Purchasing and company

Commonly asked questions about ordering and our company policies are listed below. If you don't see what you're looking for, please contact us.

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Frequently Asked Questions

  • Where is MeltTools located?
    Our facility is located in Portage, Michigan, USA.
  • What are MeltTools' hours of operation?
    We operate from Monday through Friday, 9 AM to 5 PM Eastern Time (EST).
  • Do you cater to international orders?
    Yes, we do. A large percentage of our sales are made directly to end-users and OEMs around the world. We also have distributors in a number of countries.
  • Do you support bulk orders or enterprise contracts?
    Absolutely. We offer special discounts and branding for bulk orders or enterprise-level deployments. Contact our sales team for more details.
  • How can I reach customer support?
    Connect with our support team at support@melttools.com, +1 (269) 978-0968, or via the contact form on our site.
  • Can I request a system consultation?
    Absolutely. Just fill out our consultation form, and we will respond with one or two quotes tailored to your requirements.
  • Do you accommodate custom requirements?
    Customization is our specialty. Our shop is designed for low-volume, high variation production, and we have low MOQs at standard system prices. Contact us to discuss.
  • Are demo systems available?
    In certain scenarios, we provide demo systems. Contact us to discuss.
  • How long is the delivery time?
    In-stock spare parts and consumables ship immediately. A typical camera system ships within 1-2 weeks, while a specialized system may take up to 8 weeks for manufacture. If you require an urgent delivery, please contact us.
  • What is your return policy?
    As our products are tailored to B2B and often custom-made, any returns require our written approval. Defective goods can be returned for a full refund or replacement. Other returns are subject to approval and a restocking charge.
  • What is covered under the MeltTools warranty?
    Our industrial cameras and controllers come with a 2-year warranty from the date of sale. Other products are backed by a 1-year standard warranty. This covers manufacturing defects but excludes wear-and-tear or transportation costs related to warranty services.
  • How are your products quality assured?
    Each system we produce is subjected to thorough testing for functionality prior to shipment. Every system ships with a quality control report. Our commitment to quality assurance is unwavering.
  • How does MeltTools approach product life cycle management?
    Our commitment is to long-term availability. Our first-generation products like the MeltView DART are still available for replacement within existing installations. Each camera design remains purchasable for a minimum of seven years post-launch, and we service and support every camera design for the lifetime of the product.
  • How can I keep tabs on my order?
    You will receive an order confirmation following our receipt or your PO or online order placement, which will indicate the expected ship date. You may contact us for order updates at any time. We will email the tracking number to the email that you designate when your order ships.
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