Orders & Shipping

• Use the tracking link in your shipping confirmation email

• Or enter your tracking number directly on the carrier's site — FedEx, UPS, DHL, or USPS

If nothing has moved in your tracking status within 48 hours of the shipment notification, contact us at hey@vonder.ai. Please note: weekends and holidays are not counted toward the 48-hour window.

1. 01

   Check the delivery area — doorstep, porch, building front desk.

2. 02

   Ask household members or neighbors if they accepted the package.

3. 03

   Allow 1–2 business days. Carriers occasionally mark packages delivered before the final drop-off.

4. 04

   If it still hasn't turned up after 2 business days, contact us at hey@vonder.ai with your order number and we'll open an investigation with the carrier.

1. 01

   Retain the original packaging.

2. 02

   Take clear photos or a short video of the outer box and the product, before and after opening.

3. 03

   Email us with your order number, photos or video, and a brief description.

Delivery issues and shipping-damage claims must be reported within 30 days of the delivery date.

• In-stock items are typically prepared and shipped within 1–2 business days

• For pre-order items, the product page will indicate the estimated shipment start time (e.g., “Shipment starts in Nov”)

• Weekends and federal holidays may impact processing speed

• During holiday seasons, processing may be slightly delayed; please allow additional time when placing orders

• We may process and ship parts of an order separately

A binding contract of sale is formed only when we send you a shipping confirmation.

We may cancel or refuse any order, in whole or in part, at any time prior to shipment (including where the product is unavailable, there is a pricing or description error, you exceed our permitted order quantity, we suspect fraud or unauthorized payment, or we are required to do so by law).

VONDER offers two shipping methods depending on your destination:

• Standard Shipping: Available for all regions

• Express Shipping: Available for the US only — Express options will not be displayed at checkout for other regions. Express shipping is available for an additional fee.

The most up-to-date shipping options and fees are displayed at checkout. Actual delivery times vary by product type and lens type. See Estimated Delivery Times below for details.

• Shipping fees are calculated at checkout based on your destination and selected shipping method

• VONDER offers free standard shipping on qualifying orders. Free shipping thresholds may vary by region

• For the most up-to-date shipping options and fees, please refer to checkout

• Currently available for pre-order, shipping begins in November

• Express shipping options are available for orders within the US

• Standard delivery times are 3–5 business days for express shipping and 6–12 business days 
for standard shipping. Delivery to other international regions takes 6–12 business days.

We ship to selected destinations across North America, Europe, and other regions. The current list of supported destinations is shown at checkout. If your location is not supported, you'll be notified at checkout. For confirmation before ordering, contact hey@vonder.ai.

VONDER Products may not be available in all territories. We may, in our discretion, limit or restrict access in certain territories where required by law or for operational reasons.

• US, Canada, and Australia: Product prices are listed in USD and do not include sales tax. Applicable sales tax is calculated based on your state or region’s policy and added at checkout.

• Other Non-US regions: Prices at checkout include VAT (Value Added Tax). The price displayed at checkout is the final amount you will pay for the product itself.

• International orders may be subject to customs duties assessed by your local customs upon arrival, depending on your country’s import regulations

• VONDER covers all customs duties. You will NOT be required to pay any additional customs duties upon delivery.

• Please note: VAT collected at checkout is separate from customs duties. While VONDER covers all customs duties, any local sales tax or VAT policies stated above still apply

• These fees are not included in VONDER’s shipping charges, as set forth in our Terms of Service

All requests for address changes must be submitted within 24 hours after placing your order. Once an order has been marked as fulfilled (shipped), we are unable to modify the shipping address. Please reach out to customer service promptly at hey@vonder.ai if you need to update your address before this window expires.

• From time to time, we may make products available for pre-order in advance of general release

• The price of a pre-ordered Product will be as quoted at the time of pre-order

• We may fulfill pre-orders in batches, and each batch becomes a separate contract upon shipping confirmation

• If we are unable to fulfill a pre-order, in whole or in part, you are entitled to a full refund of any amount paid for the unfulfilled portion

• Unless we state otherwise, risk of loss or damage to a Product passes to you upon delivery to the address you provided at checkout.

• You have 30 days from the delivery date to notify us of any missing, wrong, or damaged Product.

• We may, in our discretion, replace, repair, or refund affected Products in accordance with our VONDER Warranty Policy.

Most VONDER products are eligible for return or exchange within 30 days of delivery.

For custom eyewear orders, including prescription lenses or other made-to-order lens configurations, orders may be modified or canceled within 24 hours of purchase. After this period, production begins and no further changes or cancellations can be accommodated.

Custom orders are not covered by the standard 30-day return policy unless there is a confirmed product-related issue.

If you experience a product-related issue, please contact customer service at hey@vonder.ai with your order number and details of the issue. Once reviewed and confirmed, VONDER may provide an appropriate resolution, including a return, replacement, or exchange where applicable.

This policy applies to products purchased directly from VONDER.

To initiate a return or exchange, contact customer service at hey@vonder.ai with your order number.

• To be eligible for a return, the product must be returned in good condition with all original components and accessories included with your order, including the glasses, case, charging cable, and any other included accessories

• Products showing excessive damage, misuse, unauthorized modification, or missing major components may not qualify for a full refund

• Original shipping charges, expedited shipping charges, and other delivery fees are non-refundable, except for returns due to a product defect or a VONDER error, or where required by law (for example, when customers in the EEA or UK exercise their statutory right of withdrawal)

• Refunds will be issued to the original payment method after the returned product has been received and inspected

• We may decline returns where there is evidence of abuse of this policy, such as excessive or repeated returns. This does not affect your statutory rights

• Personal reasons (change of mind, ordering error): return shipping is paid by the customer

• Product defect or VONDER error: VONDER will provide a prepaid return label

You are responsible for providing an accurate and valid prescription and pupillary distance (PD), where required.

If your lenses were made incorrectly (for example, they do not match the prescription you submitted), contact us at hey@vonder.ai within 30 days of delivery with your order number, the prescription you submitted, and photos of the received lenses. If we confirm a production error, we will remake the lenses at no charge.

If you submitted incorrect prescription information, contact us as soon as possible. We will review the available options based on the status of your order.

If you would like a different frame, color, lens option, or prescription configuration, please contact VONDER Support. Depending on the circumstances, we may process the request as an exchange or ask you to return the original product and place a new order.

• For approved exchange requests, you need to send back the original item first

• We will ship the replacement product only after we receive and inspect your returned item

• Once inspection is complete, we will arrange the replacement shipment as soon as possible

After we receive and inspect your returned product, we will issue your refund using the original payment method. Processing times may vary by payment provider.

For customers in the EEA or UK exercising their statutory right of withdrawal, we will issue your refund within 14 days of receiving the returned goods or of your providing proof that you have sent them, whichever occurs first.

• Pre-orders may be cancelled at any time before your order ships

• Once products are in stock and available for immediate purchase, the standard cancellation policy applies: you may cancel your order within 24 hours of placing it

• After 24 hours, the order enters production and shipping preparation and can no longer be cancelled

• This policy will be clearly communicated, and you will be asked to confirm your understanding at checkout

• Once an order has been shipped, cancellation is not available

• EEA Customers: You are entitled to a two-year legal guarantee of conformity. If the product does not match the description, you may request, free of charge, repair, replacement, a proportional price reduction, or contract termination and refund (where applicable).

• UK Customers: Under the Consumer Rights Act 2015, goods must match their description. You may have a short-term right to reject the goods and receive a refund within 30 days of delivery, and thereafter the right to repair or replacement.

• Australian Customers: Under the Australian Consumer Law, goods must match their description. For a major failure, you are entitled to a replacement or refund; for a minor failure, you are entitled to repair or replacement.

Purchases made through third-party marketplaces or retailers (such as Amazon, Best Buy, eBay, or other sellers) are governed by the return policy of the seller or marketplace from which you purchased. Please follow the return instructions provided by the seller or platform.

• Restore your product to factory settings to remove all personal data before returning it. VONDER is not responsible for any loss of data if the product is not reset

• Retain the original packaging and all accessories

• Use a trackable shipping method. VONDER is not responsible for packages lost in transit without proof of tracking

• Contact us as soon as you notice an issue so we can assist you promptly

We may update this Return Policy from time to time. The policy in effect at the time of your purchase applies to your order.

• Your VONDER product is covered by a 365-day Limited Warranty starting from the date of delivery

• For products purchased from an authorized retailer, the warranty period starts from the date of purchase shown on your proof of purchase

• Customized eyewear, including prescription, tinted, and photochromic lenses, is covered by the same 365-day Limited Warranty.

• The warranty does not cover scratches or other damage resulting from normal wear and tear

Examples of issues covered under normal use include:

• Hardware or electronic component failure

• Charging or battery defects not caused by misuse or normal battery aging

• Microphone, speaker, sensor, touch control, switch, or connectivity failures caused by a manufacturing defect

• Frame or structural defects resulting from materials or workmanship

• Lens manufacturing defects (see Section 5, Prescription Lens Warranty)

• Lost or stolen products

• Accidental damage, including drops, impacts, crushing, or other physical damage

• Liquid damage, including corrosion (see Liquid Exposure below)

• Misuse or mishandling, including use not in accordance with the product instructions

• Normal wear and tear, including cosmetic scratches to the frame or lenses from ordinary use or improper care

• Unauthorized repairs, modifications, or alterations

• Damage caused by incompatible or non-VONDER accessories or components

• Normal reduction in battery capacity over time (see Battery below)

• Issues caused by incorrect prescription information provided by the customer

Battery capacity naturally decreases with use and charging cycles. Normal capacity reduction is not a manufacturing defect. A battery that fails prematurely due to a defect in materials or workmanship is covered.

VONDER Intelligent Eyewear is rated IP54 and is sweat and water resistant for everyday wear, workouts, and light rain. It is not waterproof. Sweat and water resistance are not permanent and may decrease over time with normal use.

Liquid damage, including corrosion, is not covered by this warranty. To help protect your glasses:

• Do not wear them while swimming, showering, or bathing, or in a sauna or steam room

• Do not submerge them or rinse them under running water

• Do not charge them while they are wet or sweaty

• After a workout or exposure to rain, wipe them with a soft, dry cloth and make sure the temple tips and charging contacts are completely dry before charging

We assess liquid exposure using the built-in liquid contact indicator and internal inspection. Products with liquid damage may be eligible for paid repair where available.

Contact us at hey@vonder.ai within 7 days of delivery if your product:

• Arrives with physical damage, such as cracked or scratched lenses or a damaged frame;

• or has a hardware defect that prevents normal use

Please include your order number and photos or a short video of the product and its packaging, and keep the original packaging. Once verified, we will replace your product with a new unit. We will send you a prepaid return label, and the replacement will ship once we receive the original product. Replacement timing depends on product availability and, for prescription orders, lens production.

Issues reported after 7 days are handled under our standard warranty process, which includes an inspection to determine whether the issue is covered. This does not affect your right to return the product within 30 days under our Return Policy, except for custom orders which are not covered by the standard 30-day return policy unless there is a confirmed product-related issue.

Customized lenses are covered for 365 days against defects in materials and manufacture.

If your lenses were made incorrectly (for example, they do not match the prescription you submitted) or were improperly installed, contact us within 30 days of delivery with your order number, the prescription you submitted, and photos of the lenses. If we confirm a production or installation error, we will remake the lenses at no charge.

You are responsible for providing an accurate prescription and pupillary distance (PD). Lenses made according to incorrect information you provided are not covered by this warranty.

Contact us at hey@vonder.ai and include the following in your first message:

1. 01

   Your order number and the email address used to place the order

2. 02

   A description of the issue: what happens and when it started

3. 03

   Photos of the product, including the affected area and the serial number

4. 04

   A short video (10–30 seconds) showing the issue. For issues that cannot be shown on video, such as audio, connectivity, or intermittent issues, describe the steps to reproduce it and when it occurs

For hardware issues, also note what the indicator light does, any tones you hear, and whether the issue occurs on or off charge.

Complete information in your first message helps us review your claim without additional back-and-forth. If anything is missing, we will let you know what we need before the review begins.

Once we receive the required information, we will review your claim and let you know the outcome and next steps. If we need anything else from you, we will let you know.

If your product has a covered defect within the warranty period, we will repair it, replace it, or provide a software update so that it works as intended.

• Replacement products may be new, refurbished, or re-manufactured, and are equivalent in function to the original

• Replaced products or parts become the property of VONDER

• A repaired or replacement product does not restart or extend the original warranty period

• If a repair or replacement is not reasonably possible, we may offer a partial refund of the purchase price

If we determine that the issue was caused by an accident, misuse, or another cause not covered by this warranty, the claim will not be covered. You may be eligible for our paid repair service instead.

For issues not covered by this warranty, paid repair may be available. Where it is, we will provide a quote before any work begins, and no paid repair will be carried out without your approval.

• Restore the product to factory settings to remove your personal data. VONDER is not responsible for data loss if the product is not reset

• Replacement products will not contain data from the original product

• Remove any personal items or decorations. VONDER is not responsible for the loss of or damage to these items

• For covered warranty claims, VONDER pays reasonable shipping costs and applicable customs costs

• For issues not covered by this warranty, shipping and related costs are the customer’s responsibility

• Returning a product from a country or region other than where it was purchased requires prior approval from VONDER. Customs duties and related fees are the customer’s responsibility

This Limited Warranty covers only products purchased directly from VONDER or from VONDER’s authorized retailers.

For purchases from an authorized retailer, returns are handled under that retailer’s return policy. Warranty claims can be submitted directly to VONDER at hey@vonder.ai with your proof of purchase (order confirmation, receipt, or invoice).

During the after-sales service process, VONDER is responsible only for product loss or damage that occurs during shipping or repair services arranged by VONDER. VONDER is not responsible for any data loss unless it results from our failure to exercise reasonable care and skill.

This Limited Warranty is provided in addition to any statutory rights you may have under the laws of your country or region of residence, and does not limit or affect those rights. Where local law requires a longer warranty period than stated here, the period required by local law applies.

We may update this Warranty Policy from time to time. The policy in effect at the time of your purchase applies to your product.

For questions about warranty coverage or to make a claim, contact us at hey@vonder.ai. Before reaching out, try these quick steps: charge with both temple arms attached, install any pending firmware update, and follow the relevant troubleshooting guide.

When contacting support, please include:

• Your account email

• Glasses serial number and model

• Firmware version, app version, and phone model / OS

• A clear description of the problem and what you have already tried

Please do not send sign-in codes (as text or screenshots), the content of your notes (a date and time is enough for missing or incorrect note investigations), or audio files (original audio is deleted after transcription).