SHIPPING, RETURNS, REPLACEMENT AND REFUNDS POLICY

SHIPPING LOCATIONS, COSTS AND TIMINGS
393lens.com assures you reliable, fast and hassle-free shipping services on your every purchase. The prices exclude shipping charges, but we offer free shipping to most locations worldwide.

1. We ship worldwide, especially in Hong Kong, Singapore, The USA, China Mainland, Australia, Thailand, South Korea, New Zealand, Japan, Malaysia, Taiwan, Indonesia, The Philippines and Canada.
   
   
2. Customers in Hong Kong can also arrange a local pickup, please leave a note at checkout or contact us for further details. 
   
   
3. We are currently offering a worldwide tracked free shipping option with an estimated 7-21 working days to most urban locations and up to 60 working days in certain extended locations and a premium option for fast delivery with 3-21 working days to most urban and up to 45 working days to certain extended locations.
   
   
4. The delivery time varies according to the load factor of the delivery network, holiday seasons, and the actual availability of the service to the region. It can not be used as an excuse for chargebacks if the delivery extends beyond the stated estimate.
   
   If there is no Fast/Premium shipping option available at checkout to your location then we currently only support basic shipping to your location, even if the name mentioned is "express" or it is paid,
   
   Please contact customer support to check the updated availability of shipping options and required timings to your location as all shipping options are not available for all locations, also, please do not assume the delivery time.
   
   
5. Please ensure that the address is complete and accessible to the post/courier, it is beyond our control to change/amend the delivery address once the parcel leaves our warehouse and it is not possible to recall the parcel/stop it/redirect it or take any other similar request.
   
   
6. In the case of Loss/non-delivery, if you have chosen basic free shipping, it may require a period of up to 60 working days for us to check the status with the courier company and to issue a refund in case of a lost parcel due to the nature of the service.
   
   
7. In the case of a wrong/Incomplete address provided by the customer at checkout, we reserve the right to reship under the Free Global Shipping program, an additional shipping fee may be required to reship, in case of a refund we reserve the right to deduct a shipping/Packing/Handling fee associated with the shipment.
   
   
8. 393lens.com is collaborating with well-known shipping companies for bulk rates, therefore we offer you the best and most competitive prices, so it is a cost-saving deal. The shipping charges may also depend on the weight of the order, the shipping location, and the type of shipping method you choose at the time of checking out.
   
   
9. We ship all the confirmed online orders within 2-14 working days. Regular contact lenses are shipped more quickly than specialized or Astigmatism-related lenses. As soon as we dispatch your order, we will send you the shipping details with the tracking number of your order by e-mail. Orders placed on the weekend or national holidays (Hong Kong) will be processed on the next working day.
   
   
10. Shipping charges are absolutely non-refundable and a deduction can be made for refunds for returns,
    
    
11. Orders returned due to unacceptance/unavailability/customs issue or any other reason are liable for a deduction of shipping costs duties/surcharges/return fee/surcharges and other charges as charged by the carrier before refund.
    
    
12. All shipping charges, if paid by the customer are exclusive of all customs duties, surcharges, etc.  The customer will be liable to pay all such charges that are imposed by the destination country’s customs authorities.  In such conditions, the customer may be required to contact customs authorities directly to release the shipment.
    
    
13. Customers confirm that they possess valid documentation/licensing for customs clearance based on the destination country requirement and 393lens.com is not responsible for providing any documents related to the destination customs clearance except a true valued Invoice.
    
    
14. Orders are processed and shipped on Working days (Monday-Friday), except on Hong Kong general public holidays and weekends. Refunds are also processed accordingly.
    
    
15. "Express" in the courier name does not necessarily mean it is an express service nor does it mean "DHL".
    Kindly contact us to clarify if you are in any doubt about the type of service available to your location, we are responsible for fulfilling our promises and obligations but have no responsibility to fulfil your assumptions.
    

BACKORDERS

1.  Contact lenses are medical devices and at times can be out-of-stock or not available for instant dispatch.
   In such cases, we will send you an e-mail or call you informing you about the cause of the delay and will let you know the estimated date of availability.
   
   
2. We may also ship you a partial order for the available product and preserve the remaining one on a "back-order" status. Once that product/item is available, we will dispatch the same at the earliest.

RETURNS AND REPLACEMENTS

In brief, If you are not satisfied with your purchase, we will accept a return, provided the box is unopened and unused, as simple as that, We offer an exchange with a similar product if you are uncomfortable with the lens.

Customer satisfaction is our priority. For more information, comments or feedback please contact us at info@393lens.com/

1. Our policy lasts 180 days. Most items are eligible for returns and exchanges during that period.
2. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
3. In the case of an item being defective/uncomfortable in use, it can be replaced with a similar item despite it being opened and used, please contact us for more details.
4. Several types of goods are exempt from being returned. Like cleaning solutions, customized lenses, gift cards etc.
5. To complete your return, we require your order number and a brief description of the issue with your purchase to be included with your returns.
6. Your orders should not be returned to the manufacturer, they should be returned to us, please contact us for an updated returns address.
7. There are certain situations where only partial refunds could be granted: (if applicable)
   a) Any item not in its original condition, damaged or missing for reasons not due to our error.
   b) Any item that is returned more than 180 days after delivery
   
8. In case of discomfort or any other related issue, we require a valid prescription to be provided by the customer.

Refunds for returns and order cancellation (if applicable)

1. For returned items, once your return is received and inspected, we will send an email to notify you about your returned item. We will also inform you of what to expect next.
2. If approved, your refund will be processed, and a credit will be applied automatically, within 7 working days.
3. All refunds are subject to the deduction of non-refundable Bank/PayPal/Payment Processor fees.
   Paypal specifically does not refund the payment processing charges. 

Replacements and Exchanges

1. If your eye power has changed and you have unused and unopened Contact lenses, we will gladly exchange them for your updated power, please contact us at info@393lens.com with the details of the exchange required.

Late or missing refunds (if applicable)

1. If you have not received a refund within 14 days, check your bank account first.
2. Then contact your credit card company, it may take some time before your refund is officially posted.
3. Next, contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and still have not received your refund yet, please contact us at info@393lens.com.

Sale items (if applicable)

1. Only regular priced items may be refunded, unfortunately, sale items cannot be refunded unless a defective or wrong item was shipped. 

Shipping Returns

1. To return your product, please get in touch with us for a return address after getting an RMA from us.
2. In general, you will be responsible for paying for your shipping costs for returning your item. Shipping costs, if paid are non-refundable. If you receive a refund, the cost of shipping may be deducted from your refund.
3. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
4. If you are shipping an item over USD 75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

PRESCRIPTION

We serve you on the assumption that you possess a valid prescription and order exactly as per the prescription, we do not require you to upload a prescription, but it is your responsibility to have a valid prescription and to order according to the prescription, we do not provide any fitting, comfort, replacement or any other guarantee without a valid prescription.