Support stays with the order after it ships.
AQUROV follows an order through its whole life. Technical questions, missing accessories, alternative models, documentation, spare parts and warranty cases all go to the same team that supplied the products.
Technical cases are passed to the engineering side, so a detailed answer can take longer than a sales reply.
Four routes cover most after-sales requests.
Choose the route that matches your case. Each page explains what to send and what happens next, so the first message can be the useful one.
Warranty & Returns
What the warranty covers by product type, what it does not cover, how responsibility is agreed, and how a claim is raised.
Shipping & Delivery
How freight is calculated, when a lead time changes, how partial shipments work, and what travels with the goods.
Bulk Orders
Repeat purchasing, quantity and distributor pricing, and how a volume order is confirmed and scheduled.
Light Customization
Bounded changes on a mature product platform: cable length, connectors, interfaces, mounting dimensions, materials, parameters, packaging and kit combinations.
Complex system or development project? Start an engineering conversation.
What to include in a support request
A first message with these details usually answers the question without a second round of emails.
- Your order number, or the order confirmation you received.
- The product name or model, and the quantity affected.
- The date you received the goods.
- A clear description of what happens, and when it started.
- Photos or a short video of the product and its connections.
- Wiring and configuration in use: supply voltage, control signal, cable and connectors.
- What you have already tried, and the result.
- The working depth, environment and duty cycle the product is used in.
The questions we handle most often.
These are all handled by the same team that supplied the products, whether the order is still open or was delivered months ago.
Selection and compatibility
Checking that a component fits the thruster, ESC, camera, control or power setup you are using, before you buy or after you receive it.
Missing accessories
If a cable, connector, fastener or mounting part is missing from a delivery, send the packing list and a photo so the part can be identified and the order completed.
Alternative models
When a model is out of stock or not the right fit for the task, the alternatives are compared on interface, dimensions and rating before you commit to one.
Documentation and data
Datasheets, manuals, drawings, wiring information and compatibility data for the products you bought, and for the models you are still comparing.
Changes before dispatch
A change requested before the goods leave is reviewed against production and shipping status. Anything that affects feasibility, price or lead time is re-quoted before it is accepted.
Spare parts and replacements
Spare parts and replacement units for the products we supply: tell us the product, the quantity and the reason, and we will confirm what is available.
Answers are given for the product and configuration you are actually using, so the details listed above decide how quickly a case can be closed.
We tell you before it becomes a problem.
Supply and shipping conditions change, and the order status is not always the one that was planned. What matters is that you hear it from us.
- If a lead time changes, we say so instead of letting the order sit silently.
- If a change clearly affects your project, you get a new estimated time and the options that go with it.
- If an item is out of stock, you can wait for the next delivery, take an alternative model, receive the rest of the order first, or take a refund for that item.
- If you need the goods faster, expediting is checked against stock, purchasing, production, quality inspection and logistics before it is promised.
Short answers to the common ones.
If your case is not here, send it to support@aqurov.com with the order details.
Where do I send an after-sales question?
Write to support@aqurov.com for anything technical or after-sales, and include the order number, the product, the quantity and photos of the unit and its wiring. Requests about distribution, volume purchasing or general enquiries go to info@aqurov.com.
How quickly will I hear back?
Overseas sales enquiries are answered within 24 hours. Technical questions are passed to the engineering side, so a considered answer can take longer than a sales reply.
Can I change an order after paying?
Yes, as long as the goods have not been dispatched. The change is reviewed against the production and shipping status, and anything that affects feasibility, price or lead time is re-quoted before it is accepted.
Do you supply spare parts?
Spare parts and replacement units are supplied for the products we sell. Tell us the product, the quantity and what happened, and we will confirm what is available and how it ships.
Reach the support team directly.
Use the address that matches your request. Both are handled by the AQUROV team, and neither one replaces the other.
Send the order number and the symptoms.
The order number, the product, the quantity and a photo of the unit and its wiring usually give us enough to start. Technical cases are handled by the engineering side, so a considered answer can take longer than a sales reply.