Welcome to the Dry Eye Shop!
About the Dry Eye Shop
We've been in business since 2005! 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.
What you can expect from us:
- We care. 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.
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Serve, service and more service. We are not here to upsell and oversell. We are real humans and we are here to help, regardless of what you need or where you are buying. Try us!
Need-to-knows on core services
CUSTOMER SERVICE
We are available from 7am-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.
MAILING LIST
Our mailing list is quite popular. We have a newsletter that I call 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).
Other emails you may receive will include:
- Review requests: 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.
- Sales/promos: 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. We also run random promos on popular products or collections each week.
- New surveys: We love running surveys about dry eye and scleral lenses.
The Knowledge Base
While we're always happy to help by phone, chat and email, we also have an extensive library of product comparison charts and articles for you to browse, on both scleral lens and dry eye topics.
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!
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.