What currency will I pay in?
AQWANO's United States storefront charges orders in US dollars (USD). Check your order details and final total before completing checkout.
Which payment methods can I use?
Use a payment option displayed for your order at checkout. Availability may depend on your location and order. Our Payment Methods page explains where to find the current options.
Where do you ship?
We serve United States addresses supported at checkout. Orders are dispatched from our registered office in Hong Kong; see our Shipping & Delivery policy for the full dispatch address. Our authorized U.S. address handles returns only. If a country, region or address cannot be selected or served, we cannot currently deliver there. Temporary carrier restrictions may affect availability.
How much does delivery cost?
Standard shipping is free for all supported orders, with no minimum order value. If an upgraded service is offered, its additional price is shown before payment.
Will there be import charges on delivery?
Orders ship duty paid. Applicable taxes, import duties and import-related fees are included in the checkout total. If a carrier unexpectedly requests a payment, contact customer care before paying so we can review it.
When will my order arrive?
For standard, non-custom goods, preparation takes an estimated 2–3 business days, followed by 5–7 business days in transit to supported United States addresses. The estimated total is 7–10 business days from the applicable processing start date.
The order cutoff is 2:00 p.m. (14:00) Los Angeles local time, America/Los_Angeles (PST/PDT), Monday through Friday. Orders with payment confirmed before the cutoff enter processing that business day. Orders confirmed at or after the cutoff, on weekends or on public holidays start on the next business day. Preparation and total delivery estimates run from that date. Business days exclude weekends and public holidays.
If a prescription or custom option is offered and selected, it may need additional preparation. Estimates can be affected by required checks, customs, severe weather and carrier delays. Review delivery information at checkout or ask us before ordering. See Shipping & Delivery.
How do I track my order?
After dispatch, we email available tracking information. Contact us with your order number if you need help finding an update.
Can I change or cancel an order?
Email us as soon as possible with your order number and requested change. We will check the order status and confirm your options. A change may no longer be possible after dispatch or after any offered made-to-order preparation has started. Applicable statutory cancellation rights are explained in our return policy.
Can I correct my delivery address?
Send us your order number and the complete corrected address as soon as possible. We will confirm whether it can still be changed before dispatch.
Can I return my eyewear?
You can request a return for eligible non-custom goods within 30 days of delivery, including a change of mind. Goods must be unused, unworn and in their received condition, with original packaging and accessories.
If offered, prescription and made-to-order lenses are excluded from change-of-mind returns. Goods marked Final Sale or Clearance before purchase are excluded from the additional voluntary period. Rights concerning faults, damage, wrong items or inaccurate descriptions remain protected. Read Returns & Refunds for the full conditions.
Who pays return shipping?
For a change-of-mind or style-preference return of eligible non-custom goods, you pay the actual return shipping cost and arrange and purchase your own return shipping label. We do not provide or reimburse a return label for these returns.
For goods that are faulty, damaged, incorrect or not as described, we cover reasonable standard return postage. Where available, we provide a prepaid return label. If a prepaid label is unavailable, we give posting instructions and reimburse reasonable standard postage after receiving proof of postage.
You pay additional costs caused by choosing an upgraded, express or unapproved return method.
Is there a restocking fee?
No. We do not charge a restocking fee or deduct a restocking charge from your refund.
How do I request a return, and where does it go?
Email service@aqwano.com with your order number and the items. A reason is optional; photos help us assess product problems. Contact us before posting for instructions. Our authorized U.S. returns address is 302 Wilsons Creek Bnd, Bonaire, GA 31005-3848, United States, as listed in the return policy. Our Hong Kong registered office does not receive returns.
Can I exchange an item?
Eligible unused, non-custom goods can be exchanged subject to availability. We also arrange replacements for goods that are faulty, damaged, incorrect or not as described.
When will my refund appear?
Within 10 calendar days after we receive your return, we complete our inspection, email you the outcome and issue any approved refund to the original payment method. Your bank or payment provider may need additional time to make the credit available in your account, so this is not an account-credit deadline.
Who operates AQWANO, and how can I contact you?
AQWANO is operated by Sheenny International Co., Limited. Email service@aqwano.com or use WhatsApp at +852 9441 9454. Our Contact Us page lists the registered office, authorized U.S. returns address and customer care hours.