Frequently Asked Questions
Q1: Where do you ship the products from?
A1: All the products will be shipped from our Hong Kong warehouse.
Q2: Which logistics company do you use?
A2: We currently ship via Fedex/UPS/DHL or faster service if the Economy Shipping is chosen. Tracking status can be traced via http://www.hongkongpost.hk/. For Expedited shipping option (available to selected countries only), we currently use Fedex International Priority service by default. We reserves the right to change to another logistics company without prior notice.
Q3: How long does it take to arrive?
A3: For Fedex economy service, the parcel normally takes around 7-10 days to arrive. Sometimes faster. Sometimes slower. For Fedex Expedited shipping (available to selected countries only), it normally takes around 3-5 days to arrive. Please note that there are a lot of unforeseeable factors which will affect the delivery schedule (including but not limited to customs delay, couriers delay, etc). So please use the estimates as a reference only. We advised you to check with your local dealers for purchase if you need to catch a specific date. Venus Optics will not accept any refund/order cancellation due to the extended delivery time. We may upgrade the shipping service to Expedited without advance notification.
Q4: Can I request an expedited delivery?
A4: In cases we have ready stocks to fulfil your order, we are fine to arrange expedited delivery (via TNT/Fedex) upon request if no expedited delivery options are available during check-out. Please contact us via contact@venuslens.net for the shipping quote. Again, Venus Optics will not accept any refund/order cancellation due to the lapse of the delivery time.
Q5: What is the currency shown in the webstore?
A5: The currency is in US Dollars.
Q6: What about the warranty?
A6: We currently offer 3 years warranty from the time you received the lens. Please keep your receipt and send the repair inquiry to support@venuslens.net. All lenses purchased from our webstore will have warranty service provided by us directly. Our local distributor will NOT handle warranty for our webstore purchase.
Q7: I am having issues using PayPal checkout. What can I do?
A7: You may send your order to shipment@venuslens.net and arrange the payment over to our PayPal account (id=payment@venuslens.net) directly. We will update our system internally.
Q8: What if I changed my mind about a purchase. Can I return and get a refund/replacement?
A8: Please think carefully before placing the order. We currently can only arrange replacement if there are ANY optical/defective issues found on the lens. All sales is final and we do NOT accept any return/refund request.
Q9: Does the price include VAT/duty?
A9: The price does NOT include any VAT or duty and the buyer will be responsible for them if there is any VAT/duty arisen.
Q10: What if I encountered an issue with the product?
A10: If the product is found dead on arrival (DOA) or is not working within the first 14 days of receipt, we will take back the products and arrange the replacement for you. (We will pay for both shipping). If the product is found defective outside this window, we will arrange warranty repair. For warranty repair, customer will need to pay for the shipping to our warehouse and we will pay for the returned shipping.