If your order is being returned to sender, please contact our Customer Care team as soon as possible.
Returned orders usually happen because of incomplete addresses or carrier limitations. To help us resolve the issue quickly, have your order number and updated address details ready when you reach out.
Additionally, during carrier limitations such as strikes or restrictions on PO boxes, providing a physical street address is necessary to facilitate reshipment.
Common reasons for returned orders:
The shipping address was incomplete or incorrect (missing street or unit numbers).
Carrier delivery restrictions prevented delivery to the intended recipient.
The package was delivered to the wrong address and could not be retrieved.- Delivery to a PO box was not possible due to carrier limitations (e.g., during strikes or unavailability of alternate carriers).
A signature was required for high-value orders, but no authorized recipient was available to sign.
We’ll help you confirm and update your shipping address, including important details like apartment or unit numbers. Once verified, we’ll place a replacement order quickly to ensure your lenses are delivered without further delay.
Signature Requirements for High-Value Orders
For high-value orders, a signature is mandatory upon delivery. If you cannot be present to provide a signature, consider providing an alternate delivery address, such as your workplace or a trusted contact’s address, to ensure successful delivery.
Don’t worry—our Customer Care team is here to help every step of the way and make sure your order reaches you safely.