FAQs
Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
Please allow 06 - 12 business days from the time your package arrives back to us for a refund to be issued.
About Products
1. Are your products safe?
Absolutely safe. EyeCoo contacts have been certified by the FDA, CE, and international ISO 13485 certification. Product quality has always been our top priority, so you can wear EyeCoo's contact lenses with complete confidence.
2. Is the higher the water content of the lens, the better?
When wearing contact lenses for a long time, the moisture of the lens itself will be lost due to evaporation, but the contact lens itself does not produce water. At this time, the lens will absorb tears to maintain the original moisture content. Therefore, the lower the water content, the less chance of dry eyes.
The water content of EyeCoo lenses is 40%, which is considered as low water content lenses.
3. What's the material of EyeCoo's lenses?
The main material of EyeCoo lenses is Hema + NVP, which belong to non-ionic material.
The non-ionic material is the addition of NVP ingredients, so that the lens becomes very light, thin and soft, and is not easy to produce protein precipitation. This is a non-ionic material.
Non-ionic material lenses are suitable for people with sensitive eyes and strong foreign body sensation.
4. Why the lens color different from that on website?
Lenses may vary in color and look different due to variables such as light, camera lens filters, surrounding color, original eye color/eye shape/makeup. These situations are acceptable.
5. Does EyeCoo's lenses come with prescription?
Yes, EyeCoo contact lenses are available in prescription and non-prescription. Please kindly check our prescription verification page and consult your eye doctor before purchasing.
6. Can I choose different power in one pair/box?
Sorry, we do not sell two different Prescription in one box at the moment. We don't accept any order leave note to change prescription.
If you need two different Prescription, pls order two boxes accordingly.
7. Do your products have astigmatism?
No. EyeCoo's products are currently only suitable for customers who need non prescription(0.00) and prescriptions(-1.00 to -8.00). For the safty of your eyes, if you need lenses with astigmatism, please consult a professional optometrist or your ophthalmologist.
8. Does EyeCoo have farsighted lenses?
No, EyeCoo doesn't provide farsighted lenses for now. Please kindly check your prescription before purchasing.
9. How do I choose the right contact lenses prescription for me?
First, please consult your ophthalmologist or optometry center to obtain your prescription.
In order to make it more comfortable for you to wear, please reduce your original degree by 25/50/75 degrees accarkordingly when choosing the right and left eye degree.
Shopping Information
1. Does EyeCoo ship to my country?
We ship to almost every country in the world except the following ones, due to shipping restrictions. We're sorry and will keep working on this.
- Bermuda
- South Africa
- Egypt
- Cuba
- Iran
- Sudan
- Syria
- Mexico
- Guadeloupe
2. How much does shipping cost?
You can enjoy free standard shipping on orders over US$50, Otherwise, it costs US$6. Advanced Shipping Cost: $9. Express Shipping Cost: $29. We have free shipping site-wide promotions during sale season. Stay tuned!
3. How long will it take for my order to arrive?
Total delivery time = processing time + shipping time (not including customs delays, weekends, holidays and any unforeseen circumstances)Processing Time: 1-3 business days (Usually within 24h, and it will be delayed to within 48-72h during the certain holiday.)Standard Shipping Time: 7-20 business days[U.S. warehouse] Order: 3-5 business days
PS. For orders to South America and the Russian Federation, shipping may take more than 1 month due to transport and customs issues.
4. How can I track my order?
Once your order is shipped, we will send you an email with the corresponding information. After that you will be able to track your order athttps://www.17track.net/en. Please allow 1-2 business days for tracking information to be available.Remind: If you can not track your order after 72h, please contact us at info@eyecoo.com.
5. What if the package doesn’t arrive?
If you don’t get your package 60 days after it was shipped, please contact us at info@eyecoo.com.We’ll either resent a new one to you or give you a full refund.
Payment Information
1. What payment methods are accepted?
- Paypal
- Credit/Debit Card: Visa/Master/American Express/Discover
2. Will I have to pay taxes?
Each country has its own customs rules and policies. Please contact local customs for more information. If, in rare cases, import duties or taxes are charged, the customer is responsible for paying them.
3. Can I cancel or change my order?
If you would like to cancel or make change to your order, please contact us within 24 hours after you made the order. No cancellation or changes could be applied to the order once it goes into preparation for delivery.
4. How to get discount or use code?
EyeCoo website uses automatic discounts, no discount codes required.
Just need to add the required quantity to your cart, then click [ADD TO CART], then the discount will be deducted automatically.
5. What's Buy X Get Y?
For [Buy X Get Y Free], means when you add (X+Y) Pairs to the Cart, Y Pairs is Free. For example, [Buy 2 Get 2 Free] means there are 4 pairs in your cart, and you only need to pay for 2 pairs.
After-sales Service
1. Delivery
If you can not track your order after 72h, please contact us by info@eyecoo.com
2. Contact
If you have any questions or comments, please let us know in one of the following ways.
We'll get back to you within 24-72 hours.
FYI - IF YOU’RE GETTING IN TOUCH REGARDING AN ORDER, DON’T FORGET TO INCLUDE YOUR ORDER NUMBER.
Please contact us in following ways:
- Email: info@eyecoo.com