Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
(1) All items except prescription glasses
- You can cancel your order and receive a full refund before shipment.
- Orders cannot be cancelled after shipment.
(2) Prescription Glasses
- If you need to cancel your order or change the size, color, material, etc., more than 24 hours after placing it, a 20% handling fee will be charged on the item price.
- Orders that have already been shipped cannot be cancelled.
(3) If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address (suosooffice@gmail.com), or Live Chat.
- Have your order number ready when contacting customer service.
How can I track my order?
How can I track my order?
Once your order ships, you'll receive a shipping confirmation email and tracking number, so you can follow your package as it makes its way to you. However, tracking information can take up to 24 hours to update, so don’t worry if it doesn't show up immediately.
You can get shipping information via our order tracking page. We recommend tracking your order and ensuring that you’re home on the day of delivery to receive your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 10-15 business days, depending on your location.
- Processing Time: 3-5 business days.
- Shipping Time: 7-10 business days.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
Returns & Exchange
What is your returns policy?
What is your returns policy?
Because our glasses are custom-made, we only accept returns for incorrect or defective products.
If the goods received are damaged or incorrect due to our error, you may return them within 30 days for an exchange.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.