FAQ

The page lists frequently asked questions from customers and answers the FAQ in details, including questions related to products, shipping, orders and so on.

About product

1. Do ICOICE's lenses come with prescription?

Yes! ICOICE's lenses are available with prescription. If you have normal vision, you can choose plano lenses (0.00). Otherwise, Please consult your eye doctor to confirm the diopter counts before placing an order.

2. Does ICOICE have the colored contact lenses for astigmatism?

ICOICE currently doesn't provide colored contact lenses for astigmatism. Please check your eye prescription carefully before purchasing.

3. Why is the actual color defferent from that on website?

Due to different factors such as lighting, camera lens filter, surrounding color, and original eye color/eye shape, lenses' actual look on eyes might look different for different people. Please consider these differences before placing your order.

4. When is the expiration date of the contact lens?

ICOICE's lenses can be stored for 5 years after manufacturing. You can find the manufacturing date and expiration date on the packaging.

5. How long can I wear the colored lenses? Can I wear them everyday?

We do not recommend wearing color contacts for more than 6 hours at a time, nor do we recommend wearing them everyday. We highly do not recommend wear lenses while swimming, sleeping, or showering, It may cause infections. Color contact lenses are meant for cosmetic enhancement only and not as a direct replacement for conventional clear lenses.

6. How to order when my two eyes' diopter is different?

Please order two different boxes of colored contact lenses with different diopter to fit your eyes.

7. Are your products safe?

Absolutely safe. ICOICE's lenses have been certified by the US FDA, ISO and CE. Product quality has always been our top priority, so you can wear ICOICE's contact lenses with complete confidence.

8. How to order when my two eyes' diopter is different?

You can order colored lenses with different degrees for both eyes at ICOICE. If the lens is a prescription lens, you can select the diopter for each eye on the product page. Please choose diopter for left & right eyes when adding to cart.

9. How to choose the right color lenses?

  • 1.refer to the lenses picture, not the model, since different people have different eyes color
  • 2.If you just need natural, we suggest choose single color lenses.
  • 3.If you want to bright out, you can directly choose from the hot sell
  • 4.no matter light color eyes or dark color eyes, it is the best when the structure hit your heart.

10. Why is my vision blurry with contact lenses on?

There are two possible reasons.

  • 1. Check if you have purchased the correct diopter and base curve according to prescription.
  • 2. Check the shape of the lens to make sure it has not turned inside out, otherwise, it will cause discomfort, and will move around when you blink.

11. What is the packaging for yearly and monthly disposable colored contacts?

Our monthly and yearly disposable colored contacts are 2 piece per box and we sell them by 1 Pair.

About order

1. How to change my order information (shipping address / name / phone number, etc.)?

If your order has not been processed, you can change the order information within 2 hours after you complete your payment. Please contact our customer service team via email service@icoice.com with the order number and and the correct information you want to change to.

2. Why did l not receive order confirmation email?

Our confirmation email is sent automatically by the system, if you don't receive it, please kindly check your spam folder or check if the email address left was correct. Otherwise, please contact our customer service team via email service@icoice.com and we will help you to confirm that the order is valid.

3. How to cancel my order?

If your order has not been processed, you can cancel the order within 2 hours after you complete your payment. We will process your payment cancellation and refund within 15 business days.

4. How long will it take for my order to be processed?

All orders are processed and shipped in 2 business days, Monday through Friday Beijing Standard Time(GMT+8), excluding the bank holidays within China.

5. Can I place an order as a non-member?

Yes, you can order as a non-member. You will still receive a confirmation email with order detail and tracking number when you check out as a non-member.

6. How can I use promo codes?

Promotion code is available for all customers. You can apply it to the checkout page.

What's Buy X Get Y?

For Buy X Get Y Free (BXGY), means when you add over (X+Y) Pairs to the Cart, Y Pairs is Free. For example, B2G1 means there are ≥3 pairs in your cart, and you only need to pay for 2 pairs by applying the code [B2G1]. By the way, we don't accept leave code in note and ask for extra pairs.

About shipping

1. Do you ship overseas?

Yes, we ship all over the world. Shipping will be free.We run discounts and promotions all year, so stay tuned for exclusive deals.

2. How long will my order shipping?

All of placed orders will be processed and dispatched within 24 hours.Some items with high prescription and shortage may expereince possibly delayed dispatch for 1-2 days because of customization and stocking. Please understand.

3. How can I track my package?

After the package is sent, you will receive a confirmation email. You can see your tracking number in the email(Sometimes in the Spam box), please use the tracking number to check on the website https://www.17track.net/en.You can also log in to the member center to check your order!

4. What to do if the parcel has not arrived for more than 20 business days?

First of all, please check the delivery status of your parcel with the tracking number we sent to you via email. Then, please contact your local delivery service company such as USPS and Canada Post. If you still can't find your parcel, please contact our Customer Service via email: icoice@service.com

5. Do I need to pay customs duties to receive the product.

Policies on duties and tariffs may be different in different countries. It is the customer's responsibility to pay required taxes and fees of your local government. The price on our website does not include these charges. These fees are paid to your local carrier or government and are not collected by icoice. For detailed local duties and tariffs information, we recommend you consult your local customs office.

6. What are the shipping costs?

We charge a USD 6 logistics fee for orders under USD 50. And we offer worldwide FREE SHIPPING for orders above USD 50 (default Logistics).

7. Tracking updates have been frozen for a few days.

Delivery processing may be delayed due to local delivery circumstances such as customs clearance, bad weather, volume, etc and tracking updates may stop accordingly.
It will be updated if you wait for a little, so please be patient with us.

Nevertheless, if the update fails for more than 2 weeks, please contact us with your order number.
We will check where your parcel is with our carriers and take action based on the investigation.

Returns & Refunds

1. Can l exchange or return my order?

As the products are hygienic, unfortunately, we do not offer exchanges. If there are any faults or problems with your order, please contact us within 24 hours of receiving your package.

2. What if I made a mistake on my order?

  • After you place an order: If you notice a mistake, and your order has not been processed, you can change the order information within 2 hours after you complete your payment. We’ll instruct you on the next steps.
  • When you receive a package: Check the sides of lens boxes (for your prescription) before opening. If you notice the brand, type, or prescription is wrong, contact us immediately.

3. What if I received faulty goods?

If the goods have any faulty and issue with your order when you get the parcel, contact us within 24 hours!

Please enclose the picture and tell us the details of the issue, we will check and solve it for you as soon as possible.

4. What to do if the items I received do not match my order?

If you have received the items that do not match your order, please contact us via email service@icoice.com with your order number and the picture of the items within 2 days after you received it.

Please enclose the picture and tell us the details of issue,we will check and solve it for you as soon as possible.

Wear & Care

1. How to put contact lenses?

  • Step1: Take the lens out from the packet gently after washing and drying your hands.Then make sure you are holding the correct side of the lens.
  • Step2: Hold up your upper eyelid and pull down your lower lid,then use the index finger to gently place the lens.
  • Step3: Look up and down, left and right after putting the lens in so that it will settle into place, then close your eye in a while.
  • Step4: Do again for the other eye through simple steps!

2. How to remove contacts?

  • Step 1: Wash and dry your hands thoroughly before touching your eyes.
  • Step 2:Use your clean hand to gently pull down your lower eyelid, then pull up your upper eyelid.
  • Step 3:Using your index finger and thumb to pinch the lens gently.
  • Step 4:Look up and slide the lens down gently so that the lens.

3. What do when lenses irritate eyes?

Please soak your lenses in a care solution that is exclusive for contact lenses for 24 hours, then rinse and scrub your lenses gently.

Check the two sides before wearing lenses to avoid uncomfortable experiences, such as irritation, dry eyes,blurry vision, etc.

4. What should I do if my eyes feel dry with contact lenses?

Use lubricating eye drops specifically designed for contact lens wear. If dryness persists, consult your eye care professional.

5. What should I do before wearing contact lens?

First of all, you always have to wash your hands thoroughly with a mild soap, rinse carefully and dry before touching your contact lens. And rub and rinse contact lens with a fresh solution before and after each use. When you rinse it, please place 2-3 drops of a fresh solution and rub the obverse and reverse side of the contact lens.

Right before wearing, you must check the shape of contact lens, whether the contact lens has not turned inside out. The shape of contact lens should be "U "- Semicircular, not "V"- Inside out. If the contact lens is inside out, it will make you feel uncomfortable and will move around when you blink.

6. What kind of lens solution should I use?

We recommend using an all-in-1 lens solution for soft lenses.

(Make sure you do not use water. This will damage the lenses and it can cause eye infections.)

7. Tips for contact lens care:

  •  Keep the contact lens case clean and replace it every three months.
  •  Rinse the contact lens every time before you wear and after you wear them.
  •  Rinse the contact lens case with fresh solution – not water.
  •  Do not allow the tip of the solution bottle to come into contact with any surface, and keep the bottle tightly close when not in use.

8. Safety information about wearing contact lenses

  • 1. Always wash your hands before wearing, removing or handling your contact lenses.
  • 2. Do not lend, borrow or share used contact lenses, otherwise, it may lead to infection or even blindness to eyes.
  • 3. Please take off your lenses before sleeping.
  • 4. Insert lenses before putting make-up on around eyes, and take off lenses before taking make-up off.
  • 5. Please do not attend any water sports when wearing lenses.
  • 6. New contact wearer wears less than 4 hours a day. When your eyes adapted to the lenses, you can wear them longer, but do not exceed 8 hours a day.