Welcome to the Dry Eye Shop!
Here are some new customer need-to-knows:
1. Mailing list
Our email list is popular because we keep you up to date on what's going on in the dry eye and scleral lens worlds.
Subscribing/unsubscribing
As you may have noticed, we have an email opt-in in our order checkout screen. If you aren't on the list, or think you might have accidentally unsubscribed, either check that box next time you order or email us and so we can add you.
There is an unsubscribe link at the bottom of every email. This link will take you off the mailing list, but you will still receive transaction-related emails.
Emails related to products you ordered
Of course you'll receive transactional emails, but if you're subscribed to the mailing list you *might* also receive need-to-knows about the product(s) you ordered e.g. usage and safety tips, videos and in general anything which in our experience people often overlook or wish they had known sooner.
Review requests for items you purchase
It's not about the number of stars (or, in our case, the drops) - it's all about information crowdsourcing. Most of our customers have corneal diseases and often have unique needs. The more you share, the more they can learn. Please avoid providing brief reviews that simply indicate you liked something.
Weekly newsletter
I call it weekly, but that doesn't mean it actually happens every week, because sometimes I get too busy, have an eye flare-up at an inopportune time or am traveling for the Dry Eye Foundation. Anyway, here are the sorts of things I include:
- New product alerts
- Updates on backorders or shortages of important things
- New safety alerts
- New articles, videos or other content
- Freebie updates (that's our program to support community needs)
- Random commentary about what's going on at the Dry Eye Shop
- Random commentary about what's going on in the dry eye or scleral lens worlds
- Photos from DES' photo blog showcasing showcasing our beloved western Washington mountains, water and other beauty spots
- Spotlight on one or other of our resources
- Customer surveys on ongoing topics of interest in dry eye or scleral lens products - either new survey alerts or charts and my write-ups from completed surveys
- Highlights of what's going on at the Dry Eye Foundation (though the Foundation has its own list so if you're interested you can sign up for that separately).
Sales / promos
You'll also get notified about major store-wide sales. We tend to run store-wide discounts on major holiday weekends, usually sending an email on both the Friday and the Monday, and of course Black Friday / Cyber Monday tradition. So plan on opportunities to stock up throughout the year.
If I don't have time for a newsletter or if it's been too long in between sales, you might see a random promo email with a discount code.
2. About the Dry Eye Shop
We've been in business for 20 years! We're a small, dedicated team and our bottom line is helping people in our chosen community. Every role in our company is organized around providing the best service we can.
We pride ourselves on things like...
- Caring. This business was founded and is still run by Rebecca, who has dry eye and neuropathic cornea pain and has worn scleral lenses for almost 20 years.
- Fast order turnaround. We know what urgency means. We can't make the trucks drive faster, but we can at least get the orders into the trucks quickly.
- Follow-up. We are extremely attentive to issues that crop up. We delight in getting ahead of things. For example, we do frequent inventory counts, and if we come up short of one thing and over on another, we know something may have been mis-shipped, so we do some sleuthing and review order packing videos till we find it, then reach out to the customer. We love catching problems before the customer even knows about it.
- Serve, service and more service. We are not here to upsell and oversell. We are here to help, regardless of what you need or where you are buying.
3. Need-to-knows on core services
CUSTOMER SERVICE
We are available from 8am-4pm Pacific time Monday through Friday. Ways to reach us:
- 877-693-7939 (voice/text)
- Chat (blue widget)
- Email: service@dryeyeshop.com
- FB Messenger: dryeyeshop
SHIPPING & DELIVERY
We ship same day. Our cutoff time is 1:30 pm Pacific time on weekdays.
Cutoff time exceptions:
- (Rare) Snow days, Friday staff event days or if the site goes down. If any of these happen, there will be a notice at the top of the site with details.
- (Infrequent) Items that are currently out of stock; this information should be clear at the time you order but we will also follow up by email.
- Purilens Saline. Some orders for Purilens are drop-shipped directly to you from the manufacturer in New Jersey. They have a very early cutoff, so if your order is being drop-shipped it will not be shipped until the next day. We try to ship all expedited Purilens orders from here, though, and if you're ever uncertain or need it shipped as quickly as possible, just let us know.
ACCOUNT ACTIVATION
If you haven't activated your account, click here to do so.With an account, you can do things like:
- Re-order quickly and easily
- Earn and redeem loyalty points
- Manage subscription orders
- Get copies of receipts
PLACING ORDERS
- HOW: Phone, online, or email (we can send you a secure payment link)
- PAYMENT: All major credit cards, PayPal, Apple Pay, or pay by check.
- CONFIRMATIONS: Email or text (or both), your choice.
SUBSCRIPTION ORDERS
Subscriptions are available for most items. Manage it online or just contact us. Expect white glove service. Subscription modifications are one of the most frequent types of calls we get! Customize to your heart's content... speed it up, slow it down, skip, cancel, reschedule, add items, remove items, change the interval
PRODUCT SUPPORT
We love to troubelshoot! Get in touch and let us know how we can help.
RETURNS, EXCHANGES & WARRANTY SUPPORT
- Self-service returns portal with prepaid labels (but you can also just call or email)
- Problems get fixed promptly.
- Any new, unopened, sealed products can be returned within 30 days for refund or credit
- Please review the policy for your item(s). For example, moisture goggles can be returned used, but glasses cannot.
LOYALTY POINTS
Earn points and cash them in for discount codes.
4. The Knowledge Base
While we're always happy to help by phone, chat and email, we also have an extensive library of self-help articles for you to browse, on both scleral lens and dry eye topics.
5. The Survey Center
We love to run surveys. Sometimes it's topics we're curious about, but mostly it's topics we think the community wants to know more about.
Check out the Survey Center, and if we're currently running a survey please add your voice!
6. Suggestion Box
Please send an email at any time to service@dryeyeshop.com with your suggestions for what we can do better or do more of, and ask for your message to be forwarded to Rebecca.