Welcome to Cinetruss. This guide provides essential information about purchasing, payment methods, shipping, customs documentation, product warranties, and returns.
If you need assistance before placing an order, please contact us at contact@cinetruss.com.
Help Purchasing Information
1. Important Purchasing & Customs Information
Please review the following information before placing your order.
- Currency: All prices are listed in US dollars (USD).
- Country of Origin: Vietnam. We do not provide a Certificate of Origin (COO). The country of origin will be indicated on the shipping carton and commercial invoice.
- Incoterms:
- Customer’s shipping account or nominated forwarder: EXW (Incoterms® 2010).
- Cinetruss-arranged shipping: DDU (Incoterms® 2010).
- HS Code: 7326.90.99. Please confirm the applicable classification with your customs broker before importing.
- Customs Documentation: Commercial invoice and packing list. These documents will be provided after shipment pickup.
- Packing Dimensions & Weight: These vary depending on the products ordered, packaging requirements, and number of parcels. Please contact us for shipment-specific details.
Important: Import duties, taxes, customs clearance fees, and other destination-country charges may apply depending on the shipping arrangement and local regulations. Please confirm the applicable terms and charges before placing your order.
2. Where to Purchase Cinetruss Products
You can purchase Cinetruss products directly from our official website or through our authorized regional resellers.
- Worldwide: cinetruss.com
- USA & Canada: The Gripstore
- Europe & Hungary: Cineworker
- South Korea: ALLG-TECH
Product Catalog & Load Tables
Please download our latest product catalog and load tables HERE
For technical specifications, compatibility questions, or custom requirements, please contact our team before ordering.
How to Purchase
3. How Do I Place an Order?
Ordering online at cinetruss.com is simple and convenient.
- Browse the product categories or use the search function to find the products you need.
- Select a product and click Add to Cart.
- Review your cart and adjust product quantities as needed.
- Enter your shipping destination and postal code to obtain an available shipping quote.
- Proceed to checkout, enter your shipping and payment information, and complete your order.
If you experience any issues with products disappearing from your cart, check that cookies are enabled in your browser. If the problem persists, please contact us at contact@cinetruss.com.
4. How Can I Track My Order?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number, where available.
You can track your shipment through the relevant carrier’s website:
- FedEx: Track your shipment
- UPS: Track your shipment
- DPExpress: Please contact us for the applicable tracking link.
If you need assistance with your shipment, contact us at contact@cinetruss.com and include your order number.
5. What Payment Methods Does Cinetruss Accept?
Cinetruss accepts the following payment methods:
- PayPal
- Business bank transfer (bank wire)
For bank transfer payments, please contact us at contact@cinetruss.com to receive the payment instructions.
Please ensure that the transferred amount matches the amount specified in our payment instructions. Any bank transfer fees charged by your bank should be considered when arranging payment.
6. How Do I Use a Promotion or Coupon Code?
To apply a promotion or coupon code:
- Open your shopping cart.
- Find the Discount Code or Coupon Code field.
- Enter your code and click Apply.
- Check that the discount has been applied to your order total before proceeding to checkout.
Unless otherwise stated in the promotion terms, only one promotional or coupon code may be used per order.
7. What If an Item Is Out of Stock?
Product availability may change without notice.
If an item is marked Out of Stock, please contact us at contact@cinetruss.com for the latest restocking estimate or production lead time.
For Pre-Order and Special Order items, please refer to the individual product description or contact our team for an estimated shipping date.
8. Can I Cancel or Change My Order?
Orders may enter processing or shipping shortly after payment is received. Once an order has been prepared for dispatch or handed over to the carrier, cancellation or modification may no longer be possible.
If you need to change or cancel an order, please contact contact@cinetruss.com as soon as possible and include your order number.
We will review your request and advise you of the available options.
9. What If Cinetruss Cannot Accept My Order?
Cinetruss reserves the right to refuse or cancel an order when necessary, including in the following circumstances:
- The requested product or quantity is unavailable.
- Product descriptions, prices, shipping charges, or other order information contain errors.
- Payment verification or fraud-prevention checks identify an issue.
- Additional information is required to process the order.
If your order is cancelled after payment has been processed, we will notify you and arrange a refund to the original payment method, as applicable.
10. Is Shopping at Cinetruss Secure?
We take reasonable measures to protect customer information and support secure online transactions.
Payment processing and data protection depend on the payment provider and services used during checkout. Please refer to our Privacy Policy for further information about how personal information is handled.
To help ensure that you receive order confirmations and shipping updates, add contact@cinetruss.com to your email address book or safe-sender list.
11. Why Might Product Colors Look Different on My Screen?
We make every effort to represent our products accurately on the website. However, the colors displayed may vary depending on your monitor, screen settings, lighting conditions, and device.
Please refer to the product description and specifications if you need to confirm the material, finish, or color of a particular item.
Shipping & Delivery
12. How Will My Order Be Shipped?
Cinetruss ships orders from Monday to Friday, excluding public holidays.
Orders received before the applicable daily shipping cutoff may be processed for dispatch on the same business day, subject to payment confirmation, product availability, and order preparation requirements.
Orders received after the cutoff, or on weekends and public holidays, will generally be processed on the next business day.
We use FedEx, UPS, or DPExpress depending on the destination, shipment dimensions, weight, and available shipping options.
13. Does Cinetruss Ship Internationally?
Yes. Cinetruss ships internationally to supported destinations.
Shipping options, delivery estimates, customs requirements, and import charges vary by destination. Please contact us before ordering if you need confirmation that we can ship to your location.
14. Which Shipping Carriers Does Cinetruss Use?
We generally use the following carriers:
- FedEx
- UPS
- DPExpress
The carrier and service selected may vary depending on the destination, parcel dimensions, weight, and shipping arrangement.
15. How Much Does Shipping Cost?
To obtain a shipping quote through our website:
- Add your selected products to the cart.
- Enter your destination country and postal or ZIP code.
- Click Get a Quote, where available, to view the shipping options and estimated cost.
Shipping costs depend on the destination, parcel dimensions, weight, and selected service.
If you plan to use your own shipping account or freight forwarder, please contact us for instructions before arranging collection.
16. When Will I Receive My Order?
Delivery time depends on the destination, shipping service, customs clearance, and carrier operations.
The following are general product processing estimates, not guaranteed delivery dates:
- In Stock: Generally prepared for shipment within 5 – 7 business days, subject to payment confirmation and order processing.
- Pre-Order: Generally ships within 30 days or less. Please check the individual product description.
- Special Order: Lead time varies depending on the product and customization requirements.
- Out of Stock: Restocking or production may take approximately 3–4 weeks. Please contact us for the latest estimate.
International delivery may take additional time due to customs inspections, holidays, weather conditions, or other circumstances beyond our control.
For a more accurate estimate, please contact us before placing your order.
17. Can I Pick Up My Order at Your Store?
Cinetruss does not offer standard in-store pickup through the website checkout process.
If you would like to arrange a collection or have a special delivery request, please contact us in advance to confirm whether an arrangement is possible.
18. Can I Use My Own Shipping Account or Freight Forwarder?
Yes. You may arrange shipping using your own carrier account or nominate a freight forwarder to collect your shipment, subject to prior coordination with Cinetruss.
Please contact contact@cinetruss.com before arranging collection so we can confirm the packaging details, collection requirements, shipping terms, and required documentation.
Product Warranty
CINETRUSS warrants that its products are free from defects in materials and workmanship at the time of purchase. All products are manufactured and inspected under strict quality control standards.
Customers are responsible for inspecting products upon delivery. Any defects, shortages, or shipping damage must be reported to CINETRUSS within 24 hours of receipt.
Unless otherwise stated, CINETRUSS products are covered by a one (1) year limited warranty from the shipment date and are guaranteed to perform according to the published specifications when used within the recommended guidelines.
This warranty does not cover:
- Damage during shipping or transit
- Damage caused by exceeding rated load capacities
- Improper assembly, use, handling, maintenance, or storage
- Unauthorized modifications or repairs
- Normal wear and tear, cosmetic marks, or surface scratches
Finishes
The standard finish of the CINETRUSS aluminum truss series is a brushed aluminum finish. Minor cosmetic marks, light scratches, or handling traces resulting from manufacturing, assembly, packaging, or transportation are considered normal and do not affect product performance or structural integrity.
For anodized components, slight variations or minor surface marks from machining, drilling, or handling may occur and are not considered defects.
Return Policy
All returns must be authorized in advance by CINETRUSS. Unauthorized returns will not be accepted.
Return shipping costs are the responsibility of the customer unless the return is due to a manufacturing defect or an error made by CINETRUSS. Approved returns may be subject to inspection and restocking fees where applicable.
For any questions regarding warranty coverage, returns, or payment policies, please contact the CINETRUSS team directly.