FAQ
Grouped by pre-sales, technical, after-sales and ODM. Type a keyword to filter.
Pre-sales
What is the lead time?
Standard models (N5-3D / OW-3D / X2 / S5 / S8) in stock or 2-4 weeks; custom ODM projects 6-10 weeks, delivered by milestone.
What payment terms?
Standard products: 60% advance + 40% before shipment; custom projects by milestone (advance / prototype / mass production). Bank transfer accepted.
What are the acceptance criteria?
Factory FAT: tested item-by-item against the agreed technical spec (payload, speed, slope, navigation accuracy, IP rating) with an FAT report; customer SAT within 7 days after delivery.
Can I visit the factory or test a unit?
Yes. Our Fengxian Shanghai factory welcomes scheduled visits (book online). Small-batch prototypes can be rented for testing; rental fee credited toward purchase after acceptance.
Do you provide training?
One on-site or remote commissioning training included, with operation manual, SDK docs and video tutorials. Additional training quoted on request.
What is the price range?
Indicative bands: < ¥30k / ¥30k-50k / > ¥50k, varying by payload, LiDAR channels (32 / 64·96 / 128) and configuration. See quote page.
Technical
What is the positioning accuracy?
Re-localization accuracy ±10mm (charging / station docking); waypoint: loose ±5cm, precise ±2cm.
Why a 3D multi-line LiDAR?
A single 3D multi-line LiDAR delivers spatial 3D obstacle avoidance, eliminating the need for single-line LiDAR, depth camera, ultrasonic and cliff sensors. Smooth passage under overhead signs, in narrow aisles and around low obstacles.
Slope / obstacle / aisle width?
Slope 15°, obstacle 2cm, min aisle 56cm. Varies slightly by model; see spec table.
Battery life?
≥10h no-load, 6h full-load; auto recharge supported.
Ingress protection?
Chassis IP54, LiDAR IP65; IP65 chassis available on request.
What interfaces are open?
ROS / rosbridge WebSocket, with Topic / Service docs and URDF / 3D drawings. See SDK docs.
After-sales
Warranty period? When does it start?
12 months from delivery acceptance (FAT/SAT acceptance note).
How long are spare parts available?
5 years after production discontinuation. Wear parts (wheels, LiDAR, battery) in stock; spare part pricing on annual price list.
Who is responsible for issues? How is it scoped?
Per contract SLA: 1-hour response on business days, 24-hour solution; hardware quality issues repaired/replaced free; damage caused by user charged at cost.
Response SLA?
1-hour phone/remote response on business days, 24-hour solution, 48-hour on-site (Yangtze River Delta), four-tier escalation, traceable tickets.
ODM
Do you support ODM customization?
Yes. Covering appearance, structure, hardware, software and production. See ODM page.
Is the software / SDK charged?
Basic ROS SDK and docs are free; advanced algorithm modules and business customization quoted separately.
What is the level of secondary development support?
Docs, Topic definitions, remote support, simulation environment. Customer upper-module business logic development is not included.
Custom payload range?
100-500kg; chassis can be widened / lengthened / raised per scenario, with battery, LiDAR and sensors selected on demand.
How to submit an ODM request?
Fill the ODM form in the selector guide or quote page; sales contacts within 1 business day.