Seller / Data controller: DEEPLUM TECHNOLOGY Limited

Registered address: OFFICE 5, 8/F, MEGA CUBE, 8 WANG KWONG ROAD, Kowloon Bay, Kowloon, Hong Kong SAR

General contact: support@deeplum.ai  |  Privacy contact: privacy@deeplum.ai

Website: https://deeplum.ai

1. Scope of this policy

This policy applies to orders placed through the DEEPLUM website (www.deeplum.ai), including:

• DEEPLUM Smart Glasses
• DEEPLUM Charging Case
• DEEPLUM Magnetic Earphones
• DEEPLUM Magnetic Sunglass Lenses
• DEEPLUM Magnetic Prescription Lenses (optional accessory, custom-made to your order)

Prescription lenses are custom-made optional accessories. Shipping time may differ from standard products — see Section 5.

2. Order processing time

2.1 Business days

• DEEPLUM processes orders Monday through Friday, excluding public holidays.
• Orders submitted Friday afternoon, on weekends, or on Hong Kong public holidays will be processed on the next business day.

2.2 Processing time

• Standard orders: processed within 1–2 business days (order confirmation → warehouse picking → dispatch).
• Orders with prescription lenses: processing may extend to 5–10 business days because lenses are made to your prescription.

2.3 Order confirmation

• You will receive an order confirmation email after placing an order.
• The email is sent to the address you provided at checkout.
• Once your order ships, we send a shipping notification email with the tracking number and tracking link.

2.4 Split shipments

Because of product and accessory differences, your order may be split into multiple packages that ship separately. Each package will receive its own tracking number and shipping notification. If you receive only part of your order, please wait for the remaining packages or contact support@deeplum.ai for assistance.

2.5 Typical delay scenarios

The following situations may cause order processing or delivery time to be significantly longer. DEEPLUM will use reasonable efforts to minimize the impact but does not assume separate liability for delays in these cases:

• Natural disasters or severe weather disrupting carrier networks.
• Carriers suspending operations during year-end, New Year, or local public holidays.
• Order surges during promotions or holidays.
• Cases requiring further confirmation identified during quality or compliance review.
• Customs clearance procedures and inspections.

3. Shipping methods and carriers

3.1 Carrier selection

DEEPLUM selects appropriate carriers based on destination. Carriers may include, but are not limited to: DHL, FedEx, UPS, USPS, Local Postal Service, SF International, Cainiao International, DPD, HERMES/DHL eCommerce, and Canada Post.

3.2 Shipping services

• Standard shipping: 7–14 business days.
• Expedited shipping: 3–7 business days (available for select destinations).
• Availability and cost of expedited shipping are shown at checkout.

3.3 Shipping risk

• After dispatch, in-transit risk is handled in accordance with applicable law and carrier terms.
• We use reasonable efforts to ensure proper packaging, but DEEPLUM is not liable for delays, loss, or damage caused by carriers beyond what applicable law requires.

3.4 Statutory timing disclaimer

Delivery times stated in this policy are estimates and do not constitute a legal guarantee. Actual delivery may vary due to factors outside our control, including carrier operations, customs procedures, weather, public holidays, and remoteness of destination. For remote areas, specific delivery dates or time windows may not be available. DEEPLUM does not assume separate liability for timing deviations but will assist you in following up with the carrier.

4. Destinations and shipping fees

4.1 Serviceable regions

We currently ship only to the following regions:

• United States (50 states + District of Columbia)
• Canada
• European Union member states / European Economic Area
• United Kingdom (England, Scotland, Wales, Northern Ireland)

Regions not listed in Section 4.1 are not currently served. To check whether a specific destination can be delivered, contact support@deeplum.ai.

4.1.1 Specific unsupported locations within serviceable regions

4.2 Shipping fees

• Shipping fees are calculated in real time at checkout based on destination, weight, and selected service.
• Orders totaling USD 450 (or equivalent in local currency) or more qualify for free standard shipping.
• Expedited shipping fees are calculated separately and do not count toward the free-shipping threshold.
• Prescription-lens shipping fees follow the same rules; the free-shipping threshold applies.
• Duties, taxes, and surcharges are the recipient's responsibility where applicable.

4.3 Remote areas

• Some remote areas may incur surcharges.
• If a carrier returns an order because the address is undeliverable, the refund will deduct actual shipping costs incurred.

5. Prescription-lens customization timing

Destination	Customization + delivery time
United States	10–20 business days
Canada	10–20 business days
EU / EEA	10–20 business days
United Kingdom	10–20 business days

Custom lenses require a valid prescription. If the prescription is unclear or requires supplementary information, processing time will be recalculated from the date the supplementary information is provided.

6. Order tracking

6.1 Tracking number

• The shipping notification email includes the tracking number.
• Track via the carrier's website or the DEEPLUM order status page.

6.2 Tracking updates

• After the tracking number is activated, tracking information typically updates within 24–48 hours.
• Cross-border shipments may experience short delays in tracking updates during customs clearance.

6.3 Order status inquiries

For order status inquiries, contact support@deeplum.ai and provide your order number.

6.4 Stale tracking information

• If tracking information does not update for 10 business days after the tracking number is activated, contact support@deeplum.ai.
• We will open an inquiry with the carrier and assist with follow-up.

7. Customs and import

7.1 Duties and taxes

• Cross-border orders may incur import duties, VAT, consumption tax, and other surcharges.
• These fees are paid by the recipient to the carrier or customs at delivery.
• DEEPLUM cannot control or predict specific customs duty and tax policies at the destination.
• We recommend checking with local customs before placing your order.

7.2 Customs inspection

• Delays caused by carrier or customs inspection are not DEEPLUM's responsibility.
• Where customs documents are required, DEEPLUM will provide commercial invoices, product descriptions, etc.

7.3 Refusal of clearance or duty

• If an order is returned or destroyed by customs for recipient-related reasons (such as refusal to pay duties or non-cooperation with clearance), all losses are borne by the recipient.
• Shipping fees, costs already incurred, and any return handling fees are non-refundable.
• Refunds (where applicable) will deduct actual shipping costs, customs handling fees, and processing fees.

8. Receipt and delivery

8.1 Signature requirements

• Please ensure someone is present at delivery.
• If no one is available, the carrier may place the package at a designated location, leave it with a neighbor, or return it to the sender.

8.2 Risk transfer

To the extent permitted by applicable law, risk of loss transfers at the earliest of the following:

• When the goods are handed from the DEEPLUM warehouse to the carrier.
• When the goods are delivered to the specified delivery address and signed for by you or your authorized representative.

Please inspect the product promptly upon receipt.

8.3 Unsuccessful delivery

If the first delivery attempt fails for the following reasons, the carrier may temporarily hold the package at a designated outlet or warehouse:

• Address information is incorrect or incomplete.
• Recipient is not available.
• Access is restricted or impossible.
• Refusal to pay duties or cooperate with customs clearance.

In such cases, DEEPLUM will contact you within 5 calendar days to arrange redelivery or order cancellation:

• Redelivery: DEEPLUM will assist, but you may be responsible for the second-delivery shipping fee.
• Cancellation: handled per the Refund Policy; actual shipping and handling fees already incurred will be deducted from the refund.
• If you do not respond or arrange redelivery within 5 calendar days, you bear the risk of subsequent logistics issues or product damage; DEEPLUM assumes no responsibility.

8.4 Address changes

• Address changes are not accepted after the order has shipped.
• To change an address before shipment, contact support@deeplum.ai promptly.

8.5 Lost or damaged packages

• If tracking shows "delivered" but you have not received the package, contact support@deeplum.ai within 7 days.
• If the package is severely damaged on arrival, take photos as evidence before opening, and contact support@deeplum.ai within 48 hours.
• We will coordinate with the carrier and, where required by applicable law, provide replacement or refund.

9. Undeliverable addresses

Orders may fail to deliver or be automatically canceled in the following cases:

• Post office boxes — most carriers do not deliver to P.O. boxes.
• Military addresses (APO / FPO / DPO) — DEEPLUM does not ship to these addresses.
• Hotels or temporary lodging.
• Remote islands or regions outside our service area.
• Other addresses deemed undeliverable by the carrier.

If your order cannot be processed for these reasons, DEEPLUM will contact you to discuss a solution or refund. Orders placed to undeliverable addresses may be automatically canceled and refunded.

10. Important notices

10.1 Email validity

All notification emails — order confirmations, shipping notices, status updates, refund processing — are sent to the email address you provided at checkout. DEEPLUM is not responsible for delays or losses caused by invalid, rarely checked, or junk-filtered email addresses. Please ensure your email can receive messages normally.

10.2 Order cancellation before shipment

If your order contains only non-customized products and has not yet shipped, you may request cancellation by contacting support@deeplum.ai. Shipped orders cannot be canceled; please follow the Refund Policy.

10.3 Prescription orders cannot be canceled or modified

Prescription lenses are custom-made to your specifications and typically enter production within 24 hours of order placement. Once production starts, the order cannot be canceled or modified, including shipping address, product specifications, or quantity. See the Refund Policy for details.

10.4 Refusal of packages

If you change your mind after shipment, do not refuse the package outright. Contact support@deeplum.ai first; we will evaluate options based on your situation. Any loss, shipping fees, duties, or damage caused by direct refusal are your sole responsibility; DEEPLUM assumes no responsibility.

10.5 Unreceived orders

If you have not received your order within 7 days after the carrier's estimated delivery date, contact support@deeplum.ai. Contacts beyond this window may affect carrier investigation and claim processing.

10.6 Return-shipping label validity

Prepaid return, warranty, or repair shipping labels issued by DEEPLUM have limited validity. You must use the label within the period indicated on the label or in the email; otherwise the label may expire and your request may be affected.

10.7 Force majeure

If force majeure events (natural disasters, war, epidemics, government actions, network outages, etc.) cause product damage or delays in transit, please contact us as soon as possible. DEEPLUM will help you pursue rights with the carrier or insurer but does not assume separate liability beyond applicable law.

10.8 Severability

If any provision of this policy is held invalid or unenforceable by a court or authority of competent jurisdiction, the remaining provisions remain in full force. Each provision is independent to the maximum extent permitted by applicable law.

11. 14-day voluntary returns

Please also read our Refund Policy, which details:

• Application process and conditions for 14-day voluntary returns.
• Statutory right of withdrawal for the EU / EEA and the UK.
• Return-shipping cost allocation and logistics requirements.
• Battery and safety considerations for returns.
• Prescription lenses may be returned or partially replaced only when the lenses have an obvious defect on receipt; DEEPLUM bears the shipping costs in that case.
• Items that cannot be voluntarily returned.

For questions about this policy, contact:

We aim to respond to all inquiries within 3 business days.

© 2026 DEEPLUM TECHNOLOGY Limited. All rights reserved.