Frequently Asked Questions

Shipping destinations:
  • We ship locally and to most countries around the world.

Shipping times:

  • Local orders (US) take about 5-7 business days to be delivered to you and we ship within 3 business days. If the product needs to be replenished from an oversea warehouse, it usually takes between 7 and 14 days to arrive at its destination but can take longer from time to time.
  • International orders take about 15-30 business days to be delivered and we ship within 2-3 business days.
  • Shipping time might vary depending on location, shipment method and other factors.

Shipping cost:

  • Shipping price based on your location and the number of products you have ordered.
  • Orders will be charged for shipping depending on the number of products you have ordered and your country. The full price will be displayed at checkout. For more details, please click here.

Q: I have a tracking number, Why I can't track it?
A: Once the shipping label has been printed, you'll receive a tracking number via email. Note, it can take up to 3 days for shipping activity to update. 

Q: Can I change or cancel my order?
A: All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us immediately.

Q: Can I return my items?
A: Of course. We have a 30-day return policy. More details on this are here.

Q: How will you refund me?
A: The refund will go back onto the same card you used to place the order with us, and will be paid back to you via a return transaction. Please allow 3-5 days.

Q: Why my payment was declined?
A: There may be a few reasons:

  • You entered the wrong CSV security code or billing information.
  • The card is expired.
  • There is a hold on the card. In any event by calling your issuing bank they can tell you why the card is declining.

Solutions: try a different credit card or try using PayPal as your checkout method (they accept VISA, MasterCard, American Express and Diners Club).

Q: What if I haven't received the order confirmation email?
A: 1. Please check your spam. 2. Maybe you entered the wrong email address. We do recommend you take a screenshot of the thank-you page when you complete the checkout. 3. Please email us at sales@eyekeeper.com and provide your shipping information with us.