Technical Support & Customer Service
Keliway (科利维) provides comprehensive pre-sales and after-sales support for all our civilian night vision and thermal imaging products. Our international support team is available to assist distributors and end users with product selection, technical questions, and order management.
Pre-Sales Consultation
Not sure which product is right for your application? Our sales engineers can help you select the right night vision or thermal imaging solution based on your specific use case — whether it’s hunting, wildlife observation, farm security, or outdoor exploration.
- Product selection guidance based on your use case and environment
- Technical specifications consultation and comparison
- Sample unit availability and pricing information
- Distribution partnership inquiries and qualification process
Order & Delivery Information
Standard Delivery Timeline
40-day standard delivery from confirmed payment receipt. This is our committed standard lead time for all civilian product orders. Rush or expedited orders may be available — contact us to discuss your timeline requirements.
Payment Terms
100% prepayment required. Orders enter production queue upon receipt of full payment. We accept T/T bank transfer and other agreed payment methods.
Shipping & Logistics
All orders ship EXW (Ex Works) from our facility in Zhuhai, China. Shipping and freight costs are borne by the buyer. We can assist with freight forwarder recommendations and export documentation coordination upon request.
After-Sales Support
Technical Troubleshooting
Our technical team can assist with device setup, operation questions, firmware issues, and performance troubleshooting. Contact us via email or WhatsApp for prompt technical assistance.
Product Documentation
User manuals, technical datasheets, and product catalogs are available in English and Chinese. Contact our sales team to request documentation for specific product models.
Warranty & Returns
All Keliway civilian products include manufacturer warranty coverage. Contact our support team for warranty claim procedures and return authorization requirements.
Frequently Asked Questions
What is the standard delivery time?
Standard delivery is 40 days from confirmed payment receipt. Expedited production may be available for qualified distributors with urgent requirements.
Are sample units available?
Yes, sample units are available for qualified distributors. Sample fees apply and all shipping costs are borne by the buyer. Contact our sales team to discuss sample availability for specific models.
What certifications do your products hold?
All Keliway civilian products are CE & EMC certified, meeting international safety and electromagnetic compatibility standards required for most major markets.
Do you provide multilingual materials?
Yes, product catalogs and technical documentation are available in English and Chinese. Localization support for other languages is available on request for qualified distribution partners.
Contact Support
Our support team is ready to assist you. Reach out via our contact form or WhatsApp Business for the fastest response.