After-Sales Support

Warranty And Parts, In Writing

Q: How long is the warranty?

2 years on the whole machine, 5 years on the battery core (capacity above 80%), 2 years on controller and drive, and 90 days on wear parts.

Q: How fast are spare parts shipped?

The top 50 wear parts are kept in stock and ship within 72 hours via DHL. Parts quotations are provided within 48 hours.

Q: How fast do you respond to service issues?

WhatsApp issues get a first response within 2 hours, email within 12 hours. Remote video diagnosis is included for dealers.

Q: What is not covered by warranty?

Damage from misuse, overload, modification, accident, or unauthorized repair is excluded, as are normal wear items such as tires, brushes and seals.

Every quote and contract states the warranty terms, parts response times and support channels. No fine print surprises — the same promises our dealers sell to their customers.

View Warranty Terms Report An Issue

2-yr machine warranty5-yr battery core warranty72h parts via DHL

Parts stock · 72-hour DHL promise

Warranty Terms

Exactly What Is Covered, For How Long

Component	Warranty Term	Notes
Whole machine	2 years	From bill of lading date
Battery core	5 years	Capacity maintained above 80%
Controller & drive motor	2 years	Includes Curtis controller and AC motors
Hydraulics & mast	1.5 years	Lift cylinder, mast rollers, hoses
Wear parts	90 days	Tires, brushes, seals, filters

Covered

Factory defects in materials and workmanship
Battery capacity degradation below 80% within 5 years
Controller and software faults, remote diagnostics
Cold room related failures on cold package models

Not Covered

Misuse, overload, accident or unauthorized modification
Damage from unapproved batteries or chargers
Repairs by non-certified third parties
Normal wear items: tires, brushes, seals, filters

Parts Promise

Parts, Fast. Downtime, Short.

48-Hour Parts Quotation

Send a photo or part number on WhatsApp. You receive price and availability within 48 hours, with a reference number for tracking.

72-Hour DHL Shipping

The top 50 wear and service parts are kept in stock and ship within 72 hours to any of the 40+ countries we export to.

2-Hour First Response

WhatsApp issues get a first response within 2 hours (GMT+8), email within 12 hours. Remote video diagnosis for dealers at no cost.

Service Process

How An Issue Gets Resolved

Report

Send photos or video of the issue on WhatsApp. Response within 2 hours.

Diagnose

Our engineer reviews remotely, using Curtis diagnostics where needed.

Fix

Remote repair guidance, warranty replacement, or parts dispatched within 72h.

Follow Up

We close the ticket only after the machine passes a 24h work cycle test.

FAQ

After-Sales Questions

How long is the warranty?

2 years whole machine, 5 years battery core (above 80% capacity), 2 years controller and drive, 90 days wear parts — from bill of lading date.

How fast are spare parts shipped?

Top 50 wear parts are in stock and ship within 72 hours via DHL. Parts quotations within 48 hours with a reference number.

How fast do you respond to service issues?

WhatsApp within 2 hours, email within 12 hours. Remote video diagnosis is included for all dealers.

What is not covered by warranty?

Misuse, overload, accident, modification, unauthorized repair, and normal wear items such as tires, brushes and seals.

Can our local technicians get trained?

Yes. Dealers receive free remote training with the first order, including Curtis diagnostic software, the full parts book and maintenance schedules.

Need A Part Or Have An Issue?

Message us on WhatsApp with a photo or the part number. We will reply within 2 hours with a quotation or a fix.

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