Frequently Asked Questions

We default to USD (United States Dollar) for settlement. We also support automatic conversion for over 20 currencies (including EUR, GBP, JPY, AUD, CAD, etc.), with exchange rates updated every 30 minutes. The real-time converted amount will be displayed during checkout.

Possible reasons include:

• Cross-border transaction processing fees charged by your card-issuing institution (usually 1.5% - 3% of the transaction amount);
• Value-Added Tax (VAT) or Goods and Services Tax (GST) applicable in your region at order settlement;
• Service fees potentially charged by banks during international money transfers.

After your order is shipped, a tracking number will be automatically sent to your reserved contact info via SMS or email. You can check shipping status via our official website's "Order Tracking Portal" or by visiting the official site of our logistics partner (e.g., DHL, FedEx) and entering the tracking number.

We provide the following customs clearance documents with shipments:

• Commercial Invoice (3 copies, including product details, value, quantity, etc.);
• Packing List (listing goods packaging and contents);
• Certificate of Origin (available upon additional request if needed);
• HS Code Declaration (clarifying product customs code for fast clearance).

If the product is unused and original packaging remains intact, you can apply for a return within 14 days after receipt (subject to our approval). If an opened product has a quality issue (non-human damage), contact customer service for evaluation before processing a return or exchange. For returns of opened products due to personal reasons (e.g., wrong selection) that affect secondary sales, a fee for repackaging/inspection may apply.

All VenusLab products come with a default 2-year warranty (from the date of receipt). If a product malfunctions due to manufacturing defects, use our official website's "After-sales Service Portal" or email support@venuslabtech.com with the product serial number and fault description. Our engineers will follow up within 24 hours to assist with warranty service (free repair or replacement).

Your personal information (e.g., orders, contact details) is mainly stored on servers in Singapore, in compliance with the Singapore Personal Data Protection Act (PDPA). For cross-border data transfers (e.g., for international cooperation projects), we ensure data security via encryption, standard contractual clauses, etc.

Never. VenusLab strictly adheres to privacy policies and will not sell, rent, or share your personal information with any third parties. We only provide minimally necessary info to authorized partners (e.g., logistics/payment providers) when required to deliver services (e.g., shipping, compliance audits).

VenusLab's optical products (e.g., microscope objectives, photodiodes) have obtained relevant compliance certifications:

Chinese market: Some products have CNAS-accredited test reports and meet requirements like China RoHS and CE (Mandatory Product Certification);

EU market: Products have passed CE certification (complying with EU safety, health, and environmental directives), and some high-precision optical components also comply with REACH regulations. Certification info for specific products can be found on official website product pages or by contacting customer service.

Each VenusLab product is equipped with a unique anti-counterfeiting mark (such as a laser anti-counterfeiting label and product serial number). You can contact our official customer service at service@venuslabtech.com, provide product photos and the serial number, and we will assist in verifying the authenticity.