What are your shipping times?
Our shipping times vary and are based on the processing time of the product before it arrives in our warehouse, plus the delivery time.
Products marked as ‘Fast Shipping’ or 'In Stock' will be ready to ship within 24 hours from Monday to Saturday. However, please note that all orders with prescription lenses will take an additional 3 to 7 business days to process depending on prescription type and lens tints.For items that are not in stock, the sourcing time is either 5 to 11 working days, 11 to 15 working days or 3 to 4 weeks, depending on the availability of the product and the sourcing time from our authorized suppliers.
As mentioned above, please note that we need an additional 3 to 7 working days to process prescription lenses.
The sourcing time is indicated on the product page (see below):
If the item is in stock, it will be marked as ‘’In-stock’’ or feature a plane symbol:
Kindly note that due to limited availability, there may be delays on some models which are not in stock. In this case, we will notify you immediately via e-mail and provide you with alternative options.
As soon as the item arrives in our warehouse and is ready to ship, it will be sent out within 24 hours.
We have several shipping locations around the world, including Italy, Hong Kong, Australia, and the US. We will ship your order from one of our 4 logistics facilities depending on where the product is originally sourced. Our goal is to get the product to you as quickly and efficiently as possible!
The delivery time is in addition to the sourcing time of your order and starts from the date that we ship the order. As soon as we ship your order, you will receive an email with the tracking information.
International deliveries usually require the same amount of time as domestic deliveries.
Express delivery: DHL Express, FedEx, UPS, Aramex, RPX
Can I request a specific courier company for shipping my orders?
Due to logistical factors, we cannot promise a choice in a delivery company. However, we encourage you to share your concerns with us so we can offer the best service possible and provide you with a solution.
Can the items be delivered to a PO Box/APO/FPO address?
We ship to all valid PO Boxes and military addresses through local couriers. However, we recommend using a physical address as your shipping destination to ensure a safe delivery with express couriers. Please note that during the pandemic, many local postal services were suspended.
Cancellation during shipment:
If you decide to cancel the order or want to recall an item, please be aware that the process can take 2 to 3 weeks and we kindly ask for your patience. Please also note that a recall may no longer be possible if the item is already shipping, and we may need to wait for the item to be sent back to us. In this case, you can reject the package upon delivery.
Please note that we generally do not refund shipping charges, as we are charged for the additional shipping fee.
Package not received:
If you are notified that the item was delivered but haven't received it, and there is no tracking update for 72 hours, please first check if it was delivered to your neighbors. If you are still missing the package, please contact us, so we can start an investigation with the courier.
Kindly note that we may request additional forms and documents when you declare that an item was not delivered.
If any import taxes occur, rest assured that we will cover these costs. You can find more information about the procedure here in our FAQ.
Exception: Unfortunately, we do not refund Brazilian customs duties or taxes. Due to Brazilian Trade Regulations, all customers in Brazil are fully responsible for any customs duties or taxes incurred.
You can download your invoice with the order ID, tracking number and email address in case it is required by customs here: https://en.smartbuyglasses.com.hk/invoice
Please note that every country has its own import policy. Local customs officials will perform random checks that sometimes require personal documents as part of the clearance process.
Update (15th March 2022): Due to Covid-19 government restrictions in our main optical laboratory, delays are to be expected in the processing time of prescription lenses.