Everything you need to know
about Full-Stage.

Send a message via WhatsApp to +1 (305) 809-0614 or email us at info@full-stage.com. Let us know the type of equipment, quantity, resolution, whether the environment is indoor or outdoor, and the destination country. Before processing any payment, we define with you the exact route, timelines, and delivery conditions.

We respond to quotes via WhatsApp and email through a direct channel. For urgent requests, WhatsApp is the fastest channel. The response includes the exact scope of logistics, estimated timelines, and delivery conditions in writing.

Most equipment is produced to order and may require specific configuration, components, measurements, accessories, or preparation before shipping. Once we agree on the details and you confirm the order, we begin the production process.

Payment terms are defined in the quote and documented in writing before any payment is made. Before the order leaves the factory, the equipment undergoes pre-shipment inspection and the customer approves shipping with real evidence. We do not dispatch without prior approval.

Available payment methods are confirmed in the quote. All transactions are documented with an international commercial invoice. If you have a preferred payment method, please mention it when requesting your quote.

DDP is an international Incoterm where Full-Stage assumes all costs and risks until delivery to your address. It includes: industrial packaging and flight cases when applicable, sea freight, international cargo insurance, port clearance, complete customs management at origin and destination, payment of agreed import duties and taxes, and local inland freight to the confirmed address. Your price is fixed from the quote, with no surprise costs. Before any payment, you will receive in writing the exact scope of your logistics: mode, Incoterm, estimated timelines, confirmed destination, and delivery conditions.

We operate DDP shipments throughout the Americas, Europe, and the Middle East. In most countries in the Americas and Europe, logistics are fully enabled. In the Middle East we confirm country by country, as there are territories with difficult access and specific logistical restrictions. Confirm your country when requesting the quote and we will provide the exact terms applicable to your destination.

The estimated time is 30 to 90 days from departure from the factory to delivery at destination. The exact time varies depending on the route, destination port, and customs procedures. The final date is confirmed at the time of shipment. DDP transport is by sea; this time does not include the prior production period.

Your order moves through 12 documented stages: In Production → In Inspection → Left to Logistics Warehouse → Received at Warehouse → Waiting for Shipment → Shipped → In Transit → Arrival → Unloading → In Customs → Left to Local Warehouse → Left for Delivery. You receive direct WhatsApp updates at each logistics milestone. You also receive copies of commercial documentation: Invoice, Packing List, and Bill of Lading.

Your equipment is prepared with specialized packaging, including flight cases when applicable, designed to withstand international sea transport. Before dispatch, the packaging is verified during the pre-shipment inspection: the condition of internal packaging, boxes, flight cases, labels, and confirmation that everything corresponds to the agreed order is documented. The freight includes international cargo insurance.

Coverage applies from the confirmed delivery date at destination. By category: LED screens — 2 years; truss and structures — 2 years; roofs and stages — 2 years; professional lighting — 1 year; processors and controllers — per technical specifications; accessories and components — per product. The warranty covers manufacturing defects that affect normal operation within the applicable period.

Covers: manufacturing defects in modules, components, or assembly; remote diagnosis at no additional cost; 24/7 technical support via WhatsApp and email; spare part coordination when the failure requires it; post-sale advisory for operation and maintenance; follow-up until documented closure of the case. Does not cover: normal wear from use; impacts, drops, or physical damage; incorrect installation or assembly; voltage spikes or inadequate electrical supply; unauthorized handling or repair; humidity outside specification; overheating from poor ventilation; use outside recommended conditions; damage caused by third parties; products resold or transferred without authorization.

The process has 6 steps: (1) Contact — write to us via WhatsApp or email with order number, product, and description of the failure. (2) Technical evidence — we request photos, videos, serial number, usage conditions, and installation details. (3) Remote diagnosis — our team determines whether the failure is due to configuration, use, installation, component, or manufacturing defect. (4) Coverage validation — if the case is covered, we confirm the applicable solution. (5) Spare part coordination — when the covered failure requires a part, Full-Stage coordinates shipment directly. (6) Follow-up — we maintain communication until the agreed solution is closed and the equipment is operational.

Outside the warranty period, Full-Stage continues to respond. If the warranty does not apply, we can still diagnose the problem and coordinate the necessary spare part — the cost of the part and logistics is at the customer's expense. This applies even when the failure is not a manufacturing defect. Contact channel: WhatsApp or info@full-stage.com.

Yes. Full-Stage coordinates spare parts for the equipment we have sold. In the case of LED screens, spare parts typically include: reserve LED modules, power supplies, receiving cards, and cabling. When the failure is covered by warranty, the cost of the part does not apply — international logistics are defined in writing per case. The specific spare parts available vary by model and screen size, and are confirmed in the quote.

Warranty conditions for coordinated spare parts are defined in writing for each case, depending on the type of part and the commercial agreement. Consult when requesting the spare part so that the applicable coverage scope is documented.

Yes. The Full-Stage warranty includes post-sale advisory for operation and maintenance. Technical support covers: remote diagnosis (software, connections, power supplies), operational support (configuration, installation, usage conditions), and coordination of precise spare parts without needing to replace the entire unit. Direct channel 24/7 via WhatsApp and email, available to customers with active purchases across all time zones.

Treatment depends on the order stage at the time of request: before payment — no penalty; payment confirmed with no production started — reviewed in writing; production started — cancellation may not be accepted; equipment inspected or packaged — generally does not apply; order shipped or in transit — not accepted. Any exception is approved in writing. If you have questions about the current status of your order, contact us before making any formal request.

If the order is in the status "payment confirmed, no production started", Full-Stage will evaluate the best possible solution and respond in writing. The sooner the cancellation is communicated, the more options are available. If production has already started, cancellation may not be accepted or may incur non-recoverable costs already incurred.

Changes requested after production has started may generate additional costs depending on progress, since components and ongoing manufacturing cannot be reversed as in a retail purchase. Changes must be requested in writing and are evaluated by our team. We confirm feasibility and conditions before executing any modification.

Report the case as soon as possible — we recommend within the first 72 hours of delivery. Process: (1) Report via WhatsApp or email with order number. (2) Send evidence: photos, video, packaging, labels. (3) Keep the complete packaging — do not discard until resolved. (4) Do not install or use the equipment before reporting. (5) Full-Stage reviews and determines whether warranty, spare part, or logistics claim applies. (6) The solution is documented and communicated in writing. DDP freight includes international cargo insurance for transit damage cases.

DDP applies to the initial purchase: freight, customs, duties, and delivery to destination. Any subsequent logistics related to return, repair, reshipping, or customs procedures is reviewed in writing per case and cause of the problem. There are no automatic costs or fixed policies — each situation is evaluated with evidence and responded to in writing.

Write to us via WhatsApp or at info@full-stage.com with: order number, product description, case explanation, photos and videos. Our team will review your case, determine the correct category (warranty, technical support, spare part, or return), and respond in writing with the next step according to the order stage and applicable coverage.

Full-Stage does not accept automatic returns for: change of mind after purchase; late cancellation once production, inspection, packaging, or logistics have started; purchase errors not reported before production; incompatibilities not communicated during the quote; already installed, used, or tampered products; damage from incorrect installation, electrical issues, or misuse; shipped or in-transit orders. Each case is reviewed with evidence and responded to in writing.

Report the case immediately with photos, video, and order number. Include a clear description of the discrepancy against the agreed order. Keep boxes, flight cases, pallets, and labels until the case is resolved — they are key evidence. Full-Stage will review against the original order and determine the corresponding solution, documented and communicated in writing.

It is a documented verification process that Full-Stage performs on each order before it leaves the factory. It operates under the GII / ANSI/ASQ Z1.4 protocol with complete photographic evidence. Upon completion, a formal inspection report (FSR) is issued with a PASSED or FAILED result, defect metrics, and photographic documentation. The customer receives the evidence and approves shipping before dispatch — we do not dispatch without prior approval.

The inspection does not apply solely to LED screens. Screens receive the most complete review due to their investment and complexity. We also document truss, roofs, stages, lighting, spare parts, and accessories depending on the order scope. The level of review adapts to the equipment type: a large-format LED screen requires more detailed documentation than an individual accessory.

The inspection is carried out when production is complete and the equipment is ready for packaging and dispatch. The customer receives photographic evidence and the FSR report before the shipment is confirmed. Approval is prior to shipping — the customer reviews the equipment status with real documentation and confirms before it leaves the factory.

Yes. For LED screens, the review may include: power-on and image with solid colors, color uniformity, brightness and contrast, dead pixels, LED modules, power supplies, receiving cards, controller, cables and connectors, accessories, included spare parts, waterproofing test when applicable, cabinets and structure, finish and paint, internal packaging, boxes and flight cases, and labels. If the review detects a defect, it is corrected on the production line before shipping. The customer only approves when the review is satisfactory. The factory inspection does not replace local installation, permits, structural calculations, or electrical review at destination.

Equipment comes with 9 documented certifications: CE (LVD) under EN IEC 62368-1:2024 — electrical safety for the EU; CE (EMC) under EN 55032 + EN IEC 61000-3-2 + EN 61000-3-3 + EN 55035 — electromagnetic compatibility for the EU; UKCA (LVD) under BS EN IEC 62368-1:2024 — electrical safety for the United Kingdom; UKCA (EMC) under equivalent BS EN standards; RoHS under IEC 62321 series — restriction of hazardous substances; FCC under ANSI C63.4 (SDoC) — electromagnetic interference for the USA; ISO 9001:2015 under GB/T19001-2016 — quality management system; CCC under GB standards — mandatory certification in the People's Republic of China; TÜV Rheinland — German safety standards. View certificates and test reports at /en/pages/certifications.

The CE marking comprises two independent components: (1) CE LVD (Low Voltage Directive) under EN IEC 62368-1:2024 + A11:2024 — confirms compliance with European Union electrical safety directives; (2) CE EMC under EN 55032, EN IEC 61000-3-2, EN 61000-3-3, and EN 55035 — confirms electromagnetic compatibility compliance. Both certificates are available with test reports at /en/pages/certifications.

Yes in both cases. FCC (Federal Communications Commission) under ANSI C63.4 — Supplier's Declaration of Conformity — ensures compliance with electromagnetic interference standards for the US market. RoHS under the IEC 62321 series of standards guarantees that equipment is free of restricted hazardous substances. Both certificates and test reports are available at /en/pages/certifications.

Visit /en/pages/certifications where downloadable certificates and test reports are available for CE (LVD and EMC), UKCA (LVD and EMC), RoHS, and FCC. For other certificates (ISO 9001:2015, CCC, TÜV Rheinland) or for additional documentation required for specific import procedures, contact us directly via WhatsApp or at info@full-stage.com specifying the model and destination country.

Direct channel 24/7 via WhatsApp at +1 (305) 809-0614 and by email at info@full-stage.com. You can also contact us through the form at /en/pages/contact. For urgent technical support during an event or active transit, WhatsApp is the fastest channel with direct response and no bots.

Yes. Post-sale support includes: remote diagnosis (software, connections, power supplies), operational support (configuration, installation, usage conditions), coordination of precise spare parts without needing to replace the entire unit, and case follow-up until closure. Available to customers with active purchases across all time zones via WhatsApp and email.

Full-Stage operates with a direct channel 24/7 via WhatsApp and email. There is no time zone restriction — technical support and case handling is available to customers with active purchases at all times. For status updates during sea transit, you also receive direct communication at each relevant logistics milestone.

Write to us via WhatsApp or at info@full-stage.com with: order number, product description, detailed case explanation, photos and videos for support. Our team will review the case, classify it accordingly (warranty, technical support, spare part, or return), and respond in writing with the next step. Every claim is evaluated with evidence and responded to in writing.