Question 1

What is the lead time for your machines?

Accepted Answer

Zero. Our machines are kept in-stock so that they ship as soon the purchase is complete. Customizations may take 1-2 weeks. If we do happen to be out of stock at the time an order is placed, we can typically ship within 1 week.

Question 2

What are your payment terms?

Accepted Answer

We require 100 % PIA (payment in advance). This helps us keep our in-stock promise.

Question 3

Do you make custom machines?

Accepted Answer

Generally no, but we do have a full development pipeline. If your custom machine aligns with a product that we're already developing, we can work to expedite it for you. And we can customize our existing products in many cases. Please ask.

Question 4

Can you customize a machine for us?

Accepted Answer

Yes, depending on the customization. For example, if you need a shorter version of our coil winder, we can do that. It just depends on the requirements. Please ask us directly to be sure.

Question 5

How long have you been in business?

Accepted Answer

Pilot Line started in 2022.

Question 6

Are your machines CE marked?

Accepted Answer

Not yet, but as of June 2025, we're working to get our Hydrophilic Coater CE marked with more machines to follow.

Question 7

Do your machines come with a warranty?

Accepted Answer

Yes. Every machine includes a 6-month warranty on all components and a lifetime warranty on 3D-printed parts. For ongoing coverage, our Comprehensive Machine Support extends the warranty indefinitely, with free replacement parts and 24-hour support.

Question 8

How do I flash a new OS onto my machine's USB flash drive or microSD card?

Accepted Answer

This applies to Pilot Line machines whose operating system runs from a USB flash drive or microSD card. You can reload it with a Windows or Mac computer. This erases everything on the drive or card.Log in to our Downloads page (https://www.pilotlinetools.com/resources) and download the OS image (.zip) for your machine.Install Raspberry Pi Imager from https://www.raspberrypi.com/software/.Plug your machine's USB flash drive or microSD card into your computer (use a card reader if needed).In Imager, set Device to "No filtering". Under Operating System, choose "Use custom" and select the downloaded .zip file (no need to unzip it).Under Storage, select the drive or card and click Next. Review the summary and click Write.After a few seconds, the "I understand, erase and write" button appears. Click it to start flashing, then wait for writing and verifying to finish.Eject the drive or card. With the machine powered off, plug the drive or card back into the machine, then power on.Need help? Contact us and we'll walk you through it.

Frequently Asked Questions