Cuchen After Sale Support and Service


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ENGLISH

Cuchen is backed by a comprehensive after-sales service that includes a warranty, technical support, repair services, and replacement parts. This should give you peace of mind knowing that your investment is protected.

Please note that this is a general summary and the specific details of Cuchen's after-sales service may vary. It is always best to check the specific terms of your warranty and contact Cuchen customer service for more information.

 

Service Call - (888)-742-2588

                        (Mon-Fri, 6am to 10am & 11am to 3pm PST)

                        (Mon-Fri, 9am to 12pm & 1pm to 5pm EST)

The recommended call times are provided to ensure smooth consultations. However, unexpected surges in call volume during specific periods (such as mornings or lunch hours) may temporarily cause phone line congestion. In such cases, please utilize our email inquiry service for a prompt response.

Service Email - service@cuchenusamall.com

Service Center Location

  • WEST CENTER - 10395 Slusher Dr. #2, Santa Fe Springs, CA 90670
  • EAST CENTER - 434A Romeo St, Moonachie, NJ 07074
                                               

How to Request A/S Service Using UPS (Send the product for repair via UPS)

Cuchen offers UPS shipping services for your convenience in receiving A/S. Please proceed according to the following steps:

1. Requesting a UPS Shipping Label for A/S Registration

  • First, contact the Cuchen Call Center at 888-742-2588 to register your A/S request.
  • After verifying your product and customer information, the call center agent will email you a UPS shipping label.
  • √ Check your email and print the UPS shipping label.

2. Product Packaging and UPS Shipping Label Attachment

  • Safely pack the product for A/S and attach the received UPS shipping label to the outside of the box.
  • √ Box Selection: Use a box that fits the product size to prevent damage during transportation.
  • √ Use of Cushioning Material: Add sufficient cushioning material such as newspaper or air caps (bubble wrap) to prevent shock.
  • √ Inclusion of Internal Components: For product testing during repair, be sure to include internal components such as the inner pot.
  • √ UPS Shipping Label Attachment: Attach the printed UPS shipping label to the outside of the box.
  • ※ Caution: Please use sufficient cushioning material to prevent damage to the product during shipping.

3. Product Receipt After Visiting the Nearest UPS Store

  • Take the packaged product to the nearest UPS Store and submit it.
  • √ Before visiting, you can check the nearest UPS store on the UPS website (https://www.ups.com).
  • √ When submitting the product, make sure the UPS shipping label is attached.
  • √ Once you leave the product, it will be automatically shipped to the Cuchen A/S Center.
  • ※ UPS Shipping Fee
    • Cuchen covers the shipping cost within the warranty period. (Receipt required)
    • Shipping costs are borne by the customer after the warranty period expires.

4. Product Repair Progress and Processing

  • The product you submitted will be shipped to the Cuchen A/S Center, and the repair process will proceed upon arrival.
  • √ If there are any additional inquiries during the repair process, the call center may contact you.

5. Product Shipment to Customer Address After Repair Completion

  • When the repair is completed, we will ship the product to the address you initially registered.
  • √ After receiving the product, please check if it works properly.
  • √ If you have any further inquiries, please contact the Cuchen Call Center (888-742-2588).

■ How to Apply for A/S Through Service Center Visit

Cuchen A/S service also provides a method for customers to visit the service center directly to receive products for convenience. Please refer to the following procedure for visit reception.

  • √ Currently, Cuchen Service Center operates in two locations: East (Moonachie, NJ) and West (Santa Fe Springs, CA).
  • Customers living nearby should refer to the visit, and if it is difficult to visit, use the UPS courier service.

1. Pre-Consultation for A/S Reception

  • Before using the A/S service, please contact the Cuchen Call Center (888-742-2588) first.
  • √ The call center agent will guide you on how to use and locate the service center.
  • √ Please prepare product model name and purchase date (receipt) information in advance for smooth reception.

2. Service Center Visit and Product Receipt

  • √ Visit the nearest service center guided by the call center.
  • √ Be sure to bring internal components (inner pot) for repair.
  • √ Upon visit, the on-site staff will check the pre-received information and proceed with A/S reception after checking the product status.
  • ※ Caution: Please visit after making a reservation or phone inquiry to facilitate direct reception at the service center.

3. A/S Progress and Product Receipt

  • √ When the A/S of the product you entrusted is completed, we will notify you by phone.
  • √ You can visit the service center at your convenience to pick up the product.
  • ※ A/S Processing Period: The schedule may vary depending on the product status and parts supply.

We will do our best for your convenient A/S use. If you have any further inquiries, please contact the Cuchen Call Center (888-742-2588) at any time.