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FAQ & Support

FAQ & Support

 

Get answers, technical guidance and application support from our experienced team.

  • Epoxy Resin is a two-component resin system used for casting, coating, flooring, woodworking and decorative manufacturing applications. Different formulations are designed for different pour depths, working times and cured properties.

       

    UV Resin is a single-component light-curing resin suitable for small casting, coating and fast-curing applications where UV light can reach the material.

       

    Liquid Silicone Rubber is a flexible two-component material mainly used for mold making, replication and related manufacturing applications. Platinum-cure and tin-cure silicone systems are available for different mold-making requirements.

        

    Need help choosing the right material? Explore our Products or Application Solutions.

  • The right product depends on your application, processing method and required performance.

       

    When selecting a material, consider factors such as:

    • Application and end-use environment
    • Substrate or casting material
    • Required hardness or flexibility
    • Working time and curing conditions
    • Pour depth or coating thickness
    • Transparency or color requirements
    • Indoor or outdoor use
    • Production volume and packaging requirements

       

    You can start with our Material Selection Guides or Solutions pages. If you are unsure which grade is suitable, send us your application requirements and our technical team can help recommend an appropriate product.

  • Choose UV Resin when:

    • Fast light curing is required.
    • The application involves small or relatively thin parts.
    • UV light can adequately reach the curing area.
    • A single-component process is preferred.

      

    Choose Epoxy Resin when:

    • The application involves thicker or larger castings.
    • More working time is required for pouring, positioning or bubble release.
    • The project requires a two-component resin system designed for casting, coating, woodworking or decorative production.

      

    For application-specific selection, compare our UV Resin and Epoxy Resin product ranges.

  • Available documentation varies by product, formulation and target market. Depending on the selected material and application, relevant documents such as TDS, SDS, REACH, RoHS and product-specific test reports may be available. Batch-specific documents such as COA may also be provided where applicable.

       

    If your market or application requires specific compliance documentation, please contact us before ordering so we can confirm the applicable product and available reports.

  • TDS and SDS documents for available products can be accessed through our Technical Documentation Library. You can browse by product category or search by product name or model.

       

    If you cannot find the document you need, contact us with the product name or model number.

  • Processing issues may result from factors such as an incorrect mixing ratio, incomplete mixing, unsuitable temperature or humidity, substrate contamination, incompatible materials or insufficient curing conditions.

      

    Start by checking the product TDS and your actual processing conditions. Our Troubleshooting Guides cover common curing, bubble and adhesion issues. If the problem continues, send us the product model, batch number, mixing ratio, operating temperature and photos so our technical team can help evaluate the cause.

  • Shelf life and storage requirements vary by product and formulation. Please refer to the applicable product label, TDS or packaging information for the recommended shelf life.

       

    In general, unopened materials should be stored in a cool, dry place away from direct sunlight, moisture and extreme temperatures unless the product documentation specifies otherwise.

  • We use incoming material inspection, in-process control and batch testing to support consistent product quality. Key control items vary by product and may include viscosity, hardness, color, curing behavior and other specified parameters.

         

    For applications requiring specific batch documentation or tighter control requirements, please discuss your specifications with our team before ordering.

  • Thermal resistance, chemical resistance and weatherability depend on the specific formulation, curing conditions and service environment.

       

    Different epoxy, silicone and flooring systems are designed for different operating conditions. Please refer to the applicable TDS or provide your expected temperature range, chemical exposure, indoor/outdoor environment and application requirements so we can recommend a suitable material.

  • Yes. Tell us your application, substrate or casting material, required performance, processing method, target curing conditions, packaging needs and expected order volume.

       

    Our team can help identify a suitable existing grade or evaluate whether a customized formulation is needed.

       

    You can also browse our Solutions pages to see material recommendations by application.

       

    Need a material recommendation? Contact Our Technical Team →

  • To help us recommend a suitable product efficiently, please provide as much of the following information as possible:

    • Application or final product
    • Substrate, master model or casting material
    • Required hardness, flexibility or transparency
    • Desired working time and curing conditions
    • Pour depth, coating thickness or mold size
    • Indoor or outdoor service environment
    • Relevant performance requirements
    • Current material or reference sample, if available
    • Estimated order quantity and packaging needs

       

    The more complete the application information is, the more accurately we can identify a suitable standard grade or evaluate a customized solution.

       

    Submit Your Application Requirements →

  • Transport classification depends on the specific product and formulation. Please refer to the applicable SDS and transport documentation for the selected material.

       

    If you provide the product name or model and destination country, our team can help confirm the relevant shipping information before order placement.

  • Our liquid silicone rubber range includes multiple Shore A hardness grades for different mold-making and soft-material applications.

       

    The appropriate hardness depends on mold geometry, flexibility, tear resistance, demolding requirements and the material being cast.

        

    Explore our Liquid Silicone Rubber range or contact us for grade selection support.

  • Our quality control process covers raw material inspection, production monitoring, batch testing and final release checks. Depending on the product, control items may include viscosity, hardness, color, curing behavior, appearance and other specified parameters.

       

    Relevant technical and batch documentation can be provided where applicable.

  • Always review the applicable SDS before handling the product. Required precautions depend on the specific formulation.

       

    General good practice may include adequate ventilation, appropriate gloves and eye protection, and avoiding unnecessary skin or eye contact. Follow the storage, handling and disposal instructions stated in the product SDS.

  • Compatibility depends on the specific resin or silicone formulation, substrate material, surface preparation and service conditions.

       

    For bonding or coating applications, we recommend evaluating adhesion on the actual substrate before bulk production. For mold-making applications, compatibility and possible cure inhibition should also be considered.

       

    Send us your substrate or casting material, product model and application conditions for technical evaluation.

  • Yes. Samples are available for many of our standard products to support material evaluation before bulk purchasing.

       

    For a more useful sample evaluation, please provide your application, substrate or casting material, required performance and processing conditions. Our team can help identify a suitable grade before arranging the sample.

       

    For customized formulations, sample availability and development requirements will depend on the project scope.

       

    Request a Sample →

  • Our typical customization process includes:

    1. Requirement review
    2. Product or formulation evaluation
    3. Sample development and testing
    4. Customer feedback and adjustment
    5. Specification confirmation
    6. Production and packaging
    7. Delivery and follow-up support

       

    The exact process depends on the requested product, degree of customization and testing requirements.

       

    Learn more about our OEM & Customization services or contact us to discuss your project.

  • Depending on the product and project requirements, customization may include:

    • Product formulation or selected performance properties
    • Color, viscosity, hardness or curing characteristics
    • Packaging size and container format
    • Private-label branding and label design
    • Product naming and model identification
    • Documentation and specification requirements
    • Sample evaluation and production testing

       

    Customization feasibility depends on the material system, technical requirements and order volume.

       

    Discuss Your Custom Project →

  • Sample development time depends on whether you are evaluating an existing grade, adjusting an existing formulation or developing a new customized system.

       

    For standard products, samples may be prepared more quickly. Customized development requires additional formulation, testing and evaluation time. We will confirm the expected schedule after reviewing your requirements.

  • Development fees depend on the complexity of the formulation, testing requirements, sample rounds and project scope. Any applicable development cost will be discussed and confirmed before the project begins.

       

    For long-term or volume projects, commercial terms can be evaluated based on the overall cooperation plan.

  • Yes. Customer formulas, specifications, samples and project information are treated as confidential. NDA arrangements can be discussed before technical development where required.

  • MOQ depends on the product type, formulation, packaging format and level of customization. Standard packaging or minor adjustments may have different requirements from fully customized formulations or private-label projects.

       

    Please send us your product type, packaging requirement and estimated order volume so we can confirm the applicable MOQ.

  • Depending on the product system, customization may include color, viscosity, hardness, curing speed, working time, transparency, packaging and other application-related properties.

       

    Feasibility must be evaluated based on the base formulation, target performance and processing requirements.

  • Yes. We can evaluate target specifications, application requirements and reference samples to develop or adjust a material toward the required processing and performance profile.

       

    We do not copy protected proprietary formulas, but we can develop independent solutions based on customer-defined technical requirements.

  • After the customized specification is confirmed, production and quality control are carried out according to the agreed product requirements and approved reference standard.

       

    If a quality concern occurs, our team will review the relevant batch, retained sample and production records to determine the cause and provide appropriate follow-up support.

  • Customized product pricing depends on factors such as formulation requirements, raw materials, testing needs, packaging format, order quantity and production complexity.

       

    We provide a quotation after reviewing the project requirements and expected order volume.

  • Packaging options vary by product and order requirements. Depending on the material, we can support sample packaging, standard industrial packaging, bulk supply and customized private-label packaging.

       

    Private-label options may include packaging size, container format, label design and branding requirements. Available formats depend on the product, order quantity and transportation requirements.

       

    Tell us the product, required pack size, order quantity and branding requirements so we can recommend a suitable packaging solution.

    Request Packaging Options →

  • Yes. We can evaluate customer-provided specifications, target performance requirements and reference samples to determine whether an existing grade can be used or whether formulation adjustment is required.

       

    For customized projects, the final production specification should be confirmed through sample evaluation before bulk production.

       

    We do not copy protected proprietary formulas, but we can develop independent material solutions based on defined technical and application requirements.

  • We support international express, air freight, sea freight and other suitable logistics arrangements depending on the product, shipment size, destination and transport classification.

        

    For samples and small shipments, express services may be available. Bulk orders are typically arranged by air or sea based on cost, timing and shipping requirements.

          

    Contact us for a shipping recommendation. →

  • Yes. Selected products are supported through our USA warehouse for local inventory and faster delivery within the United States.

       

    Available models, packaging sizes and stock levels vary over time. Please contact us with the product name, required quantity and delivery location so we can confirm current USA inventory and fulfillment options.

       

    Products not stocked locally can be supplied from our manufacturing base in China.

       

    Check USA Stock →

  • Sample preparation and delivery time depend on product availability, transport classification, destination and courier arrangements.

       

    For available standard samples, shipment can usually be arranged after order and shipping details are confirmed. The final transit time depends on the destination and logistics provider.

       

    Contact us for a sample and delivery estimate →

  • You may provide your courier account where the shipment type and carrier requirements allow it. However, some liquid chemical samples require specific documentation, packaging or shipping arrangements.

        

    If needed, we can also arrange shipment through our regular logistics partners and recommend an appropriate option based on the product and destination.

       

    Ask us about sample shipping options. →

  • We commonly work with trade terms such as EXW, FOB, CIF, CPT and DDP, depending on the shipment, destination and customer requirements.

       

    Other arrangements can be discussed during order confirmation.

  • Please photograph the outer packaging, damaged container, label and affected quantity as soon as the issue is discovered, and contact us with the order number and shipment details.

       

    We will review the packaging condition, transport information and available evidence to determine the likely cause and appropriate resolution.

  • If you suspect a product quality issue:

    1. Stop using the affected material and retain the remaining product and packaging.
    2. Provide the order number, product model, batch number, photos and a detailed description of the issue.
    3. Our team will review relevant production, QC and retained-sample records where available.
    4. If a product-related issue is confirmed, we will discuss an appropriate corrective solution based on the investigation and order circumstances.

       

    Contact Our Support Team →

  • Packaging methods are selected according to the product, container size and shipping method. Measures may include sealed inner closures, foil or secondary seals, protective cushioning, reinforced cartons, pallets or wooden crates for larger shipments.

        

    The final packaging method is selected to reduce movement, leakage and external damage during transportation.

  • Lead time depends on the product, stock availability, order quantity, packaging requirements and degree of customization.

        

    Standard products generally have shorter lead times than customized formulations or private-label orders. The confirmed production and shipment schedule will be provided before order confirmation.

  • Once the shipment is dispatched, tracking or shipment information will be provided where available based on the selected logistics method.

        

    For sea freight or larger shipments, our team can provide the relevant shipping documents and shipment updates.

  • Please compare the received quantity with the packing list and invoice as soon as possible after delivery. If you find a discrepancy, photograph the received goods and packaging and contact us with the order details for verification.

  • Yes. We can provide standard trade documents such as a Pro Forma Invoice. Certificates of Origin and other import/export documents can be arranged where applicable based on the shipment and destination requirements.

  • Due to the nature of chemical materials, returns are handled according to the product condition, reason for return and shipment circumstances.

       

    If you receive an incorrect product, damaged shipment or suspect a confirmed product quality issue, please contact us promptly with the order information and supporting evidence. We will review the case and provide an appropriate resolution.

  • Available payment methods and commercial terms depend on the order type, order value, destination and cooperation history.

        

    Payment arrangements will be confirmed in the quotation or Pro Forma Invoice before order placement. For first orders, samples, bulk orders or long-term cooperation, please contact our sales team for the applicable payment terms.

  • Trial-order options depend on the product, available packaging and stock status. For many standard products, we can discuss sample or smaller-volume orders to support initial evaluation before larger purchases.

       

    For customized formulations, private-label packaging or special specifications, minimum order requirements may be higher due to production and packaging setup.

       

    Tell us the product, required quantity and intended application so we can recommend a suitable starting order.

       

    Discuss Your Trial Order →

  • Yes. Our Application Guides cover material selection, application solutions, processing and troubleshooting, while our Video Center provides factory, product and application videos.

         

    You can use these resources to review common selection and processing questions before contacting our technical team.

  • Yes. We can provide product selection support, technical documentation and application guidance based on your manufacturing process and material requirements.

       

    Please tell us your application, processing conditions, performance targets and expected order requirements. Our team can recommend relevant products, technical documents or available application resources.

       

    You can also explore our Solutions pages for application-based material recommendations.

  • Visit our Insights & News section for company updates, industry information, product-related articles and technical insights.

  • For urgent technical issues related to an active order or production application, please contact our support team with the product model, batch number, process conditions and a description of the issue.

       

    For faster communication, you may call +86-13418798686 or submit your information through our Contact Us page.

  • Yes. We provide remote technical support for product selection, sample evaluation, processing questions and troubleshooting. The scope of support depends on the product, project stage and technical issue.

       

    The scope of support depends on the product and technical issue.

  • Long-term customers may work with a dedicated sales or account contact to support repeat orders, product coordination and ongoing technical communication.

       

    Support arrangements depend on the cooperation model and project requirements.

  • Yes. If you are testing one of our materials, you can send us your test conditions, photos, observations and key results for review.

       

    Useful information may include:

    • Product model and batch number
    • Mixing ratio
    • Application thickness or pour depth
    • Ambient temperature and humidity
    • Cure time
    • Substrate or casting material
    • Photos or videos of the test result

       

    Our technical team can help identify possible processing issues and suggest adjustments or alternative grades where appropriate.

  • Depending on the product and order requirements, batch-specific documentation such as a COA or relevant quality records may be available.

       

    The items included depend on the product specification and agreed quality-control requirements. If your company requires specific batch data or inspection documentation, please confirm the requirements before production.

       

    Request Batch Documentation →

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