Frequently Asked Questions
Q1: Where do you ship the products from?
A1: All products are shipped directly from our Hong Kong warehouse.
Q2: Which logistics company do you use?
A2: We typically ship via FedEx, UPS, or DHL.
Economy Shipping: Standard tracking is available.
Expedited Shipping: We use FedEx International Priority by default.
Note: We reserve the right to select or change the carrier at our discretion without prior notice.
Q3: How long does it take to arrive?
A3: Delivery timelines depend on the shipping method:
Economy Shipping: Approximately 7-10 business days.
Expedited Shipping: Approximately 3-6 business days.
Important: These are estimates only. Venus Optics is not responsible for delays caused by customs, couriers, or other external factors. We do not accept refund or cancellation requests due to delivery delays.
Q4: Can I request an expedited delivery?
A4: Yes. If you have already placed your order and wish to upgrade to expedited shipping, please contact contact@laowa.com immediately for a shipping quote and arrangements.
Important: Please note that delivery delays do not entitle the buyer to a refund or order cancellation. All sales remain final.
Q5: What is the currency shown in the webstore?
A5: All prices are listed in US Dollars (USD).
Q6: What about the warranty?
A6: We provide a 3-year warranty starting from the date of receipt.
To claim: Keep your receipt and email your inquiry to support@laowa.com.
Note: This warranty applies strictly to webstore purchases handled directly by us. Local distributors will not handle warranty services for items bought from our official webstore.
Q7: I am having issues with the payment or order. What can I do?
A7: If you encounter any issues during the checkout process, please contact contact@laowa.com directly for assistance and alternative payment arrangements.
Q8: What if I changed my mind about a purchase? Can I get a refund?
A8: We want you to be confident in your purchase, so please review your order carefully, as we currently do not accept returns or provide refunds for changes of mind. Replacement is only available for lenses with verified optical or manufacturer defects.
Q9: Does the price include VAT/duty?
A9: The price does NOT include any VAT or import duties. Buyers are solely responsible for any such charges imposed by local customs.
Note: If a shipment is returned to us because of a refusal to pay custom charges or due to an incorrect shipping address, all associated costs including original and return shipping fees and any incurred taxes will be deducted from your refund on the order.
Q10: What if I encountered an issue with the product?
A10: We provide solutions based on the following conditions:
Within 14 days (DOA or defects): For orders placed through the Laowa official webstore, we will cover round-trip shipping and arrange a replacement after the defective unit is returned.
After 14 days: The product will be covered under warranty repair. The customer is responsible for shipping to our warehouse, while we will cover the return shipping costs.
Q11: What is your return policy?
A11: As stated in our terms, we do not offer refunds once a purchase is completed. For products found dead on arrival (DOA) or defective within the first 14 days, we provide a replacement service (please refer to Q10 for details).
Q12: What should I know about Pre-order items?
A12: The estimated delivery date for pre-order products is subject to change due to production or logistics factors. While we strive for timely dispatch, please note that any delays do not constitute grounds for a refund.
Q13: General Terms and Conditions
A13: Venus Optics reserves the right of final interpretation and may amend these terms at any time without notice. We reserve the right to refuse or cancel any order, including, but not limited to, cases of suspected fraud or malicious intent. All product images are for illustrative purposes only. In case of disputes, our records shall be final, and all transactions are governed by the laws of Hong Kong SAR.
**By placing the order, you acknowledge and accept these terms.**
