Return Policy

At Docs, we provide certified contact lenses for you that are the freshest and highest quality direct from the manufacture. We work hard to make sure your lenses arrive on time, in perfect condition, and exactly as prescribed. If you're not entirely satisfied with your purchase, need to exchange to a new lens or start a return — we're here to help.

Eligibility for Returns

To keep our products safe and compliant with FDA and health regulations, we can only accept returns or exchanges under specific circumstances.

You may be eligible for a return or exchange if:

• You received the wrong product, brand, power, or prescription.
• Your order was damaged or defective upon arrival.
• Your lenses were expired or packaged incorrectly.
• You accidentally ordered the wrong product but the boxes are unopened, sealed, and undamaged.

Returns must be requested within 30 days of delivery.

Because contact lenses are sealed medical products, we cannot accept opened or used boxes for refund or resale.

How to Start a Return

You may start a return or exchange through your account or by contacting our team at hello@docscontacts.com with:

• Your order number
• The product(s) you’d like to return or exchange
• A brief description of the issue (photos help if applicable)

We’ll review your request and send you a return authorization along with simple instructions. Unauthorized returns may not be accepted.

Return Conditions

To qualify for a refund or exchange:

• Products must be in original, unopened packaging.
• Products must be within their expiration date.
• Returns must include all boxes and packaging materials originally received.
• Items must be shipped back within 7 days of receiving your return authorization.

Once we receive and inspect your return, we’ll notify you by email. Approved refunds will be issued to your original payment method within 5–10 business days.

Damaged, Defective, or Incorrect Items

If your order arrives damaged or defective, or if we sent the wrong item, please contact us right away at hello@docscontacts.com and we will have the correct lenses shipped out asap.

Prescription & Custom Orders

All contact lenses are customized medical products based on your prescription.
We verify each prescription as required by law, and once fulfilled, those lenses are unique to you. To qualify for refund, contact lens boxes must be returned unopened in their original condition, must be free of any writing or markings on boxes and free from any damage to boxes.

Refunds

We will refund your return as soon as possible. Approved refunds will be processed in 5-10 business days. Your refund will be credited to the method of payment used for your order. Credit times vary and are dependent on your bank or credit card company.

Late or Missing Refunds

If you haven’t received a refund after 10 business days, please:

• Check your bank or card account again. 
• Contact your credit card company — processing times vary.
• Contact your bank if applicable.

If you’ve done all of the above and still haven’t received your refund, please email hello@docscontacts.com for further assistance.

Exchanges

If you need to exchange unopened boxes for a different prescription, brand, or lens type, we’re happy to help. Simply email hello@docscontacts.com and our support team will guide you through the process.

Return Shipping

For approved returns, we’ll provide a prepaid shipping label when possible.
If a label isn’t available, we’ll share the correct return address and instructions. Please make sure your items are securely packaged to avoid damage in transit.

Non-Returnable Items

Certain items are not eligible for return, including:

• Opened, ripped or used contact lens boxes
• Contact lens boxes with markings, stickers or writing on them
• Expired lenses
• Final sale or clearance products
• Gift cards or promotional items

Shipping and Service Charges

Docs uses third party payment processors such as Shopify, Afterpay, Stripe, PayPal, Shop Pay, Apple Pay, Klarna and others that may not refund these processing service fees upon return. All processing, service fees and shipping charges are non-refundable. These charges may show as "restocking fees" or "shipping fees" on your return notification.

Contact Us

We’re here to help make things right.
For questions about returns, exchanges, or damaged orders, contact our support team:

Docs Contacts
Email: hello@docscontacts.com
Address: 870 N High St. Columbus, OH 43215 USA