F.A.Q

📦 Orders & Purchasing

Q1: How can I place an order? How do I know the shipping cost?

You can place an order in two ways:

Online inquiry: Add products to your inquiry basket and submit a message through our website. We will reply with a detailed proforma invoice via email within 24 hours.
Direct contact: Email us at jiahe@jhoptical.com with your product list and delivery address.

Shipping costs are calculated based on the weight, volume, and destination of your order. We will include the exact shipping quote in your proforma invoice for approval before any payment is made.

Q2: Why can't I see the prices even after logging in?

Our product prices are displayed only after you log in. If you still cannot see the prices after signing in, please try refreshing the page (press F5 or click the browser refresh button). If the issue persists, clear your browser cache or contact us for assistance.

🚚 Shipping & Delivery

Q3: What are your shipping methods and delivery times?

We ship via international couriers such as DHL, FedEx, UPS, or by sea freight depending on the order size and your location. Typical delivery times:

Express (DHL/FedEx/UPS): 3–7 business days
Air freight: 7–15 business days
Sea freight: 20–40 business days

We will recommend the most cost-effective and reliable option for your order.

Q4: Do you ship worldwide? Are there any countries you don't ship to?

Yes, we ship worldwide. If your country has specific import restrictions or regulations for Ophthalmic equipment, please inform us in advance so we can assist with the necessary documentation.

🛠️ Warranty & Technical Support

Q5: What is the warranty period? Do you provide technical support?

Warranty: All our products come with a 1-year manufacturer's warranty covering manufacturing defects.
Lifetime technical support: We provide ongoing technical assistance throughout the lifespan of your equipment.
Support channels: Email, WhatsApp, WeChat, Skype, and phone. We respond promptly to all inquiries.

Q6: What does the warranty cover? What is not covered?

The warranty covers manufacturing defects in materials and workmanship. It does not cover:

Damage caused by improper installation, misuse, or accidents
Consumable parts (e.g., bulbs, fuses, filters)
Damage during shipping (covered by shipping insurance)
Unauthorized modifications or repairs

Q7: Do you provide installation services overseas?

We currently do not have installation partners overseas. However, Ophthalmic equipment installation is straightforward and user-friendly. We provide:

Printed instruction manual included with each shipment
Video installation guides available upon request
Remote assistance via video call (WhatsApp/WeChat/Skype) if you encounter any difficulties

Our technical team will guide you step by step through the setup process.

💳 Payments & Invoicing

Q8: What payment methods do you accept?

We accept the following payment methods:

Bank wire transfer (T/T)
PayPal (for small orders)
Western Union
AliPay
WechatPay

Detailed payment instructions will be provided on your proforma invoice.

Q9: Do you offer online checkout or instant payment on your website?

Currently, our website supports product inquiries and quotation requests. We do not have an online checkout feature for instant payment. All orders are processed through a proforma invoice system, and payment is made via bank transfer or other agreed methods. This allows us to provide you with accurate shipping costs and customized pricing before you commit.

Q10: Do you offer volume discounts or customized pricing?

Yes, we offer discounted pricing for bulk orders. Please sign in and check the discount price in product detail page. Or please contact our sales team with your quantity requirements, and we will provide a competitive quote.

🔧 Product & Technical

Q11: Do your products meet international quality standards?

Yes, all our ophthalmic equipment is manufactured in compliance with international quality standards. We can provide relevant certificates (such as CE, ISO) upon request.

Q12: Can you customize products according to my requirements?

Yes, we offer customization options for certain products (e.g., lens edgers, frame heaters). Please contact us with your specific requirements, and we will assess the feasibility.

📞 Contact & Support

Q13: How can I contact you if I have more questions?

You can reach us through the following channels:

Email: jiahe@jhoptical.com
WhatsApp: [+86-15001978117]
WeChat: [+86-15001978117]

We strive to respond to all inquiries within 24 hours during business days.