Shipping policy

Shipping Policy

1. Order Processing & Dispatch

  • Orders are typically processed and shipped within 1-3 business days (excluding weekends and public holidays).
  • If an item is out of stock, we will notify you via email. Please ensure that the email address provided is correct and active.

2. Shipping & Tracking

  • Once your order has been shipped, you will receive an email with tracking details. Please use this information to monitor your package’s status.
  • All shipping fees are non-refundable once the parcel has left our facility.
  • Express shipping requires a complete and accurate address (no P.O. Boxes) and a valid contact number.

3. Estimated Delivery Times

  • Shipping times vary based on location, customs clearance, and external factors such as weather conditions or courier delays.
  • If your package is significantly delayed, please contact us, and we will assist in investigating the issue. However, claims submitted more than 30 days after the estimated delivery window will not be accepted.

4. Incorrect or Incomplete Shipping Address

  • Customers are responsible for providing a correct and complete shipping address.
  • If a package is returned to us due to an incorrect or incomplete address, the customer must cover the reshipping cost.

5. Lost or Misdelivered Packages

  • If your package is marked as “Delivered” but has not been received, please first check with your local postal service.
  • We are not responsible for lost or stolen packages after they have arrived in the destination country. Customers must contact their local post office to file a claim.

6. Tracking & Unclaimed Packages

  • It is the customer’s responsibility to track their parcel.
  • If a package is held at the post office and remains uncollected for 7-12 days, it may be returned to us. Customers must pay an additional shipping fee for reshipment.
  • Carrier tracking updates indicate if a delivery attempt has been made or if further action is needed. Please follow up to prevent delays.

7. Customs Fees & Import Duties

  • International shipments may be subject to customs duties, taxes, and other fees imposed by local authorities. These charges are the customer’s responsibility and must be paid upon arrival.
  • Customs inspections may cause unforeseen delays that are beyond our control.

8. Special Shipping Conditions for Toric/Astigmatism Lenses

  • Orders containing toric or astigmatism lenses may take up to four weeks to process before shipping, regardless of the selected delivery method.

9. Additional Shipping Charges

  • We reserve the right to request additional shipping fees after an order has been placed, particularly in cases involving remote areas or other exceptional circumstances that significantly increase delivery costs.
    If you are unable to accept the additional charge, please contact us to discuss alternative solutions. If no agreement is reached, we reserve the right to cancel the order and issue a full refund to the customer.