Shipping & Returns
GLOBAL SHIPPING ANNOUNCEMENT
Starting Feb 17, 2023, We Love Eyes will be open for global retail orders to select countries, yay! It's been a long time coming and we are happy to announce our new partnership with Border Guru to get clean eyes delivered right to your doorstep.
Live in Canada? All retail & wholesale Canadian orders are now fulfilled exclusively with our partner, Eye Drop Shop in Quebec.
Love + Healthy Eyes, xo.
CUSTOMER SERVICE EMAIL & HOURS
USA
weloveeyes@support.sparkart.com
9:00am - 5:00 PST, M-F
Canada
info@eyedropshop.ca
9:00am - 5:00 EST, M-F
All other countries via Border Guru
hbg.usclientsupport@hermesworld.com
9:00am - 9:00 CST, M-F
WHERE DOES WE LOVE EYES SHIP?
CANADA: All orders in Canada ship only through our partner, Eye Drop Shop in Quebec.
USA & all other countries:
We ship via FedEx and USPS to the 50 contiguous states; USPS Priority Mail to Hawaii and Alaska. In general, shipments take up 1-2 business days to process.
As of February 17, 2023, We Love Eyes will start shipping retail* orders to select countries outside of North America. Retail orders will be shipped to LAX via Fedex Ground from our fulfillment center where they will be consolidated by Border Guru. In general, global shipments take 5-7 business days to process.
* We apologize, but we will not be offering wholesale orders outside of USA and Canada at this time. We are currently looking for distribution for UK and Australia.
WHEN WILL MY ORDER SHIP?
UNITED STATES: For all U.S.A. orders, we process and ship your We Love Eyes within 2 business days. Orders placed after 2pm PST are considered the next business day. You’ll get an email with a tracking number as soon as your package is on the way!
We encourage you to add ROUTE shipping protection upon checkout. We Love Eyes is not responsible for lost, damaged, or stolen items.
COUNTRIES OUTSIDE NORTH AMERICA: As we roll out to our retail global customers, orders will be fulfilled and prepared for consolidation on a 1 week basis. Once our volume increases, we will be able to shorten this process to 2 business days.
DOES WE LOVE EYES SHIP TO CANADA?
Yes! Please use our Canadian partner site to place and inquire about retail and wholesale orders: EYE DROP SHOP
HOW LONG DOES SHIPPING TAKE?
UNITED STATES: We offer standard shipping (3-7 business days) to addresses in the U.S.A. Depending on the state and weight of the package, we currently offer FedEx and USPS services.
Sometimes eyes can't wait – For all U.S. states (except HI / AK), we are able to offer FedEx 2-Day (business days) with guaranteed delivery for a flat rate of $15.00 for packages weighing 3 lbs or less.
- Orders placed after 2pm PST are considered the next business day.
- Saturday & Sunday are considered weekend days and do not count as a business day.
COUNTRIES OUTSIDE NORTH AMERICA: Retail orders outside of North America will be fulfilled and prepared for consolidation on a 1 week basis. Once our volume increases, we will be able to shorten this process to 2 business days.
Service Impacts
Although improving, all major carriers are experiencing system wide fulfillment delays due to increased shipping volume and labor shortages. Please allow for additional shipping time for your order. We are all in this together!
Tracking Impacts
Due to increased shipping volumes across all carriers, we are noticing that tracking information may not sync instantly with shipping servers. In particular, the FedEx server has sporadically been down due to overload. If you receive an error message when tracking your order, try copying and pasting your tracking number directly into google to track your order. We apologize for this inconvenience.
What do I do if my shipment is delayed in transit?
We encourage you to reach out to the carrier of your package to inquire about your shipment. Phone numbers are listed below and most carriers have a chat support program available on their website for immediate assistance.
FedEx - 1 (800) 463-3339
USPS - 1 (800) 275-8777
Border Guru - hbg.usclientsupport@hermesworld.com
WHAT ARE YOUR SHIPPING TIMES & RATES?
In general we offer FedEx Ground standard shipping (3-7 business days) to addresses in the U.S.A. Due to carrier delays, shipping times may run an 3 additional business days.
RETAIL ORDERS USA: In the United States, we charge either a $5.00 or $8.00 standard flat rate (depends on total weight) for orders totaling $99.99 or less. For orders totaling $100 or more, we offer free standard shipping.
RETAIL ORDERS OUTSIDE NORTH AMERICA: Global rates are based on the end destination and we charge only cost, duties, tariffs, and taxes through our global shipping partner. We Love Eyes pays for all handling fees and related expenses incurred at the fulfillment center level. For example, a 1 pound package ranges from $12.93-$44.92 USD depending on the destination. Duties, tariffs, and taxes are additional. All fees will be collected and paid to Border Guru. Due to cost, we will be unable to offer 100% free shipping promos for global orders, apologies.
WHOLESALE ORDERS: In the United States, we charge between $15-30 for standard shipping. For orders totaling $360 or more, we offer free standard shipping to the contiguous 48 states.
WHOLESALE ORDERS OUTSIDE NORTH AMERICA: Currently this is not being offered. We are looking for distribution partners in select countries. If you have a referral for UK or Australia, please let us know!
HOW CAN I GET FREE SHIPPING?
RETAIL ORDERS: Any retail order total that totals at least $100 USD will ship via FedEx Ground or USPS service to all 48 contiguous states in the U.S.A. Unfortunately we are not able to offer free shipping for shipments to HI or AK. If you are in Canada, please contact Eye Drop Shop for their shipping specials. Global orders do not qualify at any time for free shipping promotions.
RETAIL ORDERS OUTSIDE NORTH AMERICA: We will be unable to offer 100% free shipping promos for global orders.
WHOLESALE ORDERS USA: Any wholesale order that totals at least $360 USD will ship via FedEx Ground or USPS service to all 48 contiguous states in the U.S.A. Unfortunately we are not able to offer free shipping for shipments to HI or AK. If you are located in Hawaii or Alaska, all qualifying orders (total weight 15.01 lbs. or greater) will be shipped for a flat rate of $40 via USPS Priority Mail service. If you are in Canada, please contact Eye Drop Shop for their shipping specials.
MY ORDER HASN’T SHIPPED YET - CAN I ADD ANOTHER ITEM TO IT?
Unfortunately, orders cannot be combined once submitted. Please cancel your current order by emailing weloveeyes@support.sparkart.com with your order number and complete a new order for your additional items.
HOW DO I CANCEL MY ORDER?
In general, orders can be changed as long as they haven’t been processed. Please email weloveeyes@support.sparkart.com with your order number and we will do our best to help you out.
For Canadian orders please contact info@eyedropshop.ca.
CAN I RETURN MY PRODUCT?
We accept returns only for purchases made in the U.S.A. Due to logistics, alll orders with a final destination outside of U.S.A. are FINAL SALE.
All returns must be processed within 30 days of receiving the order. You will be refunded to your original form of payment. Please note, there is a restock fee of $5 per order and your original shipping charges are not refunded.
All items must be returned in their original condition, brand new, resellable in the unopened unit carton. All exchanges must be requested within 30 days. We Love Eyes is not responsible for any items returned to us via a non-trackable delivery method that are lost in transit.
If you have received defective, or incorrectly shipped merchandise, we will gladly replace the merchandise without additional charge. Please follow the instructions below within 10 business days of receiving your shipment.
In the event of any damages we do require a photo to be sent along your customer service inquiry.
We Love Eyes does not accept returns for goods that have been opened or used.
RETURN EXCHANGE INSTRUCTIONS (U.S.A. only):
Email our Customer Service team at weloveeyes@support.sparkart.com with the following information:
- Order confirmation number
- First and last name
- Mailing Address
- Phone number
- What you are returning and why
- Mail your return to the address below and include all the information above with your return. We highly recommend that the items be returned to us using a mail service that provides tracking or insurance.
U.S.A. returns only:
Pacful, Attn: We Love Eyes returns
11391 Sunrise Gold Circle, Suite 100
Rancho Cordova, CA 95742
All returns will incur a $5 restocking fee per order. Once your return has been received, we will exchange your item or process your refund. Please allow 3-4 weeks for your return to be processed.
Canada Returns:
Please refer to Eye Drop Shop for their return policy. You can also email Eye Drop Shop at info@eyedropshop.ca for return / exchange questions.
All Other Country Returns:
Due to logistics, we are unable to process returns or exchanges for orders with a final destination outside of the U.S.A. We apologize for the inconvenience.
FINAL SALE ITEMS (as of Jan 1, 2023):
Eyelid Margin Cleansing Brush
Eyelid Margin Scrub Brush
Focused Eye Roll
In Between Eyelash Cleansing Brush
Lashfull Thinking™ lash + brow follicle oil
Lashfull Thinking™ lash + brow cleansing brush
The Toolbox
All items purchased through Amazon will be processed through their their customer service and will have to abide Amazon's return policy. Please reach out to Amazon returns through your order link.
All items shipped outside of North America are a final sale as we do not have the infrastructure to process global returns. Please ask any us any questions you may have before purchasing We Love Eyes.
HOW LONG DOES IT TAKE TO PROCESS A RETURN?
Credit card refunds take 5-10 business days to appear on your statement once your return has been processed.
CUSTOMER SERVICE EMAIL & HOURS
USA & all other countries
weloveeyes@support.sparkart.com
9:00am - 5:00 PST, M-F
Canada
info@eyedropshop.ca
9:00am - 5:00 EST, M-F
+1-844-442-3937
All other countries via Border Guru
hbg.usclientsupport@hermesworld.com
9:00am - 9:00 CST, M-F