"I want an RMA because..." chart showing what is returnable for refund or replacement and who pays shipping. Instructions.

<p><a href="https://dryeyeshop.com/a/returns">Self-service return portal</a></p><h2 id="i-want-an-rma-because">I want an RMA because...</h2><table style="margin-right: calc(18%); width: 82%;" width="100%"><tbody><tr><td style="width: 41.0694%;">&#xA0;</td><td style="width: 13.8128%;">We will refund it</td><td style="width: 13.0149%;">OR We will replace it</td><td style="width: 14.8071%;">We will pay return shipping</td><td style="width: 17.1289%;">As long as you contact us within</td></tr><tr><td style="width: 41.0694%;"><strong>I haven&apos;t tried it out</strong></td><td style="width: 13.8128%;"><br></td><td style="width: 13.0149%;"><br></td><td style="width: 14.8071%;"><br></td><td style="width: 17.1289%;"><br></td></tr><tr><td style="width: 41.0694%;"><ul><li>I received the wrong thing or it was damaged in transit</li></ul></td><td style="width: 13.8128%;">Yes</td><td style="width: 13.0149%;">Yes</td><td style="width: 14.8071%;">Yes</td><td style="width: 17.1289%;">15 days</td></tr><tr><td style="width: 41.0694%;"><ul><li>I changed my mind. It&apos;s still sealed.</li></ul></td><td style="width: 13.8128%;">Yes</td><td style="width: 13.0149%;">No</td><td style="width: 14.8071%;">No</td><td style="width: 17.1289%;">30 days</td></tr><tr><td style="width: 41.0694%;"><strong>I tried it&#xA0;but it didn&apos;t work out</strong></td><td style="width: 13.8128%;"><br></td><td style="width: 13.0149%;"><br></td><td style="width: 14.8071%;"><br></td><td style="width: 17.1289%;"><br></td></tr><tr><td style="width: 41.0694%;"><ul><li>Devices, equipment (e.g. moisture goggles, lens insertion stands)</li></ul></td><td style="width: 13.8128%;">Yes</td><td style="width: 13.0149%;">No</td><td style="width: 14.8071%;">No</td><td style="width: 17.1289%;">30 days</td></tr><tr><td style="width: 41.0694%;"><ul><li>Optical products (Ziena, WileyX, 7Eye) <span style="color: rgb(226, 80, 65);">IMPORTANT: These products will only be refunded if returned in perfect condition with all packaging included.</span></li></ul></td><td style="width: 13.8128%;">Yes</td><td style="width: 13.0149%;">No</td><td style="width: 14.8071%;">No</td><td style="width: 17.1289%;">30 days</td></tr><tr><td style="width: 41.0694%;"><ul><li>Optical products (budget eyewear)</li></ul></td><td style="width: 13.8128%;">Yes</td><td style="width: 13.0149%;">No</td><td style="width: 14.8071%;">No</td><td style="width: 17.1289%;">30 days</td></tr><tr><td style="width: 41.0694%;"><ul><li>Disposable or consumable products (e.g. drops, gels, ointments, lens solutions, adhesives</li></ul></td><td style="width: 13.8128%;">No</td><td style="width: 13.0149%;">No</td><td style="width: 14.8071%;">No</td><td style="width: 17.1289%;">n/a</td></tr><tr><td style="width: 41.0694%;"><strong>The product is defective</strong></td><td style="width: 13.8128%;">Please see below.</td><td style="width: 13.0149%;"><br></td><td style="width: 14.8071%;"><br></td><td style="width: 17.1289%;"><br></td></tr></tbody></table><h2 id><br></h2><h3 id="-1"><br></h3><h1 id="return-procedures">Return procedures</h1><ol><li>Use the <a href="https://dryeyeshop.com/a/returns">Return Portal</a>, or contact us with your order details, what you wish to return and why.</li><li>Return labels: US customers - we will provide an RMA and return label. There is a flat $5 fee for return labels. Customers outside of US will need to arrange return shipping on their own.</li><li>Make sure to include all parts and packaging.&#xA0;Incomplete returns will receive a partial refund at our discretion, because we cannot get manufacturer credit for them.</li><li>Pack it securely.</li><li>All Ziena, 7Eye and WileyX eyewear returns will be charged a $7.50 restocking fee.&#xA0;</li></ol><p>Please&#xA0;contact us with questions if you need help finding a good alternative. Refunds are typically issued within 2 business days of receipt of product. (Please note that&#xA0;shipping is not refundable, only products.)</p><h1 id="defective-products-and-warranty-support">Defective products and warranty support</h1><p>Some items are covered by a manufacturer&apos;s warranty. For some, we provide warranty coverage ourselves. Let us know if there is a problem with any product purchased from us and we&apos;ll let you know what we can do or what the manufacturer can do for you and how to get in touch with them.&#xA0;</p><h1 id="-2"><br></h1>

Returns & Refunds Policy At-A-Glance

We're sorry it didn't work out! But... we also want to say that this is normal. So much of this stuff really is all about trial and error. What works for one person may not work for the next. Please let us know if we can provide any guidance to help

<p id="isPasted" style="margin: 0px 0px 1em; line-height: 1.4; color: rgb(0, 0, 0); font-family: &quot;Helvetica Neue&quot;, Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">We&apos;re sorry it didn&apos;t work out! But... we also want to say that this is normal. So much of this stuff really is all about trial and error. What works for one person may not work for the next. Please let us know if we can provide any guidance to help find a better match!</p><h3 style="margin: 0px 0px 1em; line-height: 1.4; color: rgb(0, 0, 0); font-family: &quot;Helvetica Neue&quot;, Helvetica, Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="1-is-your-product-eligible-for-return">1. Is your product eligible for return?</h3><h3 style="margin: 0px 0px 1em; line-height: 1.4; color: rgb(0, 0, 0); font-family: &quot;Helvetica Neue&quot;, Helvetica, Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="yes">Yes:</h3><ul style="color: rgb(0, 0, 0); font-family: &quot;Helvetica Neue&quot;, Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><li>Anything sealed in its original packaging and unused.</li><li>Most used durable items - that&apos;s things like moisture goggles, dry eye glasses, and lens insertion stands. However, with dry eye glasses, the glasses must be returned in perfect condition with all original packaging included.</li></ul><h3 style="margin: 0px 0px 1em; line-height: 1.4; color: rgb(0, 0, 0); font-family: &quot;Helvetica Neue&quot;, Helvetica, Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="no">No:</h3><ul style="color: rgb(0, 0, 0); font-family: &quot;Helvetica Neue&quot;, Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><li>Liquids and other consumables, once opened - drops, gels, ointments, salines, cleaning solutions, lid wipes, soaps, etc.</li></ul><h3 style="margin: 0px 0px 1em; line-height: 1.4; color: rgb(0, 0, 0); font-family: &quot;Helvetica Neue&quot;, Helvetica, Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="2-how-long-do-i-have">2. How long do I have?</h3><p style="margin: 0px 0px 1em; line-height: 1.4; color: rgb(0, 0, 0); font-family: &quot;Helvetica Neue&quot;, Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">30 days from date of purchase.</p><h3 style="margin: 0px 0px 1em; line-height: 1.4; color: rgb(0, 0, 0); font-family: &quot;Helvetica Neue&quot;, Helvetica, Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="3-whats-the-procedure">3. What&apos;s the procedure?</h3><ol style="color: rgb(0, 0, 0); font-family: &quot;Helvetica Neue&quot;, Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><li>Please call or email&#xA0;with&#xA0;your order details, what you wish to return and why.</li><li>Return labels: US customers - we will provide an RMA and return label. We deduct $5 from your refund for the return shipping charge.&#xA0;</li><li>Make sure to include all parts and packaging.&#xA0;Incomplete returns will receive a partial refund at our discretion, because we cannot get manufacturer credit for them.</li><li>Pack it securely.</li><li>All Ziena, 7Eye, and WileyX eyewear must be returned in perfect condition and they are subject to a $7.50 restocking fee.&#xA0;</li></ol><p><span style="color: rgb(0, 0, 0); font-family: &quot;Helvetica Neue&quot;, Helvetica, Arial, sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Refunds are typically issued within 2 business days of receipt of product. (Please note that shipping is not refundable, only products.)</span></p>

Help! The product I ordered did not work out for me.

Please note: you will not be able to create a return if your order contained subscription items. If you have trouble using our returns portal, we can always start a return for you. Please contact us at service@dryeyeshop.com or 877-693-7939 (8am-4pm

<h2 id="start-a-return-with-our-online-portal"><a href="http://dryeyeshop.com/returns">Start a return with our online portal</a></h2><p><br></p><p>Please note: you will not be able to create a return if your order contained subscription items.&#xA0;</p><p>If you have trouble using our returns portal, we can always start a return for you. Please contact us at <a href="mailto:service@dryeyeshop.com">service@dryeyeshop.com</a> or 877-693-7939 (8am-4pm Pacific, Monday-Friday).&#xA0;</p>

Start a return

Need more help? Email us! During business hours our turnaround time is usually two hours or less.

Returns, Replacements, Refunds & Warranty Support

Returns & Refunds Policy At-A-Glance

Help! The product I ordered did not work out for me.

Start a return