We guarantee your satisfaction. All of our products come with a no fuss guarantee. 

Returns are subject to a handling fee, of 25% of the cost of the lenses

We do our best to describe the color and style of our lenses.  Please note that colors may differ slightly due to monitor makes and individual screen settings.

As contact lenses are medical devices and need to be handled with professional care we cannot issue exchanges or refunds for lenses that have been removed from their original packaging. We are not responsible for damage to lenses that occur after they have been worn or opened from their blister packaging, as this is usually the effect of incorrect use by the user. Unless you can provide proof that the lenses were opened from new and handled by a qualified eye care practitioner, it's important to remember that contact lenses are medical devices and that they must be fitted by a qualified eye care practitioner, no exceptions.

Refunds are not issued for late delivery times, we do our best to ship all items within 48 hours and have no control over your local postal services.

Refunds are not issued for incorrect sizing of lenses.  On each product description we provide the sizing of the model of lenses.  In most cases our products will fit all customers.  Please consult your eye care providor prior to purchasing if you believe you may have a need for custom size lenses.

For our customers protection our standard shipping is First class mail and comes with tracking.  Kool Eyez is not responsible for any items which are not delivered once shipped.

Refunds cannot be issued for incorrect address details given on your behalf, we can only ship to the details given, please double check all address details when purchasing.

As a guideline your order will be sent to you within 7 working days. International orders will also be sent to you in within 7 working days, we do our best to ship all orders within 48 hours, delivery times are not guaranteed and are only estimations based on customer feedback, delayed times can be expected of 7 days during peak season.

International customers - IMPORTANT NOTES to prevent missing parcels
If you have not received a parcel from us two weeks after it was dispatched, please email us to ascertain it was definitely sent and that we have your correct shipping address.

We cannot supply a refund until we know what happened to a shipment - all undelivered items are returned to us so if this doesn't happen, we have no choice but to assume that the goods arrived and as such cannot offer a refund. If you feel the parcel may have been stolen, you will need to obtain written proof of this from the local postal service and persue this through your local postal providor.  The majority of our shipping methods such as through USPS also include the standard insurance.  Any claim if available, upon any insurance if included must be persued through the local postal service. 

We reserve the right to request a copy of your prescription and this will be based upon your shipping address.  In the event that we do request a valid prescription, the verification process is simple.  Either you can send us a copy of this prescription via email, or simply provide us with the name, address and email address of the issuing optician and we will contact them to verify your prescription.  Your eye care providor then has 8 business hours with which to supply us with that infomation.  In the event that they do not in that time period, then the prescription is deemed to be valid, and we will fullful and ship your order.  In the event that we do not request a prescription, this does not relieve the customer of the burden to have one.  All sales are under the understanding that the customer is responsible and holds a valid contact lens prescription.

All Customs rules, clearance and any expropriation actions in your country are the sole responsibility of the buyer. We strongly encourage you to contact your local customs agency and confirm that it is legal to import any type of our products before you consider an order.  Kooleyez.com cannot be held liable for packages lost or seized by your local customs agency and kooleyez.com cannot be held liable for the illegal misuse of our products.
It is the responsibility of the buyer and not kooleyez.com to ascertain and obey all applicable local, state, province and national laws in regard to the possession and use of our products, The buyer further represents that all products purchased will be used in a lawful manner and that he or she is of legal age. Absolutely no sales to persons under the age of 18 years old.  By clicking and completing the order process, the buyer agrees to these terms and conditions.

PAYMENTS

Payments are processed by a Secure Order Processing page; your details will be encrypted by 128-bit industry-standard Secure Sockets Layer (SSL) technology to provide encryption of personal information such as your name, address and credit card details.  For your peace of mind we have teamed up with PAYPAL who process all payments made to Kooleyez.

PRIVACY

We collect only the basic personal details required to process your order. We will not release your name, address, email address or any other information about our customers to any outside party. We will not trade, resell, sell, or redistribute information that you provide to us, to any other companies, organizations or individuals. 

This privacy policy covers the usage of kooleyez.com only.  Where we have linked to external sites, a different policy may apply.