Cancellation Policy

At Global Lens, we understand that plans change. This policy explains how to cancel your order and what to expect when you do.

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How to Cancel Your Order

Before Your Order Ships

If you need to cancel your order before it ships, contact us immediately:

Contact Methods:

What to Include:

  • Your order number
  • Reason for cancellation (optional but helpful)
  • Confirmation that you want to cancel

We'll respond within 2-4 hours during business hours and process your cancellation immediately if the order hasn't shipped yet.

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After Your Order Ships

Once your order has shipped, we cannot cancel it. However, you have two options:

Option 1: Refuse Delivery

  • When the carrier attempts delivery, refuse the package
  • The package will return to us
  • We'll process a full refund once we receive it back
  • Refund timeline: 3-5 business days after we receive the returned package

Option 2: Accept and Return

  • Accept the delivery
  • Initiate a return per our Refund & Return Policy
  • Return unopened boxes within 30 days
  • We'll provide a prepaid return label (we cover return shipping)
  • Full refund processed within 1-2 business days of receiving your return
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Cancellation Timeline

Order Processing Stages

Understanding where your order is in the process helps determine if cancellation is possible:

Stage 1: Order Placed (Cancellation Available)

  • Your order has been received
  • Payment processed
  • Prescription verification in progress
  • Cancellation: YES - Contact us immediately

Stage 2: Prescription Verified (Cancellation Possible)

  • Your prescription has been verified with your eye care provider
  • Order is being prepared for shipment
  • Cancellation: MAYBE - Contact us immediately; we'll try to stop shipment

Stage 3: Order Shipped (Cancellation Not Available)

  • Order has left our facility
  • Tracking number sent to your email
  • Cancellation: NO - Refuse delivery or return per our return policy

You can check your order status by:

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Refund Process for Cancelled Orders

If Cancelled Before Shipping

Full Refund Includes:

  • Product cost
  • Shipping fees (if paid)
  • Sales tax

Refund Timeline:

  • Refund processed immediately upon cancellation
  • Funds returned to original payment method within 2-4 business days
  • Credit card refunds may take 3-5 business days to appear depending on your bank

Refund Method:

  • Refunds are issued to the original payment method used for the purchase
  • We cannot refund to a different card or account
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If Cancelled After Shipping (Via Return)

Full Refund Includes:

  • Product cost
  • Original shipping fees
  • Sales tax

We Cover:

  • Return shipping costs (prepaid label provided)

Refund Timeline:

  • Refund processed within 1-2 business days of receiving your return
  • Funds returned to original payment method within 3-5 business days
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Prescription Verification and Cancellations

During Verification

If you need to cancel while we're verifying your prescription:

  • Contact us immediately at support@globallens.com
  • We'll stop the verification process
  • Full refund processed within 2-4 business days
  • No questions asked

Invalid or Expired Prescription

If we discover your prescription is invalid or expired during verification:

  • We'll contact you immediately
  • You can choose to:
  • Cancel and receive full refund
  • Provide updated prescription and proceed with order

We'll never proceed with an order we cannot verify. Your vision health is our priority.

Special Cancellation Scenarios

Out of Stock Items

If an item in your order is out of stock:

  • We'll contact you within 24 hours
  • You can choose to:
  • Cancel the entire order (full refund)
  • Cancel only the out-of-stock item (partial refund)
  • Wait for restock (we'll provide estimated timeframe)
  • Substitute with similar product (with your approval)

You choose how to proceed - we'll never substitute or backorder without your explicit approval.

Delayed Orders

If your order is significantly delayed:

  • We'll notify you of the delay and reason
  • You can choose to:
  • Wait for delivery (no charge)
  • Cancel and receive full refund

Our commitment: If we cannot deliver within 10 business days of your expected delivery date, you're entitled to a full refund if you choose to cancel.

Pricing Errors

If we discover a pricing error after you've placed an order:

  • We'll contact you immediately
  • You can choose to:
  • Cancel and receive full refund
  • Proceed at the correct price

We reserve the right to cancel orders placed at obviously incorrect prices (e.g., $1 for a $100 product) with full refund.

Partial Order Cancellations

If you ordered multiple items and want to cancel only some:

Before Shipment:

  • Contact us at support@globallens.com
  • Specify which items to cancel
  • We'll adjust your order and refund the cancelled items
  • Remaining items will ship as normal

After Shipment:

  • You'll need to accept the full order
  • Return the unwanted items per our Refund & Return Policy
  • Keep the items you want
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Prescription Changes and Cancellations

If Your Prescription Changes

If your prescription changes after placing an order:

Before Verification:

  • Contact us immediately
  • We'll update your prescription information at no charge
  • No need to cancel

After Verification, Before Shipment:

  • Contact us immediately
  • We may be able to update your order (depends on processing stage)
  • If we can't update, you can cancel and reorder with new prescription

After Shipment:

  • You can cancel by refusing delivery or returning the order
  • Reorder with your new prescription
  • We'll waive shipping on your new order as a courtesy
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Payment and Billing After Cancellation

When Payment Is Refunded

Cancelled Before Shipment:

  • Refund initiated immediately
  • Funds returned in 2-4 business days

Cancelled After Shipment (Return):

  • Refund initiated within 1-2 business days of receiving return
  • Funds returned in 3-5 business days

Payment Authorization Hold

If your cancellation is processed very quickly (within hours of ordering):

  • Your payment may appear as a "pending" or "authorization hold"
  • This hold will automatically drop off in 3-5 business days
  • You won't be charged

If you've been charged, you'll receive a full refund to your original payment method.

International Orders (Canada)

For Canadian customers:

  • Same cancellation policy applies
  • Currency conversion may affect refund amount slightly (based on exchange rates at time of purchase vs refund)
  • Contact support@globallens.com for cancellation assistance
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How We Process Cancellations

Our Commitment

When you request a cancellation:

  • Fast response: We respond within 2-4 hours during business hours
  • No penalties: No cancellation fees or restocking fees
  • Full refund: You receive 100% of your payment back
  • No questions asked: We respect your decision to cancel

What We Need From You

To process your cancellation quickly:

  • Order number (found in confirmation email)
  • Contact information (email or phone)
  • Confirmation that you want to cancel

We don't ask for:

  • Lengthy explanations
  • Personal reasons
  • Multiple verification steps

Cancellation Confirmation

Once your cancellation is processed:

  • You'll receive email confirmation
  • Email includes refund amount and timeline
  • You can track refund status by checking your payment method
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Cannot Be Cancelled

Opened Products

If you've already received and opened your contact lenses:

  • These cannot be cancelled or returned
  • Contact lenses are medical devices that must remain sterile
  • Once opened, we cannot accept returns for safety reasons

Exception: Damaged or defective products can be replaced even if opened - contact support@globallens.com

Non-Returnable Items

Items that cannot be cancelled after receipt:

  • Opened contact lens boxes
  • Products past 30-day return window
  • Products without proof of purchase
  • Products not purchased from Global Lens

See our Refund & Return Policy for complete details.

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Tips for Successful Cancellation

Act Quickly

The faster you contact us, the more likely we can cancel before shipment:

  • Best timing: Within 2-4 hours of ordering
  • Good timing: Same day as order
  • May work: Within 24 hours
  • After shipping: Use return process instead

Have Your Order Number Ready

Your order number speeds up the cancellation process:

  • Found in your order confirmation email
  • Subject line: "Order Confirmation #[number]"
  • Also visible in your Global Lens account (if you created one)

Use Email for Fastest Response

While we offer phone support, email is often faster for cancellations:

  • We can process cancellations immediately via email
  • You have written confirmation
  • No hold times
  • Works 24/7 (we respond within 4 hours during business hours)
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Frequently Asked Questions

Can I cancel part of my order?

Yes, if your order hasn't shipped yet. Contact us immediately at support@globallens.com and specify which items you want to cancel.

Will I be charged a cancellation fee?

No. We don't charge cancellation fees or restocking fees. You receive a full refund.

How long does a refund take?

  • Cancelled before shipment: 2-4 business days
  • Cancelled after shipment (return): 3-5 business days after we receive the return

Can I cancel after my order has shipped?

Not technically, but you can refuse delivery or return the order per our return policy. Either way, you'll receive a full refund.

What if I need to cancel during prescription verification?

No problem. Contact us and we'll stop the verification process immediately. Full refund will be processed.

Can I change my mind after cancelling?

If your cancellation hasn't been processed yet, contact us immediately and we may be able to reinstate your order. If the refund has already been processed, you'll need to place a new order.

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Contact Us About Cancellations

For any questions about cancelling your order:

Email: support@globallens.com (fastest, available 24/7)
Phone: (978) 896-0335 (Mon-Fri, 9am-6pm EST)

Include in your message:

  • Order number
  • Whether you want to cancel entire order or specific items
  • Any questions you have

We'll respond within 2-4 hours during business hours, typically much faster.

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