Frequently Asked Questions
for international customers at the Dry Eye Shop
***Don't forget CUSTOMS DUTIES may be assessed on your package when you collect it. We cannot estimate these duties for you, and they will be your responsibility to pay. Please check with local authorities if you need more information.***
1. Do you ship to my country? How much will it cost?
We ship to most countries. You can find out by adding an item to the cart in the shop, then clicking on the "Calculate shipping and sales tax" link. It will ask for your country and postal code and then will present all available shipping methods with their costs.
2. How long will it take?
Think weeks, not days. Cheap = slow. Expensive = faster, but not instantaneous.
It depends on the method, the destination, and how long it takes to clear customs in your country.
I have found the cheapest service (First Class International) varies a lot on timing. It can take anywhere from 1 to 4 weeks going to the countries I ship to most often (Canada, UK, Ireland, Germany, Australia). I'd say average is around 2 to 2.5 weeks. I regularly get emails from panicky customers who don't have it by the 2 week mark. Going to certain countries - India, Singapore, middle eastern countries - it can sometimes take considerably longer. I only rarely have a package actually lost in transit though.
Priority and Express are somewhat iffy. They don't guarantee tracking door to door, and don't guarantee timing either. It "usually" works out OK, but we have absolutely no recourse when it doesn't.
If you need something ASAP and don't care how much it costs, put a note on your order or call and I'll send it via Fedex.
3. Can you change the label for me so I can avoid customs charges?
NO.
I am often asked to reduce the amount on the invoice and/or mark the package as a gift or a sample. I am sorry but I will not do this under any circumstances. If you would like help trying to find a local source for the product you want, or suggestions for cheaper products that will be less likely to incur customs duties, I will be most happy to help.
4. Where is my package? It hasn't arrived yet and I want to know what's going on.
If you used Express or Priority, you can track your package using the link in your shipping confirmation (or log in to your account) - BUT NOTE they do not guarantee tracking to all countries. First Class does not include any tracking at all after it leaves the local post office. Bottom line, we won't always know where your package is.
5. I tried to track it through the link in the order confirmation but there is no information. Why is this?
First Class International service does not include tracking service. That's why it's cheap.