FAQ

Frequently Asked Questions (FAQ)

Is this a preorder?

Yes. All Initial Prescription items are currently available through preorder. Once the preorder window closes, production begins.

When will my order ship?

Because this is a preorder, shipping will not be immediate. We’ll keep you updated throughout production by email and SMS, and you’ll receive tracking information as soon as your order ships.

Will I receive order updates?

Absolutely. We believe communication is important. You’ll receive updates throughout production so you’re never left wondering where your order is.

Can I make changes to my order?

If production has not yet started, we’ll do our best to accommodate changes to your order. Please contact us as soon as possible after placing your order.

Can I update my shipping address?

Yes. If your order hasn’t shipped yet, we can update your shipping address. Please reach out to us as soon as possible.

What if my item arrives damaged or incorrect?

If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery. Include your order number and clear photos of the issue so we can help resolve it as quickly as possible.

Do you accept returns or exchanges?

Because most of our products are made through preorder, all sales are final. However, if your item arrives damaged or incorrect, we’ll work with you to make it right.

How do I track my order?

You’ll receive updates by email and SMS throughout production. Once your package ships, we’ll automatically send your tracking information.

Why does production take time?

Each preorder helps us produce our collections responsibly while maintaining the quality we expect. We appreciate your patience and promise to keep you informed throughout the process.