FAQ
1 Shipping & Delivery
Where do you ship from?
Orders are processed through our international fulfillment network and shipped directly to your delivery address.
How long does order processing take?
Most orders are processed within 24 business hours after your order and required information have been successfully received.
During major promotions or holiday periods, processing may take slightly longer.
How long does shipping to the United States take?
Standard delivery to the United States usually takes approximately 10–20 business days after dispatch.
Please note that delivery estimates may vary due to customs clearance, local carrier conditions, severe weather, or peak-season volume.
How can I check my order Tracking?
Once your order has been dispatched, we will notify you by email.
To check the latest shipping Tracking, go to the navigation menu on the TolyTolly homepage and select Order Tracking.
2 Payment
What payment methods do you accept?
We accept major credit and debit cards, along with the secure express payment methods displayed at checkout.
Available payment options may vary depending on your country, device, and currency.
Is my payment information secure?
Yes. Payments are processed through secure third-party payment providers. TolyTolly does not directly store your full card information.
3 Contact Lenses & Prescription
Do I need a prescription to order colored contact lenses?
For customers in the United States, a valid contact lens prescription is required, including for non-corrective cosmetic colored contact lenses.
Prescription information may be requested and verified as part of the order process.
Can I order lenses with 0.00 power?
Yes, selected styles are available in 0.00 power. However, 0.00 power does not remove applicable prescription requirements for U.S. customers.
How do I choose the right lenses?
We recommend following the contact lens specifications prescribed by your eye-care professional, including the appropriate lens fit and power.
If you are unsure which lenses are suitable for you, please consult a licensed eye-care professional before ordering.
4 Order Support
Can I change or cancel my order?
Because orders may enter processing shortly after purchase, please contact our customer service team as soon as possible if you need to make a change.
We cannot guarantee that an order can be changed or cancelled once fulfillment has begun.
What should I do if there is a problem with my order?
Please contact our customer service team with your order number and a brief description of the issue.
If applicable, photos can help us review the issue more quickly.