DJM DIRECT SERVICE HELP CENTER
FAQ
Practical answers about products, electrical compatibility, delivery, returns, warranty coverage and technical support. Product-specific information always takes priority over general guidance.
Products & compatibility
Confirm the exact model and requirement before relying on a specification.
How do I know whether a product is suitable for my application?
Check the exact model, dimensions, capacity, power requirements and other specifications on the product page. For equipment fitment or electrical questions, contact us with the model or SKU and your intended use before ordering.
Can I assume a 230V product will work in the United States?
No. A 230V label alone does not establish U.S. compatibility. Voltage range, frequency, phase, amperage, connection or plug type, required circuit and applicable certification must match the exact product and installation. Ask us to verify the exact model before purchase if the listing is unclear.
Are refurbished products the same condition as new products?
No. Refurbished, ex-display and graded items can differ in cosmetic condition, packaging and included accessories. The condition stated on the exact product listing and order documents applies.
What should I include when asking a pre-purchase question?
Send the product name, SKU or model number and the requirement you need to confirm, such as voltage and frequency, dimensions, capacity, vehicle or equipment fitment, installation space, or required accessories.
Delivery & returns
Shipping method, access requirements and return handling vary by product and destination.
How will my order be delivered?
Delivery method depends on the product, destination, size and weight. Smaller items may travel by parcel carrier, while larger equipment can require freight service. Any delivery method or charge shown for the specific order takes priority.
Does freight delivery include installation or moving equipment inside my property?
Not unless the order specifically says so. Freight service may be curbside or to an accessible delivery point. Confirm unloading, lift-gate and site-access requirements before ordering heavy equipment.
What should I do if a shipment arrives damaged?
Inspect the shipment before accepting it when practical. Note visible damage with the carrier, keep the packaging, and contact us promptly with the order number plus clear photos of the packaging and product.
How do I start a return?
Contact us before sending anything back. Eligible returns require authorization and may require an RMA. Do not send products to the business mailing address unless your return authorization specifically instructs you to do so.
Warranty & product support
Coverage and service depend on the exact product, manufacturer, condition and location.
Does every product have the same warranty?
No. Coverage can vary by manufacturer, exact model or variant, new or refurbished condition, geography and intended use. Only warranty terms confirmed for the specific product and sale should be relied upon.
Does a UK or European manufacturer warranty automatically apply to a U.S. purchase?
No. Geographic warranty coverage can differ. If the product page does not clearly state U.S. coverage, contact us before ordering so the applicable coverage can be confirmed.
What information is needed for technical support?
Provide the order number if available, exact model or SKU, serial number when applicable, a clear description of the issue, photos or video, and relevant installation or electrical-supply information.
Can technical support replace a qualified installer or service technician?
No. We can help identify specifications, documentation, parts and troubleshooting information, but safety-critical installation, electrical work, lifting equipment and repairs should be handled by appropriately qualified personnel.