Shipping policy

Last updated: May 10, 2026

HONG KONG HEGUANG FUTURE TECHNOLOGY CO., LIMITED (“VONKO”, “we”, “us”, or “our”) operates the official VONKO online store at vonkolife.com.

At VONKO, we aim to provide a clear and reliable shipping experience for our intelligent home cleaning products, including robot vacuum cleaners, robot vacuum and mop products, auto-empty stations, charging docks, accessories, spare parts, and related product bundles.

This Shipping Policy explains how order processing, delivery estimates, shipping charges, tracking, customs, failed delivery, damaged parcels, and related shipping issues are handled when you purchase products directly from our official online store.

This Policy should be read together with our Terms of Service, Privacy Policy, Cookie Policy, Return & Refund Policy, and Warranty Policy.

1. Scope of This Policy

This Policy applies to purchases made directly through the official VONKO online store at vonkolife.com.

It applies to eligible orders for VONKO robot vacuum cleaners, robot vacuum and mop products, auto-empty stations, charging docks, replacement accessories, spare parts, consumables, and related product bundles, unless a different product-specific condition, promotional rule, final-sale notice, shipping notice, or mandatory legal requirement applies.

This Policy does not apply to purchases made through third-party marketplaces, retailers, distributors, resellers, or second-hand sources. Those purchases are subject to the shipping and delivery policies of the relevant third party.

2. Order Processing Time

After you place an order, we begin reviewing, preparing, and processing it for shipment.

Unless otherwise stated on the product page, at checkout, or in a specific promotional notice, in-stock orders are usually processed within 1–2 business days.

Orders are generally not processed or dispatched on weekends or public holidays unless otherwise stated.

Processing may take longer in certain situations, including where:

  • order volume is unusually high;
  • an item is temporarily out of stock, backordered, or pre-ordered;
  • the order requires address verification or payment review;
  • the product requires additional inspection, preparation, or warehouse transfer before dispatch;
  • weather, customs, logistics disruption, or carrier constraints affect dispatch operations.

If there is a significant processing delay, we will try to provide an update where reasonable and practical.

3. Shipping Destinations

We may ship to selected countries or regions supported by the VONKO website, our logistics partners, warehouse network, and compliance framework.

Shipping availability may vary depending on:

  • product type;
  • product size or weight;
  • battery, electronic product, or transport restrictions;
  • local import requirements;
  • carrier coverage;
  • warehouse availability;
  • destination country or region;
  • checkout configuration.

If we are unable to ship to your location, this may become clear at checkout or after address review.

We reserve the right to limit or refuse shipment to destinations where delivery is unavailable, commercially unreasonable, restricted by law, or unsupported by our logistics providers.

4. Shipping Charges

Shipping charges, if any, will generally be shown at checkout before your order is finalized.

Shipping costs may vary depending on:

  • destination;
  • order value;
  • product size or weight;
  • shipping method selected;
  • warehouse location;
  • carrier surcharges;
  • remote-area or special-delivery handling;
  • promotional shipping rules, where applicable.

We may offer free shipping or promotional shipping support on eligible orders. If free shipping applies, it will be shown at checkout or stated clearly on the relevant product page or promotion.

Taxes, import duties, customs fees, clearance charges, VAT, GST, or similar cross-border costs may or may not be included in the checkout total depending on the destination and shipping setup used for the order.

5. Estimated Delivery Times

Unless otherwise stated on the product page, at checkout, or in a specific shipping notice, estimated delivery is typically 6–10 business days after dispatch.

This means:

  • order processing usually takes 1–2 business days for in-stock products;
  • estimated delivery usually takes 6–10 business days after the order has been dispatched.

Any delivery timeframe shown on the VONKO website is an estimate unless we expressly state otherwise.

Actual delivery times may vary based on destination, carrier performance, customs clearance, local holidays, weather, operational delays, remote-delivery conditions, address accuracy, and other circumstances outside our reasonable control.

Estimated timelines should not be interpreted as guaranteed delivery deadlines unless required by law or expressly confirmed by us in writing.

6. Shipment Confirmation and Tracking

When available, we will send a shipment confirmation or tracking update after your order has been dispatched.

Tracking availability may depend on the destination, carrier, shipping method, warehouse, and product type.

Please allow time for tracking information to become active after shipment. In some cases, there may be a delay between dispatch and the first carrier scan.

If tracking does not update immediately, this does not always mean that the parcel has not moved. Carrier systems may take additional time to display new tracking events.

7. Split Shipments

Where operationally necessary, we may ship an order in multiple parcels.

This may happen, for example, when:

  • products are stored in different warehouses;
  • part of the order is ready earlier than the rest;
  • robot vacuum units and accessories require different packaging;
  • certain items require different carriers or transport conditions;
  • one or more items are temporarily delayed.

If your order is split into separate shipments, you may receive multiple tracking updates.

8. Delivery Address Accuracy

You are responsible for providing a complete and accurate shipping address at checkout.

Please check the following carefully before placing your order:

  • recipient name;
  • street address and unit details;
  • postal code;
  • city and region;
  • country or region;
  • phone number where required;
  • email address for shipping updates.

If you notice an address error after placing your order, please contact us immediately at service@vonkolife.com.

If the order has not yet been processed or dispatched, we may be able to update the address. Once the order has entered fulfillment or has been handed to the carrier, address changes may no longer be possible.

We are not responsible for delays, failed delivery, additional shipping charges, return fees, or lost shipments caused by inaccurate or incomplete address information provided by the customer, except where required by applicable law.

9. Failed Delivery Attempts and Refused Shipments

Please do not refuse delivery or abandon a shipment without contacting us first.

If a package cannot be delivered due to an incorrect address, repeated failed delivery attempts, refusal of the package, failure to complete customs clearance, failure to collect the shipment, or lack of response to carrier requests, additional carrier fees, return fees, storage charges, customs losses, or handling deductions may apply where legally permitted.

If a returned parcel is received back by us, any refund, replacement, or reshipment may be subject to review of the original shipping cost, return charges, customs impact, delivery history, and the condition of the returned shipment.

10. Customs, Import Duties, and Local Taxes

For cross-border shipments, import duties, VAT, GST, customs handling fees, clearance charges, or similar local charges may apply depending on the destination country or region and local laws.

Whether such charges are collected at checkout, included in the listed price, or payable upon import may vary by destination and checkout configuration.

You are responsible for complying with local import requirements and for responding to customs or carrier requests where needed.

If a shipment is delayed, returned, abandoned, or destroyed because customs requirements are not completed by the recipient, we may be unable to issue a full refund, subject to applicable law.

11. Delays Beyond Our Control

We are not responsible for shipping delays caused by circumstances beyond our reasonable control, including:

  • severe weather;
  • customs inspections or customs backlog;
  • transportation network disruption;
  • labor shortages or strikes;
  • public holidays;
  • public health events;
  • war, sanctions, or legal restrictions;
  • carrier system failures;
  • force majeure events;
  • incorrect or incomplete address information provided by the customer.

Where such events affect your shipment, we will try to provide reasonable updates when information becomes available.

12. Damaged Parcels, Missing Items, and Shipping Issues

Please inspect your order after delivery.

If your order arrives visibly damaged, incomplete, or materially inconsistent with what you purchased, please contact us as soon as possible at service@vonkolife.com.

Where appropriate, we may request:

  • photos of the outer shipping box;
  • photos of the shipping label;
  • photos of the product and internal packaging;
  • photos of the robot vacuum, charging dock, auto-empty station, accessories, or damaged parts;
  • a brief description of the issue;
  • videos showing the issue, where relevant.

Shipping-related issues may be handled under this Shipping Policy, our Return & Refund Policy, our Warranty Policy, or another applicable after-sales process depending on the nature of the issue.

13. Lost Packages

If tracking shows no movement for an unusual period, or if you believe a package may be lost, please contact us at service@vonkolife.com.

We may investigate with the carrier and, where appropriate, offer a replacement, refund, claim process, reshipment, or another reasonable solution depending on the shipment status, proof of delivery, carrier findings, product availability, and applicable law.

If carrier tracking confirms delivery but you cannot locate the package, we may ask you to check with household members, neighbors, building management, local delivery points, or the carrier before a claim can be reviewed.

14. Pre-orders and Backorders

If a product is marked as pre-order, backorder, or otherwise not immediately available, the shipping timeframe may differ from the standard timeframe stated for in-stock products.

Estimated dispatch timing for such items should be understood as an estimate only and may be updated if inventory, production, warehouse transfer, or logistics conditions change.

If your order contains both in-stock and pre-order items, we may hold the order until all items are ready, or ship separately where operationally appropriate.

15. Product Packaging and Delivery Handling

Robot vacuum products, auto-empty stations, charging docks, and related accessories may be shipped in protective packaging designed to reduce transit damage.

Please keep the product packaging, shipping box, accessories, manuals, and packing materials for a reasonable period after delivery, especially if you may need to request a return, replacement, warranty review, or shipping damage claim.

Do not dispose of damaged packaging before contacting us if you need to report a delivery issue.

16. Mandatory Consumer Rights

Nothing in this Shipping Policy is intended to limit any mandatory rights you may have under applicable law.

If you are a consumer in a jurisdiction that grants mandatory remedies for non-delivery, delayed delivery, failed performance, or goods that do not arrive as agreed, those legal rights remain available to you regardless of any other provision of this Policy.

17. Contact Us

For shipping questions, delivery issues, tracking requests, address corrections, damaged-parcel claims, missing-item reports, or order-support enquiries, please contact:

VONKO Customer Support
Email: service@vonkolife.com
Contact page: Contact Us