Where Is My Order?

Order Confirmation

Once you've completed your purchase, we will send you a confirmation email that includes your unique order ID. Our team will then begin preparing your order for shipment, ensuring it is carefully packed and ready to go. 

Orders are usually dispatched within 2-3 business days, but during big promotional periods, this may extend to 5-7 business days, and we appreciate your patience during such times.

United States Orders:

For our customers in the United States, you will receive an email confirmation once your order is placed. This email will also include information on obtaining a prescription for your device, should you require one. Our dedicated support team is here to assist you if you need help.

It's crucial to inform us if your prescription's name differs from your order's. Doing so ensures a smooth shipping process without any delays.

United Kindom Orders:

If you've placed an order in the United Kingdom, please keep an eye on your email for the order confirmation, including an attached VAT exemption form. This form is essential if you wish to avoid VAT charges in the UK.

• Please complete and send the form back to us as soon as possible or let us know immediately if you decide not to sign the form to prevent any potential shipping delays. 
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Shipping Confirmation

Once your order is ready for pickup by our trusted courier, we will email you a tracking number. With this number, tracking your delivery's progress is a breeze.

Just click on the "Track your shipment" link in the email, which will direct you to the courier's website to access real-time updates. We recommend checking the status 24 hours after dispatch for the most accurate information.

USA orders: Your order will be shipped only after we receive the required prescription.

UK orders: Your order will be shipped upon receiving your completed UK VAT Exempt form or notice of refusal to sign. 

Estimated Shipping Times

• North America: 1 to 3 working days
• Rest of the World: 3 to 5 working days

Note: These are estimated timeframes and are not guaranteed. However, typically, our customers receive their orders within these timeframes.

Couriers

Orders shipped to addresses within Canada will be sent via Canada Post Xpresspost or FedEx 2Day®. We use FedEx Express or DHL Express for shipping for all other international orders.

Potential Delays 

While we strive to offer fast global delivery without any cost for device orders (excluding duties and taxes), it's important to be aware that certain factors, such as customs and weather-related issues, may lead to shipping delays. Unfortunately, these are beyond our control.

Questions?