FAQ
13
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.
14
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.
15
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.
16
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.
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.
17
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.
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.
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Contact Us
+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
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