FAQ about ordering from Dry Eye Shop

Can I order by phone?

YES! You can also email, text or chat. We can take payment over the phone or send you a secure link for payment.

What payment methods can I use?

  • Credit cards: Visa, Mastercard, Discover, American Express, Diners Club + 3
  • Express checkouts: Shop Pay, Paypal, Amazon pay, Google Pay, Venmo, Apple Pay
  • Check or money order (domestic US customers only)
  • HSA/FSA cards - many customers are able to use these on our site, but sometimes they aren't accepted for reasons beyond our control

Will my order ship today?

YES, if you place your order by 1:30pm Pacific time (4:30pm Eastern) on any business day. We do not ship on weekends or holidays. If there is ever a reason why we might have an earlier cutoff, there will be an alert at the top of the site. 

Exception: If you order Purilens after 7am, and are in the eastern US, your order will be shipped the following day direct from the manufacturer because it will reach you faster that way than if we shipped it from here.

Which shipping methods do you offer?

Domestic: Fedex (Ground, 2-Day and Overnight) and USPS (Ground & Priority Mail)

International: Fedex (services may vary)

Where do you ship from?

Almost all orders ship from Poulsbo, Washington. 

Some Purilens orders ship from Freehold, NJ (if that will save time).

More about shipping in our Shipping Guide.

Why is there a donation option during checkout?

We collect donations for nonprofit Dry Eye Foundation and transmit them weekly. This is totally optional - we just like providing a handy way for people to make small donations that add up to a big difference for DEF. You can also donate directly to DEF here.

When will my order arrive?

Please see Shipping Guide.

I want to know more about shipping.

Please see:

What if I am ordering from outside the US?

Many products, including eye drops and contact lens solutions, cannot be shipped internationally. 

Customs duties and other charges are your responsibility. We cannot estimate or prepay them for you.

My order hasn't arrived yet. What do I do?

Please call, text or email us right away so we can help you!

If it's after hours, you can also:

  1. Check the tracking
  2. Check the shipping address (typos happen...)
  3. Check with neighbors, the mailbox, the manger's office, or the local post office if it was delivered by USPS. 

My order arrived, but something's wrong. What do I do?

Please call, text or email us right away so we can get it sorted for you!

What is the return policy?

Please see our Returns page for details, but in a nutshell, anything still sealed can be returned within 30 days, any durable goods (e.g. night moisture goggles, scleral lens insertion stands, glasses) can be returned within 30 days though glasses must be returned in new condition, and consumables (e.g. drops, salines, lie scrubs) cannot be returned after opening. There is a $5.00 return label fee, unless the reason for the return is an error on our part, damage in transit, etc.

Please see also our Self-Serve Returns Portal and Returns, Refunds and Warranty Support page.

What if there's something wrong with a product I purchased?

Many items are covered by a manufacturer's warranty. Anything that isn't, we will look after ourselves. Let us know if there is a problem with a product purchased from us and we'll let you know how we can help or we'll put you in touch with the manufacturer if appropriate.