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Q1
Is the item in stock, and what is the lead time?
The written quotation or order confirmation states the expected dispatch date. Standard in-stock orders are normally processed within three to four business days, subject to cleared payment, final inspection, packing and carrier availability. Urgent same-day dispatch requires separate written confirmation. Dispatch time is different from transit time and the final arrival date.
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Q2
Can an urgent in-stock order be dispatched on the same day?
Same-day dispatch may be available when the product is in stock and cleared payment and complete shipping instructions are received early enough. Same-day dispatch is a service target and must be confirmed in writing.
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Q3
How long is the quotation valid?
Most quotations are valid for 15-30 days. The validity period stated in the written quotation will apply.
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Q4
Is there a minimum order quantity?
Minimum quantities, pack sizes or order conditions depend on the item and source. Send the quantity you need, including a single-piece requirement, and we will confirm whether it can be supplied and identify any minimum quantity in the quotation.
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Q5
Can you extend a quotation or reserve stock?
Ask us to review current availability. A quotation, purchase order or payment receipt does not by itself reserve stock. A reservation is effective only when we confirm the allocated item, quantity, reservation period and required payment in writing. Any quotation extension must also be confirmed in writing.
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Q6
Can I change or cancel an accepted order?
Contact us immediately with the order reference. A change or cancellation is effective only after written acceptance by Moore Automated. Availability depends on processing status and any sourcing or supplier commitments. Special-order or non-cancellable items may be restricted, and any agreed cost or refund will be explained before the cancellation is finalized.
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Q7
Does Moore Automated ship internationally?
Yes. Moore Automated ships worldwide, subject to export controls, carrier availability, and destination-country restrictions.
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Q8
Which carriers do you use, and can you ship using our carrier account?
DHL is the standard express carrier. FedEx, UPS, TNT, freight services, or another agreed carrier may also be used. Moore Automated can ship using a customer’s approved carrier account when the account number, billing authorization, and service instructions are provided before dispatch.
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Q9
Can you arrange neutral packaging or shipment to my customer?
Tell us the delivery and packing requirements before ordering. Neutral outer packaging or direct delivery may be available by written agreement. Product identification labels must remain intact, and shipping and customs documents must accurately identify the goods and the parties required for the transaction. We will confirm feasibility and charges before dispatch.
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Q10
What are the shipping cost, packed weight, package dimensions, and insurance options?
The freight cost, packed weight, and package dimensions will be confirmed after the product, packaging, and destination details have been reviewed. Shipping and insurance are not included in the product price unless expressly stated in the quotation. Insurance is recommended for high-value or fragile shipments.
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Q11
Where will the order be shipped from, and which Incoterms apply?
Orders may be shipped from Xiamen, China; Hong Kong, China; or another sourcing location stated in the quotation. The applicable Incoterm and named place will be confirmed in the quotation or commercial invoice.
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Q12
Who is responsible for customs duties, taxes, and import requirements?
The customer is responsible for import permits, customs duties, local taxes, brokerage charges, and compliance with destination-country requirements unless a different arrangement is stated in the applicable Incoterm.
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Q13
Which shipping and customs documents can Moore Automated provide?
Moore Automated normally provides a commercial invoice and packing list. Customers requiring an HS code, Certificate of Origin, Certificate of Conformity, insurance certificate, or other special documentation should submit their requirements before the order is finalized. Final tariff classification should be confirmed according to the destination country’s requirements.
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Q14
How will customers receive tracking information?
Tracking details will be sent by email after dispatch. Customers should provide a valid email address and monitor the shipment for carrier updates.
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Q15
Can you ship available items before the rest of my order?
A partial shipment may be arranged by prior written agreement. We will confirm which lines ship first, the remaining schedule, payment requirements and any additional freight or documentation charges before dispatch.
