FAQ

Frequently Asked Questions

1. Company Profile & Qualification

Q1: What is your company name and background?

A: Our company full name is Tianhui Xuke Construction Machinery Co., Ltd., brand name TIHparts. Established in Guangzhou in 2006, we are the official authorized provincial dealer of XCMG Group. We provide integrated services including machinery sales, spare parts supply, equipment maintenance, remanufacturing, rental and technical training.

Q2: What export qualifications do you have?

A: We have complete business license and customs export filing documents. We support formal customs clearance and can provide all certification materials for your import declaration. We have won AAA credit rating, Guangdong trustworthy enterprise and XCMG Excellent Distributor honors. Our products export to more than 20 countries globally.

Q3: What spare parts do you supply?

A: We provide OEM genuine and aftermarket replacement parts for XCMG wheel loaders, aerial work platforms, road rollers and Sinotruk heavy trucks, covering hydraulic valves, filters, engine parts, seals and other repair accessories.

2. Order & Quotation Process (No Online Checkout)

Q1: Can I add goods to cart and pay directly on your website?

A: Online checkout and instant payment are not supported. All orders follow offline quotation workflow:
  1. Send us part numbers, machine model, quantity and receiving country via Email or WhatsApp.
  2. We confirm stock and send an official quotation with total cost and freight.
  3. If you confirm the price, we sign a formal bilateral sales contract.
  4. Complete payment according to contract terms, then we arrange goods preparation and delivery.

Q2: How long will you reply to my inquiry?

A: We reply all business inquiries within 24 working hours (GMT+8, Monday-Saturday).

3. Payment Terms

Q1: What is your fixed payment term?

A: We adopt unified international payment rules:
  1. After signing the contract, pay 30% of total amount as deposit to lock inventory.
  2. The remaining 70% balance must be fully paid before goods are loaded on the ship. We will send loading photos and videos for confirmation before you pay the balance.
  3. Our regular payment method is T/T bank wire transfer. Long-term clients can negotiate other payment methods separately.

Q2: Why do you require full balance before shipment?

A: This rule avoids cross-border risks for both parties. The deposit ensures we reserve your goods exclusively. Pre-shipment balance prevents goods detention and extra port fees caused by delayed payment.

4. Stock, Lead Time & Global Shipping

Q1: How long is the delivery cycle after deposit?

A: Regular in-stock parts will be shipped within 1–3 working days after receiving the deposit. Out-of-stock customized items need 7–15 working days for production. We update production progress regularly.

Q2: Which countries can you ship to?

A: We offer worldwide international shipping by sea and air, covering USA, Germany, Uzbekistan, Southeast Asia, Africa, South America and other regions.

Q3: Can you calculate freight in advance?

A: Yes. We calculate accurate freight based on cargo weight, volume and destination address, and list all charges clearly on the quotation sheet.

5. OEM Original vs Aftermarket Parts

Q1: What is the difference between OEM and aftermarket parts?

A: OEM parts are factory-original with strict precision, suitable for heavy-duty long-hour working. Aftermarket parts are cost-effective with fully matched installation size, ideal for daily regular maintenance to control costs.

Q2: How to confirm the part fits my machine?

A: The most accurate way is offering the original part number. If you do not have part numbers, send the machine model plus clear photos of your old damaged parts. Our technical team checks compatibility for free.

6. Warranty & After-sales Service

Q1: What is your warranty policy?

A:
  • Hydraulic components such as hydraulic valves: 6–12 months warranty
  • Consumables including filters, rubber seals: 3 months warranty

    Warranty only covers factory defects under correct installation and proper oil maintenance.

Q2: What damage is not covered by warranty?

A: Damage caused by wrong installation, contaminated hydraulic/engine oil, impact, improper operation and human error cannot be covered by warranty.

Q3: What if parts are damaged in transit?

A: Please take complete photos and videos of packages and broken parts within 24 hours after receiving goods. Contact us right away, we will solve the problem via reissue, discount or compensation.

7. Contact Information

Business Email: bossenzhong@gmail.com

WhatsApp: +852 84804225

Working Time: GMT+8 Monday to Saturday