FAQs-v2

Yes, we do ship internationally! **Shipping Rates ✈️** 📦 **US Shipping** - Orders under $60: 5-10 business days — **$4.99 USD** - Orders $60 and over: 5-10 business days — **FREE** 🌐 **Other Countries** - Orders under $40: 1-3 business days — **$11.99 USD** - Orders $40-$74: 1-3 business days — **$7.99 USD** - Orders $75 and over: 1-3 business days — **FREE** 📌 **Please NOTE!** Services are currently not available in: South Korea, India, Vietnam, Germany, Russia, Romania, Iran, Egypt, UK, Italy, Brazil, Mexico DELIVERY IS NOT AVAILABLE FOR PO BOX / AP BOX / UNI BOX

Some destination countries may levy taxes on your purchased goods. Please note that we have no control over these charges and cannot predict their amount. The receiver will be responsible for payment of any such import duties and taxes. [ponpish] is not responsible for unpaid customs taxes, and will not provide refunds for orders that are returned to us due to refused or unpaid duties. It is the recipient's responsibility to comply with the customs laws and regulations of your country. Kindly check your country's customs policies before placing your order.

💬 **As of now (updated April 17th 2025), there are no issues affecting shipments to the U.S. and orders can be placed as usual.** This is expected to remain unchanged until at least **May 2nd, 2025**. If any unexpected customs issue arises **after your package has shipped**, don't worry — we've got you covered. Please let us know how you would like to proceed: - **discard the package** and receive a **full refund**, **OR** - if you prefer to **receive the package and pay the customs tax**, we will **refund you the exact tax amount** from your original order total directly back to your original payment method. We hope this helps provide peace of mind when ordering. Feel free to reach out to our support team if you have any other questions or concerns 💜

Please reach out to our customer service at [CS 이메일] within 6 hours after placing your order. After this delay, we may or may not be able to cancel or modify your order depending on its preparation status. ***We kindly ask customers to double check their order before checking out as manual modifications may create complications in our system.***

📦 **Processing Time** - Orders must be placed by 5pm Pacific Daylight Time (PDT) for same-day processing - 1-5 business days processing time after payment - We do not ship during weekends and Korean holidays - Some items may take longer depending on manufacturer's schedule ⏳ **Delivery Time (After Shipping)** - **International (DHL)**: 1-3 business days - **US Delivery**: 4-10 business days You will receive tracking information via email once your order ships.

You will receive an email notification of your order confirmation as well as a dispatch email along with tracking information once your item is on its way to you. You can also check your package status on your account page.

[ponpish] is not responsible for any delays beyond our control once packages are out of our hands. Shipment delays do not qualify for refunds. Kindly reach out to the shipping provider directly for real-time updates, if the estimated time for processing and shipment has not yet elapsed.

For delivery issues or to reschedule a delivery, please contact the shipping provider directly with your tracking number. If they cannot locate your package, file a claim with the carrier and email us with the case number.

If, for any reason, you have not received the package, we would recommend taking the following steps: 1. **Double-Check**: Please make sure to thoroughly check around your property, with neighbors, or anyone who may have accepted the package on your behalf. 2. **Contact the shipping provider**: If you are unable to locate your package after a thorough search, we recommend getting in touch with carrier directly. They will be able to provide you with further assistance in locating your package. [ponpish] **is unable to take responsibility for items that have been confirmed as delivered to the correct shipping address and handled according to the delivery instructions.**

[ponpish] **is not responsible for packages sent back due to factors outside our control, such as absence of the recipient, customs, wrong address failure to pickup package on time etc.** If the package cannot be delivered due to the customer's *inaction or mistake*, refund the order cannot be refunded. The customer can choose between a Gift Card refund or a replacement package, free of charge. **Only one replacement can be offered per failed delivery.** If your package cannot be delivered because of an issue caused on the customer's part, the package will be discarded and you will not be eligible for a refund. If this situation arises, we will inform you beforehand and you will have 72 hours to get back to us to resolve the delivery issue.

If you were absent when a delivery attempt was made, your package will be sent to a local post office. **Kindly call the number on the notice slip you receive to retrieve your package and follow up directly with the shipping provider with your tracking number.** Please note that we are not responsible for any packages that are returned due to failed retrieval from the post office. You can track your package from the tracking number we provide you through your email address.

Your order will be displayed as '**Unfulfilled' until your package is shipped out**. 'Unfulfilled' simply means that we are still preparing your order. Once your order is shipped, the status will update to 'Fulfilled.' Please note that **'Fulfilled' means your package has been shipped, but it has not yet been delivered.**

**All contact lenses are final sale and cannot be returned for hygienic and safety reasons.** We kindly ask customers to double-check the options they select (lens color/type/power) and to inform us within 6 hours after payment if you would like to amend your order. [ponpish] is not responsible for any incorrect info provided by the customer and refund/replacement cannot be done once the order has been shipped. Please note that refund or replacement are not considered for 'unwanted' cases, including the color being different than expected, the lens looking too small or too big on eyes, etc. As people have different eye conditions such as light transmissivity, reflectance, and iris colors, the lens may slightly vary once tried on. Kindly double-check your order before checking out. [ponpish] will not accept any return of contact lenses. Lenses returned will not be processed and discarded.

We are really sorry if you have received a faulty item. If you received a defective lens and/or have clear symptoms in your eyes that is beyond mild irritation, kindly reach out to [CS 이메일] **WITHIN 7 DAYS** of receiving your package along with the following information: 1. A picture of the ***lot number*** of the defective item 2. A picture that proves your symptoms 3. A photo with the defective lens cut in half (This process is to ensure your safety and prevent customers from using faulty contacts.) After we process the required pictures mentioned above, you may receive a replacement or a refund. Please note that reimbursement cannot be done if we are not provided with above required information. **⚠️ Important Warning:** *Please do not discard the defective item until a resolution has been reached, as we may need further pictures or information to process your claim.* **Additionally, please note that contacts will not be inspected for returns if for the following reasons:** - Frozen lenses - Contacts slightly moving around or not following your iris (this condition might be caused by dryness and/or contact size not fitting your eye) - Mild discomfort and dryness - Change of mind - Slight blurriness - Difference in color from expected

**In case of receiving the wrong item(s),** please contact our customer service at [CS 이메일] **WITHIN 7 DAYS** after receiving your package, with pictures of **ALL** the wrong items you received. Once received, we will proceed to make a replacement order, free of charge.

If you choose to forfeit the signature requirement, the insurance will also be forfeited, and we will not be able to compensate for any theft. If you are not home at the time of delivery, we recommend rescheduling it through the carrier's website to ensure secure receipt of your package. We highly recommend scheduling the delivery to be received in person once you receive your tracking code.

If your package arrived damaged, please send us pictures of the damage for further instructions. Note that light damage during transportation, as long as the lenses are still sealed and usable, does not qualify for a refund.

Unfortunately, we do not offer price matching on flash sales or for orders that have already been shipped. Our pricing is subject to change during promotional events, and once an order has been dispatched, we cannot adjust the price for that specific order.

We are committed to providing exceptional service and ensuring a seamless shopping experience for all our customers. However, we have recently noticed an increase in abusive refund requests, such as false claims of missing or incorrect products. As a seller of medical devices, we maintain high traceability standards for our products, including detailed records of shipments, quality checks, and inventory management. This allows us to identify and verify any false claims with precision. Please be advised that submitting fraudulent claims is taken very seriously. Customers found making false claims will be permanently banned from purchasing with us. Additionally, their information may be shared with our official suppliers to prevent similar abusive activities across authorized sellers. We appreciate your understanding and cooperation in maintaining a fair and honest shopping environment for everyone.

Unfortunately, we do not offer mix-and-match packages as our lenses come pre-packaged. If you require different lens corrections for each eye, you would need to purchase two separate packs, each matching the prescription of one of your eyes.

We do not recommend wearing color contacts for more than 6 hours at a time, nor do we recommend wearing them everyday. **Do not wear lenses while swimming, sleeping, or showering.** Color contact lenses are meant for *cosmetic enhancement only* and not as a direct replacement for conventional clear lenses. **> MONTHLY** lenses can be used up to 30 days. **> DAILY** lenses should be thrown out at the end of the day.

**You should not wear contacts if you:** - Have an eye infection or inflammation (redness and swelling) - Have an eye disease, eye injury or dryness that interferes with contact lens wear - Have a systemic disease that may be affected by, or could impact, contact lens wear - Have certain types of allergic conditions - Are using certain medications, such as some eye medications Please consult with your doctor before trying contact lenses for the first time.

Please try the following methods: - Try using a mobile device to upload your prescription. - Try using a desktop to upload your prescription. If you are still experiencing issues, feel free to send the prescription to our email at [info@myeotd.com](mailto:info@myeotd.com)

Orders are dispatched from our warehouse located in Seoul, South Korea.

Expiration dates are expressed as YY-MM-DD. For example: - ⌛ **31-08-01** indicates the expiry date. The lenses will expire on August 31, 2031. - 🏭 **24-08-02** refers to the manufacturing date, which means the lenses were made on August 2, 2024.

**Your health and safety is our top priority!** We only offer contact lenses from reputable manufacturers in South Korea. Our manufacturers have specialized certificates such as ISO, CE, Health Canada, KGMP, KFDA, Taiwan FDA, and Hong Kong MDACS.

**Please wash your hands thoroughly before removing the lens from the packaging.** *To avoid discomfort, apply make-up only after putting your lenses on.* 1. Rinse and dry your hand with a lint-free towel. 2. Check that the lens is not inside out: - If the edges flare out, your lens is inside out - If the color and the pattern are blurry, your lens is inside out - If your lens is plate-shaped, your lens is inside out 3. With your hand, gently hold your upper eyelid with one finger so your eyelashes don't get in the way. Pull down your lower eyelid with your other fingers. 4. Move the colored lens steadily toward your eye. Apply the lens on your sclera (white part of the eye) and gently close your eyes to allow the lens to settle. 5. Repeat for the other eye. **Important:** - Always remember to clean, rinse and clean the case after inserting the lens in your eyes. - Only use contact lens solution to rinse the lenses. **NEVER** use water to clean, lubricate, nor store contacts. - If your eyes get itchy, blurry or become red, please reach out to your eye doctor immediately.

**Please make sure that your hands are clean and dry before removal.** 1. Rinse and dry your hand with a lint-free towel. 2. Your lens should be centered before removing it. 3. Pull the edge of your upper and lower eyelid outwards. Gently slide the lens to the lower white part of your eye. 4. Smoothly squeeze the lens between your thumb and index finger and gently remove it. **IMPORTANT!** - Discard **DAILY** disposable contact lenses after use. - If you use **MONTHLY** lenses, clean and disinfect them before putting them back into their case with clean, new solution.

**We kindly require our US customers to upload your prescription before placing an order.** To buy contacts without prescription simply find your most recent box of contact lenses and on the side, you'll see your parameters displayed. However, we always advise our customers to use a valid prescription when placing orders. This will ensure you get suitable lenses for your unique vision needs. A valid prescription is given by a registered optician, ophthalmologist or eye doctor after an eye exam, which is necessary to determine the level of correction your eyes need. Your prescription should be **no more than 2 years old** when ordering contact lenses. You may send your prescription to us through your [customer account page](https://myeotd.com/account) or you can reply to your order confirmation email with the file. **If your prescription is more than 2 years old**, but you do not have any noticeable changes to your vision, then you are still able to safely order replacement lenses from us. However, we always recommend booking an updated eye exam as soon as possible with your local optometrist.

Normally, we do not provide support during weekends and Korean holidays, except for urgent cases. In these cases, you only need to mark **[URGENT]** in your email, and we will get back to you ASAP.

Kindly reach out to us at [CS 이메일] for any inquiries or assistance you may need.