FAQ | ICESTA Ice System

17 Years Professional Manufacturer, Supplier of Excellent Turnkey Ice&Cooling Solution.

FAQ

Safety, ESG, Sustainability

Does Icesta' s ice machines meet safety requirements for the Industry?

Yes. ICESTA ice machines comply with industry-specific safety standards, including CE, ISO9001, PED, ASME and HACCP food safety certifications.

What environmental standards does Icesta follow (e.g., REACH/RoHS)?

ICESTA strictly follows REACH, RoHS and other international environmental standards, and can provide third-party testing and verification.

Does Icesta provide eco-friendly materials or low-VOC options for its ice machines?

Yes. Food-contact parts use 304/316L stainless steel. We also provide low-VOC insulation and eco-friendly components to reduce environmental impact.

Is Icesta packaging recyclable or reduced-plastic available?

Yes. We use recyclable packaging materials and provide low-plastic packaging options upon request.

Can Icesta provide sustainability statements or audit support?

Yes. We can provide sustainability statements and support third-party ESG audits.

Maintenance & Troubleshooting

What is the recommended maintenance interval for Icesta ice machines?

Recommended: Clean and sanitize every 3–4 months (more frequently for hard water or heavy use)
Minimum requirement: Clean and sanitize at least every 6 months

What are common issues with Icesta products and how to troubleshoot them?

Basic troubleshooting steps:

Power restart: Turn off the machine, unplug for 2 minutes, then restart
Check basics: Power supply, water flow, ventilation and ambient temperature
Routine cleaning: Clean air vents, condenser and water system
Check manual: Refer to the troubleshooting section of the user manual
Contact support: For electrical or refrigerant issues, stop using and contact our service team

What consumables/spare parts are required for Icesta products and how to order them?

Main consumables: water filters, cleaning agents
Common spare parts: water valves, water pumps, sensors
Please provide your machine model to order genuine parts through our official channel.

How can users reduce downtime and extend the life of Icesta products?

The best way is to carry out regular preventive maintenance: scheduled cleaning, filter replacement, and timely inspection. Proper maintenance can extend the machine' s service life to over 20 years.

Installation, Commissioning, Training

Does Icesta provide installation/commissioning guidance for its ice machines?

For small ice machines, we recommend installation by a technician with refrigeration knowledge. Machines are pre-tested before shipment, only requiring water and power connection for simple commissioning.

Free remote installation guidance (video/phone/manual)
Paid on-site installation: USD 200 per person per day
Installation period: about 1 week (customer covers flight, visa, accommodation and transportation for engineers)

Is remote technical support available for Icesta products (video/manual)?

Yes. We provide full remote technical support with detailed operation videos and user manuals.

Can Icesta provide on-site service? Where and at what cost?

Yes. Paid on-site service is available worldwide at USD 200 per person per day. Installation takes about 1 week, with customer covering engineer' s travel and accommodation expenses.

Does Icesta provide operation manuals and maintenance schedules for its products?

Yes. We provide complete user manuals, installation guides and regular maintenance checklists.

Does Icesta offer customer training for operators/engineers?

Yes. We provide professional operation and maintenance training after installation and commissioning.

After-Sales, Warranty, Returns

1. What warranty does Icesta provide for industrial ice machines?

ICESTA provides a 12-month warranty starting from the bill of lading date. Free parts and services are provided for non-human-caused equipment failures.

2. What is covered and what is excluded under Icesta' s warranty?

We provide 7×24-hour remote technical support. We guarantee a response within 24 hours after receiving your written problem description and supporting pictures/videos.

3. What is the after-sales support process if there is an issue with Icesta products?

ICESTA provides complete technical support and operation training after equipment installation and commissioning.

4. Can Icesta provide spare parts and how long are they available?

Yes. We supply full-range spare parts:

Free spare parts for quality-related failures within the warranty period
Paid spare parts for out-of-warranty maintenance
For international brand standard parts, we provide exact models for local procurement

5. What is Icesta' s return/replacement policy for defective items?

All machines are fully tested and debugged before shipment. If you receive a defective unit, we will first provide remote diagnosis and repair solutions. If repair is not feasible, we will arrange a replacement unit immediately.

Payment Terms

What payment terms does Icesta accept (T/T, L/C, etc.)?

We accept T/T and sight L/C payment methods.

What is the deposit ratio and payment schedule for Icesta products?

40% advance deposit, balance paid before shipment.

Does Icesta accept payments in {Currency}?

Yes. We accept major international currencies for payment.

Are there fees for international bank transfers to Icesta?

Yes. International bank transfer fees are borne by the payer.

Can Icesta support credit terms for repeat customers?

No. We do not provide credit payment terms for the time being.

Shipping, Incoterms, Export

Which shipping methods does Icesta support (air/sea/express/rail)?

Sea freight is the most common shipping method. We also support rail, air and international express upon request.

Which ports do Icesta ship from and what are the typical transit times?

We mainly ship from Shenzhen or Guangzhou ports. Standard transit time is about 30 days, varying by destination port.

Can Icesta support CIF/CFR/DDP shipping terms?

Yes. ICESTA accepts CIF, CFR, DDP and other shipping terms.

What export documents can Icesta provide (invoice/packing list/BL/CO)?

We provide full export documents including commercial invoice, packing list, bill of lading, certificate of origin, etc.

Can Icesta help with HS code and customs clearance guidance?

Yes. We provide professional HS code confirmation and customs clearance guidance.

Lead Time & Capacity

What is the typical lead time for Icesta samples and mass production?

Standard lead time for mass production is about 45 days, depending on product model and production schedule.

What is Icesta' s monthly production capacity for industrial ice machines?

Our peak monthly production capacity is about 100 units, varying by product model and order quantity.

Does Icesta offer expedited production for urgent orders?

Yes. We provide accelerated production services for urgent orders.

How do you handle peak season lead times for Icesta products?

We optimize production efficiency, arrange extra shifts and expand production capacity to ensure on-time delivery during peak seasons.

Can Icesta reserve capacity for long-term or large-volume customers?

Yes. We can reserve production capacity for long-term and bulk clients.

What is Icesta’s lead time for custom orders?

Lead time for customized orders is about 30 days, adjusted based on product and customization details.

Pricing & Quotation

What information is required to get a quotation for Icesta products?

To provide an accurate quote, please provide:

Required ice type (flake, tube, block, etc.)
Daily ice production capacity (1 ton, 5 tons, etc.)
Working environment, power supply and other special demands

How long is the Icesta quotation valid?

Quotations are valid for 30 days. Special customized products may have different validity periods.

What factors affect pricing for Icesta ice machines (material/quantity/finish/tolerance)?

Price is determined by actual capacity, special voltage, ambient temperature, material and configuration requirements.

Do you offer volume discounts or annual pricing contracts for Icesta products?

Yes. Volume discounts and annual price contracts can be negotiated based on your actual demand.

Can Icesta quote under EXW/FOB/CIF/DDP terms?

Yes. ICESTA supports EXW, FOB, CIF, DDP and other trade terms, which can be negotiated according to your needs.

Do you offer special pricing for bulk orders of Icesta ice machines?

Yes. We provide exclusive discount policies for large bulk orders.

MOQ & Order Quantity

What is the MOQ for Icesta ice machines/models?

The MOQ for all ICESTA ice machines is 1 unit.

Does MOQ change for custom specifications of Icesta products?

No. The MOQ remains 1 unit for customized products.

Can I place a trial order below the MOQ for Icesta products?

Yes. We support trial orders, and the trial order price is the same as the unit price.

Can Icesta support mixed models/colors/sizes in one order?

Yes. ICESTA accepts mixed orders with different models, colors and sizes.

What is the typical reorder quantity and pricing tier for Icesta products?

There is no minimum reorder quantity. We offer volume-based discount pricing.

Is there any flexibility on MOQ for long-term Icesta customers?

Yes. We provide flexible MOQ support for long-term cooperative clients.

Samples & Prototyping

Can Icesta provide samples of industrial ice machines?

Yes. ICESTA can provide finished machine samples for customer testing and verification.

Are Icesta samples free or paid? What is the sample cost policy?

Samples are not free. The sample price is the same as the unit price of standard products.

What is the sample lead time for Icesta products?

Sample lead time varies by model, ranging from about 2 weeks to 3 months.

How are samples of Icesta products shipped and who pays the freight?

Large machine samples are mainly shipped by sea. Shipping terms (EXW/FOB) can be negotiated, and freight costs are borne by the customer.

Can the sample cost be deducted from the mass order of Icesta ice machines?

No, sample fees cannot be deducted from bulk orders.

Is there a limit on the number of samples I can request from Icesta?

There is no limit on the sample quantity.

Testing & Validation

What tests can Icesta perform for industrial ice machines (e.g., load/aging/corrosion)?

ICESTA can conduct environmental tests (extreme temperature, humidity, vibration simulation), performance tests (ice output, energy consumption), durability tests (abrasion, corrosion, mechanical stress) and quality verification to meet industrial standards.

Do you provide material certificates and lab test reports for Icesta products?

Yes. We can provide material certificates and laboratory test reports upon request, including stainless steel certificates, component documents and third-party lab reports.

Can Icesta test to {Standard} (ASTM/ISO/EN)?

Yes. ICESTA can conduct product testing and verification according to ASTM, ISO, EN and other international standards, either in-house or via qualified third-party laboratories. We will confirm the test plan and acceptance criteria before testing.

What is the sample requirement for validation testing of Icesta products?

Testing can be completed with finished machine samples. We will confirm sample details and test scope with you in advance.

How long does testing take and what does the report include?

Testing duration ranges from 1 day to 1 week, depending on machine model and test items. The test report includes test items, parameters, results and conclusion.

Do you conduct any environmental or noise testing for Icesta ice machines?

Yes. We perform environmental protection and noise testing for all industrial ice machines.

Quality Assurance & Inspection

What is Icesta' s quality control process (IQC/IPQC/OQC)?

IQC: All raw materials and components are strictly tested before entering the factory
IPQC: Our QC team carries out full-process inspection during production
OQC: 100% full-unit testing and debugging before shipment

What inspection standards do you follow (AQL level)?

ICESTA can implement inspection sampling plans agreed with customers. We support common standards such as ANSI/ASQ Z1.4, and can provide inspection checklists and confirmed AQL levels before shipment.

Do you provide traceability for each batch (e.g., serial number)?

Yes. Each machine is equipped with a nameplate with a unique serial number. With our ERP management system, we can provide full production and quality traceability for every unit.

Can customers request third-party inspection of Icesta products before shipment?

Yes. We fully accept third-party inspection arranged by customers before delivery.

How do you handle defective or damaged Icesta products?

We provide multiple after-sales solutions: on-site maintenance by our technicians, remote guidance via phone/video call to solve problems quickly.

What are Icesta' s quality assurance guarantees for industrial ice machines?

We provide a 1-year warranty and lifetime after-sales service for all industrial ice machines.

Does Icesta offer product lifecycle analysis or failure predictions?

Currently, we do not provide product lifecycle analysis or failure prediction services.

Four Major Brands

ICESTA engineers reliable and efficient industrial ice-making and cooling solutions for diverse global sectors. Our comprehensive product range, from flake ice machines to automated delivery systems, powers operations in food processing, hospitality, healthcare, and beyond with precision and innovation.

Quick Links

Product

+86 755 2991 4211 - 803 (Tel.)

+86 755 29914210 (Fax)

+86 17665486066 (Cel)

Whatsapp: +86 17665486066

Wechat: +86 17665486066

EMAIL: laurene.luo@icesta.com

SKYPE: icesta-laurene

Add: Yangchong Industry Zone, Shapu Songgang,Baoan District.Shenzhen.China