Frequently Asked Questions
Find answers to common questions about Visionheng products, orders, shipping, returns, refunds, payments, and customer service.
Products
What products does Visionheng offer?
Visionheng offers fashion eyewear and sunglasses designed for everyday styling and personal expression.
Please review each product page for specific information about:
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Frame material
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Lens material
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Lens color
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Dimensions
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Product color
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Design
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Other applicable specifications
Will the product color look exactly the same as the photos?
We make reasonable efforts to display our products accurately.
However, actual colors, finishes, and reflections may vary slightly depending on:
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Lighting
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Photography
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Screen settings
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Device displays
Please review the product photos and description carefully before placing your order.
How do I know the size or dimensions of a product?
Where available, product dimensions and other specifications are provided on the applicable product page.
We recommend reviewing these details before ordering to determine whether the product is suitable for you.
Orders
How can I check my order status?
After your order has been shipped, tracking information will be provided when available.
If you have questions about an existing order, contact:
Please include your order number when contacting us.
Can I change my order after placing it?
If you need to change your order information, please contact us as soon as possible at:
We will make reasonable efforts to assist before the order enters fulfillment.
Once an order has entered processing or has been shipped, changes may no longer be possible.
Can I cancel my order?
Please contact us as soon as possible at:
We will make reasonable efforts to cancel the order if fulfillment has not yet started.
Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible.
If the order has already shipped, you may request an eligible return after delivery according to our Return & Refund Policy.
Shipping
Where does Visionheng ship?
Visionheng currently ships to eligible delivery addresses within the United States.
Shipping availability for your specific address will be confirmed during checkout.
How much does shipping cost?
Our current Standard Shipping rates for eligible U.S. orders are:
Orders of US$60.00 or more:
FREE Standard Shipping
Orders under US$60.00:
US$5.00 Standard Shipping
The applicable shipping charge will be displayed during checkout before payment is completed.
How long does order processing take?
Orders are generally processed within:
1–3 business days
Our regular processing days are:
Monday through Friday
Orders placed after the daily cut-off time, on weekends, or on applicable public holidays will begin their processing timeline on the next available business day.
What is the daily order cut-off time?
Our daily order cut-off time is:
2:00 PM Pacific Time (Los Angeles)
Orders placed after this time begin their processing timeline on the next available business day.
How long does shipping take?
After an order has been processed and handed over to the carrier, the estimated transit time is:
3–7 business days
What is the total estimated delivery time?
Our standard delivery estimate consists of:
Processing Time: 1–3 business days
Transit Time: 3–7 business days
Most eligible orders are therefore estimated to arrive within approximately:
4–10 business days
Delivery times are estimates and are not guaranteed.
Carrier delays, severe weather, public holidays, transportation disruptions, incorrect shipping information, or other circumstances outside our reasonable control may occasionally affect delivery times.
Where are U.S. orders shipped from?
Visionheng works with third-party logistics and fulfillment partners to process and deliver U.S. customer orders.
Orders are prepared and delivered through third-party logistics and fulfillment partners. The fulfillment location and carrier may vary by product and destination.
Which carrier will deliver my order?
The shipping carrier may vary depending on:
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Delivery destination
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Product availability
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Services available through our logistics partners
Tracking information will be provided after shipment when available.
How can I track my order?
Once your order has shipped, tracking information will be provided when available.
Please allow some time for the carrier's tracking system to update after a shipping label is created.
If you have questions about tracking, contact:
What if I entered the wrong shipping address?
Please contact us as soon as possible at:
We will make reasonable efforts to assist before fulfillment begins.
We cannot guarantee that an address can be changed after an order has been processed or shipped.
Returns & Refunds
What is your return policy?
Visionheng accepts eligible returns within:
30 days from the date of delivery
Returns are accepted for both:
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Damaged, defective, or incorrect products
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Eligible non-defective products, including change-of-mind returns
Please contact:
before returning any product so we can provide the applicable return instructions and return address.
What condition must a returned product be in?
Eligible returned products must be in:
New and unused condition
Returned products must remain unused and:
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Clean
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Undamaged
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Free from excessive wear
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Free from unauthorized alterations
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In resalable condition
Original packaging and included accessories should also be returned where applicable.
Can I return an item if I simply change my mind?
Yes.
Eligible non-defective products may be returned within the 30-day return period if they meet the conditions stated in our Return & Refund Policy.
For change-of-mind or other non-defective returns, the customer is responsible for return shipping costs.
How do I start a return?
Contact us first at:
Please include:
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Your order number
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The email address used for the order
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The item you would like to return
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The reason for the return
For damaged, defective, or incorrect products, please also provide clear photos showing the issue.
After reviewing your request, we will provide the applicable return instructions and authorized return address.
Where should I send my return?
Please do not send returns directly to our registered business address unless our customer service team specifically instructs you to do so.
Because Visionheng works with third-party logistics and fulfillment partners, the appropriate return location may vary depending on the order.
Contact:
before mailing any return.
What is the return method?
Eligible returns must be sent:
By mail
We currently do not offer:
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In-store returns
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Drop-off returns
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Direct exchanges
Who pays for return shipping?
For eligible non-defective or change-of-mind returns:
The customer is responsible for return shipping costs.
For verified damaged, defective, or incorrect products, Visionheng will provide the appropriate resolution.
Where a physical return is required for a verified damaged, defective, or incorrect item, Visionheng will reimburse the reasonable return shipping cost according to the return instructions provided by our customer service team.
What if I receive a damaged, defective, or incorrect item?
Please contact:
and provide:
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Your order number
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A description of the issue
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Clear photos of the product
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Photos of the packaging where applicable
We will review the information and provide the appropriate next steps.
Do you charge a restocking fee?
No.
Visionheng does not charge a restocking fee for eligible returns.
Restocking Fee: US$0
How long does it take to receive a refund?
After your returned product has been received, inspected, and approved, the refund will be processed to your original payment method within:
5 calendar days
Your bank, credit card company, or payment provider may require additional time to post the refund to your account.
Is the original shipping fee refundable?
For eligible non-defective or change-of-mind returns, original shipping charges are generally non-refundable.
For example:
If you paid a US$5.00 Standard Shipping fee for an order under US$60.00, that original shipping charge will generally not be refunded for a change-of-mind return.
For verified damaged, defective, or incorrect products, applicable shipping charges may be refunded where appropriate.
Do you offer exchanges?
No.
Visionheng currently does not offer direct exchanges.
If you would like another style, color, model, or product, you may return the eligible original item according to our Return & Refund Policy and place a new order separately.
What happens if my order is lost during shipping?
If your order appears to be lost, please contact:
Please include your order number and tracking information.
We may work with the shipping carrier or our third-party logistics partner to verify the shipment status.
If the shipment is confirmed to be lost and cannot be successfully delivered, we will provide an appropriate resolution.
Payment & Billing
What payment methods do you accept?
Available payment methods are displayed during checkout before an order is submitted. The methods shown at checkout are the current options available for that transaction.
We do not ask customers to send complete card details by email.
What currency will I be charged in?
Prices on our U.S. store are displayed and charged in:
U.S. Dollars (USD)
If your payment account uses another currency, your bank or payment provider may apply its own currency conversion rate or related fees.
Please contact your financial institution for details.
When do I pay for my order?
Payment is required during checkout to complete your purchase.
After your order has been successfully submitted, an order confirmation will be sent using the email address provided during checkout.
Why was my payment declined?
A payment may be declined for reasons including:
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Incorrect payment information
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Insufficient available funds
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Billing address verification issues
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Card issuer security restrictions
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Online payment restrictions
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International transaction restrictions
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Fraud prevention controls
If your payment is declined, please review the information entered and contact your bank or card issuer if necessary.
You may also use another payment method available during checkout.
Is my payment information secure?
Payment information is processed through the payment services available through our checkout.
Visionheng uses reasonable measures designed to protect customer information during the checkout process.
For more information about how personal and payment-related information is handled, please review our Privacy Policy.
Do you store my full credit card information?
Complete payment card information is generally handled by the applicable payment processing service rather than directly stored by Visionheng.
For more information, please review our Privacy Policy.
Can I change my payment method after placing an order?
Once an order has been successfully submitted and payment has been processed, the payment method generally cannot be changed for that order.
If you experience a payment or order issue, contact us as soon as possible at:
Customer Support
How can I contact Visionheng?
For questions about products, orders, shipping, returns, refunds, or payments, please contact:
Email: service@visionheng.com
Telephone: +852 9509 4796
Who operates Visionheng?
Visionheng is an eyewear brand operated by:
CHENHENG CO., LIMITED
Registered Address:
Unit 1 on 22nd Floor, The Cloud
No. 111 Tung Chau Street
Tai Kok Tsui, Hong Kong
Email: service@visionheng.com
Telephone: +852 9509 4796
For customer service or return requests, please contact service@visionheng.com before sending any product to our registered business address.