01 Prepare your information
- Model, purchase date, purchase channel and available proof of purchase.
- A description, when it started, and clear photos or a short video.
- Maintenance already attempted, fuel status and any battery-related issue.
02 Initial assessment
Support first checks whether the issue concerns consumables, operation or inspection. If a return is required, complete the repair form with contact details and the fault. Confirm the address, carrier and costs for this case; do not use a US repair address.
03 Inspection and repair costs
Is there an inspection fee?
Our current Taiwan service process lists an NT$300 inspection fee. Contact us with the model and issue first to confirm the applicable service, fee and shipping instructions. Replacement inserts, consumables or other shipping charges will be quoted separately for approval.
Before sending, confirm whether inspection fees apply, any insert or consumable cost and return shipping. Any paid work identified during inspection will be explained for approval before proceeding.
04 Pack and send safely
Follow support and carrier instructions for fuel and batteries. Do not include fuel refill cans. Report leaking products or abnormal batteries before arranging transport. Allow the product to cool, protect it in transit, include the repair form and keep the shipping record.
05 Timing and return
How are repair charges and timing confirmed?
Any chargeable work is described and quoted for approval before proceeding. Domestic repair generally takes about 7–10 business days, depending on the fault, parts and schedule. Factory repairs in the USA have a separate timeline.
How long does a repair in the USA take?
We will assess whether factory service is needed. The current Taiwan service estimate is about three months, subject to shipment batches, factory processing and transport. We will confirm the intake and expected return schedule for your case.
Sending a product for inspection does not confirm that all work is free. Factory service, retention of original parts and the final remedy depend on inspection and the agreement for this case.