FAQs (Frequently Asked Questions)

1. How long will it take to process my order (time until my order is ready to be shipped)?

Processing times are as follows:

All Single Vision lenses: up to 7 business days.

All Color lenses: up to 7 business days.

All Astigmatism/Toric lenses: up to 14 business days.

All Multifocal lenses: up to 14 business days.

Business days are Monday – Friday (excluding all Hong Kong public holidays).

 

2. How long is the transit time for my order to reach me once it has been shipped?

If you are shipping to Hong Kong: 1-2 business days.

If you are shipping to Singapore: 4-5 business days.

Business days are Monday – Friday (excluding all Hong Kong & Singapore public holidays).

 

3. Where do you ship from?

Our fulfilment centre is located in Hong Kong. We ship from Hong Kong.

 

4. I have just placed an order, will it be processed immediately?

If your order has been received on a business day before 9 am, it will be processed on the same day, otherwise on the next business day.  If you have placed your order on a weekend or on a Hong Kong public holiday, it will be processed on the next business day. You can find out more information on processing lead times on point number 1.

Business days are Monday – Friday (excluding all Hong Kong public holidays).

 

5. How long is the expiry date on the lenses?

All lenses shipped will have an expiry date of at least 1 year and 6 months (18 months), there may be a possibility that in one order, there can be boxes of multiple expiry months and years.  As long as the lenses are over 18 months in expiry, we will not entertain any requests for refund or exchange.

 

6. I want to deliver to Hong Kong, but do not see it as an option?

Please access our HK store on the following link: hk.clear4vision.com

 

7. I want to deliver to Singapore, but do not see it as an option?

Please access our SG store on the following link: sg.clear4vision.com

 

8. I ordered by mistake and want to cancel the full order/part of the order.

You may cancelled an unshipped order but you will need to bear the bank charges which were deducted and bourn by us during the transaction (around 5% of the total invoice amount).  However, if you have already received the goods and want to cancel, you will additionally need to bear the charges to send back the package to our fulfilment centre in Hong Kong.  Alternatively, you can amend the order on WhatsApp with our Customer Service staff to avoid these issues, if there is any difference in charges we will charge or refund you the difference.

 

9. When will I receive my refund?

If a refund has been confirmed to you from our customer service team, it will be made in 1-3 business days after the confirmation.  Please also allow 7-10 business days for the refund to reflect in your credit card statement.

 

10. How do I contact you? Is there a number I can call?

We only communicate via WhatsApp messages (Voice/Video calls are disabled).  Please click the following link to chat with us: wa.me/6598125530

 

11. I ordered a wrong power by mistake and only realised once I received my package, what can I do to get the box/boxes exchanged?

You can request us for an exchange, we usually entertain a request for an exchange within 14 days of you receiving the order.  You will need to pay for shipping back the boxes to us and will need to pay for the correct lenses to be shipped to you.  Please note: We do not accept any opened or damaged contact lenses boxes for exchange.

 

12. I ordered 30/90 packs but received 90/30 packs instead, why?

Occasionally, we may ship equivalent 90/30 packs when the 30/90 pack is not in stock. The product and quantity are the same, only the packaging size will be different.

 

13. My package was shipped but has not been delivered, where is it?

When we ship out an order, the customer is informed by email with tracking details which include a tracking number and a link of where the shipment can be tracked.  Please get in touch with the courier company in your area if you still cannot locate your package.  Contact details as below.

For Hong Kong Orders: SF Express Courier Service – Tel: +852 2730 0273

For Singapore Orders: J&T Express Singapore – Tel: +65 6916 3899

Please provide them with your tracking details.

 

14. What are the shipping charges?

For Hong Kong Customers: Free shipping is provided for 6 boxes or more.  If the boxes are less then 6, the minimum shipping fee charged is HK$35.00 and will go up depending on the final order weight.

For Singapore Customers: Free shipping is provided on orders over SG$40.00.

 

15. How do I know if my order has shipped?

As soon as your order is shipped, we send you a shipment confirmation e-mail with the tracking information for your package. If you have not received an e-mail, your order will be shipped shortly and you will receive an e-mail as soon as it is shipped. Please feel free to contact us if you have any questions.

 

16. How do I track my shipment?

You can check the location of your package by using the tracking number, which we provide in the shipment confirmation e-mail. Detailed instructions are included in this email.

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