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Remove your lenses immediately if they feel uncomfortable. An inside-out soft lens has an outward-flared edge that may sit incorrectly and cause irritation. Dryness, debris, damage or an unsuitable fit can also cause discomfort; do not assume the lens is simply inside out.

Before wearing a lens, wash and dry your hands and place it on a clean fingertip. A correctly oriented lens generally looks like a small bowl with upright edges; outward-flared edges suggest it is inside out. Follow the instructions supplied with your lens. Never use tap water or saliva.

If discomfort has already occurred, do not reinsert the lens or try to wear through it. Contact an eye-care professional promptly. Pain, redness, light sensitivity or blurred vision need urgent assessment; do not wait for customer support.

Do not wear a torn or damaged lens. Keep the product, blister or vial, outer box and shipping packaging.

Please provide your order number, product name, affected quantity, and clear photos of the damage, lot number and expiry date. Include the original video recorded at first opening, showing the sealed packaging and product label. Use the optional supporting-link field below.

We will review the materials and contact you about the next steps. If you did not record the first opening, tell us and provide the photos and details you have; do not recreate an opening video.

Compare the labels and quantities with your order confirmation, including free-box selections. Keep unopened products sealed. Send your order number and photos of all items received, their labels and the parcel label. Specify which item or quantity differs so we can investigate.

1. Check your mailbox, parcel locker, entrance and safe delivery locations. Ask family members, building security or reception, and neighbours whether they accepted it.

2. For a USPS delivery still missing after one postal business day, open a service request using your tracking number. Ask for an investigation and its final written outcome. An automated acknowledgement or chatbot reply is not the final investigation result.

3. Send your order and tracking numbers, USPS case number and final investigation email. If USPS confirms the parcel is lost, include that written confirmation. Paste the response below or add a document link. If the case is still open, tell us its status. For other carriers, contact the carrier shown in your tracking details.

Open USPS Email Us

During winter, Standard shipping may take up to 30 days after dispatch; order preparation is additional. If you need your order for a particular date, choose Express shipping at checkout where available and allow time for both preparation and delivery.

Check your latest tracking information. If 30 days have passed since dispatch, or tracking reports a delivery problem sooner, contact us with your order and tracking numbers. You can also contact us earlier if you are concerned. Express delivery remains subject to carrier and customs conditions.

Contact us as soon as possible with your order number and the exact correction requested. For an address issue, select Order support and start your message with URGENT: Address correction. Changes depend on preparation and dispatch status and cannot be guaranteed.

For a change-of-mind return, the product must be undamaged, unused and unopened, with its original packaging and seals intact. The customer pays the return shipping cost.

Contact us before returning any product. Include your order number, the items and your reason for return. Wait for confirmation of eligibility and the correct return instructions. Items that arrived damaged or incorrect are assessed separately under the product-concern process.

Not every box contains a pair. Check the individual lens count on the product page and review each eye's power. For a Buy 1 Get 1 offer, check both purchased-box and free-box options in your confirmation. If the quantity or options are unclear, send the product name and order number before opening the package.

This form does not upload files directly. Add a viewable file or folder link in the optional supporting-link field. If access is restricted, mention that in your message so our team can arrange access. Share only relevant material; never include passwords or payment-card details.

For a carrier response, you can also paste the final email text into the message, including its date, case number and investigation result. Keep the original email and original video available for review.