged items may result in redelivery charges that are solely the responsibility of the purchaser. We require digital photos of any damaged or defective merchandise and packaging to process claims. We will cover any replacement costs and file a damage claim to the carrier for all damage noted on the delivery note at the time of delivery.
13
What if my order does not arrive?
We are solely responsible for non-arrival, lost or damaged orders. We cover all costs and will reship immediately. We only offer discounts if we fail to ship as per our agreement.
14
Will my order be shipped out safely? Can you gurantee that I can receive the intact product?
All items are thoroughly inspected for any damage or defects before being shipped. When you receive your shipment, be sure to carefully inspect all cartons for any signs of improper shipping, such as any indentations, holes, cuts, tears, or squashed corners before signing for the receipt. It is extremely unlikely to receive a damaged item without signs of mishandling on the outside of the package. However, if you do find any issues, please contact us immediately. We require digital photos of any damaged or defective merchandise and packaging to process claims. Please be careful when opening the package and bringing the product into your home.
CUSTOMIZATION
1
How does your design and production process work? What is the process from development to ordering?
For detailed customization process, please check out the ODM and OEM pages on our website.
2
What information do I need to provide if I need customization service?
If you want to add your own LOGO on the product, you need to send us the vector diagram of the LOGO and the relevant location indication. If you need to customize the color, you need to send us the pantone color number. If you need to replace the packaging and instructions, you need to send relevant design documents, or entrust us to design. For specific circumstances, our sales staff will make specific conformations.
3
Can you help me design a logo?
Certainly. Whether you want to update the logo or make a new one, we can totally help.
4
Can you sign a non-disclosure agreement? I don't want to share my designs with anyone
We are committed to adhering to our strict privacy policy and respecting the confidentiality of our clients. We do not share, sell, collect or rent any information about our customers to any third party. In the case of relevant needs, we usually sign a non-disclosure agreement with the customer to protect the security of all customer information to the greatest extent, including brand, craftsmanship, function, customization content, cooperation content, etc. SOSEN cooperate with a large number of clients and many of them don't want their competitors to know that we manufactured the products for them. We understand the importance and necessity of protecting customer information. There are strict customer information confidentiality requirements within the company. Even if no non-disclosure agreement is signed, we will not disclose customer information to third parties in any forms.
5
Can you sign a manufacturing and supply agreement?
Yes, we can easily prepare a manufacturing and supply agreement for you. You only need to provide a copy of your company registration information.
6
Can I see some examples you've done for other clients?
We keep our clients confidential and will not share any work we do for them with anyone else without their express permission.
7
Can I make some changes in the manufacturing process?
It depends on where we are in production and what changes you want to make. If changes need to be made during the manufacturing process, please contact us as soon as possible to let us know what changes you are considering, and if possible, please email as requested for confirmation.
8
Can the display be customized according to my needs?
Yes, we can customize our touch screens to meet your needs. Please contact us for more details.
9
Is there related certification for the customized products?
We will confirm with the customer the certificates required for the product before customization and will complete all the agreed certification before the product is delivered, which will be written in the contract agreed by both parties.
10
Can I customize products with special features?
We have complete technical reserves. We can meet all functional requirements raised by customers within a reasonable range.
11
Can I customize the box and packaging method?
In the case of meeting MOQ, we can provide related service.
12
Is ODM service available?
We provide ODM service. Please refer to the relevant page for more details.
13
Is OEM service available?
We provide a series of OEM customized service.
AFTER-SALES SERVICE
1
What does the warranty cover?
It covers the damage caused by the design and quality of the product, as well as the product itself, but does not involve man-made or malicious damage.
2
What's not covered under warranty?
Damage caused by not following the safe operation procedures, man-made damage, disassembly of the product by yourslef, etc.
3
I don't understand the warranty policy, what should I do?
If you are unclear about the warranty policy or need to confirm some details of it, you can contact our after-sales support center at Cary@sosen.com.
4
How long is the processing time for after-sales problems?
"Usually within 1-2 working days; for a small number of complex after-sales problems, we may need to spend more time communicating with customers in order to confirm the root cause."
5
Do all defective products need to be sent back to SOSEN?
It depends. If it needs to be sent back according to the judgment of our after-sales department, we will ask the customer to send it to our designated locations in various countries so the technical staff can deal with the defective products together.
6
What to do if the product encounters a malfunction beyond the warranty period?
We will provide our customers with longer after-sales service (except for man-made damage) according to specific situations, such as replacement of components, and will charge a certain amount of maintenance costs as appropriate.
7
How long is the product warranty period?
For solar panel and accessories, 1 year. For portable power station, 2 years. For residential energy storage, 10 years. Based on the requirements of policies and regulations in different regions, we can also provide customers with personalized solutions to extend the warranty period.
8
What should I do if I encounter a product failure?
Our products have undergone strict factory inspections and rarely encounter after-sales problems. This is one of the reasons why more and more customers choose to trust SOSEN. In case of any product failure, please contact our after-sales department directly. We have a complete after-sales process and can provide customers with various after-sales methods such as replacing or repairing the faulty one to ensure that our customers will purchase our products without worries.
ABOUT WEBSITE
1
I sent you an inquiry through your website a few days ago, but I haven't received any feedback yet.
We respond to all emails within 24 hours on weekdays. Possible reasons for not receiving our reply are: 1. Our reply goes directly to your spam folder. Please check; 2. Your email address is invalid. Please try to email us with a different email address.
CONTACT US
Tel: +86- 755- 85244504
Address: Room 601, Pengzhanhui No 1 Building, Zhongxin Road No 233, Xinqiao Community, Xinqiao Street, Baoan District, Shenzhen, China. 


Create a sustainable and affordable clean energy sources for every individual and home across the world.
Copyright © 2024 SOSEN Innovation
detect