One team handles your project from the first sample to after-sales: we help you test, plan the base stations, customize the labels, connect them to your systems, and support the installation for as long as you run it. All hardware carries a 12-month warranty from the date of shipment.
Before you order
| What we do | What you get |
|---|
| Sample kit | Labels, a base station and software access, so you can test updates in your own store before ordering in volume (ESL demo kit). |
| Series and size selection | A recommendation based on your shelf types, update frequency and whether your own software will drive the labels (compare the series). |
| Base-station planning | From your floor plan and label count we estimate how many base stations each store needs and where to place them. |
| Software demonstration | A video call that walks through templates, product import and a live price update on the ESL management system. |
Customization and OEM
How much can be changed depends on the series.
| Series | What can be customized | Minimum order |
|---|
| Lite, Slim, Rock (OEM series) | Housing colour, printed logo, retail packaging and a software interface under your brand | 2,000 pieces per model |
| Classic | Label templates and integration through the open MQTT protocol, REST API and SDKs, so your own software can drive the labels | 500 pieces per model |
| Swift | Label templates in the standard management software. | 100 pieces per model |
Mounting accessories — rails, clips, stands and hangers — are chosen to match your shelves (ESL accessories). How the labels are built and inspected is described under Manufacturing.
Integration help
- Documentation — REST API and MQTT documents and SDKs are provided with the project.
- POS and ERP connection — our software lead works directly with your developers on product import, price synchronization and template binding.
- Deployment options — the management system runs on public cloud, private cloud or fully on-premise.
- Two base stations, one software — Classic, Lite, Slim and Rock share the AES-AP01 base station. Swift labels use their own Swift base station, which is not interchangeable with the AES-AP01. Both are managed from the same software.
After-sales support
| Item | Details |
|---|
| Hours | Monday to Sunday, 08:00–24:00 China time (GMT+8) |
| Channels | Email, phone and WhatsApp |
| Language | English |
| Installation | Remote guidance for planning and installation; on-site deployment can be arranged on request |
| Diagnosis | Remote diagnosis of base stations and software, including recovery after a failed update |
| Updates | Base-station firmware updates and security patches, and software compatibility with new label models |
The same team that sold you the system supports it. Hardware faults are handled under warranty; software questions go to our own software lead.
Warranty and repairs
- Period — 12 months on labels, base stations and other hardware, counted from the date of shipment.
- Coverage — manufacturing defects, failures in normal use and units that arrive not working.
- How to claim — send us the label ID or serial number, a photo or short video of the fault and your order number. We confirm the fault remotely where possible, then repair or replace the unit.
Spares we recommend
For each store, keep 1–2% of the label quantity as spares and one or two spare base stations. With spares on site, a faulty label is swapped in minutes and the warranty claim can follow afterwards.
Questions about service
What warranty do AiEInkSmart labels carry?
12 months on labels, base stations and other hardware from the date of shipment, covering manufacturing defects, failures in normal use and units that arrive not working.
When can I reach support?
Monday to Sunday, 08:00 to 24:00 China time (GMT+8), by email, phone or WhatsApp. Support is provided in English.
Can the labels carry our own brand?
Yes. On the OEM series (Lite, Slim and Rock) the housing colour, printed logo, retail packaging and software interface can carry your brand, from 2,000 pieces per model.
Do you install the system on site?
Most customers install it themselves with our remote guidance: labels clip onto rails and base stations need only power and a network connection. On-site deployment can be arranged on request.
Can I test the system before placing a volume order?
Yes. A demo kit with labels, a base station and software access lets you run real price updates in your own store first.
Need help choosing or a support contact? Tell us your store count, label quantity and the system you use today, and we will reply with a recommendation — or see
ordering and shipping for order sizes and lead times.
