Before quotation
Clarify product families, dimensions, finish direction, destination-market questions and the information needed for comparison.
Explore product systems →
Buyer support
Product, order and after-sales support with traceable details
ArcQuay support starts by identifying the product, approved specification and context. Clear references help separate a selection question from a production, delivery, installation or product-performance issue.
Choose the route that matches the current decision
Sampling and approval
Record drawing revisions, sample observations, component choices, packaging artwork and the approval status of open items.
Review the sourcing process →Order coordination
Use the confirmed order reference for production-status, packing-data and shipment-document questions.
Contact order coordination →After-sales review
Provide product identification, quantities affected, installation context and evidence so the issue can be assessed against the agreed specification.
Start an after-sales review →How a support request is organised
- 01
Identify
Match the request to a model, quotation, order, carton label or other traceable reference.
- 02
Describe
Explain the question or issue, when it was found, how many units are involved and what outcome is being requested.
- 03
Document
Provide clear overall and close-up images, measurements, video or installation details where relevant.
- 04
Compare
Review the evidence against the approved sample, drawing, specification, packing instruction or agreed inspection point.
- 05
Record
Document the finding, agreed action, responsible party and any follow-up evidence needed to close the request.
Prepare the evidence
A complete first message reduces avoidable back-and-forth
Use the checklist for any support request. Additional information may be needed depending on whether the product is furniture, plumbing-related or electrical.
- Company, contact name and destination country
- Order, invoice, quotation, model or carton-label reference
- Total quantity received and quantity under review
- Date and stage at which the issue was identified
- Clear photographs with one overall view and useful close-ups
- Measurements or a short video where function or fit is involved
- Requested next step and any project deadline
Support outcomes depend on the facts of the order
Technical guidance is model-specific
Dimensions, installation notes, components and documents should be checked against the exact model rather than a similar-looking product.
Remedies require assessment
A replacement, repair, credit or other action is not assumed before the evidence, order terms and responsibility have been reviewed.
Local installation still matters
Site conditions and local electrical, plumbing or building requirements may affect the appropriate diagnosis and action.
Information review: This support guidance was reviewed in July 2026. Contract, warranty and order-specific terms take precedence where they apply.
Ready to send the evidence?
Email ArcQuay supportUse the order reference in the email subject line
Send support information to [email protected] or use WhatsApp at +86 132 1116 6581 for an initial message.