Shipping policy

🛠 Order Processing

  • Non-Prescription Items (glasses without prescription, sleep masks, earphones, & earplugs)
    - Processed within 1–2 business days (excluding US & Canada holidays/weekends). Shipped from our Texas Warehouse.

  • Prescription Glasses (reading & custom lenses)
    - Precision-crafted and made only upon order. Processing takes between 10–20 business days (excluding US & Canada holidays/weekends and depending on the lens type). Shipped from our Lab in BC, Canada.

Once dispatched, you'll receive a confirmation email with tracking details sent to the email address provided at checkout.

ℹ️ Important Information

  • Address Accuracy: Kindly ensure the shipping details are accurate. Any packages with incorrect or incomplete addresses are possible to be destroyed by customs and not returned back. Vivarays are not held liable for such cases.

  • Monitor the tracking #: Please monitor the tracking number sent to you after package was shipped out and kindly coordinate directly with the carrier for any other custom or local requirements to successfully deliver your package.

  • Delivery Delays: Customs inspections, holidays, or carrier delays may affect timelines which is out of control of VivaRays.

  • Route Insurance: While this is optional, we still recommend adding shipping protection for unexpected lost, damaged, or stolen packages.

🌐 Customs & Duties

  • Prescription and/or Customized Glasses
    - Duties, taxes, or import fees may apply upon delivery. Please check with your local post office to inquire more specific details.

  • Non-Prescription Items (Glasses, Earphones, Earplugs and Masks)
    - Duties, taxes, or import fees are covered by VivaRays (in countries: Canada, Australia, United Kingdom, New Zealand, Germany, Hong Kong, Israel, Mexico, Singapore, South Korea, European Union: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.) Custom fees may be collected upon delivery for countries not listed above.

🌍 Shipping Methods

  • United States: USPS, DHL, UPS, Canada Post, or available carriers

  • Canada: Canada Post, UPS, Purolator, or available carriers

  • International: Regular mail or International carriers, depending on destination and available carrier

Note for Mexico, Brazil & Middle East: A Tax ID may be required. Please enter it under “Company name” at checkout to avoid delays. If necessary, our team will contact you for further details.

📦 Delivery Times

  • Vary depending on destination and shipping method

  • Tracking details will be provided so you can monitor your shipment

🛑 On Cancellations

We understand that things can suddenly happen, and we can cancel then refund right away as long as it meets the following criteria:

  • The order is still within 12-24 hours upon purchase.

  • Once the order has shipped or the process is already underway, it cannot be stopped, and you’ll cover the shipping and return fees for a refund.

💰 Shipping Costs

  • Calculated at checkout based on your delivery address and method

  • All shipping fees are non-refundable

💌 Contact Us

For any questions, our customer support team is here to help: support@vivarays.com

⚖️ Disclaimer

This shipping policy is subject to change without prior notice.

Last updated: Jan 2026