Shipping policy

SHIPPING POLICY

Last Updated: January 2026

At OcuLabs, we strive to deliver your order as quickly and safely as possible. By placing an order with us, you agree to the following strict shipping and delivery terms.

1. Processing Time vs. Shipping Time

Please note that "Shipping Time" is separate from "Processing Time."

  • Processing Time: All orders require 1-3 business days for our team to pack, inspect, and label your shipment before it is handed to the carrier.

  • Shipping Time: This is the time it takes for the carrier (USPS, UPS, etc.) to deliver the item to your doorstep after they have picked it up from our warehouse.

Promotional "Priority Shipping" Status: If you selected or won "Priority Shipping" during a promotional event (e.g., Spin Wheel), this designates your order for Priority Fulfillment. Your order will be moved to the front of our processing queue to be packed and dispatched faster. It does not guarantee overnight or next-day delivery by the carrier.

2. Lost, Stolen, or "Delivered" Packages

OcuLabs is not liable for lost or stolen packages once they leave our facility.

  • Proof of Delivery: If the tracking information shows the status as "Delivered" to the address you provided, OcuLabs considers the order fulfilled and complete.

  • Stolen Packages: We are not responsible for "porch piracy" or theft. If your package is marked as delivered but you cannot find it, you must file a claim directly with the shipping carrier (USPS, FedEx, DHL, etc.) or your local law enforcement. We do not issue refunds or replacements for packages marked "Delivered."

3. Incorrect Shipping Addresses

It is the customer's sole responsibility to ensure the shipping address is 100% correct at checkout.

  • Returned Packages: If a package is returned to us due to an incorrect, incomplete (missing Apt/Unit #), or undeliverable address, the customer is responsible for the re-shipping cost to send it out again.

  • No Refunds on Shipping: Original shipping fees are non-refundable in cases of address errors.

4. Order Modifications & Cancellations

Our fulfillment system is automated for speed. Once an order is placed, it is immediately sent to our warehouse for picking.

  • 60-Minute Window: You must email support@oculabs.com within 60 minutes of placing your order to request a cancellation or address change.

  • Locked Orders: After 60 minutes, we cannot cancel or modify your order as it is already in the fulfillment chain. You will need to wait for the item to arrive and follow our Return Policy to send it back at your own expense.

5. International Shipping & Duties

For orders shipped outside of the United States:

  • Duties & Taxes: OcuLabs collects payment for the product and shipping only. We are not responsible for any import duties, customs fees, VAT, or taxes charged by your country’s customs department. These fees are the sole responsibility of the recipient.

  • Customs Delays: We have no control over customs delays. If your package is held by customs, please contact your local customs office directly.

6. Refused Shipments

If you refuse a shipment upon delivery or fail to pick it up from the carrier’s holding facility:

  • You will be responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to OcuLabs. This amount will be deducted from your merchandise refund.