FAQ

What products or services do you offer?

Suntree Electric is a seasoned manufacturer with a strong foothold in the industry. Specializing in a wide range of electrical systems, our expertise spans across PV systems, energy storage systems, IoT systems, and EV charging systems, among others.

How do your products/services work?

Our electrical components and boxes are designed to offer one-stop solutions for diverse electrical systems and guarantee the safety. The functionality varies based on the product type, but generally, they can generate the current and cut off the circuit once fault are detected. For detailed instructions on how to use each product or service, refer to the data sheet, specification, wiring diagram and instruction book provided with your purchase.

What are the key features and benefits?

Our products boast a range of key features that set them apart:

1.User friendly interface

2.Well designed construction for installation and replacement

3.Superior Material for fire-retardant, water-proof, corrosion-resistant, and distortion-free

4.Multi-specification and multi-model to meet all customer needs

5.High efficiency and cost-effectiveness

For a comprehensive overview, explore our [Products/Services] page.

Do you have all the documents, certificates, and test reports required by the local market?

A:  Suntree sell EV charger all the world .Our products meet international standard including but not limited to CE, UKCA certifications and IEC test is under pending now. They are completely safe for customers to use.

Do you have complete certification system in our market?

Suntree have a strong certification system but we do not have every single certificates for every products.So the appropriate way is that you can ask our service staff about the certificates of the product you are interested in.

What’s the operating temperature of your products?

Most of the electrical components can be operating at -30℃ to 70℃.

What’s the storage temperature of your products?

Most of the electrical components can be stored at -40℃ to 85℃.

Are these EV chargers both for indoor and outdoor use?

No. As for the electrical components, the ingress protection is IP20 which not water-proof and cannot be used outdoor directly. However, it can be used outdoor with in the IP65 boxes which is water-proof and dust-proof.

How long is the warranty ?

All our EV chargers support 18-month warranty . And the warranty is only valid if the product is used and installed correctly , any damage caused by incorrect installation, incorrect use or use in extremely hazardous environments will not cover. If the product is tampered with in any way by the customer, such as disassembling the product for repair, modification, etc., then the warranty is no longer applicable . Don’t worry, products that are more than 18-months old will also be properly handled on a case-by-case basis.

Do you have all the documents, certificates, and test reports required by the local market?

Suntree sell EV charger all the world .Our products meet international standard including but not limited to CE, UKCA certifications and IEC test is under pending now. They are completely safe for customers to use.

What is the MOQ?

MOQ 10pcs. But sample is available to purchase for testing .

Is it possible to purchase spare parts only ?

Some of the spare parts is available to sell, such as charging cable , pedestal ,please confirm with our sales staff for details .

What is the MOQ for customization?

Customization is welcome . The MOQ is based on your special requirement, please contact with our sales staff for details.

What should i need to provide if i need customization?

If you want to put your logo on the device , please send your vector diagram of the LOGO and the relevant location indication, also we need your logo authorization to us.

If you need to replace the packaging and instructions, please send relevant design documents or entrust us to design . Please contact with our sales staff for details.

Are these EV chargers both for indoor and outdoor use?

Yes, our EV chargers Gun with IP67, and the charger device with IP55, it can using normal both indoor and outdoor.

Does your EV chargers with LVD(Low Voltage Directive) and EMC(Electromagnetic Compatibility) test

Both LVD and EMC is are included in our CE test

How many RFID card for each EV charger?

We provide 2 cards. If both cards are lost, we will have a follow-up card replacement mechanism, but this service is charged.

IP55 are you sure is enough for the charger using outdoor ?

Yes. In IP55, the first 5 means dust proof, level 5 means a small amount dust may enter the device, but it will not affect the normal operation of the electric charging . the second 5 means the device can prevent large waves or water from jets from any side entering the EV charging. It means IP55 is totally enough to use in outdoor .

Whats the operating temperature of your electric charging?

-30℃ to 55℃

The EV charging can use in heavy snow ?

Yes,can. Its safe to using low to -30℃

Does your EV charging can both for wall amount using and floor mounted?

Yes, can . We also provide Pile if you need.

What kind of cars can these chargers using?

Our EV Chargers can using in 99% cars. Just match the output power and the current. And the bigger current can charge for smaller current vehicles.

Does your charging cable IP65

yes, its is.

Whats the length of the charging cable?

The standard one is 5M, if you need other length is optional,such as 3m,6m, 7m, 10m

The LCD screen can show our language ?

The normal LCD screen shows English, if show your language is available ,with MOQ:50pcs

The APP with our language or not?

Yes, you can find TUYA app in mobile with your language

Is the LCD touch screen?

No, it is not a touch screen.

Can we choose the charging current ?

Yes, user can adjust charging current by App.

How long is the warranty ?

All our EV chargers support 24-month warranty . And the warranty is only valid if the product is used and installed correctly , any damage caused by incorrect installation, incorrect use or use in extremely hazardous environments will not cover. If the product is tampered with in any way by the customer, such as disassembling the product for repair, modification, etc., then the warranty is no longer applicable . Don’t worry, products that are more than 24months old will also be properly handled on a case-by-case basis.

How difficult is the wall-box installation ? Can users install the device by themselves after purchasing ?

Suntree’s EV CHARGER are very easy to install,and we have installation instructions help you to understand . But we do not suggest the users install device by themself for safety .

Whats your RCD, Type A or type B?

We provide Type A and Type A+6mA DC for optional . Type A+6mA DC equal to type B

How long does it take to fully charge a vehicle?

A:To charge a car, the bigger power of the EV charger station you use will faster. (But need Regardless of the current limit of the on-board charger,usually 7-8hous is enough for a normal AC 7KW Wall box one).

How can I place an order?

As for the safety and better service, all orders need to be confirmed by our customer support and technical support staff. You can leave your contact information on the website or contact us directly by the [Contact Information]. And after checked the technical requirements, the sales will help you to place the orders and following things.

What payment methods do you accept?

Commonly we accept inter-bank transfer for the USD and international RMB. As for the Alibaba, we accept currencies including USD, AUD, CAD, SGD, EUR, GBP, HKD, JPY, CNY.

Is my payment information secure?

Of course. All payment will be private, formal, legal and recorded by banks.  

Can I just pay the deposit and then pay when I receive the goods?

Sorry but all the payment should be received before the goods delivery.

How long will be the lead time ?

Lead time is based on the quantity you need, the procurement and production schedule. Usually for normal orders, the Lead time will be approximately 21 to 28 days.

What are your shipping options?

We provide several shipping options, including ships, air parcel, rail freight, trucking and so on.  You can choose your preferred method according to time, safety and cost.

How can I track my order?

The support team will inform you when the status of orders changed. And when delivering, you can check the real-time status by waybills.

I'm having technical issues with your website. What should I do?

We apologize for any inconvenience you're experiencing. To troubleshoot technical issues with our website, please follow these steps:

Are there any system requirements for using your products/services?

Yes, to ensure optimal performance of our products/services, please review the specified system requirements outlined in the [Products] page. Meeting these requirements will help you make the most of our offerings and minimize any potential compatibility issues.

● Clear your browser cache and cookies.

● Ensure your internet connection is stable.

● Try accessing the website from a different browser or device.

● For immediate assistance, you can also contact our technical support team at [Contact Us].

How do I contact technical support?

Contacting our technical support team is straightforward. You can reach us via email at [Contact us] for non-urgent inquiries, and we'll get back to you as soon as possible. For more immediate assistance, especially for critical issues, you can contact our dedicated service staffs. Our team is available during our regular business hours to address your technical concerns promptly.

Do you offer warranties or guarantees?

Yes, we stand behind the quality of our products/services. We offer at least 18-months warranty to ensure your satisfaction. For more information on our warranty or guarantee terms, please refer to our [Warranty/Guarantee Policy] page.

Are there any restrictions on product usage?

All the products should be installed, used and maintained under the required conditions. The precautions are listed at the instruction book in the products packaging.

What promotions or loyalty programs do you offer?

We have the unique distributor policy and distributor mechanism to help our loyal customers and partners to win more market share with high-quality, high-efficiency and high-tech products.

Are there any ongoing sales or discounts?

The sales and discounts programs will be published at the home page news section and our social media. Please follow the updates.

How can I contact your customer support?

Answer: Our customer support team is ready to assist you. You can reach out via [Contacts] page and leave your information therefore our expertise will contact you. For additional options, you can email or make a phone call directly via [customer support email/phone] at the end of the website.

What are your business hours?

Answer: Our business hours are Monday to Saturday from 9am to 6pm(CST). During this period, our team is available to assist you with any inquiries, orders, or support-related matters. If you reach out outside of these hours, we'll get back to you as soon as possible during the next business day.

Do you have a physical location or office?

Answer: Yes, we have a physical presence at Wenzhou, China. Our office is No.3 Siqian Road, Xinguang Industrial Park, Liushi Town, Yueqing City, Wenzhou City, Zhejiang,China. While we encourage online communication, you're welcome to visit us during business hours for in-person assistance or consultations. For a map and additional contact details, please visit our [Contact Us] page.

I'm experiencing an issue with your product/service. What should I do?

Sorry about the experience and please do not hesitate to contact us. First you can contact the sales or assistants who help you to place an order. Describe the situation you faced and the staff will give you a feedback questionnaire. Our technical team will help you to figure out the causes and potential risks. And we’ll

Are you open to partnerships or collaborations?

Yes, we’re looking forward to international firm partners and strategic partners to improve our global network.