FAQ

Check out the FAQs here.

 

ORDER ISSUES

Is the product price for one pair or for one lens?

The price displayed on the website is for one pair (2 lenses + 1 lens case).

Do you offer discounts and free products?

Yes.
Discount codes are on the front page and on this page https://freshtone.shop/pages/discount-codes. 

Orders as from 5 pairs receive an automatic 2 pairs free.
Orders as from 10 pairs receive an automatic 5 pairs free

 

Why is my package not shipped yet?

Kindly allow 1-3 business days (exclude weekend and Public Holiday).

 

How long is the processing time for new orders?

Processing times for orders generally range from 1 to 3 business days, not including weekends or public holidays. The countdown for the estimated time of arrival (ETA) begins once the order status updates to "Fulfilled".

Please be aware that during busy periods like Halloween and Black Friday, there may be a slight delay in processing and updating your tracking number. Rest assured, your order will still be shipped within the 7 business days processing window, although the tracking number might take a bit longer to update. We appreciate your understanding and patience.

 

Can I modify my order after it has been placed?

Yes! Kindly email our customer service team on our store or send an email to info@freshtone.shop ASAP, as we are only able to change the ordered item if it has not been shipped out yet. Kindly check the availability of the item in our website to avoid any unnecessary delays.

How to find my order status?

You may see this word "unffulfilled" on the ORDER STATUS. This means your purchase is completed and the order is in the midst of processing, i.e. packaging, stamping and handling by FreshTone Team.

When you see the word "fulfilled", it means that your order has been shipped. TRACKING NUMBER will be updated in your account.

 

Why I haven’t received a response from customer service yet?

Please allow us at least 2 business days and please note that we are not operating on weekend. All the emails on weekend will be replied on the next Monday.

 

PAYMENT

What payment options do you have?

We accept payments from major credit/debit cards issued by Visa, MasterCard, American Express etc. We also receive apply pay, google pay, alipay, WeChat pay with the help of stripe. You may refer to our How-To Purchase guide with Stripe.

Why is my transaction not complete?

 Several reasons your transaction cannot go through.
- Bank Denied - Bank refuses to complete the payment. Please kindly call your card issuer / bank for authorization for this particular transaction
- Invalid card details including card holder name, card no., expiry date & security code.
- Card declined due to insufficient fund, invalid card type.
- Loading Error - Slow Internet connection during transaction, the transaction process has timed out.
- User clicks "Cancel Payment"

 

What to do if my order is unsuccessful?

If your payment is declined, then you will need to place your order with us again because the order has been frozen automatically. No payment will be taken for unsuccessful orders. To help ensure your order is not declined in the future, we suggest checking the following:
1. Ensure your card details are entered correctly.
2. Your card issuer may have declined your payment, please check with your card issuer for further support.
3. Clear cache and delete cookies or change browser to purchase again.
4. Contact info@freshtone.shop for further assistant.

 

SHIPPING AND TRACKING

How to track my order?

Make sure the status is "fulfilled" or "shipped".
Once you obtain your tracking number, you can click "Track My Order" or click here to track your shipment.

Do you ship to USA now?

Yes! We provide worldwide shipping including USA but exclusing Guam and Puerto Rico.

Why is the shipping delayed on my package?

Please do not worry! Normally the packages definitely get delivered within the ETA provided. However, sometimes your package delivery may be delayed due to local customs checking, natural occurrences, influx of packages, air and ground transportation strikes. Please note that FreshTone does not hold any responsibilities for any delay that happened due to the circumstance listed above.

 My package status shows as delivered, but I didn’t receive it yet?

If your package is nowhere to find, immediately email to info@freshtone.shop so that we may further assist you to get your package. We will take all necessary measures to ensure you get the item you paid for.