Shipping policy
Last updated: July 30, 2026
Please review this Shipping Policy before placing your order. If anything is unclear, please contact our support team at support@visionray.com.
Thank you for choosing VisionRay. We are committed to providing a reliable shopping and delivery experience for VisionRay Flow Series products.
1. Order Processing Time
After your payment has been verified, orders are normally processed within 1-3 business days.
Business days are Monday to Friday, excluding weekends and public holidays. Orders placed on weekends or public holidays will begin processing on the next business day.
During peak seasons, product launches, promotions, or periods of high order volume, processing may take longer. If there is a significant delay, we will notify you by email.
2. Shipping Methods & Delivery Times
We ship using trusted logistics carriers. The carrier for your order may vary depending on your delivery address, product availability, and fulfillment location.
Estimated shipping timeline:
Processing time: 1-3 business days
Transit time: 3-7 business days
Total estimated delivery time: approximately 4-10 business days from the date your order is placed
Delivery times are estimates only. Actual delivery may be affected by carrier delays, weather, holidays, address issues, regional restrictions, or other circumstances outside VisionRay's control.
3. Shipping Costs
Shipping fees, if applicable, will be shown at checkout before payment.
VisionRay may offer free standard shipping promotions from time to time. Free shipping eligibility will be displayed at checkout or on the relevant promotion page.
Orders shipped to remote areas, including Alaska, Hawaii, Puerto Rico, U.S. territories, or other hard-to-reach locations, may require additional shipping time or incur additional shipping fees. If an additional fee applies, we will notify you before processing the order.
4. Countries / Regions We Ship To
We currently ship to addresses within the United States.
We do not ship to P.O. boxes, APO/FPO addresses, freight forwarders, or restricted locations unless otherwise stated at checkout.
We reserve the right to cancel and refund any order that cannot be lawfully or practically fulfilled.
5. Order Tracking
Once your order ships, you will receive a shipping confirmation email with your tracking number and carrier details.
Please allow 24-48 hours after shipment for tracking information to become active on the carrier's website.
If you have not received a shipping confirmation email within 7 business days after placing your order, please contact support@visionray.com and we will check the status for you.
6. Orders With Multiple Items
We make every effort to deliver all items in your order together.
However, if your order contains multiple products or accessories, items may be shipped separately due to inventory availability, packaging requirements, or fulfillment location. You may receive separate tracking numbers for separate packages.
7. If You Don't Receive Your Package
If tracking shows "Delivered" but you have not received your package, please first check your mailbox, front door, porch, garage, building mailroom, front desk, neighbors, household members, or local carrier office.
If the package still cannot be located, please contact support@visionray.com with your order number and tracking number.
VisionRay will assist with carrier investigation where possible. However, VisionRay is not responsible for packages stolen, misplaced, or lost after the carrier confirms delivery to the shipping address provided by the customer, unless the issue was caused by VisionRay or our fulfillment partner.
We recommend shipping to a secure location where someone can receive the package.
8. Changing Your Delivery Address
Please double-check your shipping address before placing your order.
Before your order ships: address changes may be possible at no charge. Please contact us as soon as possible at support@visionray.com.
After your order ships: the shipping address usually cannot be changed once the package is in transit.
VisionRay is not responsible for delays, failed delivery, return shipping fees, or lost packages caused by incorrect, incomplete, or outdated addresses provided by the customer.
9. Damaged, Missing, Or Incorrect Items
Please inspect your order as soon as it arrives.
If your package is damaged, an item is missing, or you received the wrong product, please contact support@visionray.com within seven (7) calendar days after delivery.
Please include:
• Your order number
• Photos of the outer package
• Photos of the shipping label
• Photos of the product received
• A brief description of the issue
If the issue is caused by VisionRay or our fulfillment partner, we will provide a reasonable solution, such as replacement shipment, return label, or refund.
10. Order Cancellation Before Shipping
You may request to cancel your order before it has shipped.
Once an order has shipped, it cannot be cancelled. You may request a return after delivery according to our Refund, Return & Warranty Policy.
11. Shipping Delays
If we are unable to ship your order within the promised timeframe, we will notify you by email.
You may choose to wait for the delayed shipment or cancel the order for a refund before the order ships.
If we cannot fulfill your order, we reserve the right to cancel the order and issue a refund.
12. Contact Us
If you have any questions about your order or shipping, please contact:
Email: support@visionray.com
Business hours: Monday-Friday, excluding public holidays.
