INFORMATION QUESTIONS

Frequently Asked Questions

❓ What is the lead time for your machines?

Our standard lead time is 15–30 working days for most models. However, for large or heavily customized machines, the production time may extend up to 45 working days. We'll confirm the schedule when placing the order.

❓ Do you offer machine customization?

Yes. We provide a wide range of customization services, including:

  • Machine color customization
  • Company logo printing
  • Multi-language operation interface
  • Product-specific adjustments (e.g., spring size, height, bag size, glue system, voltage)
    We build each machine around your specific production needs.
❓ How do you package and ship the machines?

We wrap each machine with PE film and use soft PP cotton to protect fragile parts.

  • For LCL (Less than Container Load) shipping, we use wooden cases for extra protection.
  • For FCL (Full Container Load), machines are fixed and protected inside the container—no wooden cases are required.
    We mainly ship by sea freight, but rail and land freight are also available for countries connected to China. Air freight is usually not suitable due to the large size and high cost.
❓ What is covered in your warranty?

All machines are covered by a 1-year limited warranty, including mechanical and electrical parts (excluding consumables). During the warranty period, we provide free replacement parts and technical guidance if any issue occurs.

❓ Do you provide installation and training?

Yes. We provide:

  • Operation manual and installation video
  • Remote video guidance
  • On-site installation and training services (available worldwide—travel costs to be covered by the customer)
    Training includes machine operation, maintenance, and basic troubleshooting.
❓ What if the machine breaks down after the warranty?

We provide lifetime technical support. After the warranty expires, you’ll only need to pay for replacement parts if needed—technical guidance remains free forever.

❓ Can I see your machines before I buy?

Yes, you're welcome to visit our factory.
We can also provide demonstration videos or arrange live video calls to show the machine running in real time.

❓ How do I request technical support?

You can contact us directly at support@kimkoo.com or use the form on our Technical Support page. We'll respond within 24 hours on working days.

❓ What consumable materials do I need to prepare?

Typical consumables include PE roll film, mattress bags, glue (hot melt or cold), springs, and nonwoven fabric — all of which we can supply directly. Let us know what you need, and we’ll provide the right materials to match your machines.

❓ How do I place an order?

Please contact our sales team via email or through the website form. We will guide you through model selection, configuration confirmation, quotation, payment, and delivery.