Shipping policy

We ship to 85 countries and regions. Estimated transit times are shown by region below. Shipping options and any charges are calculated automatically and displayed at checkout.

Where we ship

North America

Estimated transit time: 11–15 business days

Canada, Mexico, United States

Europe

Estimated transit time: 11–25 business days

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Jersey, Latvia, Lithuania, Luxembourg, Malta, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine, United Kingdom

Asia & Pacific

Estimated transit time: 11–25 business days

Australia, Azerbaijan, China, Hong Kong SAR, India, Japan, Kazakhstan, Malaysia, New Zealand, Pakistan, Philippines, Singapore, South Korea, Sri Lanka, Thailand, Vietnam

Middle East

Estimated transit time: 11–25 business days

Bahrain, Iraq, Israel, Jordan, Kuwait, Oman, Qatar, Saudi Arabia, United Arab Emirates

Latin America

Estimated transit time: 21–25 business days

Argentina, Brazil, Chile, Colombia, Ecuador, Peru

Africa

Estimated transit time: 16–25 business days

Algeria, Angola, Ghana, Kenya, Madagascar, Mauritius, Mayotte, Morocco, Nigeria, Réunion, Rwanda, Senegal, Seychelles, South Africa, Tanzania, Zambia

Transit times begin after your order ships and do not include order review or lens production. Exact shipping options and estimates are shown at checkout.

Don't see your country or region? Contact us at support@primeparticle.com to ask whether another shipping option is available.

Order review and lens production

Production begins after we receive all required order and prescription information.

  • Order processing and information review: 1 business day
  • Single vision lens production: 1–3 business days
  • Progressive lens production: 3–5 business days
  • Custom tinting or prism correction: an additional 1–3 business days

The estimated time before shipping is 2–4 business days for single vision lenses and 4–6 business days for progressive lenses. High-index and other specialty lenses may need additional production time.

Business days exclude weekends and public holidays. Delivery times are estimates and are not guaranteed. Customs clearance or carrier delays may occasionally extend delivery.

Customs, duties, and taxes

International orders may be subject to import duties, value-added tax (VAT), or other customs fees, depending on the import regulations of the destination country or region. Any applicable charges are determined by local authorities and are the recipient's responsibility. Under our Terms of Service, these charges are not included in PrimeParticle's shipping fees.

Order tracking

We'll email you a tracking number after your order ships. Tracking information may take some time to become active after the carrier receives the package.

If you can't find the email, check your spam folder or contact us at support@primeparticle.com.

Packaging and carrier

Orders are packed in protective packaging. We select the carrier according to the destination and available shipping service.

Damaged, lost, or delayed packages

If your package arrives damaged, contact us within 7 days of delivery. If it appears to be lost or delayed, contact us within 7 days after the estimated delivery date. We'll review the shipment and help resolve the issue.

We are not responsible for delays caused by:

  • An incorrect or incomplete shipping address provided at checkout
  • Weather, holidays, customs, or carrier delays outside our control
  • Failed delivery attempts when the recipient is unavailable
  • Import restrictions or customs processing in the destination country or region

Returns and refunds

You may request a return within 30 days of delivery, subject to the conditions in our Returns & Exchanges Policy.

If your return is approved, we'll issue a refund to the original payment method or arrange an exchange of equal value.

Need help?

Email us at support@primeparticle.com. We typically reply within 24 hours on business days.