Do you ship internationally? At this time, we do not ship directly to international consumers. We only deliver within countries where we have an official license to sell. However, we welcome B2B partnerships. If you're interested in purchasing domestically or becoming a distributor, please reach out to us at sales@lensandco.com. We're happy to discuss opportunities in your region, subject to local FDA regulations and customs requirements.

Will I be charged additional taxes or customs duties on international orders? If you are purchasing our products through an authorized seller in your country, please note that certain countries may impose customs duties or taxes. These charges are determined by local authorities and are the buyer’s responsibility. We do not control or cover these fees.

Where do you ship from?
 All orders are dispatched from our licensed local fulfillment centers. The origin may vary depending on your location. To check the dispatch region for your order, please contact us directly at sales@lensandco.com.

How long will it take to receive my order?
 Delivery time depends on your location and local courier service. We process and pack orders daily during our business hours. While most packages are dispatched within 1–2 business days, actual delivery timeframes may vary.

How will I know when my order ships? 
You will receive a confirmation email with tracking information once your order has been shipped. If you do not receive this, please check your spam folder or contact us.

How do I track my order?
 Once shipped, you’ll receive a tracking number via email. Use this number to track your shipment through the courier's website.

What should I do if my tracking number isn’t updating? 
Please allow 24–48 hours after dispatch for the tracking number to become active. If there’s still no update after that, feel free to contact the shipping provider or email us for assistance.

Can I make changes or cancel my order after it’s placed?
 Yes, but only if your order has not yet been shipped. Once the shipping status is updated to "Shipped," we can no longer amend or cancel the order. Please double-check all order details before placing it. For urgent cancellation requests, contact us at sales@lensandco.com as soon as possible.

Can I place an order without creating an account?
 Yes, guest checkout is available. However, creating an account makes it easier to track orders, manage returns, and receive special offers.

How can I update my shipping address after placing an order? 
If your order hasn’t shipped yet, email us immediately at sales@lensandco.com with your updated address and order number. Once shipped, we cannot change the delivery address.

My order hasn’t arrived — what should I do?
 If your order is significantly delayed or missing, please first contact the courier directly using your tracking number. If unresolved, email us at sales@lensandco.com with your order number and case details. We’ll do our best to assist.

My order status says 'Delivered,' but I didn’t receive anything.
 Please contact your local courier service immediately. Sometimes a package is marked as delivered before it’s physically received or may have been delivered to the wrong address. Unfortunately, if the shipping provider confirms delivery, we are limited in the support we can offer.

What happens if delivery was attempted, but I wasn’t home?
 Contact your local courier to arrange a redelivery. If the delivery was only attempted once, your package may still be at a nearby hub and scheduled for another delivery attempt soon.

What if my package is returned to sender? 
If the return was due to an incorrect address, customs clearance issues, or missed delivery attempts, the order is not eligible for a refund. However, we can offer either a one-time replacement shipment or a gift card of equal value. Please note: only one replacement is allowed per failed delivery.

What does each order status mean? * Shop Received Your Order: We've received your order and are beginning the processing. * Packed: Your order is securely packed and awaiting shipment. * Ready to Ship: The package is prepared and waiting for pickup or drop-off. * Shipped: The order has been handed over to the shipping provider and is en route.

What is your return policy? Can I return or exchange my contact lenses?
Due to hygiene and safety standards, we cannot accept returns or exchanges for contact lenses once shipped. All sales are final. Cancellations are only possible if the order has not been shipped. Please review your order carefully before placing it.

Do you offer refunds if I change my mind?
 No. Once a package has left our facility, refunds are not accepted for change-of-mind, preference, or incorrect selection reasons.

I received a defective product — what should I do? 
If you believe you received a defective lens, please email us within 7 days of delivery at sales@lensandco.com. We’ll send you a claim form to fill out. Be prepared to submit: * A photo of the lot number on the packaging * Photos of the defective lens (including torn or damaged lens) * Images or description of symptoms (if applicable) **Please do not discard the product until a resolution has been confirmed. We may require further documentation to complete the claim. If verified, you may receive a refund or a gift card. Important: We cannot accept claims under the following conditions: * Lenses used improperly or stored incorrectly * Lenses damaged after multiple uses * Frozen lenses * Lenses moving slightly or feeling dry due to fit or hydration issues * Mild discomfort or blurry vision * Color differences due to individual iris base tones * Change of mind

I received the wrong item in my order — what should I do?
 Please contact us within 7 days of delivery at sales@lensandco.com and include clear photos of the incorrect items. We will verify the issue and send a replacement at no additional charge.

What if my package was damaged in transit?
 Email us photos of the damaged packaging or contents. Slight box dents may occur during delivery and are typically not eligible for refunds, but we'll assess each case individually.

What if my package was stolen after delivery? 
If the package was stolen before you could receive it, please contact your courier immediately to file a claim. Lens & Co. is not responsible for packages after confirmed delivery, but we will assist you in the claims process when possible.

I purchased a defective lens from a physical store. What should I do?
 Please email sales@lensandco.com within 7 days, and include: * Lot number photo * Photos of the lens and symptoms * Proof of purchase (receipt top portion) * Payment confirmation * Store name and location * Name and contact information The process is similar to online purchases, with added verification for in-store transactions.

Do you offer price matching if the item I purchased goes on sale later?
 Unfortunately, we cannot adjust prices after an order has been placed. Discounts are only applicable during the promotion period.

Notice Regarding Fraudulent Claims 
We take product safety seriously. Contact lenses are medical devices, and all fraudulent return or refund claims will result in a permanent ban from future purchases. We appreciate your understanding in maintaining fairness for all customers.

Can I order different powers for each eye?
 Each lens box contains two lenses of the same prescription. If you need different powers for each eye, please order two boxes — one for each prescription.

Can I wear colored contact lenses every day?
 Yes, but for eye health, we recommend wearing them for no more than 8 hours per day. Even with breathable silicone hydrogel material, wearing lenses for too long can limit oxygen flow to the eyes. * Daily lenses should be discarded after one use. * Monthly lenses can be worn for up to 30 days after opening.
Do not wear lenses while sleeping, swimming, or in saunas.

Can I wear colored lenses without a prescription? 
You should not wear contact lenses if you: * Have any eye infection, redness, or inflammation * Have eye injuries, severe dryness, or certain systemic diseases * Use specific medications that affect eye health
Please consult your optometrist before trying contact lenses for the first time.

What should I do if I experience discomfort while wearing the lenses? 
Immediately remove the lenses and rinse them with saline. If discomfort continues, stop using them and consult an eye care professional. Do not continue wearing lenses if you feel pain, blurred vision, or excessive dryness.

I’m having trouble uploading my prescription. What should I do?
 You can skip the upload and send it to sales@lensandco.com manually. Make sure your name and order number are included in the email.

Are your lenses safe?
 Absolutely. Our lenses are manufactured in South Korea under strict quality standards and are certified by ISO and CE. We only partner with verified manufacturers who meet international medical device regulations.

Can I use your lenses if I’ve never worn contacts before? 
If you're a first-time user, we strongly recommend consulting an eye care professional to ensure a proper fit, correct usage, and prescription compatibility before trying any lenses.

What is the shelf life of your lenses? 
Unopened lenses are valid for up to 8 years from the manufacturing date (YY-MM-DD on the package). Once opened: * Monthly lenses must be used within 30 days * Daily lenses must be discarded after one use

Can I reuse daily lenses?
 No. Daily lenses are designed for single-day use only and should be discarded after one wear. Reusing them can pose serious risks to your eye health.

How do I insert and remove contact lenses?
 To insert: 1. Wash your hands thoroughly 2. Place lens on fingertip and check it's not inside out 3. Hold your eyelids and gently apply the lens to your eye 4. Blink to adjust To remove: 1. Look in the mirror and locate the lens 2. Gently pinch the lens from the lower edge using thumb and index finger 3. Avoid using fingernails

What lens solution should I use?
 Use a high-quality, multi-purpose solution that is safe for soft lenses. Avoid tap water or homemade solutions.

What are your customer service hours?
 We’re available Monday to Saturday, 10:00–18:00.
 Email us anytime at sales@lensandco.com — we’ll reply during office hours.

How can I contact Lens & Co.?
 For all inquiries, concerns, or feedback, email: sales@lensandco.com
 We aim to respond within 1–2 business days.