FAQ (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 Astigmatism/Toric lenses: up to 14 business days.

All Multifocal lenses: up to 14 business days.

All Color lenses (except ACUVUE brands): up to 9 business days.

All ACUVUE brand lenses: up to 14 business days.

All DAILIES brand single vision lenses: up to 10 business days.

All other single vision lenses: up to 5 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?

We are a Hong Kong based website and our fulfilment center is located locally. 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. I have two different eye powers for my right and left eye. When ordering a set of any number of boxes, can I order both the powers and split the set?  Example: I want to order the 4 boxes set but want 2 boxes of -2.00 and 2 boxes of -3.00.

Unfortunately, the website system does not allow you to do that.  If you want to buy, for example, a set of 4 boxes, the power has to be of one value, if you choose another value for the power, it will calculate it as another set of 4.  Please purchase the product as an individual product and not a set, if you do not want to order that many boxes.

6. 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.

 

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

Please access our SG store on the following link: https://www.clear4vision.com/sg_en/

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

Yes. As long as the order has not been shipped out you can edit/cancel your order.

9. I made a purchase in SG Dollars but the final payment on my credit card is higher than stated on your website?

Please note that we are a Hong Kong based website. Therefore payments will be finally calculated in HK Dollars.  It is the same as making a foreign purchase with your credit card, there will be some exchange difference loss incurred by the purchaser.  There is not much we can do about this matter, we do however maintain that even with the exchange difference we are still lower then Singapore local optical store prices.

10. 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.

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

We only communicate via e-mail.  Please email your queries to: [email protected]

12. I have e-mailed you but did not get a response, why?

All e-mails sent will be responded to within 24 hours, as long as they are sent during our business hours, if you have sent an e-mail over the weekend or on a Hong Kong public holiday, you will get a response on the next business day.

Business hours are Monday – Friday 10:00 am – 6:00 pm (excluding all Hong Kong public holidays).

13. 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 email us for a request for 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.

14. I ordered 90 packs but received three 30 packs instead, why?

Occasionally, we may ship equivalent 30 packs when the 90 pack is not in stock.  The product and quantity is same, only the packaging may be different.  Although the cost of doing this is higher for us, we do not want to make our customers wait longer for their products.

15. 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: Linux Solutions Courier Service – Tel: +65 6545 0101

Please provide them with your tracking details.

16. 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 all orders.

 

17. 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.

 

18. 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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