FAQ

Buying guide

1.Could you tell me the procedure of buying?

1) You pay the 30% deposit to us
2) We prepare the machine for you after we receive your money.
3) We take photos/video for you when the machine is ready.
4) You pay the 70% balance to us after you see the photos and videos
5) We send out the machine to you by sea way to your sea port(or by DHL to your door directly according to your needs).
6) We send out all the documents to you to clean the customs and get the machine.
7) The shipping company will contact you when the machine arrives at your port.
You contact with shipping company and ask them to help you to clean customs. And then ask them to find a carrier to send the machine to your door.
8) Everything is done now.

2.How the sea way shipping goes?

Let’s say sending a machine to Hamburg port. Usually, the total delivery time to Hamburg is about 42 days by sea way.
1) The time to prepare the machine is about 7-10 days.
2) We send the machine to the shipping company and the machine will stay in the shipping company's warehouse for about one week. This is called LCL period.
3) the time from China port to Hamburg port is about 25 days.

3.How the air way shipping goes?

Usually, we will need about 7-10 days to prepare the order after receiving the payment. And if send by DHL air way, it will need about 7 days to reach you. So totally it will need about 14-17 days if you choose DHL air way to your door.

4.What’s DHL shipping procedure?

Since we use DHL Hong Kong.
Below is the detail shipping procedure:
1) We send the item to our shipping company first.
2) Then our shipping company will send it to Hong Kong.
3) Then DHL Hong Kong will pick up the item.
4) Then we will give you the tracking number.

5.Do you offer any warranty for the machine or laser?

yes,
Warranty:
1) The warranty of machine is 14 months
2) The warranty of the lens and laser tube is 6 months.
3) The warranty is dated from Ex-Factory Date.
4) During warranty, we will send the parts to you for repairing/replacing.
5) When the warranty is over, we will charge for replacing.
6) If there's any problem in future, we will give you tech support by sending email/telephone/Skype and we will send you tech documents to fix the problems.
7) The warranty is only valid for customers who buy machine in the year of 2015.

6.Do you service the machine or provide the user tech support so they can fix it with replacement parts?

during warranty, we send parts for replacement and provide tech support to you directly (by video, photo, telephone, mail support)

7.What is your vehicle better than machines from other manufacturers? What is the difference?

you can read the detail from our website: http://www.thunderlaser.com/about-us/why-thunderlaser.html

8.if my machine breaks down how long would it take to get parts for China, that is one thing I am really considering. Down time and waiting a month or two could hurt my business.

if there's any parts broken, just take a photo to us, usually we will send the replacement one to you within 1-2 business days by DHL, and it may cost about 4-7days to arrive at you. if it's the machine fault without knowing which part is broken, usually our tech person will take about 1-4 days to judge the fault exist, and then we will send a replacement part to you as soon as possible, then it may cost about 4-7days to arrive at you by DHL.

About machine and parts

1.Does machine comes ready to work?

The laser machine is ready to work, the exhaust fan and the air pump and the water pump are included. (But when you using a big power laser tube, it is suggested to buy a water chiller for cooling the laser tube) http://www.thunderlaser.com/video/how-to-use-your-laser-machine/108-how-to-setup-your-mini60-laser-system.html
http://www.thunderlaser.com/video/how-to-use-your-laser-machine/148-how-to-setup-your-mars-laser-system.html

2.How much time do I need to spend on learning how to run the laser machine?

As long as you know how to design jobs in graphic software, it just takes a few hours for you to become a master of laser machine. You just need to do some tests to know what speed and power is good for different materials. Since we’ve provided some of the parameter library, it will save you more time. You can watch the guiding videos from our website to learn how to use the machine in advance too. http://www.thunderlaser.com/video/detail-process-of-how-to-cutengrave-a-job.html http://www.thunderlaser.com/video/how-to-use-your-laser-machine.html
http://www.thunderlaser.com/video/how-to-use-laser-software.html

3.How to send a job to the machine?

Please watch this video directly to learn the detail http://www.thunderlaser.com/video/detail-process-of-how-to-cutengrave-a-job/190-detail-process-of-how-to-cut-acrylic.html

4.Do I need separate laser systems for engraving and cutting?

No, our laser machine can do both cutting and engraving very well.
You just need one machine for both kinds of jobs.

5.Does the machine wear after a while and start to engrave sloppy?

Yes, every machine will wear. However, you don't have to worry about that. The machine will be working normally at least 2-5 years. After that, you may need to change the parts. And all the parts can be replaced. We will charge at a fair price.

6.Can you explain what the differences are between the different watt laser tubes and how that impacts price and performance?

Bigger watt tube will cut thicker materials, however, bigger watt has bigger laser beam, therefore, for engraving, it's better to use small watt like 50watt or 60watt. For the price, please see pricelist.

7.Do you offer a higher power laser?

Yes, we have higher power 100watt/130watt/150watt for your choice.

8.I saw a video of your machine cutting cylindrical objects. What is the maximum diameter of the rotary capabilities?

The standard model is 10CM diameter, for the detail, please check our website: http://www.thunderlaser.com/products/laser-accessories/195-rotary-axis.html

About software

1.Do I have to record all the cutting/engraving parameters for different materials in a paper?

No need. We’ve added a parameter library in the software, once you find out what settings is best for a certain material; you can record it in the parameter library. Next time you cut the same material, you just need to read it from the list.

2.Does your laser run from a laptop or Desktop PC?

Both ok, as long as your operating system is window 2000 or XP or vista or win 7 or win 10.

3.How the air way shipping goes?

Our laser runs on window 2000/ XP/ vista/ wins 7 both 32bits and 64bits system. But it does not run on Mac OS.

4.What software is suggested to design my jobs?

CorelDraw and AutoCAD are suggested. You can design all your artworks in these two software and then send to the LaserGRAV software to set the parameters easily.

5.What files is the software compatible with?

JPG, PNG, BMP, PLT, DST, DXF, CDR, AI, DSB, GIF, MNG, TIF, TGA, PCX, JP2, JPC, PGX, RAS, PNM, SKA, RAW

6.Will it engrave from a jpeg image?

Yes.

7.Can I take a picture and engrave the image on an object without any hassles?

Yes, you can take a photo by using a camera and then load the photo to the software directly and engrave it.

8.Can i send a DXF file to you and then you cut for me?

Yes, we welcome you to send us a file and we will make a sample for you to have a look.

About material application

1.Can Thunder laser engrave on metal?

Yes and no. Our laser machines can engrave on anodized metal and painted metal directly. But it cannot engrave on bare metal directly. (This laser can only engrave on a few parts of bare metals directly by using the HR attachment at a very low speed) If you need to engrave on bare metal, we would suggest you to use thermark spray. www.thermark.com

2.What are the limitations of the laser... for instance, if we wanted to cut a sheet of acrylic (what is the maximum thickness we can cut through)?

Max cutting through for acrylic 50watt 12mm 60watt 15mm 80watt 20mm

3.Does your laser engrave 3D?

?Yes, our laser engraves 3D on the surface of the materials. It is something like relief. (You can watch our samples) http://www.thunderlaser.com/samples/category/21-3dengraving.html http://www.thunderlaser.com/video/demonstration/116-3d-laser-engraving.html

4.Can this cut metal? What thickness?

No, for cutting metal, you will need at least 200watt laser.
We only focus on cutting non-metals at present.
However, by using a thermark spray. Our laser can also engrave on metals.

5.Do you have any data (power, speed) with cutting acrylic glass?

Yes, please download from below link directly http://www.thunderlaser.com/technical-support/downloads/category/parameters.html

6.Can it cut POM?

Yes, 5mm POM is no problem. You can cut with 15mm/s by using an 80watt laser tube.

7.Which other materials can I cut with the laser?

For the workable materials, please learn the details from our website: http://www.thunderlaser.com/materials/more-materials.html

8.What material should never be put in a CO2 Laser Machine?

Please do not cut any material containing chlorine like PVC, Vinyl, etc. and other toxic material. when heated releases chlorine gas. This gas is toxic and poses a health risk as well as being very corrosive and harmful to your laser.