Frequently Asked Questions (FAQ)
Warranty & Parts
Q: How long is the warranty?
A: Every part is covered by a 12-month seller warranty provided by SHLY-PLC, from the invoice date. It is a seller-provided warranty, not a manufacturer warranty.
Q: How do I know a part will fit my machine?
A: We list parts by manufacturer part number and cross-reference. Every part is confirmed compatible by part number and is covered by the 12-month seller warranty provided by SHLY-PLC. SHLY-PLC is an independent supplier; brand names are referenced for fitment only. If a part does not match the ordered part number or fails under normal use, you are covered under the warranty or our 30-day DOA policy.
Q: What if the part I need is discontinued?
A: Many parts listed on SHLY-PLC are discontinued by their manufacturer. We source them from our own supply. If a part number is end-of-life, we may suggest a cross-referenced replacement or a direct substitute — the listing will show the alternative part number, and the 12-month seller warranty still applies.
Q: What is a cross-reference?
A: A cross-reference is an equivalent part number from another manufacturer that performs the same function. If you are unsure whether two part numbers are interchangeable, contact us with the part number printed on your machine and we will confirm fitment.
Shipping
Q: How much does shipping cost?
A: For US and Canada orders: $25 flat for orders ≤ $500; free shipping for orders > $500. Examples: $499.99 → $25; $500.00 → $25 (boundary included); $500.01 → free.
Q: How long does delivery take?
A: Standard 5–8 business days; Express 2–4 business days to US and Canada via our dedicated line. Express is selected at checkout.
Q: How long is processing time?
A: Orders are processed within 1–2 business days after payment confirmation.
Q: Do you ship to Alaska, Hawaii, or the Canadian territories?
A: Yes, but postal codes in Alaska, Hawaii, US territories, Yukon, NWT, and Nunavut are outside our dedicated-line coverage. A remote-area surcharge is quoted at checkout for those postal codes.
Q: Do you ship to PO boxes or freight forwarders?
A: No. We require a physical street address and do not ship to PO boxes or freight-forwarder addresses.
Returns & RMA
Q: How do I return an item?
A: Email nande@shly-plc.com or use our contact form with your order number. We issue an RMA number, provide a return label (for warranty/DOA claims), and ask you to mark the RMA number on the outside of the parcel in factory packaging.
Q: When will I receive my refund?
A: Approved refunds are issued to your original payment method within 5–10 business days of the item being received at our warehouse.
Q: What if the part arrives dead on arrival?
A: We offer a 30-day free replacement or refund for DOA items, with photo/video evidence.
Q: Does a shipping-fee dispute affect my warranty claim?
A: No. Warranty coverage takes priority over shipping-cost exceptions — warranty replacements are not denied because of shipping-fee disputes.
Contact
Email: nande@shly-plc.com · WhatsApp: +86 18017464056 · Website: www.shly-plc.com