FAQs

1.How long will it take to receive my order?

Standard shipping: 10-25 business days
Express shipping (SURCHARGE): 8-12 business days

2.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.

3.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.

4.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.

 5.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.

6.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 20% 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 by any contact lens manufacturers)

 

7.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）

If you still have questions please send us an email, we will reply as soon as possible, thank you.