FAQ

Frequently asked questions.

Short answers to the questions our account team hears most often. Something missing? Email support@marble.marsfront.com.

Ordering & payment

Can I pay online with a card?: Not at checkout. We issue a proforma invoice within one business day of your request. You can then pay by TT (bank transfer), PayPal invoice, or — once your account is approved — a Stripe payment link. This is standard B2B flow and keeps your card data off our site.
What is the minimum order?: None for standard SKUs. Enterprise accounts with NET30 terms require a cumulative HK$ 10,000 per quarter to maintain active status.
Do you accept purchase orders?: Yes, on approved accounts. Submit the PO to sales with a matching cart request and we'll return a proforma invoice referencing your PO number.
What currency do you invoice in?: HKD by default. We can issue USD or EUR invoices on request; spot rate is locked at invoice issuance.

Shipping & delivery

Where do you ship from?: All parcels dispatch from our Hong Kong warehouse. DHL Express and FedEx are our default carriers; SF Express for Greater China.
How fast is shipping?: Hong Kong SAR: same-day courier for orders placed before 15:00 HKT. Greater China 2–3 business days. APAC 3–5 days. Rest of world 5–7 days.
Do I pay import duties?: Yes. All shipments are DDU (Delivered Duty Unpaid). Destination duties, VAT, GST and customs fees are the recipient's responsibility unless pre-arranged on an enterprise account.

Warranty & returns

What's covered under warranty?: Marble Pro products carry a 24-month warranty covering manufacturing defects and premature failure under normal office use. Physical damage, water damage, and unauthorized modifications are not covered.
How do I start a warranty claim?: Email support@marble.marsfront.com with your order reference and the SKU. We respond within one business day with an RMA number and a prepaid return label for defective units.
Can I return an unopened item I no longer need?: Yes, within 14 days for a full refund less shipping. Between 15–30 days we refund 85% (15% restocking fee). Opened items are assessed on receipt.

Business accounts

What are the benefits of an enterprise account?: NET30 terms, 5–12% volume pricing (tiered), dedicated account manager, quarterly inventory reports, consolidated monthly invoicing, and prioritized stock allocation for standard SKUs.
How long does account approval take?: One business day for straightforward applicants with verifiable business registration. Two to three days if we request trade references or for applicants outside our standard shipping lanes.
Do you offer custom SKU configuration?: Yes for volumes over 500 units. Cable lengths, connector combinations, private-label packaging. Lead time 3–6 weeks from spec sign-off. Talk to the account team.

Ordering & payment

Can I pay online with a card?

Not at checkout. We issue a proforma invoice within one business day of your request. You can then pay by TT (bank transfer), PayPal invoice, or — once your account is approved — a Stripe payment link. This is standard B2B flow and keeps your card data off our site.

What is the minimum order?

None for standard SKUs. Enterprise accounts with NET30 terms require a cumulative HK$ 10,000 per quarter to maintain active status.

Do you accept purchase orders?

Yes, on approved accounts. Submit the PO to sales with a matching cart request and we'll return a proforma invoice referencing your PO number.

What currency do you invoice in?

HKD by default. We can issue USD or EUR invoices on request; spot rate is locked at invoice issuance.

Shipping & delivery

Where do you ship from?

All parcels dispatch from our Hong Kong warehouse. DHL Express and FedEx are our default carriers; SF Express for Greater China.

How fast is shipping?

Hong Kong SAR: same-day courier for orders placed before 15:00 HKT. Greater China 2–3 business days. APAC 3–5 days. Rest of world 5–7 days.

Do I pay import duties?

Yes. All shipments are DDU (Delivered Duty Unpaid). Destination duties, VAT, GST and customs fees are the recipient's responsibility unless pre-arranged on an enterprise account.

Warranty & returns

What's covered under warranty?

Marble Pro products carry a 24-month warranty covering manufacturing defects and premature failure under normal office use. Physical damage, water damage, and unauthorized modifications are not covered.

How do I start a warranty claim?

Email support@marble.marsfront.com with your order reference and the SKU. We respond within one business day with an RMA number and a prepaid return label for defective units.

Can I return an unopened item I no longer need?

Yes, within 14 days for a full refund less shipping. Between 15–30 days we refund 85% (15% restocking fee). Opened items are assessed on receipt.

Business accounts

What are the benefits of an enterprise account?

NET30 terms, 5–12% volume pricing (tiered), dedicated account manager, quarterly inventory reports, consolidated monthly invoicing, and prioritized stock allocation for standard SKUs.

How long does account approval take?

One business day for straightforward applicants with verifiable business registration. Two to three days if we request trade references or for applicants outside our standard shipping lanes.

Do you offer custom SKU configuration?

Yes for volumes over 500 units. Cable lengths, connector combinations, private-label packaging. Lead time 3–6 weeks from spec sign-off. Talk to the account team.