Shipping Guide
📦 Shipping Guide
Please read the following information carefully before placing your order.
⚠️ Before You Order
- No exchanges will be accepted due to customer errors. Please double-check all details before checkout.
- Product colors may vary based on your monitor or mobile device settings.
- Orders are processed only on business days (Monday–Friday, Korea Standard Time), excluding public holidays in Korea.
- Orders placed on weekends or holidays will be processed the next business day.
🛠️ Order Processing
- All lenses are made to order. Production begins at 09:00 AM (GMT+9) on business days.
- Standard and toric lenses both require 7–10 business days to manufacture before shipping.
🌍 International Shipping
- All orders ship from South Korea.
- We ship to most countries, except those restricted by trade regulations.
- Shipping carriers are automatically assigned and cannot be selected by the customer.
- Note: Delivery delays caused by customs, local couriers, or weather are beyond our control.
💰 K-Packet Shipping Fees
| Region | Shipping Fee |
|---|---|
| Taiwan | $7.00 |
| Hong Kong | $7.00 |
| Singapore | $7.00 |
| Vietnam | $7.00 |
| USA (Except for some areas) | $15.00 |
| Australia | $9.00 |
| New Zealand | $9.00 |
💼 Customs Duties & Taxes
- Customers are responsible for all applicable import duties, taxes, and fees.
- These charges are not included in the product price and must be paid separately to your local courier or government.
- We operate under a Delivery Duty Unpaid (DDU) system. All customs-related charges are the buyer's responsibility.
- Contact lenses may be subject to quantity limits under some countries’ pharmaceutical regulations. Your order may be split into multiple smaller packages if required.
📦 Tracking Your Order
- You’ll receive a tracking number by email once your order is shipped.
- You can track your shipment online.
- LENS HAVEN members can log in to their account to view order status.
🚫 Order Amount Limit
- To avoid customs issues, the maximum order amount is $250 USD per order (including shipping).
- For larger orders, please place them separately. Orders cannot be combined after payment.
- Note: Customs limits may vary by country.
🏠 Address Changes
- You can change the shipping address before the order is shipped.
- Contact customer service with your order number and registered email.
- Once shipped, no changes can be made. Incorrect addresses due to customer error are not refundable.
- If redelivery is needed, the customer will bear the shipping cost.
❌ Faulty or Incorrect Products
- Inspect your package before opening to ensure accuracy and quality.
- If the product is incorrect or defective, do not open it. Contact us within 7 days of receipt.
- Opened products are not eligible for return or exchange.
- Returns without prior contact will not be accepted.
🚚 Delivery Time Overview
| Delivery Type | Time Frame |
|---|---|
| Standard Shipping | 3–9 business days (after shipping) |
| Lens Manufacturing | 7–10 business days (before shipping) |
You’ll receive a shipping confirmation email once your order is dispatched. If not, use the tracking number provided to check the delivery status.
❓ Frequently Asked Questions
Q: The tracking says my package arrived in my country, but I haven’t received it.
A: It may be delayed at customs. Please allow a few more days. If there's no update after 2 weeks, contact us.
Q: The tracking says "Delivered," but I didn’t get my package.
A: Check with your local courier. If it’s still unresolved, reach out to us.
Q: Can I change the address after my order is shipped?
A: Unfortunately, address changes are not possible once the order has shipped. Please double-check before placing your order.