Last updated 14 August 2026
Where we ship from
Orders are picked and packed at our warehouse in Hong Kong and sent from there. Nothing is drop-shipped from a third party, which is how we can be certain about what is in the box and how it has been stored.
Processing time
We pack on business days. An order placed before the afternoon cut-off usually goes out the same day; anything placed over a weekend or a public holiday is processed on the next business day.
Two things can add to that. If your prescription still needs verifying, the order waits until that is done — we will tell you if that is what is holding it up rather than leaving you to guess. And a small number of less common lenses are ordered in for you rather than held in stock, which can add up to 14 business days before dispatch. Where that applies it is noted on the product page.
Delivery time
Once a parcel is with the carrier, expect it in 3–5 working days. You will get a tracking number by email when it ships; tracking can take up to 24 hours to show its first scan, because the parcel has to enter the carrier’s network before anything appears.
Shipping cost
Delivery is free on orders over $50. Below that a flat rate applies, calculated and shown to you at checkout before you pay. Annual supplies always ship free, whatever they come to.
Orders that arrive in more than one parcel
Larger orders are sometimes split across several parcels, and they may not all arrive on the same day. Where an order contains different powers for each eye we try to put a matching pair in each parcel, so a partial delivery is still usable. If one parcel has not turned up a few days after the others, tell us and we will trace it.
Addresses, and parcels that come back
Please check your delivery address before paying. If a parcel cannot be delivered because the address was wrong or incomplete, the carrier will attempt redelivery and then hold it; after 14 days unclaimed it is returned to us. Redirecting a parcel mid-transit, or reshipping one that has come back, costs money and that cost is passed on. We are not able to refund the original shipping on a parcel returned for these reasons.
Customs, duties and taxes
Prices on this site do not include customs duties, import taxes or brokerage fees. Where the destination country charges them, they are the recipient’s responsibility and are collected by the carrier, not by us. Some shipments also require the recipient to supply identification before customs will release them; if that happens the carrier will contact you directly.
Delays we cannot control
Once a parcel is with the carrier its progress is out of our hands. Peak periods, weather, customs inspection and carrier backlogs all cause delays from time to time. We will help you chase anything that has stalled, but we cannot guarantee a delivery date and we do not refund shipping because a parcel was slow.
If tracking has genuinely stopped moving, or the carrier confirms the parcel as lost, that is covered by the Refund & Exchange Policy.
Get in touch. Email support@lens.fit, or use the contact form. We answer Monday to Friday, 10:00–18:00 HKT, usually within one business day.