Frequently Asked Questions

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Find answers to the most common questions about our products, services, and solutions.

General Questions

LONTEN is a power equipment manufacturer focused on transformer and power distribution solutions for industrial, commercial, and utility-related projects.

LONTEN is based in Foshan, China, and serves customers in both domestic and overseas markets.

We serve industries such as power distribution, construction, manufacturing, infrastructure, renewable energy, and public utilities.

Yes. We support customers from different countries and can assist with export-related communication and documentation.

Yes. You can contact us at the early planning stage to discuss your project and get initial suggestions.

You can contact us through the inquiry form on our website or use the email and phone details shown on the Contact page. Our team will direct your message to the right person.
Please share the product you are looking for, your project location, estimated quantity, and preferred delivery time. If some details are not available yet, send what you know and we will help you with the next steps.
Yes. We can explain the quotation, order, documentation, and delivery process in clear steps, so first-time buyers know what to expect.
Factory visits can be arranged in advance. Contact our team with your preferred dates so we can confirm availability and prepare for your visit.
You can visit the Cases section of our website for selected project examples. Our team may also share relevant references based on your market and application.

Product Questions

LONTEN supplies a range of transformer and substation products for utility, industrial, commercial, and renewable energy projects. Contact us with your intended use and we will help identify suitable options.
Yes. Tell us where the product will be used, the project scale, and any local requirements you already know. Our team will suggest an appropriate starting option.
Many products can be customized to suit project requirements. The available options depend on the product type, quantity, and requested delivery schedule.
Yes. We can provide available product photos, workshop images, or videos to help you review the product and manufacturing environment before placing an order.
Yes. The document package is agreed during the order process and may include drawings, instructions, reports, packing information, and other documents required for the project.
Small orders may be possible depending on the product and customization level. Send us the required quantity and we will confirm the available arrangement.
Included accessories are listed clearly in the quotation or order confirmation. Optional accessories can be added when requested before production.
Yes. We work with international customers and review the destination market and project requirements before confirming the order.
Contact our sales team with the product name, quantity, and required date. We will confirm whether it is available, made to order, or requires customization.
Yes. Contact us through the website and tell us which product range interests you. We will send the most relevant catalog or product information.

The catalog lists rated power options of 3.5 kW, 7 kW, 11 kW, and 22 kW, and also lists rated voltage as AC 220 V / 380 V. The same table separately gives a rated input of 220 V ±10%, 50 Hz AC and does not map each power rating to a specific voltage or current. Power-to-voltage/current mapping: NEEDS MANUAL CONFIRMATION.

Yes. The catalog states that the standard cable length is 5 meters and can be customized. Confirm the required length and connector configuration before order.

The catalog lists an IP65 protection class and an operating temperature of -20°C to +50°C. Final installation suitability should still be checked against the actual site conditions and local electrical requirements.

The catalog lists overvoltage, undervoltage, overcurrent, leakage, and lightning protection. It also describes automatic power cut-off if a fault occurs.

The catalog does not identify the connector standard or provide a vehicle compatibility list. Compatibility depends on the vehicle inlet, charging interface, voltage, current, and phase requirements. Exact connector and vehicle compatibility: NEEDS MANUAL CONFIRMATION.

The catalog states that the high version supports Ethernet/4G networking. It also states that the ordinary version cannot connect to the Internet. Confirm the required version before order.

OCPP support is not stated for this AC charger model in the catalog. OCPP support: NEEDS MANUAL CONFIRMATION.

The table lists AC 220 V ±10%, single-phase three-wire (L+N+PE) as the input, and lists single-phase AC 220 V / three-phase AC 380 V under output voltage. The exact model-to-voltage and current configuration: NEEDS MANUAL CONFIRMATION.

The catalog lists swipe-card or QR-code charging. For the high version, it also lists credit-card payment and QR-code payment. Availability may depend on the selected version and backend configuration.

The catalog lists wall-mounted or column installation, IP55 protection, an operating temperature of -20°C to +50°C, and a working altitude up to 2,000 m. Confirm site-specific installation requirements before deployment.

The catalog lists overvoltage, undervoltage alarm, overcurrent, short-circuit, overtemperature, lightning, emergency-stop, leakage, relay-adhesion, and CP-detection protection functions.

Yes. The catalog states support for OCPP 1.6 for the compact DC charger series.

Yes. Ethernet and 4G communication are listed. For the 20/30 kW table, Ethernet is listed as standard and 4G as optional; for the 40/60 kW table, Ethernet/4G is listed as optional. Final communication configuration should be confirmed per model.

The catalog lists AC 380 V ±20% input and an adjustable DC 50-1000 V output range. It also lists a DC 300-1000 V constant-power output range, marked optional for the 40/60 kW models.

Yes. The catalog lists indoor or outdoor use, IP54 protection, air cooling, an operating temperature of -20°C to +50°C, and installation altitude up to 2,000 m.

The catalog lists a standard 5-meter charging cable, marked optional in the technical table. Any different cable length or connector configuration should be confirmed before order.

The catalog describes compatibility with electric vehicles whose charging interface and voltage demand match the charger. It does not name specific connector standards or vehicle models. Exact connector and vehicle compatibility: NEEDS MANUAL CONFIRMATION.

The catalog explicitly lists OCPP 1.6 for the 120 kW and 160 kW models. OCPP support for the 60 kW and 80 kW models is not explicitly stated in their technical table and NEEDS MANUAL CONFIRMATION.

Yes. The catalog lists Ethernet/4G communication for this DC fast charger series. Final modem, SIM, and backend configuration should be confirmed for the selected model.

The catalog lists AC 380 V ±20% input and an adjustable DC 50-1000 V output range. A DC 300-1000 V constant-power output range is also listed as optional for the 60/80 kW models.

The catalog lists single-gun and dual-gun configurations for 60 kW and 80 kW, and dual-gun operation for 120 kW and 160 kW. Some current values are merged or ambiguously aligned in the table; exact current per gun and model NEEDS MANUAL CONFIRMATION.

Yes. The catalog lists indoor or outdoor use, IP54 protection, air cooling, an operating temperature of -20°C to +50°C, and installation altitude up to 2,000 m.

Based on the catalog's floor-standing design, fast-charging function, networking, and single/dual-gun options, these chargers are intended for compatible EV charging deployments such as public charging sites, fleet facilities, commercial parking areas, and highway service locations. Final connector and vehicle compatibility must be confirmed.

Yes. The catalog lists OCPP 1.6 support for the 240 kW, 360 kW, 420 kW, and 480 kW series.

Yes. The catalog lists Ethernet/4G communication for the ultra-fast charger series. Final communication hardware and backend configuration should be confirmed before order.

The catalog lists AC 380 V ±20% input and an adjustable DC 50-1000 V output range. It also lists a DC 300-1000 V constant-power output range as optional.

The catalog lists dual charging guns and a standard 5-meter cable, marked optional. Maximum single-gun current is listed as 250 A for 240 kW and 300 A for 360/420/480 kW.

Yes. The catalog lists indoor or outdoor use, IP54 protection, air cooling, an operating temperature of -20°C to +50°C, storage temperature of -40°C to +70°C, and altitude up to 2,000 m.

The catalog positions the series for high-power, rapid energy replenishment with intelligent power distribution. Suitable scenarios include compatible high-throughput public charging stations, highway sites, fleet depots, bus charging, and other high-demand EV charging projects. Final connector and vehicle compatibility must be confirmed.

Sales Questions

Send an inquiry through our website or contact our sales team directly. Include the product, quantity, destination, and requested delivery time whenever possible.
Minimum order requirements vary by product. Some products can be supplied as a single unit, while customized items may have different conditions.
International quotations are commonly prepared in major trading currencies. Please tell us your preferred currency and our sales team will confirm whether it is available.
The validity period is shown on each quotation. Because material and shipping costs can change, please ask us to reconfirm an expired quotation before ordering.
Yes. We can list alternative products, quantities, or delivery terms so you can compare the choices more easily.
Available payment methods depend on the order value, destination, and agreed commercial terms. The confirmed method and schedule will be stated in the quotation or contract.
Yes. After the order details are confirmed, our team can issue a pro forma invoice for your review and payment arrangement.
This depends on the delivery term stated in the quotation. Import duties and local taxes are usually handled by the buyer unless the agreed term says otherwise.
Yes. We welcome inquiries from end users, contractors, distributors, and trading companies, subject to the requirements of each project and market.
Your assigned sales contact can help with commercial questions and coordinate updates with the production and delivery teams throughout the order.

Delivery Questions

We support international shipments to many destinations. Share the destination country and city or port so we can confirm the available shipping arrangement.
Shipping cost depends on the destination, order size, packaging, transport method, and delivery terms. We will provide an estimate after these details are confirmed.
Yes. We can discuss suitable transport options and arrange shipment under the delivery terms agreed in the order.
Yes. You may nominate your own freight forwarder. Please provide their contact and warehouse or port instructions early so we can coordinate the handover.
Delivery time includes production preparation and transportation. The estimated schedule will be confirmed in the quotation or order and updated if circumstances change.
Products are packed according to their size, transport method, and destination. We aim to protect them against normal handling and shipping conditions.
Yes. When tracking information or shipping documents become available, our team will share them with you or your freight forwarder.
The document set depends on the order and destination. Common documents may include an invoice, packing list, transport document, and other agreed certificates.
Both options may be available depending on the destination and delivery term. Share the full destination details so we can check the practical arrangement.
Check the packaging and product condition before signing the delivery receipt. If you notice visible damage or missing items, take photos and contact us promptly.

ODM & OEM Questions

Yes. OEM arrangements are available for suitable products and order quantities. Contact us with your brand and project requirements for an initial review.
Branding can be added when agreed before production. Please provide the correct logo files and written usage instructions for confirmation.
Custom packaging may be available depending on the product, quantity, and packaging request. We will confirm the additional cost and preparation time in advance.
Some appearance and color options can be customized. Availability depends on the product and must be confirmed before the order is finalized.
Please share the product range, expected quantity, target market, branding files, packaging needs, and preferred schedule. Samples or reference images are also helpful.
Customized orders may require a minimum quantity depending on the requested changes. We will confirm the requirement after reviewing your project.
Yes. Relevant drawings, artwork, labels, or packaging details can be submitted for your approval before production begins.
Confidential handling can be discussed at the start of the project. If needed, both parties can agree on suitable confidentiality terms before detailed information is shared.
Yes. We can discuss repeat orders, branding consistency, documentation, packaging, and supply planning for long-term cooperation.
The schedule depends on the product, customization work, approval process, and quantity. We will provide an estimated timeline after reviewing the complete request.

After-Sales Questions

We provide order-related document support, product guidance, and assistance with reported issues. The available service depends on the product and agreed order terms.
Contact your sales representative or use the website contact details. Describe the issue clearly and include the order reference so we can respond efficiently.
Please provide the order number, product name, delivery date, a clear description of the issue, and relevant photos or videos.
Warranty terms are confirmed in the quotation or contract for each order. Review those terms or contact us with your order reference for clarification.
Coverage depends on the agreed warranty terms and the cause of the issue. Our team will review the information provided and explain the available solution.
Yes. When appropriate, our team can provide guidance by email, phone, video call, photos, or documents to help review the situation.
Spare parts may be available for supplied products. Send the order reference, product details, and photos of the required part so we can check availability.
We aim to acknowledge support requests promptly. Resolution time depends on the information available, time zone, and complexity of the issue.
Record the condition immediately with clear photos and note the damage on the delivery document when possible. Contact us and the carrier or freight forwarder promptly.
Yes. We can still review your request and discuss paid parts, guidance, or other practical support after the warranty period has ended.