Shipping and Returns

SHIPPING & RETURN POLICY


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


  1. We are currently offering a worldwide tracked basic free shipping option (7-21 working days to most urban locations and up to 45 days in certain locations and varying according to the load factor of the delivery network and holiday season) and a premium option for fast delivery (3-14 working days to most urban and extended delivery locations), if there is no Fast shipping option available at checkout to your location then we currently only support basic free shipping to your location, please contact customer support to check updated availability of Fast shipping to your location.

  2. 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 parcel leaves our warehouse and it is not possible to recall the parcel/stop it/redirect it or take any other similar request.

  3. In the case of Loss/non-delivery, if you have chosen basic free shipping,  it may require a period of up to 45 days for us to check the status with the courier company and to issue a refund in case of lost parcel due to nature of service.

  4. In the case of a wrong/Incomplete address provided by the customer at checkout, we reserve the right to reship under Free Global Shipping program, an additional shipping fee may be required to reship, in case of refund, we reserve the right to deduct a shipping/Packing/Handling fee associated with the shipment.

  5. 393lens.com is collaborating with well-known shipping companies for bulk rates and, therefore we offer you the best and competitive prices and so it’s a cost-saving deal. The shipping charges may also depend on the weight of the order, shipping location and the type of shipping method chosen by you at the time of checking out.

  6. We ship all the confirmed online orders within 2-14 working days. Regular contact lenses are shipped quicker than Specialized lenses 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 on national holidays (Hong Kong) will be processed on the next working day.

  7. Shipping charges if applied are non-refundable and a deduction can be made for refunds requested in case of wrong/Incomplete address, Please contact customer care at info@393lens.com if your parcel was undelivered or check updates by logging in to your account.

  8. We ship worldwide, especially Hong Kong, Australia, New Zealand, South Korea, Japan, China, Malaysia, Singapore, Thailand, Taiwan, Indonesia, Philippines, Vietnam, Russian Federation, USA and Canada.

  9. Customers in Hong Kong may also arrange a local pickup, please leave a note at checkout or contact us for further details. 

  10. Kindly, note that all the shipping charges, if paid by the customer are exclusive of all customs duties.  The customer will be liable to pay all such charges which take place or are imposed by your countries customs authorities.  In such conditions, the customer may be required to contact customs authorities directly to release the shipment.


BACKORDERS

  1. There could be rare chances when your product is out-of-stock or not available for instant dispatch. In such cases, we will send you an e-mail or call you informing about the cause of 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 earliest.

 

RETURN

You are not satisfied with your purchase, we will accept a return, provided the box are 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 first priority. For more information, comments or feedback please contact us info@393lens.com

Please read our Returns Policy for further details.

 

TRACKING ORDERS

Login to ‘My Account’ and go to 'My orders' where you will be able to see all the products you have purchased. Simply select the product and your consignment tracking details will be provided.