Returns and Warranty

Returns and Warranty

This page consolidates the legacy Third Reality return, refund, and shipping guidance into the Shopify storefront. If you need help with a return or a defective product, contact support@3reality.com before shipping anything back.

Order cancellation

  • Orders can be canceled for a full refund before the product has shipped.
  • If the product has already shipped, the order can no longer be canceled as an unshipped order.

Return window and conditions

  • Most items can be returned for a refund within 30 days of delivery.
  • Items should be returned in their original condition and original packaging.
  • Return shipping is generally paid by the customer unless the item is damaged or defective.
  • If you want a replacement, place a new order after the original item has been returned.

Items that are not normally returnable

  • Clearance items
  • Gift cards
  • Personalized items
  • Discounted bundles unless the full bundle is returned
  • Items that have already been assembled
  • Items marked non-returnable on the sale page
  • Open-box items

If an item arrives damaged or proves defective, these exceptions do not apply in the same way. Contact support first and include your order number, product name, and a short description of the issue. Third Reality may cover return shipping for approved damaged or defective-item cases.

Return instructions

  • Do not send a return without contacting support first.
  • Approved returns are issued return instructions and the correct warehouse address.
  • If support asks for photos or video, include them before shipping the item back.

Refund timing

Once a refund is approved and processed, the legacy store stated that it typically takes about 48 hours for the refund operation to be completed back to the payment account. Bank and payment-provider timing can still vary.

Shipping guidance from the legacy store

  • Orders were stated to ship within 7 days of being placed.
  • Holiday orders were stated to be processed within 3 days.
  • Common carriers listed on the legacy site included SF Express, Yun Express, and UPS.
  • If a shipment is lost in transit, support can help investigate and arrange a replacement when appropriate.

Indicative shipping rates from the legacy store

  • US and Canada: free shipping, estimated 8 to 22 days.
  • Other regions: USD 10 for small packages, estimated 10 to 30 days.
  • Other regions: USD 40 for large packages including Smart Blinds, estimated 10 to 30 days.
  • Taxes may apply in some regions and may be borne by the buyer.

For any return, refund, exchange, or shipping question, use Contact Support.