Updated 30/03/2020 15:17 HKT
To our amazing customers who've stuck with us through thick and thin:
We know you're probably sick (no pun intended) of hearing about COVID-19 and having your life disrupted in myriad ways. However, we wanted to reach out to you and offer you some clarity during this time of uncertainty.
Rest assured that our warehouse operations are mostly business as usual. We're maintaining safe and healthy service so that we can serve your vision needs as much as we can.
- Our ecommerce site and customer service are running as usual. Our CS team has always worked remote, so recent work-from-home policy implementation has little impact on us. You can contact us on via helpdesk.
- Shipping times have been affected. As of 30/03/2020, you can expect a delay of 5-14 working days for all locations regardless of shipping method, due to a substantial reduction in flight frequencies and changes in overseas postal administration policies. Additionally, delivery to the certain countries been suspended until further notice. Please refer to the below list.
All countries except those below
Delayed (by 5-14 working days)
Signature-upon-delivery services suspended. Instead, parcels will be deposited in the addressee's mailbox or a secure location on their premises.
- Our warehouse is handling products in the most feasibly hygienic way. We all wear masks (a norm in Asia), and hand sanitizer and soap and water are readily available at our facilities. Surfaces are also wiped and disinfected several times a day.
We apologize if we are unable to offer you service this time. However, we hope this gives you some reassurance and clarifies your questions. Thank you so much for your understanding and patience. Please remember to follow your national health institute's guidelines for staying safe and healthy. 🙏 And also, WASH YOUR HANDS with soap and water as often as possible!