FAQ - Contacts Cow - Your Trusted Contact Lenses Supplier

Has my order shipped?

We will email you with a tracking number as soon as your order has been shipped. This is usually done 1-2 days from when your order is made. Please check your spam folder as sometimes our emails end up here. Once you get this tracking code, you can go to the post office’s website to see where it is now. Don’t worry, we’ll notify you if there are any delays.

Alternatively you can click the “My Account” link at the top right hand side of our site to check your order’s status.

How do I track my order?

Click on : http://app3.hongkongpost.com/CGI/mt/enquiry.jsp and enter your tracking code from “My Account” to track your order. We will also email you your tracking code as soon as your order is shipped. Remember to check your spam folder as it sometimes ends up here.

I have a question on my charges.

Click the “My Account” link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.

Click the “My Account” link at the top right hand side of our site to print invoices.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your item(s).

Low Price Guarantee

It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

This website’s payment area (Paypal driven) is protected with SSL (secure socket layer) encryption, the highest standard in Internet security. Paypal also gives buyers protection against unsavory sellers, so there isn’t a thing you need to worry about 🙂

Do you ship to my country?

We ship to all countries except for African countries, Indonesia and Pakistan, due to the high risk of credit card fraud.

What are my payment choices?

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.

When will my order ship and what are my shipping charges?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

We will despatch your order between 0 – 3 days from submitting your order – dependent on stock levels. Please be patient while we organize your cheap contacts for shipping.

If in any circumstance we don’t have stock on hand, we will email you directly to see if you’d like to be placed on our backorder list (usually takes a few extra days up to 2 weeks wait) or receive a refund for your order.

How do I create an account?

1) Click the “My Account” link at the top right side of our site.
2) Enter your email address.
3) Select “I am a new customer”.

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information

How do I edit my account information?

Click the “My Account” link at the top right hand side of our site to edit your account information

How much is my shipping?

I forgot my password.

Click the “My Account” link at the top right hand side of our site. Under the login box you’ll see a link that says “Forgot your password? Click here”. That link will send an email to you with your password.

I received the wrong product.

If you feel that you have received the wrong product, please contact the Contacts Cow team within 72 hours of receiving the product.

What is your return policy?

General Returns:

Within 20 days of delivery of a shipment, you may return any unopened boxes or vials that are in original condition purchased from Contacts Cow for a store credit or refund.

We are not permitted by federal law to accept returns or exchanges of opened boxes or vials, unless defective. Once we receive your unopened boxes or vials, we will promptly process your refund or issue a store credit (less shipping charges and $2.95 return processing fee). Returning products shipped under a free shipping promotion will result in charge back of the ground shipping cost of $6.95.

Defective Lens Returns:

We guarantee that all of our lenses are factory sealed and authentic, under the full manufacturer’s warranty. If you have a problem with any lens purchased from us at any time, please remove the lens immediately and let us know. If you suspect that your lenses are defective, please contact us immediately, and please enclose a photocopy of your prescription when you return the lenses to us.

If your lenses are determined to be defective by the manufacturer, we will issue a store credit in full. Exchanges: If your prescription changes, we will exchange unexpired and unopened boxes of contacts in original condition, for which the expiration date is more than 12 months away from the day we receive your package. If your exchange will be for a higher dollar amount from your original purchase, you will be billed for the difference at the point of processing the exchange.

When Returning or Exchanging Items: If you need to return or exchange your lenses purchased from our store, please follow these steps:

1. Email returns@contactscow.com to obtain a Return Authorization (required).

2. Secure your merchandise in the original packaging or in a sturdy box to avoid damage. Vial lens must be returned in the original vial and the vial must be sealed to prevent the solution from leaking during shipment. Please DO NOT return contact lens boxes in an envelope or any other flat pack. Products received with improper packaging will not receive credit and will be returned, and shipping charges incurred. Customers are responsible for the return postage unless the reason for return was our error.

3. Please enclose a note with your return telling us your Order Number (if available) and a description of what you are returning. Let us know the reason for your return and what you would like us to do. Do you want us to exchange the item, or issue a refund or other (please explain)?

Please include your name, address, and phone number (specify day or evening) where we can reach you in case we have questions.

Mail Address:

Contacts Cow

Flat 19, 8/F., Thriving Industrial Centre,

26-38 Sha Tsui Road,

Tsuen Wan, N.T., Hong Kong.

Please allow up to 4-6 weeks for your store credit, refund or exchange to be processed.

PLEASE NOTE: Credit, refund or exchange will be issued only after your package is received and inspected. Ship method must be traceable. The following couriers use traceable ship methods: UPS, USPS First Class or Priority Mail With Delivery Confirmation, FedEx, or Airborne. Contacts Cow is not responsible for lost or damaged packages.

When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the “My Account” link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of despatch.

When will my backorder arrive?

Backordered items are those where we have simply run out of stock and are awaiting our supplier to deliver more stock. Usually this may take between a few days from your order up to 2 weeks. If in the circumstance that from your order we anticipate the waiting period to exceed 2 weeks, we will simply refund your order in full.

An item is missing from my shipment.

If an item is missing from your shipment, please immediately contact the Contacts Cow team to review your order. We will then have your case investigated. If in any circumstance that we find that our team has under-delivered, we will simply post you the missing item.

My order never arrived.

Click the “My Account” link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact our team for assistance.

How do I change quantities or cancel an item?

Click the “My Account” link at the top right hand side of our site to view orders you have placed. Then click the [cancel] button to cancel. To change the the quantities, simply add to cart and make payment for the additional item. Please note that once an order has begun processing or has shipped, the order is no longer editable.

Feel free to email the Contacts Cow team for assistance on changing your orders.

Do I have to pay sales tax?

As our warehouse is located in Hong Kong (one of the lowest tax countries in the world), we do not pass on any sales tax liabilities to you. However, you may need to pay custom duty tax in your country if the product is withheld by Customs. In 99% of cases, you won’t have to 🙂

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