FAQs:
1.How long will it take to receive my order?
Standard shipping: 8-20 business days
Express shipping (SURCHARGE): 8-12 business days
2.Do you provide tracking number?
Most of our products are shipping from Shanghai or Hongkong. Your package will be sent to USA by EMS or DHL and resent by USPS. Since most of our products are makeup and contact lenses, it might take usually 10 days to arrive in USA. We will not send you the tracking number of EMS or DHL. Your USPS tracking number will be sent to your email once package resent.(For non - USA orders we will send you the EMS or DHL tracking number once your package shipped.)
3.I want to amend or change my order.
Please contact our Customer Service, no extra charge required before orders dispatched. Once the order shipped，you can’t change it.
4.How do I change the shipment address for ordered package?
Please contact our Customer Service.no extra charge required before orders dispatched. Once the order shipped，you can’t change it.
*Please make sure your address is valid within 20 business days or we will not be responsible for the resulting loss.
5. There is a hole in my contact lenses, may I return them?
We only accept contact lenses without damage to the return application (all contact lenses damages are identified as man-made damages by any contact lens manufacturers ), the new lens have to go through multiple machine scan and manual inspection processes, generally the new lens won’t be damaged. After a large number of our user investigation and the professional information feedback, 99% of the contact lens damage is due to the careless when removing the contact lenses into the lens box , the lens adhesion at the edge of the box and readily screw the lid. Or damaged by the wearer’s fingernails during removal or wearing.
*Please check carefully before opening the sealed package!
Only original condition products(unopened, unmarked and unused) can be returned for a partial refund. Returns are subject to a 30% administration fee.
If you found the products have below issues, please take photos as proof and we will resend you replacement without extra fees.
●Lens was torn or broken in SEALED bottle
●Lens was in odd shape in SEALED bottle
●Lens was expired in SEALED bottle
6. I've placed the order and the payment was successful, but I forgot to use the coupon, can you refund the difference ?
Sorry, the coupon can not be used after the order placed. You can use it next time when purchasing from OKJOO.
7.Should I bear the freight if I return the goods?
Within 30 days, if the customer returns for non-quality problems, return shipping costs to be borne by the customer; the amount of freight issued by the order will be deducted from your actual refund. In addition you will be charged 30% of the return costs. If goods have quality problems, we will bear the freight.
Note: We only accept contact lenses unopened without damage return application (all contact lenses damages are identified as man-made damages once sealed package opened)
8.Something wrong with the goods I received.
●Fewer items received: Please contact our Customer Service, we will refund you the purchase price or resend the items.
●Wrong item received: Please take a photo of the product and attach it along the email to askus@okjoo.com, we will check our record. We will resend the correct items to you at our own expenses.
●Goods damaged in transit: Please take a photo of the item and attach it along with the email to askus@okjoo.com. We will resend the same item to you at our expenses. （not including the outer packing damages）
9.What if I cancel my order after payment
●If you wish to cancel your order after payment due to any reasons, please inform us immediately. Worth to note that, not full payment will be refunded, 10% administration fees of your amount purchased will be imposed.
●Once products are SHIPPED, and you wish to cancel your order, 30% administration fees will be imposed and shipping is non-refundable items. Refund will be processed only after the product returns to us.
If you still have questions please send us an email, we will reply as soon as possible, thank you.
1.How long will it take to receive my order?
Standard shipping: 8-20 business days
Express shipping (SURCHARGE): 8-12 business days
2.Do you provide tracking number?
Most of our products are shipping from Shanghai or Hongkong. Your package will be sent to USA by EMS or DHL and resent by USPS. Since most of our products are makeup and contact lenses, it might take usually 10 days to arrive in USA. We will not send you the tracking number of EMS or DHL. Your USPS tracking number will be sent to your email once package resent.(For non - USA orders we will send you the EMS or DHL tracking number once your package shipped.)
3.I want to amend or change my order.
Please contact our Customer Service, no extra charge required before orders dispatched. Once the order shipped，you can’t change it.
4.How do I change the shipment address for ordered package?
Please contact our Customer Service.no extra charge required before orders dispatched. Once the order shipped，you can’t change it.
*Please make sure your address is valid within 20 business days or we will not be responsible for the resulting loss.
5. There is a hole in my contact lenses, may I return them?
We only accept contact lenses without damage to the return application (all contact lenses damages are identified as man-made damages by any contact lens manufacturers ), the new lens have to go through multiple machine scan and manual inspection processes, generally the new lens won’t be damaged. After a large number of our user investigation and the professional information feedback, 99% of the contact lens damage is due to the careless when removing the contact lenses into the lens box , the lens adhesion at the edge of the box and readily screw the lid. Or damaged by the wearer’s fingernails during removal or wearing.
*Please check carefully before opening the sealed package!
Only original condition products(unopened, unmarked and unused) can be returned for a partial refund. Returns are subject to a 30% administration fee.
If you found the products have below issues, please take photos as proof and we will resend you replacement without extra fees.
●Lens was torn or broken in SEALED bottle
●Lens was in odd shape in SEALED bottle
●Lens was expired in SEALED bottle
6. I've placed the order and the payment was successful, but I forgot to use the coupon, can you refund the difference ?
Sorry, the coupon can not be used after the order placed. You can use it next time when purchasing from OKJOO.
7.Should I bear the freight if I return the goods?
Within 30 days, if the customer returns for non-quality problems, return shipping costs to be borne by the customer; the amount of freight issued by the order will be deducted from your actual refund. In addition you will be charged 30% of the return costs. If goods have quality problems, we will bear the freight.
Note: We only accept contact lenses unopened without damage return application (all contact lenses damages are identified as man-made damages once sealed package opened)
8.Something wrong with the goods I received.
●Fewer items received: Please contact our Customer Service, we will refund you the purchase price or resend the items.
●Wrong item received: Please take a photo of the product and attach it along the email to askus@okjoo.com, we will check our record. We will resend the correct items to you at our own expenses.
●Goods damaged in transit: Please take a photo of the item and attach it along with the email to askus@okjoo.com. We will resend the same item to you at our expenses. （not including the outer packing damages）
9.What if I cancel my order after payment
●If you wish to cancel your order after payment due to any reasons, please inform us immediately. Worth to note that, not full payment will be refunded, 10% administration fees of your amount purchased will be imposed.
●Once products are SHIPPED, and you wish to cancel your order, 30% administration fees will be imposed and shipping is non-refundable items. Refund will be processed only after the product returns to us.
●If your parcel being returned due to (incorrect address given by customer, unclaimed parcels, recipient not available during delivery) and a refund request is made, we will impose 30% administration fees of your total order value and deduct the shipping charges and refund you the remaining amount.
Important：
to check your shipping information
EMS / Korean Post: https://www.trackingmore.com/en.html
Canada Post: https://www.canadapost.ca/web/en/home.page
USPS: https://www.usps.com/
DHL: http://www.dhl.com/en.html
If you still have questions please send us an email, we will reply as soon as possible, thank you.
