How to Return Contact Lenses for a Refund, Store Credit, or Replacement
Returning contact lenses, whether due to an incorrect order, prescription issues, or a need for store credit, is straightforward. Follow the steps below to ensure your return is processed efficiently.
Eligibility for Returns
Before starting the return process, ensure that the contact lenses meet the following criteria:
All boxes must be unopened and unmarked.
Boxes must be in their original packaging and pack sizes (e.g., 12-pack or 24-pack). Boxes of 6 are not accepted.
If you’re requesting an exchange, ensure to have the receipt, packing slip, or order details ready.
Step-by-Step Return Instructions
Request a Prepaid Return Label: Reach out to support with your order details to request a prepaid return shipping label. This will typically be sent via email.
Securely Package the Lenses: Use a sturdy box (not an envelope) to prevent damage during transit. Place the contact lens boxes securely inside. Avoid leaving space that could cause movement.
Include Order Details: Insert your receipt, packing slip, or other order documentation into the return package to help expedite processing.
Affix the Prepaid Shipping Label: Print and attach the pre-sent prepaid return label onto your package. Ensure the label is visible and secure.
Drop Off the Package: Take the package to the specified shipping carrier (details provided with the shipping label), such as USPS or other carriers, and have it sent back to the facility.
Refund, Store Credit, and Exchanges
Once the return has been received, you can choose from the following options:
Refunds
A full refund to your original payment method will be issued once the unopened and undamaged boxes are verified if the items are returned within 30 days of receiving them.
Store Credit
You may request a store credit voucher to be applied towards future purchases.
Exchanges
If the lenses were incorrect or need replacement, a replacement order will be processed as soon as the return tracking shows the package is in transit or received.
If you are ordering lenses with astigmatism or another upgrade, note that a price difference may apply, which must be paid before the new item ships.
Special Scenarios for Returns
Incorrectly Delivered Lenses: If the lenses were sent in error, notify support and provide a photo of the box label for verification. Follow the same return steps to receive the correct product or a full refund.
Returning Lenses with a Prescription Update: The prescription must be provided via email and not added in the box, otherwise it's going to be recycled.
Exchanging One Box Only: If only one box needs to be exchanged (e.g., due to a prescription mismatch for one eye), return just that box, and request a single replacement. A prepaid label will still cover shipping.
Frequently Asked Questions
Can I return damaged contact lenses?
Damaged lenses are not eligible for return. However, you may contact support to discuss options for any defective products.
What if my prepaid return label is lost?
Contact support to have the label re-sent to your email.
How will I know when my return is processed?
You will be notified via email once your return is received and verified. Subsequently, a refund, store credit, or replacement order will be processed. By following these steps and guidelines, you can ensure a hassle-free return process for your contact lenses.