Optodex, Inc. Shipping & Return Policies

The following shipping and return policies apply to products purchased by you through Optodex.com, a website owned and operated by Optodex, Inc. (referred to herein as “we,” “us” or “our”).

1. Shipping

Shipping Options, Costs, and Shipping Days: We ship to addresses within the United States and shipping costs will be added at the time of checkout. Shipping costs and delivery timelines may vary depending on which shipping option you choose.

Please note that the United States Postal Service (“USPS”) has P.O. Box guidelines that determine the size of package that can be delivered to a P.O. box.  If your package exceeds 108 inches in combined length, width, and height the USPS may choose to store the package in a parcel locker and request that you pick the package up.  USPS has the right to refuse the package if it is considered oversize or if it is not picked up within the USPS’s designated timeline. If refused by USPS, we will treat the package as a returned shipment. We reserve the right to refuse shipment to a P.O. box if the required packaging does not fit within the USPS guidelines.

Shipping Errors: If products are received with missing quantities or the wrong product was shipped in error, please contact support@optodex.com to initiate the return or replacement of the product. You must inform us of the issue within 5 days after delivery of the product by sending an email to support@optodex.com. If the wrong product was shipped, we will pay for return shipping. Likewise, if your shipment is missing products, we will pay to ship the additional products ordered. We reserve the right to hold shipping the correct product until the wrong product is returned and inspected.

Damaged or Lost Goods: We are not liable for damaged or lost products during transit. We recommend purchasing shipping insurance if offered at checkout. If you experience issues, we’ll assist you in filing a claim with the carrier. Save all packaging materials and damaged products before filing a claim for damaged products.

Incorrect Address Provided: We make every attempt to validate the shipping address provided at checkout to ensure it is recognized as a valid address. If we cannot validate the address, we will try to contact you to provide an updated address. If we cannot update the address to a valid address, your order will be canceled and refunded.

We will not provide a refund if you provide the wrong shipping address and we cannot recover the package from the shipment carrier or after delivery.

Missing or Stolen Shipments: If you did not receive your order, but the shipping carrier has reported that it was delivered, please let us know as soon as possible, and within no longer than 5 days after delivery, by emailing us at support@optodex.com. We will file a claim with the shipping carrier. Local law enforcement may be involved. We will replace or refund your order when the investigation is complete. Allow up to 21 calendar days for the carrier investigation to complete before a refund or replacement is issued.

2. Returns & Refunds

Optodex™ products are of the highest quality and manufactured to the highest standards. We are committed to your satisfaction. The following information reflects our policy regarding returns and refunds.

Essentials Kit – 30-Day Satisfaction Guarantee

Products purchased through Optodex.com as part of the Essentials Kit carry a 30-day customer satisfaction guarantee (the “30-day Guarantee Period”). If you are not satisfied with your Essentials Kit purchased from www.optodex.com for any reason, you may return it for a refund or exchange.

  • The 30-day Guarantee Period begins on the date the product is delivered to you.
  • Proof of purchase is required.
  • This satisfaction guarantee applies only to the Essentials Kit purchased directly from Optodex.com.

If you would like to request a refund or exchange for an Essentials Kit within the 30-day Guarantee Period, please email support@optodex.com with your order number, order email, and billing ZIP code and indicate the reason for requesting a refund or exchange. We will email you a prepaid return shipping label or an update on your request. You are responsible for properly packaging and protecting the product during its shipping back to us. We must receive returned products within 15 days after you receive your return shipping label.

If you have requested a refund, we will refund your purchase on the card you used at checkout upon our receipt of the returned product. The refund process can take at least 7–10 business days. You will receive an email confirming your refund, but if you feel it has been too long, please contact us at support@optodex.com to check on your refund status.

All Other Products (Non-Essentials Kit)

For all other Optodex™ products purchased through Optodex.com (including, for example, Refill Kits, Tweezer Kits, and other accessories), returns are accepted only if the product is unopened:

  • The product must be unopened, unused, and in its original packaging.
  • Any hygiene seals or safety seals must be intact and not tampered with.
  • Return shipping costs for these products are the responsibility of the buyer. We recommend using a trackable shipping service, as we are not responsible for lost return shipments.

To request a return for non-Essentials Kit products, please email support@optodex.com with your order number, order email, billing ZIP code, and the reason for your return. Our team will confirm eligibility and provide return instructions and the return address. Once we receive and inspect the unopened product, eligible refunds will be issued to the original payment method within 7–10 business days. Original shipping charges are non-refundable unless the product was delivered damaged or incorrect.

Damaged, Defective, or Incorrect Items

If any Optodex™ product (including the Essentials Kit or other products) arrives damaged, defective, or incorrect, please contact us at support@optodex.com within 7 days of delivery with your order details and photos of the issue. If we confirm that the product was damaged, defective, or incorrect, we will either:

  • Replace the product at no additional cost to you, and/or
  • Provide a prepaid return shipping label where a return is required.

Exclusions

There are no returns, refunds, or exchanges for:

  • Discontinued or final sale products
  • Stolen or lost products
  • Products damaged due to misuse, improper handling, or failure to follow instructions

No returns, refunds, or exchanges will be permitted outside of the 30-day Guarantee Period for the Essentials Kit, or for opened/non-eligible products as described above, except where required by applicable law.

Third-Party Vendor Purchases

Optodex™ products purchased from a third-party vendor (e.g., Amazon, Walmart, Target, etc.) are subject to the return/refund policy of the third-party vendor. Please inquire with the third-party vendor regarding its return/refund policy.

Subscriptions

You may cancel your subscription at any time. Cancellation will stop future recurring charges and future shipments after the effective date of cancellation.

  • Any subscription products that have already been processed or shipped at the time of cancellation are not automatically refunded.
  • Products shipped under a subscription are subject to the same return and refund rules described in this policy:
    • Essentials Kit shipped via subscription: eligible for the 30-day satisfaction guarantee as described above.
    • All other subscription products: must be unopened, unused, and in original packaging, and return shipping is paid by the buyer, as described above.

To cancel a subscription or inquire about returns for subscription orders, please contact us at support@optodex.com with your order details.

3. Customer Support

If you experience any issues with your purchasing experience, a return, refund, exchange, or any other similar matter, please contact us at support@optodex.com.

We thank you for your business.