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Sales & Service Support



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Purchasing with us
Do you have my product in stock?

Most of the products listed on this website are for demonstration purposes. They may not be in stock because there are too many kinds of different models. However, as long as detailed requirements info can be provided, the products can be produced according to the order on demand immediately.

Do you deliver the Next Day?

No. Most of the products are for order on demand. Therefore, there will be a lead time before the items can be shipped out.  You may need to plan your orders well to avoid rushes.

What delivery options do you offer?

We encourage users to use their own shipping forwarders to ship the goods to cut costs. However, if the users are not having good shipping forwarders, we can also offer shipping methods like: UPS/Fedex/DHL/TNT, Air Express. Also, we can assist users to use Air Cargo, Road Shipping, Train Cargo,  Sea Cargo, which may be cheaper but untraceable online.

How do I know when my order has been dispatched?

When your goods have been dispatched you will receive a confirmation via email to the email address provided – it is important to provide us with an email address as this can be the quickest and most efficient way of us contacting you.

After sale support
My goods arrived damaged, what should I do?

We are sorry to hear your goods have not been received in the condition you would expect. In the unlikely event of receiving damaged goods please contact us and make us aware. All of our goods are checked and wrapped carefully before they are sent out, however we know accidents do happen and it’s possible something could happen during transit. We may ask you to take photographs, so the best thing to do would be to email us with these and details of your order, including the order number. Once you have sent this across, you are welcome to contact us and we can arrange collecting the item and sending you a replacement as quick as possible.

There is an item missing from my order.

If you are missing an item that you were expecting to come with the rest of your order, you’re more than welcome to contact us and we can investigate this for you. It may be a case that the items were sent individually, however we will look into this straight away and advise you. In this instance, we would have tried to contact you to make you aware. You could also check your emails incase you missed our call and we have emailed you to inform you. We will aim to get this resolved as quickly as possible.

How do I return an order?

Due to the specialty of the products, most of them are not supported for return if there is no quality issue. If you received wrong items and need to return to us, please ensure the item/s are returned in the same packaging, if it came in a branded box or sealed bag etc. and it is wrapped securely to ensure it arrives back safely at our end. Once we have received your item and checked it’s in a sellable condition, we will issue a refund of the product value back to your account.

My order hasn‘t arrived, please help?

For the shipping arranged by PHEA, you can contact us for an update or check the shipping trace for the latest update. For those shipping methods which are unable to be tracked online, you may need to consult your forwarder for an update. If you are not able to contact the forwarder, you can also request PHEA to try contacting the forwarder for an update.

Product help
I am new and not sure which product or material I need?

You will need to contact your technician to decide what products are required. Make sure you investigate it fully before you order because these products are professional and they can not be canceled once they are ordered. For customized items, the detailed drawing will be required to avoid mistakes.

How do I know if the product is right for the machine?

You will need to confirm with your technician before you finalize your requirements. There are too many models of plate heat exchangers and some of them are even with customizations.  Your technician will always need to check the original design/drawing along with the machine’s nameplate to decide what gaskets/plates are needed.  PHEA will offer the gaskets/plates according to your specific requirements.

What warranty do I get with my order?

All our items come with 1 year warranty by default.  However, the gaskets and plates should be replaced regularly according to the serving conditions. If the gaskets and plates are over used in heavy serving conditions or wrong serving conditions, the warranty will be shortened. Make sure you consult your technician before you place the order.