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 Hong Kong Post (Registered Airmail / e-Express service) ff 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. *Please note that there would be a 30USD charge for shipping to Australia which is not included in the free shipping.
Q3: How long does it take to arrive?
A3: For economy service, the parcel normally takes around 7-10 days to arrive for e-Express service and 14-21 days to arrive for Registered Airmail service. Sometimes faster. Sometimes slower. The tracking status may not be as detailed as Expedited shipping service. For Expedited shipping (available to selected countries only), it normally takes around 3-7 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.
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 email@example.com 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: Does the price include VAT/GST/duty?
A6: This price does NOT include VAT/GST/duty. Similar to purchasing in other foreign webstores, there is a chance that the customs will impose duty/VAT/GST when the parcel is shipped from foreign countries to your country. Of course, there is a chance that you wont get taxed either. Venus Optics will NOT take any responsibility on the extra fees arisen and will NOT accept refund/return of your order. Please check with the custom department in your country before making a purchase. Please note that we, by default, declared the parcel as $100 (or lower) if there is no special requirement received.
Q7: What about the warranty?
A7: We currently offer 3 years warranty from the time you received the lens. Please keep your receipt and send the repair inquiry to firstname.lastname@example.org. 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.
Q8: I am having issues using PayPal checkout. What can I do?
A8: You may send your order to email@example.com and arrange the payment over to our PayPal account (id= firstname.lastname@example.org) directly. We will update our system internally.
Q9: What if I changed my mind about a purchase. Can I return and get a refund/replacement?
A9: 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.