FAQ
Purchase Process
1. How can I request a quote?
You can request a quote by clicking the designated button on each machine’s page, using the contact form found on the “Contacts” page of our website, or reaching out to us via email or phone using the contact details provided here. Our team will be happy to assist you with your request and offer a preliminary consultation.
2. What information do I need to provide for a detailed quote?
To provide you with an accurate quote, we need some essential information: the type of product to be handled (characteristics and density), the required production capacity, and any specific technical or functional requirements.
3. What is the process for placing an order?
After receiving and approving the quote, we will send you an order confirmation with all the details. The process includes a review of technical specifications, delivery timeframes, and payment terms. Once these aspects are confirmed and we have received the sample, we will proceed with the machine’s production.
4. How can I know if my production area has enough space for the machinery?
Our team will assist you in evaluating the necessary space. After a preliminary analysis based on the measurements of your production area, we can provide a customized layout and suggest the most efficient configuration. If needed, we can arrange an on-site visit to assess your requirements directly.
5. What payment methods are accepted?
We accept the following payment methods:
- Bank transfer
- Letter of credit (L/C)
- Leasing options to facilitate the investment in machinery.
6. Is it possible to schedule a visit?
Yes, a visit can be arranged. You can visit our showroom to see DMC machinery in action. Alternatively, we can send a technician to your location for an on-site evaluation. We can also evaluate the option of connecting you with one of our regional agents.
7. How can I be sure I’m purchasing the right machine for my product?
Before finalizing the purchase, we offer a preliminary consultation to analyze your needs. Additionally, we can conduct tests using samples of your product and packaging to ensure that the machine is perfectly compatible with your production specifications.
Shipping, Delivery, and Installation
8. Which countries do you ship to?
We ship worldwide with no geographical limitations. Our global shipping network allows us to reach any destination.
9. What shipping options are available?
We offer various shipping options to suit your needs:
- By land (via external logistics services or, depending on the size and number of machines, with our own vehicles)
- By sea
- By air
- Door-to-door service
- Commercial terms like EXW, CFR, and DAP.
10. How long does it take to receive an order?
Standard machines are often available for immediate delivery. For customized machines or those not in stock, production time can take up to around 4 months from the order confirmation date.
11. How will I receive the ordered machines?
The machines are packed on pallets or in crates to ensure maximum protection during transport. In some cases, if production requires different timeframes, machines from the same order may be shipped separately. The shipping method is agreed upon with the customer based on their needs.
12. Do you provide on-site installation?
Yes, we offer on-site installation services. Our technical team can travel to your location to ensure proper and swift installation.
Support and Maintenance
13. Do you offer technical support for your machinery?
Yes, we provide comprehensive technical support for all our machinery, both during and after installation. Our technical team is available to address any issues and ensure that the machines operate smoothly.
14. Do you offer remote support for your machinery?
Yes, we offer remote support for both machines equipped with Industry 4.0 technology, which can be monitored and managed remotely, and those that do not have this technology. In the latter case, support is provided through phone calls or video calls with our technicians for fast assistance and troubleshooting.
15. How can I contact customer support?
You can contact our customer support team via email or phone. You can find our contact details on the “Contacts” section of our website. We’ll respond as quickly as possible to assist you.
16. What is the response time for support?
Our team is committed to responding to support requests within 24 working hours. In case of emergencies, we offer priority support to resolve the issue as quickly as possible.
17. Are DMC machines covered by a warranty?
Yes, all our machines come with a 12-month warranty. For more details, you can consult our sales team or review the purchase documentation.
18. How can I access the technical documentation for the products?
The technical documentation for each machine is provided at the time of delivery. It is also available upon request by contacting our support team. A simplified technical sheet for standard machines is available on our website and can be accessed by viewing each product’s page here.
19. How can I request on-site maintenance?
To request an on-site maintenance intervention, you can contact our support service via email or phone. A technician will arrange the intervention as soon as possible.
20. Do you offer training courses for using your machinery?
Yes, we offer training courses for the proper use of our machinery. Training can take place at your location, in our showroom, or remotely, depending on your preferences and needs.
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