Frequently Asked Questions
Find answers about EAOR orders, shipping, returns, warranty, product compatibility, software, and technical support.
FAQ for Rugged Phone OEM & ODM
Q1: What is the difference between Platform OEM and Full ODM?
A: Platform OEM means customizing based on our existing ready rugged phone models (HP618 / HP290 / HP221 etc.). It has lower MOQ, shorter lead time and lower development cost. We can change logo, boot animation, packaging and lens/keypad printing etc. Full ODM refers to customized hardware development, including new casing, custom sensors, special keypads or unique battery requirements. It requires higher MOQ, longer development cycle and extra NRE tooling cost.
Q2: What is the MOQ for OEM?
A: MOQ varies by model and customization items. Please contact us to confirm the MOQ of your target model.
Q3: Can I get samples before bulk order?
A: Yes. Sample orders are available for testing and verification. Sample cost and freight need to be paid by the buyer. We can refund the sample cost when your book the bulk order.
Q4: What customization items are supported for OEM?
A: Customization items contains:
✅ Custom's logo printing on lens and rear housing
✅ Custom boot logo, boot animation, UI wallpaper, ringtone and languages etc. by software
✅ Custom packaging, user manual, battery label priting
❌ We cannot change core hardware (chipset, screen, mainboard) for OEM.
Q5: Can you help us load our own system software or enterprise APP?
A: Yes. We support preloading your APK for Android smart rugged models (like HP618). Please provide the APK file and permission requirements in advance for compatibility test. Feature phones (HP290, HP221) support limited software customization.
Q6: What certifications can you provide?
A: Our standard models support CE, RoHS. If you need extra certificates such as UKCA, FCC, IC, we can apply them based on your OEM project, with extra certification cost and time needed.
Q7: What is the production lead time after deposit?
A: For OEM (ready hardware): 60–65 working days after deposit and all custom files confirmed. For full ODM project: 90–120 working days including tooling, prototype and mass production.
Q8: What payment terms do you accept for OEM orders?
A: Normally T/T 30% deposit in advance, T/T 70% balance before shipment. Other terms can be negotiated for large long-term projects.
Q9: What is the warranty for OEM bulk orders?
A: 12 months factory warranty for manufacturing defects. The warranty does not cover man-made damage, water damage caused by improper use, lost or broken accessories. We provide technical support for OEM customers.
Q10: Do you support private packaging and user manual in our local language?
A: Yes. You can provide your packaging design file and translated manual document, we support custom printing.
Q11: Can you ship goods to our forwarder in China?
A: Yes. We support FCA and FOB Hong Kong or Shenzhen, you can appoint your own freight forwarder.
