About Soonda
1. Who are you?
We are Soonda Global Trading LLC, a US-based company headquartered in Wyoming. We specialize in providing high-quality laser engraving machines and accessories. Our office is located at 30 N Gould St Ste R, Sheridan, WY 82801, US.
2. What is your relationship with Ortur?
We are an officially authorized Ortur retailer, specializing in their full range of products. This ensures that our customers receive genuine, authentic products directly from an authorized source.
3. Are your products authentic?
Yes, all products we offer are genuine and officially authorized by Ortur. Additionally, we are actively seeking partnerships with other reputable brands to expand and diversify our product offerings.
4. How is your product after-sales service?
We uphold the same high standards of after-sales service as Ortur, providing prompt and effective support to ensure customer satisfaction and resolve any product-related issues.
About Shipping
1. Where do you ship from? How long does it take to process orders?
All our products are stored in US-based warehouses and shipped from within the United States. Orders are typically processed within 24 hours.
2. What shipping carriers do you use?
We ship via various carriers including UPS, USPS, UPS-MI, FedEx, and DHL, depending on availability.
3. How long will it take to receive my order?
Under normal circumstances, delivery takes between 3 to 10 business days. You can track your order status through >>Track Your Order<<.
4.Do you have home delivery service?
Currently, do not offer home delivery service.
About Warranty
1. How long is the warranty period? Can I extend the warranty period?
All products sold on our website come with a one-year technical warranty, covering issues that are not caused by human error. For any warranty-related inquiries or extension requests, please email us at ✉️service@soonda.us.
2. What is your return policy during the warranty period?
We offer a 30-day return policy, meaning you have 30 days from the date of receipt to request a return. To be eligible for a return, your item must be in the same condition as when you received it: unworn, unused, with tags, and in its original packaging. To initiate a return, please contact us at service@soonda.us and provide pictures of the product’s condition. If your return is approved, we will send you the return shipping address along with instructions on how and where to send the item. Please note that items sent back without prior authorization will not be accepted.
About Payment Methods
1.How many types of payment terms do you offer?
We offer a variety of payment methods, including the smooth and convenient Shopify Pay Moments (Apple Pay, Google Pay), credit cards, and installment payment options.
2.In addition to USD, can I pay in other currencies?
Our default currency is USD. Customers paying in other currencies will have their payments automatically converted according to the current exchange rate.
About Repair
1. How to replace broken components?
Due to the complexity of the damaged parts, we need to assess the specific damage. Please provide your order number and contact our after-sales service team at ✉️service@soonda.us for further assistance and to discuss replacement options.
2. What should I do if the engraving machine is damaged or has functional issues?
If you are experiencing technical issues with our machine, our 24/7 customer support team is available to quickly address the problem. Please email us at ✉️support@ortur3d.com, and a prompt response will be provided.
3. Where is your after-sales repair center?
We have after-sales repair centers in Western America. For any repair requests, please contact us at ✉️service@soonda.us.