Frequently Asked Questions:
ALL pre-order items are estimated to process in 10-12 weeks after your order date. In order to keep our system flowing seamlessly we ask that you do not purchase additional items at the same time as a pre-order item(s). Prism Lens FX will refund your other item(s) or split the shipment and require additional shipping fees if other items are purchased at the same time as your pre-ordered item(s). You can purchase more than one pre-order item in the same transaction.
Do you ship internationally?
Yes, our fee to ship internationally is $45! Be forewarned most people also have to pay an additional customs fee to retrieve their packages from customs if the order is over a certain $ amount. (Varies by country)
Do I have to pay an import / customs fee?
Yes. Most, if not all of our international packages will require you to pay a local customs fee! (Varies by country)
Do you offer return or exchanges?
Prism Lens FX does not accept returns or exchanges of any of our items. All sales are FINAL in that regard.
What should I do if I have not received my package in the time frame stated on my confirmation email?
DOMESTIC: If you have not received your order in the time stated on your confirmation email or your order is not showing movement within tracking, please feel free to contact UPS by phone at 1 (800) 742-5877. You will need to provide them with your tracking number and the date it was shipped. Pleases note: we provide insurance on every single Prism Lens FX order, in the event that your package is lost, stolen, or damaged upon delivery, you will need to file a claim with UPS. PRISM LENS FX WILL NOT REPLACE ITEMS THAT ARE LOST, STOLEN, OR DAMAGED UPON DELIVERY. We are also not responsible for packages that were shipped to the wrong address. If your package is lost or was damaged upon arrival, you have 15-60 days from the date of shipment to file a claim with UPS.
INTERNATIONAL: If you have not received your order in the time stated on your confirmation email or your order is not showing movement within tracking, please feel free to contact your local customs office or call UPS by phone at 1 (800) 742-5877. Pleases note: we provide insurance on every single Prism Lens FX order, in the event that your package is lost, stolen, or damaged upon delivery, you will need to file a claim with UPS. PRISM LENS FX WILL NOT REPLACE ITEMS THAT ARE LOST, STOLEN, OR DAMAGED UPON DELIVERY. We are also not responsible for packages that were shipped to the wrong address. If your package is lost or was damaged upon delivery, you have 7 days to 6 months after shipment to create an inquiry.
How do I file a claim with UPS?
To file a claim with UPS go to https://www.ups.com/us/en/help-center/claims-support.page and click on the “start a claim” tab to file a claim.
What if my package is returned to Prism Lens FX?
If your package is returned to Prism Lens FX, you will receive a refund of the SUBTOTAL of your order. To reship, additional postage will need to be purchased. That listing can be found under “other” under the shop’s main menu.
Are you able to combine orders?
Due to increased order volume, we are not able to combine any orders at this time.
Are you able to split orders?
Due to increased order volume, we are not able to split any orders at this time.
Do you ship to PO Boxes?
No, we do NOT ship to PO Boxes. If your package is returned to us because of a PO Box you will be responsible to pay shipping fees to have it sent back to you.
What if I purchased a pre-order or backorder item?
ALL pre-order and/or backorder items have their estimated ship date listed in the description of the item. You will also find that same estimation in your confirmation email. Please note that these are estimations not guaranteed ship dates but we will try our best to get you your items as soon as possible.
What is your turnaround time?
Each and every Prism Lens FX package is shipped via UPS. Please allow 5 to 7 business days for your order to be processed before shipment. Purchases made during large releases and/or sales may take up to 10 additional business days to be processed before shipment.
I’ve placed my order, what is next?
Once you place your order, you will receive an order confirmation, given you've provided us with an accurate email address. If you did not receive an order confirmation, you either did not provide us with a valid email address or your order possibly went to spam. Once your order is processed, a shipping label will be created and an email will be sent to the email address that you provided during checkout. This email will contain a UPS tracking number and additional shipping information. Please allow approximately 72 to 96 hours for tracking information to become available. PLEASE NOTE that all of our shipping times are NOT guaranteed.
How long should it take for my order to arrive?
Takes approx. 3-7 business days after you have received a shipping notification email.
Takes approx. 15-30 days after you have received a shipping notification email.
Please note: majority of our international orders will require you to contact your local customs office to have your package released. Some may incur an additional tariff.
If we can further help or assist with any questions that are not answered above, please contact us at email@example.com Looking forward to hearing from you!
Our Contact Details
General Questions: firstname.lastname@example.org
Social Media Collaborations: email@example.com
Shipping Questions: firstname.lastname@example.org - (Please email us here if you have any of the following issues)
Haven’t received a tracking number within the listed processing time
Mistake with your order once you have received the package
Package isn’t moving within the UPS system AFTER 72 hours of receiving tracking number
Any other questions you may have regarding the shipping process