Q1: Can I modify my order?

If your order has not shipped yet, we are happy to assist with updates to your shipping address, lens power, color, or quantity. Please contact our Customer Service Team immediately with your order number and requested changes.

Q2: When will my order ship?

Orders are typically dispatched on the next business day. Once shipped, a tracking confirmation email will be sent to your inbox (please check your spam folder). Processing may take slightly longer during holidays or peak seasonal drops.

Q3: Why hasn't my express shipment arrived?

Express delivery transit times can occasionally be impacted by local customs clearance, severe weather, or carrier delays. Please monitor your tracking link. If status updates stall for several days, reach out to our team for assistance.

Q4: My package was returned to sender. What should I do?

If tracking indicates your package is returning, please email us right away with the following details so we can re-ship or resolve it promptly:

Q5: My lenses feel uncomfortable. What should I do?

For new or long-stored lenses, initial dry sensations can occur. We recommend these steps before wear:

1. Soak lenses in fresh multi-purpose contact solution for at least 24 hours.
2. Gently rub and rinse lenses using your fingertips and fresh solution.
3. Re-insert and check for comfort.

If discomfort persists, remove lenses immediately and contact customer service with a photo or detailed explanation.

Q6: My lenses are torn or damaged. Can I still wear them?

Never wear torn, chipped, or deformed lenses. Damaged lenses can harm your ocular surface. If your item arrived damaged upon opening, stop use immediately and send us photos for a quick replacement or resolution.

Q7: How long can I wear the lenses? Beginners wearing schedule?

Our soft lenses are rated for 3 months of use after opening. Daily wear should not exceed 6 to 8 hours.

Q8: What is the UV version? Does it come with prescription?

UV Glow lenses are non-prescription (Plano 0.00) cosmetic lenses designed for blacklight reactivity. If you require vision correction, please select the Prescription (Rx) option and enter your vision power during checkout.

Q9: I received incorrect lens powers for my eyes.

We apologize for any fulfillment mix-up. If your package does not match your ordered Rx powers, please email your order number alongside a picture of the unopened lens packaging labels for immediate replacement.

Q10: I entered the wrong email address at checkout.

Your physical shipment will not be affected. Contact us with your correct email address so we can update your order file and resend your tracking notifications.

Q11: Received a different product than ordered?

If the lens color, design, or prescription differs from your order confirmation, send a photo of the received item to customer support for priority exchange processing.

Return Policy Overview

We accept returns for unopened, sealed, and unused items in original packaging. Please keep in mind:

• Return shipping costs are the responsibility of the customer.
• Original shipping fees are non-refundable.

International Orders & Customs Clearances

International packages (including South America & Asia) may experience customs delays. If tracking shows arrival in your destination country without updates, contact your local postal service or customs agency directly with your tracking number.