FAQ

Order

Q. Do I need to have a vision check before ordering color contact lenses?
A. If you are using contact lenses for the first time, ask your optometrist for confirmation. To check your eye health, please visit your optometrist at least every two years.

Q. How long my order will be processed?
A. We ship from our warehouse in South Korea. Order processing time requires at least 1 - 3 business days exclude weekend and public holiday. Please note this can take longer during our sale periods and if an item you ordered is out of stock order processing times may be delayed.

Q. Can i get the prescription for colored contacts same as my glasses?
A. No. Please consult your optometrist for the exact prescription of your contact lenses.

Q. I can not find a product prescription option.
A. If your prescription is not on the list, the prescription means a temporary out of stock.

Q. How do I change the shipping address of my order?
A. Please contact us if the shipping address has changed. It is not possible to change the shipping address after 24 hours after your order or after your order has been shipped. If you change the default shipping address for "Account," it will not be reflected in recent orders.
 

Product

Q. Circle lenses stuck in the glass bottle.
A. Gently shake the bottle upside down left and right repeatedly until the lenses came off. Or if you have tweezers for contact lenses, you can also use that to take out the lenses. You can also use a cotton bud by dipping cotton bud directly in the bottle to take the lenses out. Please ensure to remove it carefully.

Q. I have just received my lenses, but I noticed that the color is not the same as what I have been purchased before. What makes the lens color become darker or lighter than before?
A. We always restock our product when it happens to be out of stock. The new batch will not be the same as the previous one. This is due to a different batch of manufacturing. The design will remain the same but the color might be slightly different in a new batch.

Q. What is Silicone Hydrogel lenses?
A. Silicone hydrogel contact lenses are advanced soft lenses that allow more oxygen to pass through the lens to the cornea than regular soft ("hydrogel") contacts. They are healthier than regular soft lenses because they allow up to 6 times more oxygen to pass through them and increased oxygen transmission results in better overall eye health.

Q. I want my right eye to have cy = 0 and axis = 0. How do I order?
A. You can order both toric powers equally. Then leave your frequency on the order memo.

 

Shipping

Q. Where can I find my order number?
A. When your order ships, you will receive an email with shipping and tracking information. You can use your tracking number on the carrier's website to trace your order. We also list your tracking number with your order detail; click the "Order Status" button when you log in to your account.

Q. Why is my order separated into multiple packages?
A. Your order contained items which were out of stock. We send the in-stock products first, and then email you to ask what you want to do with the out-of-stocks. And this will help you avoid customs duties.

Q. My address is an APO, FPO, or PO box. Is delivery possible?
A. Delivery to these locations is available with standard mail. Unfortunately, products cannot be shipped to these addresses by express mail.

 

Payment

Q. What payment method do you accept?
A. KPOP2 accepts the following PayPal payment methods for online purchases:
(1) Visa
(2) Master Card
(3) American Express
(4) JCB
(5) Discover
(6) Paypal
The billing address does not need to match the address on your credit card statement. If your payment is not accepted online, please contact your bank to authorize the transaction or choose a different payment method. Your billing address, phone number, and email must match the information on your credit card statement.

Q. Will I receive a full refund for canceling an order?
A. Refunds will be issued according to the original payment method used to place the order. A 15% cancellation fee will be charged, and shipping tracking numbers will not be refunded for orders already shipped. All refunds are in US dollars, and we are not responsible for any loss caused by currency fluctuations or exchange rates. 

Q. Every time I tried to pay, it told me that the order was already paid for. However, payment is not possible.
A. So I opened a new google incognito window and was able to pay for it successfully.

 

Track & Trace

Q. Why is not my order tracking number working?
A. Canada, United Kingdom and Australia parcels sent by Standard Shipping are not able to be tracked. Please refer to your local post office.
 
Q. I waited for two weeks. Where is my order?
A. The best way is to contact your post office. If you still can not confirm, please wait up to 30 days (up to 60 days in winter). Delivery may be delayed due to post office strike, customs inspection, natural disasters, etc. If you still have problems, please contact us.

Q. Why USPS status always show ‘Origin Post is Preparing Shipment'?
A. This means the products have been shipped to the United States. Currently, the products are on their way to the recipient address. Please be reminded Global international mail will take 14 to 25 days of shipping time. Especially the United States, USPS, the tracking status will always stay the same and will be upgraded only when the products are delivered. Therefore, your understanding is greatly appreciated as the update of Global international mail is less frequent in USPS.

Q. What does it mean when tracking status says ‘Hold In ISC/ Custom Dept'?
A. This means the parcel is holding for checkup or taxation purposes in the countries. Hence please expect delay under these circumstances. KPOP2 does not carry any responsibilities for any delay due to custom or taxation regularities of the country. Recipients are of the responsible party to pay for the tax or import duty levies on them.
 

Account

Q. How do I reset my password?
A. If you have forgotten your password, change it here or follow the 'Forgotten Password' instructions on the "Customer Login" page. For security reasons, we are unable to send your password via email.

 

Other Questions

For any other questions that may not be answered here, please contact us.