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 a prescription?
Yes! ICOICE's lenses are available with a 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 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 different from that on the website?
The actual color may vary due to lighting, camera filters, surrounding colors, and the wearer's original eye color or shape. Please consider these factors 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 every day?
We do not recommend wearing color contacts for more than 8 hours at a time, nor do we recommend wearing them every day. We highly do not recommend wearing 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?
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 a diopter for the left & right eyes when adding to the cart.
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 do I choose the right lens color?
- Refer to the lens picture, not the model’s photo, as eye color varies by individual.
- For a natural look, choose single-color lenses.
- For a more vibrant appearance, consider popular or hot-selling options.
- Choose the design and color that speaks to your heart, whether you have light or dark eyes
9. 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 the 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.
10. What is the packaging for yearly and monthly disposable colored contacts?
Our monthly and yearly disposable colored contacts are 2 pieces 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 update details (such as address or item quantity) within 2 hours of payment. Contact customer service via email at service@icoice.com with your order number and updated information.
2. Why haven’t I received an 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. Can I 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 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 details and tracking number when you check out as a non-member.
6. How can I use discount codes?
The discount code is available for all customers. You can apply it to the checkout page.
What's Buy X Get Y?
Our Buy X Get Y Free (BXGY) promotion allows you to get more for less! Here’s how it works:
- Add at least X+Y pairs to your cart.
- Apply the relevant discount code (e.g., B2G1) at checkout.
- Pay for X pairs, and the additional Y pairs will be FREE!
Example: If the promotion is B2G1, simply add 3 pairs to your cart, apply the code B2G1, and only pay for 2 pairs.
About shipping
1. Do you ship overseas？
Yes, we ship all over the world. Shipping will be free on orders over USD 50. We offer year-round discounts and promotions, so stay tuned for exclusive deals.
2. How long does it take to process and ship an order?
All placed orders will be processed and dispatched within 24 hours. Some items with high prescription and shortage may experience possibly delayed dispatch for 1-2 days because of customization and stocking. Thanks for your understanding.
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 if my package hasn't arrived after 20 business days?
- First, check the tracking status of your package.
- Contact your local delivery service (e.g., USPS, Canada Post) for updates.
- If the issue persists, email our customer service team at icoice@service.com for assistance.
5. Do I need to pay customs duties?
Customs duties and taxes vary by country. Any applicable fees are the responsibility of the customer. We recommend consulting your local customs office for details.
6. What are the shipping costs?
We charge a USD 6 logistics fee for orders under USD 50. We offer worldwide FREE SHIPPING for orders above USD 50 (default Logistics). If you need Expedited Shipping, we charge a USD 15 fee.
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?
We offer returns and exchanges if the product is unopened & unused. As the product is hygienic, we do not offer returns or exchanges after opening. If you have any faults or problems with your order, please contact us within 24 hours of receiving your package. You can check the return & refund policy for details.
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 the lens boxes (for your prescription) before opening them. If you notice the brand, type, or prescription is wrong, contact us immediately.
3. What if I received faulty goods?
If the goods are 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 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 at service@icoice.com with your order number, the details of the issue, and the picture of the items within 2 days after you received it. We will check and solve it for you as soon as possible.
Wear & Care
1. How to put contact lenses?
- Step 1: 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.
- Step 2: Hold up your upper eyelid and pull down your lower lid, then use the index finger to gently place the lens.
- Step 3: 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.
- Step 4: Do it 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: Use 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 should I do if my lenses irritate my eyes?
- Soak your lenses in a specialized contact lens solution for 24 hours, then rinse and clean them gently.
- Ensure the lenses are not inside out before wearing them.
- Use lubricating eye drops designed for contact lenses if dryness persists, or consult your eye care professional.
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 lenses?
Always wash your hands thoroughly with mild soap, rinse, and dry them before handling your contact lenses. Rub and rinse the lenses with fresh solution before and after each use, applying 2-3 drops to each side.
Before wearing, check that the lens is not inside out; it should have a "U" shape, not a "V" shape. An inside-out lens can cause discomfort and may shift while blinking.
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 may cause eye infections.)
7. Tips for contact lens care:
- Keep the contact lens case clean and replace it every three months.
- Rinse the contact lenses every time before wearing 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 closed when not in use.
8. Safety information about wearing contact lenses
- Always wash your hands before wearing, removing, or handling your contact lenses.
- Do not lend, borrow, or share used contact lenses, otherwise, it may lead to infection or even blindness to the eyes.
- Please take off your lenses before sleeping.
- Insert lenses before putting make-up on around the eyes, and take off lenses before taking make-up off.
- Please do not attend any water sports when wearing lenses.
- New contact wearer wears less than 4 hours a day. When your eyes adapt to the lenses, you can wear them longer but do not exceed 8 hours a day.