Shipping & After-Sales Help
Plan the handover, check the shipment and report issues with clear evidence. Keep delivery arrangements and after-sales decisions tied to your order.
Make the destination and delivery basis explicit.
Production completion, dispatch, carrier transit, customs clearance and final delivery are different milestones. Agree which dates are requested and which are confirmed.
- 01
Confirm the destination
Provide the complete ship-to address, postal code, contact details and any receiving-hour or access restrictions.
- 02
Confirm responsibility
Identify the freight payer, chosen service, named delivery place, trade term and import-clearance arrangement.
- 03
Review the documents
Check the commercial invoice, packing information and any destination-specific documents with the responsible parties.
- 04
Agree handling and records
Identify packaging needs, split-shipment permissions and the packing, test or traceability records required with the order.
Do not translate “freight included” into “everything included”.
On a small screen, scroll the table horizontally.
| Example term | Basic delivery arrangement | Important distinction |
|---|---|---|
| DAP — named place | Seller arranges carriage to the named destination; delivery is ready for unloading. | Buyer normally handles import clearance and applicable import charges. |
| DDP — named place | Seller arranges delivery and is responsible for import formalities and duties under the rule. | Check whether the seller can legally and practically fulfil the importing role. |
| FCA — named place | Delivery occurs at the agreed handover point to the buyer’s nominated carrier or other person. | Specify the exact location; export clearance and the handover details matter. |
DAP and DDP differ on import responsibilities; FCA uses a defined handover point. These summaries do not reproduce the full rules or replace the order terms.
Describe the shipment accurately.
A commercial invoice should identify the goods, quantities, origin, value and the other information required for the route. Use a meaningful product description and confirm classification with the responsible customs adviser or broker. Do not apply one assumed tariff code to every PCB and assembled electronic product.
Use an accurate declared value and the appropriate transaction basis. Do not deliberately understate value to reduce charges or delay.
Any product-specific import permission, battery-related requirement or additional documentation should be reviewed before dispatch where applicable.
Protect the product, not only the outer carton.
- Mechanical protection
- Agree packing that limits movement and protects exposed connectors, heavy parts, board edges and the required cleanliness.
- ESD-sensitive assemblies
- Use a suitable ESD packaging plan. Discharge-shielding protection outside an ESD protected area is a different function from low-charging material alone.
- Moisture and storage requirements
- Follow the applicable product and component handling instructions. Specify any required protective packaging and labels rather than assuming ordinary carton packing is sufficient.
Keep the identity and condition traceable.
- Before discarding packaging
- Compare shipment identity and quantities with the order. Photograph visible carton damage and relevant labels before changing the condition.
- During inspection
- Check the board or assembly revision, identifiers and agreed accompanying records. Record the affected quantity and separate suspect items from accepted stock.
- When damage is reported
- Retain original packing and relevant contents while the claim is reviewed. Gather tracking information, value evidence and photos, and follow the carrier’s service-specific procedure promptly.
Do not power a unit that may be unsafe simply to collect a demonstration video. Use an appropriate technical review for suspected electrical or mechanical damage.
Start with evidence. Agree the next step.
On a small screen, scroll the table horizontally.
| Issue type | Useful information | Initial objective |
|---|---|---|
| Delivery / tracking concern | Order and tracking references, last known status, requested destination and any carrier notices. | Confirm the shipment stage and responsible logistics contact. |
| Visible damage or quantity discrepancy | Carton and label photos, packing evidence, expected versus received count and affected identifiers. | Preserve packaging and check the carrier’s claim procedure. |
| Suspected manufacturing nonconformance | Approved requirement, observed deviation, board revision, affected quantity and inspection evidence. | Request review against the agreed acceptance criteria. |
| Functional or intermittent behaviour | Expected versus actual result, firmware, serial/lot identifiers, setup, reproduction steps and logs. | Identify the conditions without assigning root cause prematurely. |
- 01
Report the issue
Identify the order, configuration, affected units and the observed problem. Keep representative evidence.
- 02
Review the records
Compare the report with the agreed specification and test scope. Clarify missing evidence or reproduction conditions.
- 03
Agree any return
Obtain instructions before sending goods back. Confirm identifiers, destination, packing and required documentation.
- 04
Confirm disposition
After review, agree any investigation, correction, replacement or other applicable outcome under the accepted terms.
Common questions
Use these answers to prepare the conversation. Project-specific commitments belong in the quotation, order acknowledgement and agreed terms.
Have a technical question instead? Start with the manufacturing, assembly or design FAQ pages linked below.
Is the production lead time the same as the delivery time?
No. Clarify when manufacturing starts, when the shipment is expected to be handed to the carrier and whether a requested date refers to dispatch or arrival. Transit, customs clearance and final delivery are separate stages. Any committed dates and exceptions should be recorded in the order acknowledgement.
Who pays duties, taxes and customs-clearance charges?
Confirm the agreed trade term, named place and any separately stated charges in the quotation. DAP and DDP allocate import-clearance responsibilities differently; do not infer the responsibility from “shipping included” alone. The importing arrangement must also be practical for the destination and the parties involved.
What should I do if the carton or boards arrive damaged?
Record the condition and affected items, retain the packaging and collect tracking and order information. Contact the agreed support contact and check the carrier’s claim procedure promptly. Deadlines depend on the carrier, service and route; do not rely on a general website FAQ as the applicable claims deadline.
Can I return boards before receiving return instructions?
Request instructions first. A technical review may need additional records, samples, specific packaging or customs documentation. Confirm the authorised destination and reference number, if one is issued, before shipment. Preparing a support request does not authorise a return or create an RMA.
What warranty or refund policy applies to my order?
Use the terms accepted for your specific order, together with any applicable mandatory rights. This help page does not set a universal warranty duration, return period or automatic refund entitlement. Ask the project contact to identify the governing terms and the review process for the reported issue.
What evidence helps with an intermittent or functional issue?
Provide the board and firmware revisions, serial or lot identifiers, affected quantity, observed behaviour and the conditions needed to reproduce it. Include the expected result, test setup and relevant logs. Preserve representative samples and avoid undocumented rework that could change the evidence. Suspected unsafe units should be isolated and not powered for casual troubleshooting.
References & scope notes
- [1] ICC Academy — Incoterms® 2020: DAP or DDP
- [2] ICC Academy — Incoterms® 2020: EXW or FCA
- [3] DHL Express — Global Customs Customer Guidelines (PDF)
- [4] DHL Express — Global Customs Customer Guidelines (PDF)
- [5] EOS/ESD Association — Basic ESD control and packaging
- [6] FedEx — Claims and supporting evidence
Use these references to prepare your order and shipping requirements. Your quotation and order confirmation specify the services, approvals, charges and delivery arrangements for your project.
Confirm lead time, testing, freight, warranty and after-sales arrangements in your quotation and order confirmation.