1. How long is the warranty of the product? Our warranty is one year. The details please contact with our seller.
2. How will you provide service in case of failure?
You can contact with me immediately, and we can have the vedio meeting in the group ,and our
engineer will teach you how to solve it. Or you can send the full vedio to me, and then I will teach
you how to fix it.
3. What kind of malfunctions occur in the product in general? Which parts are defective?
Usually is the customer use wrong sugar and then block the pipes and burner. So the sugar is very
important for our machine. Meanwhile, we will supply some usual spare parts with the machine,
and then customer can change it immediately without delay.
4. What is the average life of the machine? How many sugars does it produce on average? What
should we pay attention to for maintenance?
The key of the machine is the burner. If use the right way Usually can be used about above 5
years. Each 8kgs sugar can do 200-250 pcs candy. For the maintenance, first for the water, must
use pure water. Second, need use 1.5mm-2.5mm sugar, Third if you can see there is any dirty
around the burner, please clean it. If time is long or make many candy please open the burner
cover to clean it. Maybe there will be much sugar on it. Meanwhile, don’t change the parameter
in the machine, or will be very trouble.
5. How to fix a software error?
If software error, please contact with us, we will fix it.
6. How many seconds does a cotton candy produce? Can the production rate be increased or
decreased?
Usually make a candy need 60-180 seconds, it’s according the candy color and shape, and usually
the first candy need longer time, because the machine need pre-heat. If our system is upgrade,
then will increased the production rate. We suggest not change it.
7. Is the machine suitable for working outdoors? (Is it resistant to factors such as rain, dust?)
Yes, the machine can be put outside, but need a roof to protect the machine. Because it is
electric, it can’t to be rainy and sunlight directly.
8. Will you send the machine ready to work? Will it come disassembled piece by piece?
We had install well the machine for you. When you receive it, just put the top light head on the
body and connect the power then can be used.
9. The machine fee is paid via alibaba.com. What are the payment details?
We can accept you pay the payment through alibaba, but need extra 3% handle charge if pay
through alibaba.
10. What kind of procedure is applied in case the machine arrives in Turkey as defective?
For example, how do you help with taxes and shipping costs even if you send a new machine for
free?
Before we ship out the machines, we must to test the machine can work normally and then ship
out. So it is impossible the machine can’t work when you receive the machine. Of course, If when
receive the machine and test there is any broken we can send the parts to exchange it.
11. Can advertising videos be played while cotton candy is produced on the machine screen?
Yes, you can upload the advertisement vedio on the screen. But there is a request about the
vedio, such as the time need to be about 3 minutes, and the size has request too. The details I
will tell you later. For the music, if you need to change, must tell me first.
12. Does the machine have a document such as a food production certificate?
We have CE certification and Rohs certification for this machine.
13. Does the machine have the ability to connect to the internet and control it remotely? Can we
control the data remotely? Our machine can connect WIFI, so far can’t romotely control, but on the APP you can see the
detail data, such as you sell how many candies, got how much money..