Shipping policy

• Estimated Delivery: Delivery time depends on your geographical location and the efficiency of the carrier. Under normal circumstances, the estimated delivery time after you receive the logistics tracking number is as follows:

North America, Europe, Oceania, Middle East, and North Africa: 5–7 business days; and East Asia: 3–5 business days.

Legal Notice: The above timeframes are estimated only and do not constitute a legally binding guarantee. Actual delivery times may vary due to factors beyond our control, including but not limited to customs clearance procedures, weather conditions, and public holidays.

※ In certain remote areas, it may not be possible to specify an exact delivery date or time, and delivery may not be completed on the requested schedule even if such a date or time is specified.

Customs and Duties

For international orders (shipments to destinations outside the country of origin), your package may be subject to customs duties, import taxes, and other related fees imposed by the customs authority of the destination country. All such fees shall be borne by the recipient (i.e., you). Even Realities has no control over and cannot predict these fees. We recommend that you contact your local customs office prior to placing an order for more information regarding applicable policies. In the event that a package is returned or destroyed due to the refusal to pay customs duties or related fees, all resulting losses shall be borne by you.

Shipping Restrictions

If your country or region is not included in the supported areas under this Shipping Policy, the services and support provided by Even Realities will be subject to the following limitations:

• Ordered products will not be shipped.
• The Return Policy will no longer apply.
• Service Availability: Repair services are subject to availability and may be limited in regions not covered by our logistics network.

If you require mail-in repair services from a restricted area, we will make every reasonable effort to assist you in arranging a carrier for shipment. However, due to logistics costs and local regulations, the following considerations apply:

• If the issue is covered under warranty, you will be required to bear the portion of shipping fees exceeding the standard rates specified in this Policy.
• If the issue is not covered under warranty, you will be responsible for the entire shipping fees.

In all cases, your cooperation in customs clearance and other related procedures will be required to ensure that the service can proceed smoothly.

Order Tracking

Upon successful placement of your order, you will receive an order confirmation email confirming your order details.

Once your products have been dispatched, you will receive a shipping notification email that includes your order number, carrier information, and package tracking number. You may also track the status of your order using the tracking details provided in the email.

Updates regarding order modifications, refund processing, and shipping status will likewise be communicated to you in real time via email.

If your tracking information does not update within 10 business days, please contact support@evenrealities.com.

Delivery Conditions and Transfer of Risk

To the extent permitted by applicable law, risk of loss shall transfer under the following circumstances: when the goods are handed over to the carrier upon dispatch from our warehouse, or when the products arrive at the designated delivery location and are signed for by the buyer or the buyer’s authorized representative. Please inspect the products promptly upon receipt. If you discover any damage, defects, or discrepancies with your order, please contact us within 7 days of receiving the package at support@evenrealities.com, and provide clear photos or videos as evidence.

Failure to Deliver on Schedule

If delivery cannot be completed due to incorrect address information, absence of the recipient, restricted access, or similar circumstances, the goods will be temporarily held at the designated warehouse. The buyer and seller shall reach an agreement within 5 calendar days regarding either redelivery or order cancellation. In the case of cancellation, the matter will be handled in accordance with the Return Policy. If the buyer fails to arrange delivery within the specified period, resulting in logistical issues or damage to the goods, Even Realities shall not be held responsible for any related losses.

Prescription Orders

If your order includes frames fitted with prescription lenses, such products are custom-made according to your individual specifications. Therefore, once production has begun (typically within 24 hours after the order is placed), the order cannot be canceled or modified. For further details, please refer to our Return Policy.

Additional Terms for Customers in the European Union and the United Kingdom: You are generally entitled to a statutory right of withdrawal within 14 days of receiving the product, allowing you to return the product without providing any reason. However, this right does not apply to products that are custom-made or clearly personalized according to your specifications. All of our prescription glasses fall under this category of personalized products, and therefore is not eligible for the right of withdrawal within 14 days of receiving the product.

Important Notices

• If your order consists of non-customized products, you may contact us to cancel the order prior to shipment.
• Please verify your delivery address before placing the order. If you need to modify the delivery address, email us before the order is dispatched (at support@evenrealities.com). Once an order has shipped, order information cannot be changed.
• If any force majeure event results in damage to our products during shipping, please contact us immediately upon receipt (at support@evenrealities.com). We will assist you in resolving the issue.
• Please note that notification emails will be sent to the email address you provide at checkout. If the email address provided is invalid or not actively used, we will not be responsible for any risk or loss arising therefrom.
• If your order has already been shipped and you change your mind, please do not simply refuse the package. To cancel your order, please contact us (at support@evenrealities.com) and explain the situation. We will provide a cancellation solution based on the specific circumstances. We will not be responsible for any loss or damage resulting from refusal of delivery.
• If you have not received your order, please contact us (at support@evenrealities.com) within 7 days after the delivery date suggested by the carrier’s official tracking system. Otherwise, we will not be held liable for any loss arising therefrom.
• Please note that shipping labels provided by Even Realities for after-sales services may have a limited validity period. You must use the label within the specified timeframe; failure to do so before the label expires may affect the processing of your after-sales service request.
• The above terms do not constitute a guarantee regarding the regulations of any specific countries or regions. Actual taxes, compliance requirements, and shipping fees are subject to prevailing local conditions.