Contact Us
Hours: 9am - 6pm service (Monday-Saturday)
com Cooperation Team: hauserlaser@gmail.com
PRODUCT RELATED
1Is there any difference between placing an order directly on the official Hauser website (www.hauserbase. com) or on a store on a shopping platform (Amazon/eBay/AliExpress)?
Yes, they are different. The official website and shopping platforms (such as Amazon/eBay) have different teams with different machine configurations and discounts.
1. We are an official website, and unlike on the platform, we do not need to pay additional transaction fees and commissions to the shopping platform, which is why even with higher configurations, our quotes are more affordable.
We only provide lifetime technical support and marking/engraving parameters. Free materials can be ordered directly on www.hauserlaser.com and are not applicable to any orders from other sales channels.
2. Different machine types and configurations. The laser machine will be equipped with a unique configuration (only applicable to machines on www.hauserlaser.com), featuring high stability and marking efficiency. Support customization of laser machines and upgrade solutions when needed.
3. Customer Service Support: We can only provide after-sales service for customers who order on www.hauserlaser.com and are not responsible for orders from shopping platforms as our system does not have your order information. Please contact the stores on the platform for timely support.
4. Official loyal customer discounts We will occasionally provide free trial activities for loyal customers who place orders directly on www.hausels.com, which are not applicable to customers from other sales channels. In addition, we also provide free gifts for customers who place orders during the grand festival period.
All product information, policies, and additional offers published on the website are only applicable to orders on www.hauserlase.com and do not apply to stores on the shopping platform.
2.Which Configurations of Machine I need to choose?
2. What machine configurations do I need to choose?
Please send us an email（ hauserlaser@gmail.com ）Please provide us with your work materials directly, as well as the expected effects of the machine on these materials, and attach pictures or videos
3. I failed to process the payment via credit card, what should I do?
Since the machine value is high, firstly, you need to contact your credit card to check whether the amount had been exceeded your spend limit and confirm with your credit card bank all payment behavior is operated by yourself and you had difficulty in processing the payment.
Secondly, please don’t hesitate to contact us (hauserlaser@gmail.com) immediately we will check whether our system identifies your behavior as fraud and help you deal with the problem in time.
4.What's the guarantee, in case the machine breaks down?
The machine has 2 years guarantee. If it breaks down, generally speaking, our technician will figure out what the problem may be, according to clients’ feedback. Parts except for consumable parts will be replaced for free if the problems are caused by quality faults. Even if the machine is beyond the warranty, we can still offer technical assistance as your order is placed on www.hauserlaser.com.
5.How Long is the delivery time？
1. Machine with the default configuration：
Warehouse: 7-10 Business Days
2. Customized Machine
The average period of production: 7-10 Business Days
Shipping: 7-10 Business Days
(Notification: Customs clearance inspections will cause delays 2-3 days in logistics）
6.Why do I have already over 10 hours mark time on my machine if this is supposed to be a brand new machine?
When our machine is produced, our engineer will check all details of the machine and keep testing the machine for a long time to ensure it can maintain stable working status even lasting for a long time.
Please don’t worry, all laser machines will be brand new machines, and please directly contact us if there is any damage or if you have any confusion concerning the machine, please don’t try to fix any problem before communication.
7.What is the marking speed of laser engravers?
The maximum marking speed of the Hauser galvanometer system is 10000 mm/s, Hauser
Common recommended marking speeds range from 2000 to 5000 mm/s, enabling high-quality marking of 1mm characters.
Typically, the maximum marking speed can reach the maximum positioning speed of the galvo, depending on the sculptor's specifications.
DELIVERY & RETURN
1. What items can't be returned?
About return wrong items, As long as the. is not damaged, no stains.
It will not affect us sale again, you can pack it well and return back to us.
We will check it after received the goods. If there is no problem, we will refund you immediately.
However, since it is not the product problem, please note that the shipping cost and taxes(including the taxes on ourside ) should be paid by yourside.
As you know, we are in China. Actually the shipping cost for returning may be equal to or higher than the price of the prodcut itself.
PAYMENT ISSUES
1.What should I do if my card is declined?
------Payment failed: 80022:Not Sufficient Funds
It usually happens when cardholder send up to $1000 in a single transaction. (This amount can vary, though, depending on your currency.)
In this case, would you please recheck with your bank or financial staff?
------Payment failed: 80097:Transaction Declined
It usually happens when cardholder Fail to Pass 3D Authorized Service.
In this case, please try to confirm card number and 3D verification are correct and then re-pay.
------Payment failed: 10000: Payment is declined
It usually happens when the bank security alarms are triggered, then our bank may determine this order is high risk, so they refused.
Could you please provide the credit card Numbers ( first six and last four digits)?Or passport, driving licence?
Cloudray will offer your informat to our bank, so that our bank add you to white list of acceptable customers.
------Payment failed: 80010:Transaction Do Not Honour
It usually happens when the bank security alarms are triggered, then your bank may determine this order is high risk, so they refused.
The following takes place:
1. Related to overseas consumption, in order to ensure the security of the cardholder’s credit card, the bank will refuse to process overseas consumption. Or set by the customers himself.
2. The buyer has set a limit on the amount of online purchases, so the payment fails.
If the above problem is not resolved, you can pay via Paypal.
bank account （Paypal):hauserlaser@gmail.com
2.To pay with Paypal
Step 1：Create an account on the Paypal or Afterpay website.
Step 2：After clicking “Complete order”, you will be redirected to Paypal/Afterpay to complete your purchase securely.
Step 3：Select "REMEMBER ME" to save your information for a faster checkout.
