FAQ

Please Note: Your order is extremely important to us. Some orders may be delayed due to the Coronavirus Pandemic. We appreciate your patience, as we are doing everything we can to process your order as quickly and as safely as possible, while following all CDC guidelines and recommendations. 

Orders & Shipping:

My Package was lost, damaged or stolen. What Should I do?
EbLens is not responsible for lost, damaged or stolen packages. If you believe your package has been stolen or tampered with, you will need to file a claim with UPS or contact local authorities.

When will my order be shipped?
Orders are processed Monday through Friday, 9am-5pm. Orders placed after 4pm on Friday will be processed Monday through Wednesday. Orders may take up to 7-12 business days to process. You will receive a shipping confirmation email when it has shipped.

When will I receive my order?
Once your order has been placed, you will receive a confirmation email. It may take up to 7-12 business days (Monday through Friday) to process your order. Orders placed after 4pm on Friday will be processed Monday through Wednesday. Once your order has been processed, you will receive a shipping confirmation email with tracking information.

How can I Track my order?
Once your order has been processed, you will receive a shipping confirmation email with tracking information. The tracking number will be activated when the shipping carrier picks up the package from our facility, usually after 6pm on the day you receive the shipping confirmation email. CLICK HERE to track your order with UPS.

Why can’t I change my Shipping address?
Due to fraudulent orders, EbLens does not allow alternate shipping addresses. Shipping and billing addresses must match in order for us to be able to process your order.

Why was my card charged if the order has not been processed?
When you place an order, you will see a “Pre-authorization” from the financial institution that issued your card for the transaction amount for your order. This may look like an actual charge but you have not been charged yet. These funds are being reserved within your account to ensure your order can be processed and charged upon shipment. This is known as an “pre-authorization or transaction hold.” If your order is canceled, the time required to remove this authorization or transaction hold is determined by the financial institution that issued your card and could range from 3 to 7 days from the day of authorization. You will not be charged until your item has been processed and shipped.

Why was I charged shipping when your website says it’s Free?
Some items including “Launch” shoes are not eligible for free shipping. If you purchased an item that is not eligible for free shipping, you will be charged for shipping.

Can I ship to a P.O. Box?
No, our shipping carriers do not allow P.O. Boxes as delivery addresses.

Returns, Exchanges & Cancels:

My order was cancelled but I see a charge on my credit card or bank account. Why is that?
Banks and Credit card companies place a preauthorization/hold on funds when an order is generated. Unfortunately, EbLens has no control over this. If your order has been cancelled, the preauthorization/hold will automatically be removed within 5 business days.

Why was my order canceled?
Cancelled orders are usually due to the following reasons:
The item you ordered is unavailable or out of stock OR you attempted to purchase multiple items with a per-person/per-household limit. You may see a pre-authorization/hold of funds on your credit card or bank account. These will automatically be removed within 5 business days. 

How do I make an online exchange, return, or cancel my order?
Please click here for full details. 

No Purchase for Resale
The website is intended solely for EbLens to sell products direct to end consumers, and therefore purchase of products for resale is strictly prohibited. Purchase for resale means the purchase of EbLens products by someone who resells, or intends to resell, the product to others (consumers, businesses or any third party).  If EbLens believes you are involved in purchase for resale, EbLens reserves the right to take any action against you, including, without limitation, to restrict sales to you, cancel your orders, and/or suspend or close your account.

Still got questions? Please send us an email at [email protected].
Our customer Service Department is open Monday thru Friday from 9am-5pm.
For inquiries regarding online orders, please include your name, order number and email associated with the purchase.

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