DryEyeShop Coronavirus Updates

Last updated June 7, 2020

We've moved!

We have moved from Highway 305 (the main road through Poulsbo) to Twelve Trees business park off Highway 3, which is about 5 minutes north of Poulsbo as you head up towards the Hood Canal bridge. We hope to schedule a time to welcome all our local friends & customers properly, once Kitsap County is in Phase 4 of recovery.

Hours of Operation

Customer Service: (Phone/text/email/chat) Our customer service hours are 8am to 4pm Pacific time, Monday through Thursday, and 8am to 12pm on Fridays.  

Order pickup by appointment please: Order by phone or online. Call or text 877-693-7939 to schedule a pickup time for an existing order. Or just put a note on your order. Generally anytime between 8am and 4pm weekdays is fine for pickup - we will have your order waiting for you on the rack downstairs just inside the door.

Consultations by appointment please: Phone/video only unless by special arrangement for those who need to try on products (we now have a dedicated space available for this). Call or text 877-693-7939 to schedule, or click here.

Please no drop-ins... at least not while we're in phase 2. Calling ahead really helps us. Thanks!

Shipping Turnaround Times

Most orders ship same day if placed before 1pm Pacific time. (The exception is Purilens, which has an earlier cutoff for shipment direct from the manufacturer.)

If you have an urgent need after 2pm, please call us. 

Shipping Transit Times

Our domestic shipments are handled by USPS and UPS. We are still sometimes seeing transit delays for some packages, and carrier terms of service have changed for all carriers. We encourage you to plan ahead, and to let us know your timing needs so that we can recommend the best shipping method.

Of particular note:

  • USPS: 2-Day Priority Mail and First Class services are now 3 days. 3-Day Priority Mail and First Class services are now 4 days.
  • UPS has NO SERVICE GUARANTEES on any class of service. In other words, if you purchase overnight shipping and it doesn't arrive when expected, they will not refund us and we cannot refund you. Thus far, we have not experienced actual problems with expedited services, but you need to understand the terms.

We  have temporarily discontinued the use of USPS for international shipments due to protracted delays and many packages sent in March or April that simply never arrived. Instead, we are using DHL for all international shipments.

Staying safe and compliant

Our county has been relatively unscathed (166 positive tests, 2 deaths, as of June 7) and we are in Phase 2 of Washington's recovery plan. We are following our state's guidance, which include the requirement for workers to wear cloth face coverings.

Staffing

Now that we have moved to a larger facility (2.5x more space than previously!) and our county is in Phase 2, our staff are all welcome back in the office except those who need to isolate for reasons such as the safety of loved ones. Our staff is a little more compact than before! But here's where we stand:

  • Me (Rebecca)
  • Leah (all day Mon-Thurs)
  • Chaidie & Emily (who just kind of blend together and always work the same hours...) half time
  • Aidan (from home full time)
  • And we're hoping to transition David back on site soon.