Frequently Asked Questions

Frequently Asked Questions (FAQ)

General Questions

1. Are you a manufacturer or a trading company?

Suzhou Macxi Fluid Technology Co., Ltd. is a manufacturer specializing in industrial pumps and customized fluid handling solutions.

Our products include magnetic gear pumps, precision plunger pumps, pump head and motor assemblies, and related control systems. Our manufacturing facilities are located in China.

2. Which countries and regions do you serve?

MACXI serves business customers in the United States, Southeast Asia, Europe, and other international markets, subject to applicable export and import requirements and shipping availability.

Please contact our team to confirm delivery arrangements for your destination.

3. How do I place an order?

To get started, you can:

  • Submit an inquiry through our website.
  • Contact us by email.
  • Discuss your application and project requirements with our sales team.

Please provide the product model, if known, and relevant operating conditions. After reviewing your requirements, we can discuss a suitable configuration and prepare a quotation.

An order becomes binding when accepted and confirmed in accordance with the applicable order documents or sales agreement.

Products and Custom Solutions

4. Can I order a pump with customized specifications?

Yes. MACXI offers customized pump configurations and fluid handling solutions based on your application requirements, technical drawings, specifications, and operating conditions.

Customization options may include pump materials, sealing components, motor configurations, connections, and other product characteristics, subject to technical feasibility.

Please provide your requirements for evaluation before production begins.

5. What materials are available?

Depending on the pump model and application, material options may include:

  • 316L stainless steel.
  • Hastelloy.
  • Titanium.
  • Engineering plastics and other suitable materials.

The availability of specific materials depends on the product design and configuration.

We recommend confirming chemical compatibility between the liquid, pump body, gears, seals, and other wetted components before placing an order.

6. Are your pumps suitable for aggressive or corrosive liquids?

MACXI offers pump configurations designed for certain chemically aggressive, corrosive, and viscous liquids.

Suitability depends on the liquid's chemical composition, concentration, viscosity, operating temperature, pressure, and the compatibility of the selected materials and seals.

Please provide the relevant operating conditions so our team can evaluate a suitable configuration. Compatibility should be confirmed for the specific application rather than assumed for all chemicals.

Payment and Production

7. When does production begin?

For made-to-order products, production generally begins after:

  • The order has been confirmed.
  • The relevant technical specifications and configuration have been agreed upon.
  • The agreed payment requirements have been satisfied.

The specific production start conditions will be stated in the applicable quotation or sales agreement.

8. Can I cancel an order after payment?

Please contact MACXI as soon as possible if you need to cancel or modify an order.

Cancellation depends on the order status, product configuration, production progress, and applicable sales agreement.

For customized or made-to-order products, cancellation may be restricted once materials have been procured or production has started. Any cancellation charges or deductions will be determined according to the agreed terms, actual circumstances, and applicable law.

Nothing in this policy removes cancellation or refund rights that cannot lawfully be excluded.

Shipping and Delivery

9. Which shipping methods do you offer?

Depending on the shipment size, destination, delivery schedule, and cost, available shipping methods may include:

  • International courier services such as DHL, FedEx, and UPS.
  • Air freight.
  • Sea freight, including LCL and FCL shipments.
  • Rail freight, where available and appropriate.
  • Other transportation methods agreed upon by the parties.

The shipping method and applicable costs will be confirmed for each order.

10. Who pays customs duties and import taxes?

Unless otherwise agreed in writing or required by applicable law, the Buyer is generally responsible for import duties, VAT, sales taxes, customs clearance fees, and other destination charges allocated to the Buyer under the agreed delivery terms.

The allocation of customs and delivery responsibilities depends on the sales agreement and any applicable Incoterms® rule.

Please confirm the relevant arrangements before placing an order.

11. How long does production and delivery take?

As a general reference, the estimated production or preparation periods may be:

  • Standard products: Approximately 3–10 business days, where the required products and components are available.
  • Customized or made-to-order products: Approximately 10–45 business days, depending on the specifications and production schedule.

These periods are estimates and do not necessarily include international transit, customs clearance, or final delivery.

Actual timing depends on product availability, customization requirements, transportation arrangements, customs procedures, and other relevant circumstances. The estimated schedule for your order will be confirmed during the quotation or order process.

Returns and Warranty

12. Can I return a product?

Return requests must be discussed with MACXI in advance.

Please email sales@szmacxi.com or bruce.tang@macxi-fluid.com with your order number, product model, and reason for the request.

Do not ship a product back until MACXI has reviewed your request and provided written return authorization and instructions.

All returns are subject to the applicable sales agreement and mandatory legal requirements.

13. Can I return a product without giving a reason?

For eligible standard, non-customized products, MACXI generally accepts voluntary return requests submitted within 7 calendar days of delivery, subject to the applicable return conditions and mandatory legal requirements.

The product must generally:

  • Be unused and not installed or operated.
  • Remain in its original condition.
  • Include its original packaging, components, and accessories.
  • Show no signs of damage, modification, or misuse.

Prior written authorization from MACXI is required before shipping the product back.

This voluntary return policy does not limit any mandatory rights available under applicable law.

14. Which products may not qualify for voluntary returns?

Voluntary returns for reasons unrelated to defects or non-conformity may not be accepted for:

  • Customized or made-to-order products.
  • Products manufactured according to the Buyer's drawings or technical specifications.
  • Products with unique configurations or characteristics intended for a specific application.

These restrictions are subject to the applicable sales agreement and mandatory legal requirements. Customized products may still qualify for repair, replacement, refund, or other remedies where required by law or the relevant agreement.

15. Who pays the return shipping costs?

Return shipping costs depend on the reason for the return, the applicable sales agreement, and mandatory legal requirements.

  • Eligible voluntary returns: The Buyer generally pays return shipping costs unless otherwise agreed or required by law.
  • Defective or non-conforming products: Where MACXI is responsible for the issue, MACXI will generally arrange or bear reasonable return shipping costs, subject to the applicable agreement and law.
  • Other circumstances: Shipping costs will be allocated according to the circumstances and the agreed terms.

Please contact us before arranging return transportation.

16. What should I do if my shipment arrives damaged?

Please inspect the packaging and products as soon as reasonably practicable after delivery.

If you discover damage, missing items, or other delivery discrepancies:

  • Take photographs or videos of the packaging and affected products.
  • Record visible damage or shortages on the carrier's delivery documents, where possible.
  • Retain the packaging and shipping records.
  • Contact MACXI promptly at sales@szmacxi.com or bruce.tang@macxi-fluid.com.
  • Include your order number, product model, a description of the issue, and supporting evidence.

You may also need to notify the carrier in accordance with its claim procedures.

Prompt reporting helps us investigate the issue, but reporting periods do not automatically eliminate any rights or remedies available under the sales agreement or mandatory law.

Technical Support

17. Do you provide technical assistance?

Yes. MACXI provides technical communication and product selection support for industrial pump applications.

Depending on the project, assistance may include:

  • Evaluating pump selection requirements.
  • Reviewing operating parameters and material compatibility.
  • Discussing pump head and motor configurations.
  • Coordinating customized product specifications.
  • Providing reasonable technical support after delivery.

To help us evaluate your application, please provide the liquid type, viscosity, operating temperature, required flow rate, target outlet pressure, and other relevant operating conditions.

18. Can I obtain technical documentation for your products?

Yes. Depending on the product and order requirements, technical information may be available upon request, including:

  • Product specifications.
  • Dimensional drawings.
  • Relevant inspection or test reports.
  • Material information for applicable components.
  • Pump and motor configuration details.

The availability and scope of documentation depend on the product, the agreed requirements, and the records available for the relevant configuration.

Please contact our team if you require specific documents for a project, equipment integration, or technical evaluation.

Contact Us

If you have additional questions about our products, technical requirements, quotations, delivery arrangements, or business cooperation, please contact us.

Suzhou Macxi Fluid Technology Co., Ltd.

For technical inquiries, please include your company name, country or region, product model (if known), liquid type, viscosity, operating temperature, required flow rate, and target outlet pressure.

We look forward to helping you evaluate a suitable pump solution for your application.

Last Updated: October 20, 2026