Frequently Asked Questions
Orders & Pricing
1. Do you have a minimum order quantity?
For retail customers, there is no minimum — you can order any quantity. For wholesale accounts, the minimum monthly purchase volume is US$3,000, which can be met across multiple orders. This ensures we can provide the dedicated support and tiered pricing that wholesale partners expect.
2. How does tiered pricing work?
Your wholesale pricing tier is based on your trailing 3-month average monthly order volume. Higher volumes automatically unlock deeper discounts across all product categories. Your account manager reviews your tier with you quarterly to ensure you're getting the best possible rate.
3. How do I place an order?
Browse our catalog, add products to your cart, and check out. Wholesale customers see their discounted pricing automatically after logging in. For large orders, your account manager can assist with bulk quoting and logistics coordination.
4. What payment methods do you accept?
We accept wire transfer (T/T), Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay. All transactions are processed in USD. For established wholesale accounts, net payment terms are available subject to credit review.
5. Can I get a proforma invoice or quote for my procurement team?
Yes. Wholesale customers can request a proforma invoice or formal quote from their account manager. Itemized pricing, shipping estimates, and compliance documentation can all be included.
6. Do you offer samples before a bulk order?
Yes. We provide sample units for evaluation, particularly for new product lines or quality grades you haven't ordered before. Sample terms and shipping costs are discussed during your consultation. This is standard practice for new wholesale accounts.
Shipping & Delivery
1. Where do you ship from?
All orders are shipped from our fulfillment center in Hong Kong. As a global logistics hub, Hong Kong provides efficient, reliable shipping to all major markets — APAC, EMEA, and the Americas.
2. Which shipping carrier do you use?
We use 4PX registered direct shipping service for all orders. This is a dedicated direct-shipment solution — your order is dispatched straight from our Hong Kong warehouse to your destination, with full tracking throughout the process.For wholesale customers requiring FedEx/DHL/UPS shipping, please contact customer service to arrange it separately.
3. How long does delivery take?
Under normal circumstances, delivery takes 7-9 business days after dispatch. Each order undergoes a final quality inspection before shipping, which may add up to 1 business day to processing. Packages subject to customs inspection may experience an additional 1-2 business days.
4. How are shipping costs calculated?
Shipping costs are based on destination country and package weight (KG). You can use the shipping calculator on our website to estimate costs before placing an order. Unit shipping rates, registration fees, and carrier charges may be adjusted according to market conditions.
5. Can I track my order?
Yes. All shipments include full tracking. Once your order is dispatched, you will receive a tracking number via email. You can also check your order status anytime through the Order Tracking page on our website.
6. What should I do if my package arrives damaged?
If the outer packaging is visibly damaged on arrival, you may refuse the package and notify us immediately. Alternatively, accept the package, take clear photos of the damaged packaging before opening, and contact us. We will work with 4PX to resolve the issue and arrange a replacement or compensation.
7. Will I have to pay customs duties or import taxes?
Customs duties and import taxes vary by destination country and are the responsibility of the buyer. We recommend checking your local import regulations before placing an order. Our shipping team can provide HS codes and documentation to facilitate customs clearance if needed.
8. Can I change my shipping address after placing an order?
If the package has not yet been shipped, you may request an address change. Once shipped, changes can only be made if 4PX's system supports modifications for that shipment. To avoid delays, please ensure all shipping information is accurate and complete when placing your order.
Quality & Certification
1. What certifications does Motech hold?
Our parent company, Signal Technology Limited, holds four certifications simultaneously: R2v3, ISO 9001:2015, ISO 14001:2015, and ISO 45001:2018. All four are independently audited by Perry Johnson Registrars, valid through November 2028.
2. Why do the certifications matter to me as a buyer?
R2v3 ensures every part is sourced through a responsible, audited supply chain. ISO 9001 means consistent, repeatable quality processes. ISO 14001 supports CSR and ESG reporting. ISO 45001 verifies ethical workplace standards that satisfy corporate supplier codes of conduct.
3. How long has Motech been certified?
Our certifications have been maintained continuously since 2012 — 13 years, with zero lapses. Visit our Certifications page to see every certificate.
4. What are your 5 quality grades?
1) Genuine New — Direct from brand-authorized sources. 2) Reclaim A — R2-processed OEM, 100% spec match, 95%+ cosmetic, whole-process traceable. 3) Reclaim B — Same R2/ISO process, 100% spec match, 85-90% cosmetic. 4) Refurb — R2-processed OEM, professionally restored. 5) Aftermarket — Engineered to rival OEM quality.
5. How do you ensure quality before shipping?
Every order undergoes a final quality inspection before dispatch. Our QC process uses XRF analysis, 2D image measurement instruments, and X-ray verification to confirm OEM specification match.
6. Are your parts OEM or aftermarket?
We offer both. Genuine New, Reclaim A, Reclaim B, and Refurb grades are OEM parts sourced through R2-certified channels. Aftermarket grade is engineered to rival OEM quality under ISO-controlled processes.
Warranty & Returns
1. What is your warranty policy?
All Motech products are covered by our standard warranty against manufacturing defects. If a product fails due to a manufacturing defect, we make it right. Warranty period and terms vary by product category.
2. What is the Dead on Arrival (DOA) policy?
If you receive a product that is non-functional out of the box, it is considered DOA. Contact us within 7 days of receipt with a description of the issue. Once confirmed, we will arrange a replacement promptly.
3. How do I file a warranty claim or return?
Contact our customer service team at support@motechcorp.com with your order number, a description of the issue, and supporting photos or videos. Please do not return any items without prior authorization.
4. What is NOT covered by warranty?
The warranty does not cover damage caused during installation, physical damage after delivery, water damage, unauthorized modification or repair, and normal wear and tear. We strongly recommend testing all parts before final installation.
5. Can I cancel my order?
Orders can be canceled if the request is received before the order has been shipped. Once shipped, orders cannot be canceled. Approved cancellations are subject to a processing fee of 10% of the order value or US$2.50, whichever is greater.
6. How long does a return or warranty claim take to process?
Most claims are reviewed within 1-2 business days. Once approved, replacement shipments follow standard delivery timelines. Refunds, when applicable, are processed within 5-10 business days depending on the payment method.
Account & Partnership
1. How do I become a wholesale partner?
Visit our Wholesale Program page and fill out the application form. Your application is reviewed within 1 business day, and a dedicated account manager will reach out to complete verification and set up your account.
2. What are the benefits of a wholesale account?
Wholesale accounts receive tiered volume pricing, a dedicated account manager, priority fulfillment, pre-release access to new device parts, downloadable compliance documentation, custom kitting and private labeling options, and flexible payment terms for qualifying accounts.
3. Do you offer private labeling or custom packaging?
Yes, for qualifying wholesale accounts. Options include custom kitting, private labeling, and branded packaging. Minimum order quantities and one-time setup fees vary by product category.
4. Can I get technical support for installation or compatibility questions?
Yes. Wholesale partners have direct access to Motech's engineering team for compatibility guidance, installation specifications, and troubleshooting.
5. Do you work with repair chains and franchise operations?
Absolutely. Repair chains are one of our core customer segments. We provide consistent quality standards across all locations, centralized account management, and consolidated billing options.
6. How do I contact customer support?
Email: support@motechcorp.com | Phone: +852-66758476. For wholesale account holders, your dedicated account manager is your fastest route to support.
7. Where is Motech located?
Our office is at Unit P, 3/F, Kwun Tong Industrial Centre, 472-484 Kwun Tong Road, Kwun Tong, Hong Kong. We are part of Signal Technology Limited, which has operated in Hong Kong and Shenzhen since 2012.