★No Prescription Needed !
★Worldwide Free Shipping on orders $99+

-FAQ-

■Questions about shopping

1.What forms of payment do you accept?

We currently accept Visa, MasterCard, American Express, and PayPal.

2. How do I cancel my order?

Please contact our customer service as soon as possible to cancel your order. If we haven’t processed your order, we can cancel it right away. If your order has already been processed, but not shipped, you will be charged a 5% cancellation fee/restocking fee.

3. What currency are your prices shown in?

All prices are quoted in US dollars.

4. I placed an order through PayPal but haven’t receive confirmation. How do I know my order went through?

If you did not receive a confirmation email from us within 15 minutes of placing your order, then your order did not go through. Your PayPal transaction may have had a problem. There could be several reasons this has happened. If the funds were pre-authorized by PayPal, then it should be back in your account within 5 days. You can try placing your order with a credit card, or using PayPal again. You may need to contact PayPal and ask why the transaction did not go through.

5. My credit card declined, but I have available credit.

You will have to contact your credit card company to find out why it is being declined. Some companies may have an international block on their card. You can call them to have this block removed so we can process your transaction.

6. My order has shown “Pending Approval” for some time now, why is this?

There may have been a problem with your order when it was processed. Please refer to the email sent to you after purchase. You can email us ([EMAIL HERE]) or call us ([PHONE NUMBER]), with the information we requested in the email to complete your order.

 

■Questions about Prescription

1.Can I buy contact lenses without a prescription?

You can order with or without sending us your prescription.

If you order contacts without a prescription, check the details you enter against your most recent box of contact lenses or prescription. Then just proceed through checkout for fast delivery.

If you want to send us a copy of your prescription, we can check it with your eye doctor. This will take slightly longer, but is good if you want them to check before you order online.

2.Do I need two separate prescriptions for glasses and contacts?

Yes, contact lens and eyeglass prescriptions are different. This is because eyeglass lenses are approximately ½” from your eyes and contact lenses sit directly on your eyes.

 

■Questions about Shipping

1. How long until I get my order?

* Astigmatism, multifocal, +Depending on the specification of the lenses, power lenses may not be in stock. If an items states “non-stock,” then the lenses will either have to be delivered directly from the manufacturer, or special ordered from the manufacturer.  A delay of 3-5 business days is required if delivered from manufacturer. If the lenses are special ordered, it may take up to 3 weeks to arrive at our warehouse.  If a special order is needed, we will inform you.

NOTE: Orders placed on weekends and holidays will be processed the next business day. Please note that we are unable to ship orders the same day the order is placed.

Shipping Time

*Stated shipping times are estimated business days after your order ships. Areas outside most major urban centers may take a few additional business days to arrive.

Please note the following restrictions:

  • Next day delivery is only available on lenses in stock. Lenses that are not in stock are eligible for Expedited International K-packet shipping once they arrive at our warehouse. A 3-5 business day delay should be expected before lenses are shipped. Shipping delay and eligibility details can be found on each individual lens page.
  • Delivery times are based on your local postal office. Please allow up to 2 business days for expediting shipping depending on your local postal service.

 

Tracking Your Order

Once your orders ship, your shipping/tracking information will be sent to the email you used during your order. You can visit the carrier’s website to track your order. Your order details page will also list your tracking number; click the “Order Status” button from your account.

 Finding Your Package

If the tracking number shows your package as delivered, but you have not yet received it, please check everywhere. The driver may not have felt safe to leave the package at your doorstep, and left the package with a neighbor, the building manager, or took it to the nearest post office. If your tracking information shows your order was returned, please contact our customer service via email. It is possible that we have an incorrect shipping address for you, the driver was unsuccessful at delivering your package, or the package was not picked up at the local post office in time.

2. I received my tracking number but it shows no activity. Where are my lenses?

You will receive an email when your order sips that will include shipping and tracking information. You can use your tracking number on the carrier’s website to track your order. We also include your tracking number with your order details; click the “Order Status” button when you log in to your account.

 

3. My shipping address was entered incorrectly when I placed my order, and now my package is being returned. How do I have the package resent?

We must wait for the package to arrive back at our facility before re-sending. Once your package arrives, we will contact you to get the correct address, however, a new shipping fee will have to be charged. If you’d prefer a refund, a 10% restocking fee will be charged, and your original shipping charges are nonrefundable.

 

4.My tracking number states delivered but I have yet to receive it. Can you help me with this issue?

If the tracking number shows your package as delivered, but you have not yet received it, please check everywhere. The driver may not have felt safe to leave the package at your doorstep, and left the package with a neighbor, the building manager, or took it to the nearest post office. If your tracking information shows your order was returned, please contact our customer service via email. It is possible that we have an incorrect shipping address for you, the driver was unsuccessful at delivering your package, or the package was not picked up at the local post office in time.

 

5. Will my lenses freeze during shipment?

Lenses are packaged inside a saline solution, and do not get damaged if frozen. The lenses will return to their original state, and are safe to use once thawed at room temperature for 24 hours.

 

■Questions about Return&Exchanges

1.Exchanges

365-day free exchange. Lens boxes must be unopened, unmarked, undamaged, and unexpired.

2.Refunds

365-day refund with a 10% restocking fee. Lens boxes must be unopened, unmarked, undamaged, and unexpired.

*Original shipping/insurance charges are non-refundable.

3.365-Day Return Policy

Contact lenses may be returned or exchanged within 365 days of purchase provided they are unopened, unmarked, undamaged, unexpired, and in original condition with packaging. Such returns will be refunded in full minus a 10% restocking fee. Original shipping and insurance charges are non-refundable. We cannot accept opened boxes of contact lenses or vials, as we are unable to return these to the manufacturer. The following lenses are also non-refundable and non-exchangeable because they are custom made to order by the manufacturer: Optima Toric, Proclear Toric XR, Proclear Multifocal XR, Proclear Multifocal Toric, Frequency 55 Toric XR, Biofinity XR toric, and Vertex Toric XR. Discontinued items are also non-refundable and non-exchangeable.

4.Defective Products

In the unlikely event you receive a defective lens, do not throw the lens away. It may need to be returned to the manufacturer for analysis. Provided the lens manufacturer agrees the lens is defective, a replacement lens will be issued at no cost. Please note that defective lenses may only be exchanged for the exact same lens and prescription. We cannot issue refunds for defective items.

5.Returns Procedure

Before returning items, please contact our customer care team by email and include your name, order number, and the reason for the return. If calling, please have this information available. Our customer care team will issue you a Return Merchandise Authorization (RMA) number and the return procedure. This RMA number should be written prominently in the address portion of your return package.

6.Cancelled / Refused / Return to Sender

We are dedicated to providing the best customer service to all of our customers. We pride ourselves on our ability to quickly and accurately process all orders. If you have any questions regarding your purchase, we will do everything we can to address your concerns. If you wish to cancel your order for any reason, please contact us as soon as possible. As a vast majority of in-stock items ship within 24 hours, it is imperative that you contact us so we may attempt to cancel your order before it is processed and/or shipped. If your order has been processed but not shipped and you wish to cancel your order, there will be a 3% cancellation fee to recover merchant fees.

7.What happens if my order has already shipped?

If your order has been shipped, all refunds will incur a 10% restocking fee within 365 days of receipt of item. Alternatively, items can be returned within 365 days of the original order date. Please note that customers are responsible for all charges associated with return shipping of goods back to Hoholens. All shipping fees are non-refundable.

All packages that are sent back to our facility marked refused will be refunded minus a 10% restocking fee and a refusal fee which will be the cost of the original shipping method.

Note: Please allow up to 10 business days for your return or exchange to be processed.