Question 1

How long will it take to receive my order?

Accepted Answer

Typically, it takes 3-5 business days to receive your order. We're doing our best to deliver it promptly for you.

Question 2

How to track my order?

Accepted Answer

Please track your order at our Tracking page https://17track.net/en

Question 3

Do you ship internationally?

Accepted Answer

Yes, we do ship internationally. The shipping fee may vary depending on your location.

Question 4

I never got my order, what to do?

Accepted Answer

Please make sure you tracked your order from our Tracking page. Or call us at hotline: 123456XXX

Question 5

Package marked as delivered but not received

Accepted Answer

Dear Customer,Thank you for your support and trust in us. We truly appreciate it.I have checked the details of your order and found that it was shipped with the tracking number provided in your order. You can use this number to track your package on the following platform:https://www.rayneo.com/apps/17TRACKTo ensure the fastest resolution, we recommend contacting the carrier directly to confirm the status of your package. It’s also possible that a family member or neighbor may have collected the package on your behalf, so it’s worth checking with them as well.If you need any further assistance or have any additional questions, please don’t hesitate to reach out. We’re here to help!

Question 6

Shipping time

Accepted Answer

Dear Customer,
Thank you for your continued support and trust in us. We truly appreciate your business and confidence in our products.
We would like to inform you that we typically process and arrange shipments within 3-5 working days after your order is placed. The estimated arrival time may vary depending on factors such as the time of order placement, delivery address, and logistics conditions. While we strive to provide the most accurate information, we are currently unable to specify an exact arrival time.
Please rest assured that we are committed to continuous improvement in our products and services to ensure a better experience for you in the future.
If you have any questions or concerns, please feel free to reach out to us. Your satisfaction is our top priority.
Thank you once again for choosing us.

Question 7

Placing orders from non-US regions

Accepted Answer

Dear Customer,
Thank you for your continued support and trust in our products. We truly value your business and are committed to providing you with the best possible experience.
I would like to inform you that our products listed on the website are currently stored in our US warehouse and are only available for shipping to US addresses at this time.
If you are not located in the US, we recommend purchasing directly from the following Amazon link: Amazon Product Page. However, please note that there may be some issues accessing this link due to network problems or the validity of the URL. If you encounter any difficulties, we suggest checking the link's accuracy and trying again later. Alternatively, you may also search for the product directly on Amazon's website using the product name or ASIN (B0D8J5P11X).
We understand that this may cause inconvenience to customers outside the US or in other regions, and we sincerely apologize for any inconvenience this may cause. Please know that we are actively exploring opportunities to extend our global service coverage and collaborate with more international partners to provide a broader range of delivery options in the future.
Thank you once again for bringing this matter to our attention. Your feedback plays a crucial role in helping us enhance the overall customer experience. If there is anything else we can assist you with or if you have further suggestions, please do not hesitate to let us know.
We look forward to serving you better in the future and remain committed to excellence in all aspects of our business operations.

Question 8

Out of stock, not shipped

Accepted Answer

Dear Esteemed Customer,First and foremost, we would like to express our heartfelt gratitude for your unwavering support and trust in our brand.We sincerely apologize for any inconvenience or dissatisfaction you may have encountered. We understand the importance of timely delivery and are committed to addressing the matter with urgency.Regarding your order, we regret to inform you Joydock is currently out of stock. However, we have taken immediate action to expedite the restocking process and anticipate its arrival within 15 business day. We are doing everything in our power to minimize the wait time for you.As soon as we have the tracking number available, we will promptly email you the details to keep you informed about the status of your shipment.We truly appreciate your patience and understanding during this waiting period. Rest assured, we are dedicated to continuously refining the quality of our products and services to better meet your needs and expectations in the future.Our commitment to excellence extends to every aspect of your experience with us, from product design and packaging to after-sales service. We are steadfast in our efforts to enhance your user experience and ensure your satisfaction.Thank you once again for your invaluable support and trust. Should you have any further inquiries or require additional assistance, please do not hesitate to reach out to our customer service team. We are here to assist you.

Question 9

Shipped but no tracking number provided

Accepted Answer

Dear Customer,
Thank you so much for choosing RayNeo for your recent purchase! We are thrilled to have you as part of our community and are excited to get your order on its way to you.
We are currently processing your shipment and anticipate sending it out very soon. You can expect to receive a tracking number update within 3 business days, which will allow you to follow your order��s journey to your doorstep.
Thank you for your patience and understanding as we work diligently to deliver your items to you as quickly as possible. Your support means the world to us, and we are committed to ensuring a seamless and enjoyable experience for you.
If you have any questions or need further assistance, please don��t hesitate to reach out. We are here to help!
Thank you once again for choosing RayNeo. We can��t wait for you to experience the future of AR with our products.

Question 10

Shipped with tracking number

Accepted Answer

Dear Customer,Thank you for your patience and for taking the time to provide your feedback. We sincerely apologize for any inconvenience or dissatisfaction you have experienced.We are currently in contact with the carrier regarding the shipping issue and will update you as soon as we have more information. In the meantime, we highly recommend that you also reach out to the carrier directly at reply 'transfer to a live agent . This will help expedite the resolution and ensure that your concerns are addressed promptly.If you have any further questions or need additional assistance, please do not hesitate to get in touch with us. We are here to help and will do our best to resolve this matter to your satisfaction.Thank you once again for your understanding and patience.

Question 11

Tracking not updated for over 5 days / Returned to sender / Not delivered

Accepted Answer

Dear Customer,Thank you for your patience and for taking the time to provide your feedback. We sincerely apologize for any inconvenience or dissatisfaction you have experienced.We are currently in contact with the carrier regarding the shipping issue and will update you as soon as we have more information. In the meantime, we highly recommend that you also reach out to the carrier directly at +1 (800) 742-5877 或者转人工？. This will help expedite the resolution and ensure that your concerns are addressed promptly.If you have any further questions or need additional assistance, please do not hesitate to get in touch with us. We are here to help and will do our best to resolve this matter to your satisfaction.Thank you once again for your understanding and patience.

Question 12

Change shipping address before product is shipped

Accepted Answer

Dear Valued Customer,
Thank you for your ongoing support and trust in our services. We truly appreciate your business.
I wanted to confirm that we have successfully updated your address in our system. This change should now reflect the most recent information you provided.
We hope this resolves any concerns you may have had regarding your address details. Our goal is to ensure that your experience with us is seamless and hassle-free.
If you have any further questions, need additional information, or require any other assistance, please do not hesitate to reach out. We are always here to help.
Thank you once again for your patience and understanding.

Question 13

Change shipping address after product is shipped

Accepted Answer

Dear Valued Customer,
Thank you for your continued support and trust in our services. We truly appreciate your business.
I regret to inform you that your product is already in transit, and unfortunately, we are unable to change the delivery address at this stage. However, I would recommend contacting the carrier directly to see if they can assist with updating your address. They may have specific procedures or timeframes for making such changes, and they will be able to provide you with the most accurate information.
We understand the inconvenience this may cause, and we apologize for any trouble it may have brought you. Rest assured, we are always looking for ways to improve our processes and services to better meet your needs.
If you need any further assistance or have any additional questions, please do not hesitate to reach out. We are here to help.
Thank you once again for your understanding and patience.

Question 14

Whether regional market shipping is supported

Accepted Answer

Thank you for reaching out to us.

We��re very sorry, but currently our product is not available for direct sale in your region.
However, I��d be happy to apply for a special shipment directly from our factory for you.

May I ask how you found out about RayNeo?
Also, please note that factory-direct shipping may take around two weeks. Would that be acceptable for you?

If you wanna it, please complete the checkout and take a note: Your name & How you know rayneo

Looking forward to your reply.

Best regards,
[Your Name]
RayNeo Customer Support

Question 15

Logistics delivery timeframe

Accepted Answer

Hi , Standard shipping takes 2-5 days.It depends on the address �� delivery times may vary between the East and West Coast. If you're in need,I can arrange expedited shipping �� please make a note when placing the order.
Estimated delivery times
Western US: 2�C5 business days
Central US: 3�C7 business days
Eastern US: 4�C10 business days
Track Your Order��https://www.rayneo.com/apps/17TRACK

Question 16

What is your return policy?

Accepted Answer

Please check our return/refund/exchange policy here.

Question 17

Can I exchange an item?

Accepted Answer

You can exchange an item with a higher-price item or the same item with a different size. See detailed policy here.

Question 18

New customer discounts

Accepted Answer

When you subscribe, we'll email you a discount code for your first order. Welcome aboard! Subscribers will be the first to receive our latest updates and exclusive member benefits.

Question 19

Trade-up program rules

Accepted Answer

Could you please fill out the required form first? Once we��ve reviewed your submission, we��ll send the discount code to your email.
https://www.rayneo.com/pages/get-50-off

Question 20

Trade-up code stacking rules

Accepted Answer

Thank you for your trust.
We sincerely apologize if our terms were not clearly communicated �� your feedback has been noted and I will pass it along to the relevant team so we can improve our policy wording in the future.

At RayNeo, we're committed to making AR glasses accessible to everyone, so more people can experience the future of tech. The Air3S is already the best choice on the market �� both in terms of price and display quality.

We truly appreciate your interest, and we're sorry that we��re unable to offer additional discounts beyond the current promotion.

However, for your bundle order, we��d like to offer you a $20 exclusive discount coupon on top of the promotional pricing.
Would that work for you?

Question 21

How to use points/rewards

Accepted Answer

Learn about membership points on this page.
>>www.rayneo.com/pages/rayneo-member

Question 22

How to get the best possible discount

Accepted Answer

Get discounts three ways:
�� Subscribe now for first-order savings!
�� Join membership: Earn points �� redeem rewards!
>>www.rayneo.com/pages/rayneo-member
�� Get sale alerts via email as a subscriber.

Question 23

Requesting a discount

Accepted Answer

Get discounts three ways:
�� Subscribe now for first-order savings!
�� Join membership: Earn points �� redeem rewards!
>>www.rayneo.com/pages/rayneo-member
�� Get sale alerts via email as a subscriber.

Question 24

How to apply discounts

Accepted Answer

No need to enter a code �� the discount will be applied automatically when you proceed to checkout. I really recommend the bundle ( Air3s and pocket tv) for you if you like watching movies. And it's the best value

Question 25

Affiliate & agent programs

Accepted Answer

Welcome to our affiliate program:
https://www.rayneo.com/pages/affiliate-marketing

Question 26

Prescription lenses-related

Accepted Answer

Dear Customer,
Thank you for your support and trust in our products and services.
We understand that you may have questions regarding prescription lenses for your AR glasses. To ensure you receive the most accurate and personalized guidance, we recommend reaching out to our official partner, Lensology. They specialize in providing high-quality prescription lenses tailored for AR/XR glasses and can assist you with the appropriate lens prescription for your needs.
You can visit their website at https://lensology.co.uk/ar-glasses-lenses/ for more information and to get in touch with their expert team.
We hope this information addresses your concerns. If you encounter any issues or have further questions, please do not hesitate to contact us. Your satisfaction is our top priority, and we are here to help.
Thank you once again for choosing us.

Question 27

Compatibility issues

Accepted Answer

Dear Customer,Thanks for your support and trust in us.To ensure the best experience with your RayNeo Air 3s, please note that it is designed to work with devices that support USB Type-C with DisplayPort (DP) output. To verify compatibility, we recommend contacting your device manufacturer or carrier to confirm if your device supports this feature.For your convenience, we have compiled a list of compatible devices on our website. You can find more details at https://www.rayneo.com/pages/product-compatibilities .Additionally, we have a series of helpful tutorials available https://www.youtube.com/playlist?list=PLbchWo6qj0Wyryv__7GM8TLQc96ulhgne to guide you through the setup and usage process.If you prefer a standalone solution, our RayNeo Pocket TV is an excellent option. It transforms your RayNeo glasses into a portable entertainment center without requiring additional devices. You can learn more about it at https://www.rayneo.com/products/pocket-tv .We hope this information addresses your concerns. If you have any further questions or need additional assistance, please do not hesitate to reach out to us. Your satisfaction is our top priority.Thank you once again for choosing RayNeo, and we look forward to enhancing your AR experience.

Question 28

Power supply issues

Accepted Answer

The product itself does not contain a built-in battery. It needs to be powered by a connected device such as a smartphone, computer, or gaming console.

If used with a Type-C adapter, it supports charging while in use.

Pocket TV and JoyDock come with built-in batteries, and they can also provide power to the AR glasses.

Question 29

Blurry display

Accepted Answer

Dear Valued Customer,
Thank you so much for choosing RayNeo for your recent purchase! We sincerely apologize for any inconvenience or dissatisfaction you have experienced. Rest assured, we are committed to resolving your issue to the best of our ability.
It��s important to note that the screen display effect can vary based on individual factors such as eyesight, pupil distance (IPD), and head size.
We have provided a video tutorial to help you adjust the nose pad and temples of your glasses for optimal comfort and image quality. This adjustment can often improve the overall viewing experience. Please find the link below:
How to Adjust Nose Pad and Temples for Ergonomics
If the issue persists, to better assist you, we kindly ask for the following information:
1. A screenshot of your order, including the order number, purchase platform, and store information.
2. Your pupil distance (IPD).
This information will help us identify the specific issue and provide a more tailored solution.
We truly appreciate your patience and cooperation. If you have any further questions or concerns, please do not hesitate to reach out.

Question 30

No sound / Low volume

Accepted Answer

Dear Valued Customer,
Thank you for your patience and for taking the time to provide us with your feedback. We��re here to help you resolve the issue you��re experiencing.
To address the problem, please follow these steps:
Check Whisper Mode: Press the menu button on your RayNeo glasses to see if the Whisper Mode is enabled. If it is, please turn it off.
Check Glasses Volume: Ensure that the glasses are not muted. You can adjust the volume by pressing the front button on the left temple to increase the volume.
Check Connected Device Settings: Verify that the connected device is not muted and that the RayNeo glasses are set as the audio output source. You may also need to increase the volume on the connected device itself.
These steps should help resolve the issue you��re facing. However, if the problem persists, please provide the following information to assist us in further troubleshooting:
1. A screenshot of your order, including the order number, purchase platform, and store information.
2. The model and system information of your connected device.
3. A brief video demonstrating the issue you��re experiencing.
Your cooperation will help us better understand the situation and provide a more effective solution.
We apologize for any inconvenience this may have caused and appreciate your patience as we work to resolve this for you. If you have any further questions or concerns, please don��t hesitate to reach out.

Question 31

Display abnormalities: Malfunction after use (one/both sides not displaying, distortion, streaks)

Accepted Answer

Dear Valued Customer,
Thank you for choosing RayNeo! We're truly sorry to hear about the trouble you've experienced - that's definitely not the experience we want you to have.
We're on it! Our team will do everything we can to make this right for you as quickly as possible. Your satisfaction means everything to us.
To fix your problem, try these steps
Reconnect the cable: Unplug it and plug it back in firmly.
Check both ends: Ensure the cable is fully inserted into the ports.
Update the firmware:
Use the RayNeo XR app (Android phone required).
No Android? Update via PC using this guide.
Still stuck? Help us help you faster by sharing:
?? A short video of the issue.
?? Your phone model and system info.
?? A screenshot of your order (order number/store details).
We��re sorry for the trouble and appreciate your patience! Let us know if you need anything else.

Question 32

Unable to stream media

Accepted Answer

Dear Customer,
Thank you for your patience and understanding. We sincerely apologize for any inconvenience or dissatisfaction you have experienced. Rest assured, we are committed to resolving your issue.
To help address the problem, I have a few questions and steps for you to follow:
1. Previous Viewing Experience: Can you confirm if you were able to view YouTube videos normally before encountering this issue?
2. Adapter Usage: Did you use any adapter with your glasses when connecting to your device?
To further diagnose the issue, please follow these steps:
Install HDCPTool APK: Please download and install the HDCPTool APK on your Android phone. This tool will help us check if your glasses have the HDCP Key required for streaming video.
You can download the APK from the following link: HDCPTool APK Download

Check HDCP Key:
Connect your glasses to your Android phone.
Open the HDCPTool application.
Use the app to check if your glasses have the HDCP Key.
Next Steps:
If the HDCP Key is missing, please follow the prompts in the HDCPTool app to add the HDCP Key to your glasses.
If the HDCP Key exists, please confirm whether you can see the screen from your phone.
To better assist you, please provide the following information:
1. Your order number.
2. The model of your phone.
3. A brief video showing your connections and the issue you are experiencing.
Your cooperation will help us identify the root cause and provide a more effective solution. We appreciate your patience and understanding as we work to resolve this for you.
Thank you for your kind attention, and we look forward to your response.

Question 33

Watching 3D videos

Accepted Answer

Dear Valued Customer,
Thank you for your continued support and trust in our products. We��re here to help you get the most out of your RayNeo glasses, especially when it comes to enjoying 3D content.
To watch 3D videos using your RayNeo glasses, please ensure the following conditions are met:
Connected Device: The connected device must have native support for 3D video playback. If it does not, the 3D functionality will not work.
Video Source: The video must be in 3D format with a side-by-side (SBS) layout.
Connection Method: A direct connection is required. If you are using an adapter cable, it must support 3840x1080 resolution to enable 3D viewing; otherwise, only 2D content will be displayed.
Switching Mode: To toggle between 2D and 3D modes, press the buttons on the left and right temples simultaneously (regardless of the front or back side). This function is only available in projection mode. If the switch is successful, the screen will turn black for about 2 seconds.
Video App or Player: Ensure that the app or player you are using supports 3D videos and that the 3D mode is enabled.
We hope this information helps clarify how to enjoy 3D content with your RayNeo glasses. If you still encounter issues, please provide the following details to help us better understand and resolve your problem:
1. A screenshot of your order, including the order number, purchase platform, and store information.
2. Details about your video source (e.g., the format and resolution of the 3D video).
3. The model and system of your connected device.
4. A brief video showing the issue you are experiencing.
Your cooperation will help us identify the root cause and provide a more effective solution.
Thank you for your patience and understanding. We are committed to ensuring you have the best possible experience with your RayNeo glasses.

Question 34

Screen too small

Accepted Answer

Dear Esteemed Customer,
Thank you for choosing RayNeo for your recent purchase!
Regarding the screen issue you mentioned, please follow these steps to resolve it:
1. Move the reference object further away and compare it.
2. Set your Pixel Slate to 1080p resolution.
3. Select "Copy Screen" mode.
These adjustments should help address the issue. If you have any further questions or need additional assistance, please don't hesitate to reach out.
Thank you for your understanding and cooperation!

Question 35

Video lag/stuttering/choppy playback

Accepted Answer

Dear Customer,
Thank you for your purchase from RayNeo!
Lagging issues can often be caused by factors such as device compatibility, the use of an adapter, shared network bands, channel blocking, or unstable connections. 
To help resolve this, please try the following steps:
1. Unplug and replug the connection cable to ensure a secure connection.
2. Close any other applications running on your device to free up resources.
3. Change to a different video to see if the issue persists.
4. Restart your device to refresh its settings and connections.
5. If possible, try using another device that supports USB Type-C with DisplayPort (DP) output.
If these steps do not resolve the issue, please provide the following information to help us further troubleshoot:
1. A screenshot of your order, including the order number, purchase platform, and store information.
2. The model and system information of your device.
3. A brief video showing your connections and the issue you are experiencing.
Your assistance will help us identify the root cause and provide a more effective solution.
Thank you for your patience and understanding. We are here to help!

Question 36

Download issues

Accepted Answer

Here is a link you can download the RayNeo XR APP for Air Series.
https://www.rayneo.com/pages/download

Question 37

Product not working

Accepted Answer

For your problem, please try the following steps:1. Please try to re-enter the RayNeo XR APP.2. Too many apps running in the background or the system cache not being cleared may3. cause RayNeo XR APP freeze, try to clear the apps which running in the background, or4. restart your phone, then re-enter the RayNeo XR APP.5.The app cannot work properly on an Android devices that do not support DP.  If your issue remains unresolved, please reply 'transfer to a live agent

Question 38

Samsung compatibility: Display works but app malfunctions

Accepted Answer

Samsung mobile phones have two working modes: DEX and non-DEX mode. Only nonDEX mode can support RayNeo APP. Please turn off the DEX mode in the phone settings before using our APP.

Question 39

Software/hardware upgrade

Accepted Answer

1. Connect the RayNeo Air 2 glasses to your smart phone.
2. Touch to open RayNeo XR APP, go to ��Settings��->touch ��Firmware Upgrade�� from the glasses setting,
3. follow the instructions to finish the app upgrade on the phone.

Question 40

Video download/caching capability

Accepted Answer

Download capabilities have nothing to do with Pocket TV itself. It mainly depends on whether the app itself supports downloading. If Amazon Prime APP supports downloading, then Pocket TV will be able to download the video resources into Pocket TV.
If Amazon Prime APP supports downloading for some resources and not for others, then we also support downloading for some resources and not for others.
Generally some TV APPs, many of them don't support downloading, because TV itself is a device placed at home and often connected to the Internet, so there is no need for mobile portability, and many streaming media APPs don't add the downloading function to their APPs.

Question 41

Error when accessing web Netflix

Accepted Answer

Dear Customer,
Thanks for your patient and sincere feedback.
Netflix on pocket TV is a web version, not an officially licensed app.
The web version of Netflix is limited to some regions, this is a limitation of the platform and we can't change it. Since it's not a problem with pocket TV itself, we are unable to solve the problem.
Thank you once again for bringing these issues to our attention. Your inputs plays a crucial role in helping us enhance the overall customer experience. If there is anything else we can assist you with or if you have further suggestions, please do not hesitate to let us know.
We look forward to serving you better in the future as we continue striving towards excellence in all aspects of our business operations.

Question 42

SD card-related issues

Accepted Answer

For your problem, please try the following steps:
Update the pocket TV to the latest version.
Formatting the Memory Card and make sure the format is NTFS or exFAT.
Download the file from a Windows PC.
Change to another SD card.

Question 43

Glasses not working

Accepted Answer

For your problem, please do the following:
1. Upgade the firmware to the latest.
2. If your glasses model is Nxtwear S+, change the fresh rate to 120Hz.

3. Take out the controller from your joydock to use the glasses.

Question 44

Functionality usage

Accepted Answer

Here is a link you can refer to using the APP.
https://www.youtube.com/watch?v=ws-lMXhOc-w&feature=youtu.be

Question 45

Connection failure / Abnormal usage

Accepted Answer

Please verify that your computer meets the following criteria:
1. Supports USB Type-C with DisplayPort (DP) output.
2. Windows PC Configuration Requirements:
- USB-C DisplayPort output
- CPU: Intel i7 Gen 10 or higher
- GPU: GTX 1050 or higher
- RAM: 16GB or more
- Storage: 2GB or more
- Windows Version: Win10 or later
- DX: DX11 or later

If your computer does not meet either of these criteria, it is not compatible with the app.
If your computer meets all the above conditions, please restart your device and reconnect the device to ensure a stable connection.

If the issue persists, please provide the following information to help us diagnose the problem:
1. Your device model.
2. System configuration details.
3. A brief video showing your connection and usage steps.
This information will help us identify the root cause and provide a more effective solution.

Question 46

Accepting gifts or refunds

Accepted Answer

Dear Customer,
Thank you for your prompt reply. 
To ensure a smooth process, could you please share a screenshot of your 5-star feedback for the glasses and provide the following details so we can record your information and dispatch the gift to you as soon as possible?
https://www.amazon.com/dp/B0D93R1RT3
Full Name:
Address:
City:
State:
Zip Code:
Phone Number:
We look forward to hearing from you soon and hope you continue to enjoy your glasses!

Question 47

Already left positive feedback

Accepted Answer

Dear Customer,
Thanks for your patient and sincere feedback.
Please provide the link and screenshot of the email about the posted review as follows for me to arrange your gift ASAP.

Await for your kind response.

Question 48

Trustpilot review invitation

Accepted Answer

Dear Customer,Thanks for your patient and sincere reply.Your feedback is important to us. Could you please spare a little time to provide a 5-star comment on trustpilot for me to apply for sending a gift to you for free? https://www.trustpilot.com/review/rayneo.comHowever, if you are not convenient or do not wish to do so at the moment, that's absolutely fine. We'll improve our products and services continuously.Please pay at the following link, change the quantity to 30, and then provide the screenshot or order number of your order to me by email. https://www.rayneo.com/products/rayneo-payment-for-after-sales-feesYou can put any US address on your order randomly and I will send it to your address.Please provide the following information for the address for us to record it and send the part to you after confirmation.Full name:Address:City:State:Zip Code:Phone number:After receiving the reply, I will arrange the delivery for you as soon as possible and provide you with the tracking number.Feel free to contact me again if additional information is needed.

Question 49

Cancel before shipment

Accepted Answer

Dear Customer,
Thank you for your support and trust in us. I have just processed the cancellation of your order. 
The refund is expected to be returned to your original account within 3-5 business days. Kindly sit back and await its arrival.
If you have not received your refund after 5 working days, please contact your card issuing bank to confirm the refund issue.
We hope this addresses your concerns. If you have any further questions or encounter any issues, please do not hesitate to reach out to us. We are here to assist you.
Thank you for your understanding.

Question 50

Cancel after shipment

Accepted Answer

Dear Customer,
Thank you for your continued support and trust in us. We truly appreciate your patience.
I wanted to let you know that your product is currently in transit and cannot be canceled at this stage. The tracking number for your package is 1Z6426XR0397864953. You can monitor its progress using the following link:
Track Your Package
If you decide that you need to return the item, please do not open the box. Instead, contact us as soon as you receive the package, and we will arrange for a return label to be sent to you.
We are here to assist you every step of the way, so if you have any further questions or need additional information, please do not hesitate to reach out.
Thank you once again for your understanding and cooperation.

Question 51

Cancel after delivery (within 30 days)

Accepted Answer

Dear Customer,
Thank you for your support and trust in us. We sincerely apologize for any inconvenience or dissatisfaction you have experienced, and we��re here to help resolve the issue.
Could you please let us know why you would like to return the order? Understanding the specific issues you��ve encountered will allow us to better address your concerns and find the most suitable solution for you. Additionally, could you confirm whether the package has been opened?
We understand that you purchased the Rayneo Air 2 glasses at a great price, and we believe they offer exceptional value. If you��re willing to keep the glasses, we would be happy to apply for a special $30 refund for you as a gesture of goodwill.
Your feedback is important to us, and we look forward to your kind response so we can assist you further.
Thank you once again for your understanding and patience.

Question 52

Cancel after delivery (beyond 30 days)

Accepted Answer

Dear Customer,Thank you for your support and trust in us. I truly appreciate your reaching out to us regarding your order.I have reviewed your order, which was placed on one month before. Unfortunately, it has exceeded our return period of 30 days. As a result, we are unable to process a refund for this order.I understand this may be disappointing, and I want to assure you that we are committed to continuously improving our products and services based on customer feedback.If you have any additional questions or need further clarification, please feel free to contact me again. I am here to help.Thank you once again for your understanding and patience.

Question 53

Request return label (product defect)

Accepted Answer

Dear Customer,Thank you for your prompt reply. We sincerely apologize for any inconvenience or dissatisfaction you have experienced, and we’re here to help resolve the issue.To assist you with the return process, could you please confirm if the following address is your shipping address:Your cooperation in providing this information will help us process your request as quickly as possible. We look forward to your kind response and appreciate your patience.Thank you once again for your understanding.

Question 54

Request return label (non-defective)

Accepted Answer

Dear Customer,
Thank you for reaching out regarding your return request. We��d like to clarify our policy for your convenience:
Return shipping costs are covered by us if the return is due to a product quality issue or shipping damage.
Since the concern is related to device compatibility (not a defect in the glasses themselves), we��re unable to provide a prepaid return label in this case.
We are committed to the continuous improvement of our products and services, and we value your feedback as it helps us in this endeavor. We strive to enhance our customer experience and ensure that our policies are clear and fair.
Should you have any further inquiries or require additional assistance, please do not hesitate to reach out. We are here to support you and address your concerns.
Thank you for your understanding and cooperation.

Question 55

Follow up refund status (already initiated)

Accepted Answer

Dear Customer,
Thank you for your reply. We have noted your request and will process the refund as soon as we receive and inspect the returned package. Rest assured that we will handle this promptly.
If you have any further questions or need assistance at any point, please do not hesitate to reach out to us. We are here to help.
Thank you for your patience and understanding.

Question 56

Follow up refund progress

Accepted Answer

Dear Customer,
Thank you for your support and trust in us. I have just refunded your order. 
The refund is expected to be returned to your original account within 3-5 business days. Kindly sit back and await its arrival.
If you have not received your refund after 5 working days, please contact your card issuing bank to confirm the refund issue.
We hope this addresses your concerns. If you have any further questions or encounter any issues, please do not hesitate to reach out to us. We are here to assist you.
Thank you for your understanding.

Question 57

Insurance-related queries

Accepted Answer

We have shipping insurance available which can be added in the cart.

Question 58

Escalate to customer service

Accepted Answer

If my advice doesn't help, please contact with service@rayneo.com. They are professional after sale team and will give a more detailed solutions

Question 59

Extended warranty

Accepted Answer

Dear Customer,
Thank you for your support and trust in us. We truly appreciate your loyalty!
I'm happy to inform you that we've added you to our VIP list and extended your warranty by an additional six months. We hope this gesture shows our appreciation for your continued support. ?
We also have an exciting offer for you! As a special thank you to our VIP customers, we are giving away free gifts to 10 lucky members. 
You can choose between:
A Pocket TV (You can find more details about this product here).
Or
A $50 refund on your purchase.
If you're interested in either of these options, please reply within the next 24 hours to secure your choice. We hope this brings you even more joy as you use our products!
Thank you once again for being a valued customer. We look forward to your response.

Question 60

Differences between product models

Accepted Answer

You can get answers here��
https://www.rayneo.com/blogs/news/rayneo-air-2-vs-air-2s-xr-vs-x2-ar-glasses-a-detailed-comparison

Question 61

Which product suits my needs? (Seeking recommendations)

Accepted Answer

You can get answers here��
https://www.rayneo.com/blogs/news/rayneo-air-2-vs-air-2s-xr-vs-x2-ar-glasses-a-detailed-comparison

Question 62

Differences between X2 and Air series glasses

Accepted Answer

Dear Customer,
Thank you for your continued support and trust in our products. We truly appreciate your interest and engagement with RayNeo glasses.
To help you better understand the differences between the RayNeo X2 and the RayNeo Air series, here��s a concise overview:
RayNeo X2 Glasses:
Focus: The RayNeo X2 is designed to integrate AR technology seamlessly into real-world applications. It excels in scenarios such as real-time translation, navigation, and photography, making it an ideal choice for users who require high performance and versatility.
Use Case: Suitable for those who need a robust AR solution for everyday tasks, travel, and professional use.
RayNeo Air Series Glasses:
Focus: The RayNeo Air series is tailored for entertainment experiences. It offers an immersive large-screen movie-watching and gaming experience, making it perfect for leisure and relaxation.
Design: The Air series is designed to be lightweight and comfortable for extended wear, ensuring a seamless and enjoyable experience.
We hope this information helps clarify the distinctions between the two models. If you have any further questions or need additional details, please don��t hesitate to reach out. Your satisfaction is our top priority.
Thank you once again for choosing RayNeo.

Question 63

Package marked as delivered but not received

Accepted Answer

Dear Customer,
Thank you for your support and trust in us. We truly appreciate it.
I have checked the details of your order and found that it was shipped with the tracking number provided in your order. You can use this number to track your package on the following platform:https://www.rayneo.com/apps/17TRACK
To ensure the fastest resolution, we recommend contacting the carrier directly to confirm the status of your package. It��s also possible that a family member or neighbor may have collected the package on your behalf, so it��s worth checking with them as well.
If you need any further assistance or have any additional questions, please don��t hesitate to reach out. We��re here to help!

Question 64

Shipping time

Accepted Answer

Dear Customer,
Thank you for your continued support and trust in us. We truly appreciate your business and confidence in our products.
We would like to inform you that we typically process and arrange shipments within 3-5 working days after your order is placed. The estimated arrival time may vary depending on factors such as the time of order placement, delivery address, and logistics conditions. While we strive to provide the most accurate information, we are currently unable to specify an exact arrival time.
Please rest assured that we are committed to continuous improvement in our products and services to ensure a better experience for you in the future.
If you have any questions or concerns, please feel free to reach out to us. Your satisfaction is our top priority.
Thank you once again for choosing us.