FAQs

What payment methods does Shaded Eyez Online Accept?
Shaded Eyez Online accepts all major credit cards, payments made through the Shop App, Google Pay and we now accept Afterpay and Shop Pay Installments.


What is Afterpay and how does it work?
Afterpay allows you to shop now and pay later, always interest-free. With Afterpay, your purchase will be split into 4 payments, payable every 2 weeks.  The first installment is due at time of initial purchase.

*Subject to approval
*You may need to checkout as a guest or cancel the "Shop Pay" authentication to use Afterpay. 

We also offer Shop Pay Installments (which works the same as Afterpay), which can be used through the Shop App and the website checkout page.


If I see something that I like on the facebook live, but it's not on the website, can I still purchase?
Absolutely!  Please email (sales@shadedeyezonline.com) or inbox us on our facebook business page (facebook.com/shadedeyezonline) the product you are interested in along with an email address for invoicing. You may also send a message via the chat option on our website.
Once invoices are sent; they are due upon receipt, however, there is a four hour grace period.  After the grace period, the invoice will be canceled and the product can then be sold again.


Something is wrong with my order, what do I do?
Although, we do not offer returns or refunds; we will assess each situation on a case by case basis and come up with a solution that is agreed upon by all parties.  Please email sales@shadedeyezonline.com with your order number, contact information and issue.  A response will be received within one business day.

If you receive an incorrect order; we will work to get the correct items sent via the original carrier choice chosen within one business day.


I placed an order, but haven't received it yet.
There are many reasons an order can be delayed in transit. Depending on the time of year, you could experience longer shipping times than normal. If it is discovered, after checking the tracking via the shipment confirmation email sent to the email address on file, that the order is still in transit or delivery has been attempted, please contact the USPS to complete a help request form.  This can be done online via the usps website at https://www.usps.com/help/missing-mail.htm.  You may also call: 1-800-ASK-USPS.


Once the request has been submitted, someone from your local post office will contact you with additional information and any next steps, if necessary.  If after seven business days, you have not received your order, you may file a missing mail search via the same URL above for assistance from the USPS in locating your missing mail.

Please note: Once your order has been delivered to the mail carrier of choice, it is no longer the responsibility of Shaded Eyez Online.  However, we will work with you on the above steps to help you locate your missing package. 


What are your customer service business hours?
For issues, questions, concerns; you may contact us via email at sales@shadedeyezonline.com.  Someone will contact you back via your stated communication method during our business hours.  Depending on availability,  you may receive responses and communications outside of the listed times.  You may also contact us via the website chat option and someone will respond back within the times listed below.

Monday - Friday
9am - 7pm EST
Saturday
9am - 12pm EST

Please note that orders are still processed daily, regardless of the time placed and shipped according to our shipping policy.

I've checked the tracking for my order, and it says "Returned to Sender, Addressee unknown."

Please note: It is the customer's responsibility to provide accurate shipping information. There is a very small window to have it updated if a mistake was made during checkout, as orders are generally filled as they come in, when applicable. 

Also note: If the USPS mail carrier is unable to determine if the correct Addressee is associated with the shipping address, it can be returned to the sender. This is at the discretion of the mail carrier. The USPS advises for names to be placed inside of the mailbox to prevent this from happening.
If your order tracking shows, returned to sender, for any reason, there will be a $5 re-ship fee, in addition to the shipping cost that will need to be purchased prior to your order being sent back via the selected shipping method.

Please note that we will only re-send your order once it has been received back to our mailing address. If the order isn't received back, please see the above FAQ "I haven't received my order" for steps in filing a missing mail request.

To have your order re-sent, upon return from the selected carrier, please contact us via email at sales@shadedeyezonline.com, and someone will respond during our customer service business hours (listed above). 

Please note that we do not allow refunds for orders sent back due to shipping issues. We will make every effort to get you your order once received back at our return address.

An invoice will be sent to collect the re-send fee along with the new shipping cost to the email address on file and is due upon receipt. If the invoice is paid after 3pm EST, your order will re-ship the next business day.

 

Last updated: June 2023