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FAQs

Orders

If you need to cancel an order, please contact our customer support team. We will cancel your order upon request. If you have any questions or require additional assistance, please do not hesitate to reach out to us.

To apply a coupon or discount code to your order, follow these simple steps:

1. Click the cart icon in the top right corner of our website.

2. Click "Checkout."

3. Scroll down to the "Order Summary" section.

4. Enter your discount code in the designated box.

5. Click "Apply."

If you have any questions or need assistance, feel free to reach out to us!


Please note: If your coupon code was not applied at checkout, we are unable to adjust the pricing once the order has been placed. 

To contact DryEye Rescue's Customer Support, please fill out our contact form here. Our team will reach out to you within 1-2 business days. 

Unfortunately, we cannot change the billing address once a payment has been processed. However, please rest assured that the billing address is only needed for payment purposes and will not affect the delivery of your package. If your payment has been accepted, there's no need to update the billing address. As long as the shipping address is correct, your order will be delivered to the address you provided when placing the order.

We do offer quantity discounts on our website! The quantity discounts that we offer are as follows: 

  • 3+ items = 5% Off 

  • 4+ items = 10% Off

  • 5+ items = 15% Off

The quantity discounts will be automatically applied to your cart during checkout as long as you have the required quantity of products in your cart. Additionally, if this is your first purchase with us, you can scroll to the bottom of the website and Subscribe to our newsletter for $5 off your first order! 


*Please note these discounts do not apply to PRN Products and also can not be stacked with any other discount or promotion.

No, we do not have an official Amazon StoreFront. However, many of the products we offer may be available on Amazon through the manufacturer or third-party sellers.


If you’re purchasing over-the-counter products from sources other than the manufacturer or approved vendors like Dry Eye Rescue, please ensure that the products are stored properly, shipped under appropriate conditions, untampered, and not counterfeit.

We accept all major credit cards, including Visa, Mastercard, Amex, Discover. We also accept Paypal, shoppay, amazon pay, google pay, cash app pay, and afterpay. We also accept HSA and FSA cards, however qualification varies per product. If your HSA or FSA card is not accepted, please reach out to your insurance. 

Click the cart icon on the top right of the website, then click check out. On the checkout page scroll down to order summary, this is where you will find the discount code box, enter your discount code and click apply.

Shipping

If you are able to reach out to us immediately after placing your order, we will try our best to update the shipping address connected to your order. However, once an item has shipped, we are unable to update the shipping address. Please contact the respective carrier (USPS, UPS, or FedEx) to request an address change.


*If you entered an incorrect address at checkout, DryEye Rescue cannot be held responsible if your order goes missing, and we are not liable for refunds or replacements. However, if you have package protection, please reach out to us, and we will be happy to assist you further.


Please view our shipping policy here.

Unfortunately, we’re only able to ship within the United States (Including Puerto Rico, Guam, and US Virgin Islands).

Our products ship from sunny, South Florida! Our headquarters and warehouse are located in Boca Raton, FL.

We offer standard free shipping with USPS, with an estimated delivery within 5-7 business days. We also offer other expedited shipping options to upgrade for a fee before you complete your order. 

Our pickup windows with both FedEx and USPS are from 12:00 pm to 4:00 pm EST, Monday through Friday. If you prefer overnight shipping, we recommend placing your order before 12:00 pm EST to ensure it reaches the local FedEx location.

Orders typically take 1-2 days to process and be fulfilled by our team. At checkout, you can choose from several shipping methods:

- Standard Free Shipping (USPS): Takes 4 to 7 business days.

- Expedited USPS Shipping: Takes 3 to 5 business days for $4.99.

- FedEx 2 Day: Takes 2 business days for $10.00 (or free upgrade for orders over $89).

- FedEx Overnight: Available with varying prices depending on the delivery location.

We strive to provide a range of options to meet your shipping needs.

Returns

We have a 30-day return policy, which means you have 30 days after placing your order to request a return on any unopened products. 

To be eligible for a return, your items must be in the same condition that you received them, unworn or unused, with tags, and in their original packaging. You'll also need the receipt or proof of purchase.

Click here to initiate a return

Please note, all applicable returns will be issued as DryEye Rescue store credit. We are unable to offer refunds to the original payment method.  

**We cannot accept returns for Regener Eyes Pro and other Prescription Items.

** Please note that we can only accept returns for products purchased directly from us. Returns from other retailers are not accepted.

** Returns are processed on a case by case basis. Please reach out to our customer service team for help in determining if you are eligible for a return. 

To initiate a return, please contact us at [email protected]. Once your return is accepted, we will be happy to provide you with detailed instructions on how and where to send your package. Kindly note that items sent back without first requesting a return cannot be accepted.

Please inspect your order upon receipt and contact us immediately if you receive a defective or damaged item, or if you mistakenly receive the wrong product. We are here to help and will gladly address any issues within 30 days of your order's arrival.

We will notify you once we've received your return. You will automatically receive your refund on a DryEye Rescue Store Credit. This will be emailed to you within 24 hours of your approved return. DryEye Rescue Store Credit does not expire. 

We do not provide return shipping labels for returns. We are not responsible for return shipping; return postage will be your responsibility. You can choose whichever shipping option you prefer to send those products back to us. 

Product

Preservative-free eye drops and eye drops with preservatives differ primarily in their formulations, with specific implications for their use and safety.

1. Preservative-Free Eye Drops:

   - Formulation: These eye drops do not contain preservatives. They are often packaged in single-use vials to prevent contamination since there's no preservative to inhibit bacterial growth after opening.

   -  Safety: Ideal for people with sensitive eyes, allergies, or chronic eye conditions such as dry eye syndrome. They reduce the risk of irritation or adverse reactions that preservatives might cause.

   - Shelf Life: They have a shorter shelf life once opened and must be used immediately or within a short period, usually a day.

2. Eye Drops with Preservatives:

   - Formulation: These contain chemicals like benzalkonium chloride (BAK) or other agents that prevent bacterial growth, allowing the drops to be packaged in multi-use bottles.

   - Safety: While preservatives help prevent contamination, they can cause irritation or allergic reactions, especially with long-term use or in individuals with sensitive eyes.

   - Shelf Life: They have a longer shelf life and can be used for a specified period after opening, typically several weeks to a few months.

Use Cases:

- Preservative-Free: Recommended for frequent use, post-surgery patients, or those with severe dry eye conditions.

- With Preservatives: Suitable for occasional use or for individuals without sensitivities to preservatives.

The choice between the two depends on individual needs, frequency of use, and sensitivity to preservatives.

We do not manufacture any of the products offered on our website. Instead, we collaborate directly with a variety of brands and manufacturers. All inventory we sell is sourced directly from their facilities, ensuring authenticity and quality.

Not all the products we carry come with a protective seal, this varies per manufacturer. If you have any questions about a specific product before placing your order, please feel free to contact our customer support team and they will be happy to assist. 

Some of our products have expiration dates printed on the bottles or packaging. Occasionally, you might find a manufacturer date instead of an expiration date. In these cases, we recommend reaching out to the manufacturer directly to determine how long the product remains effective after this date. If you would like to know the expiration dates of any products you’re interested in, please feel free to contact our customer service team. We're here to help!

The "period after opening" (PAO) on a product indicates the time frame within which the product should be used after it has been opened to ensure its safety and effectiveness. This is usually represented by an open jar symbol with a number followed by the letter "M" (for months) on the product packaging. For example, "12M" means the product should be used within 12 months of opening. The PAO helps consumers avoid using products that may have degraded in quality or become contaminated over time, ensuring optimal performance and safety.

Subscriptions

To cancel your subscription, log into your account, then click manage your subscription, then click view details. At the bottom of the page, you’ll be able to pause or cancel your subscription. 

To manage your subscription, log into your account, then click manage your subscription, then click view details.

At the top of the page, you can choose to order now, skip your order, reschedule delivery, or delay your order.

In the middle of the page, you can edit the products you've subscribed to, your subscription time, shipping address, or payment details.

At the bottom of the page, you’ll be able to pause or cancel your subscription. 

To find this information, simply log into your account, then click manage your subscription, then click view details.

At the top of the page, you will see the date when your next order will be processed. 

Package Protection

We offer Package Protection via Corso to help ensure your packages are covered during transit. If your package is late, lost, damaged, or stolen, it can be easily replaced with this protection. While package protection is optional, we highly recommend it for added peace of mind.

We offer Package Protection via Corso to help quickly resolve issues such as your package being late, lost, damaged, or stolen, especially if the shipping companies do not take responsibility. Typical investigations with shipping couriers can take 5-15 days to resolve. However, with Corso Package Protection, we can bypass the waiting period and handle everything directly. Most claims are resolved within 24 business hours, allowing us to provide the exceptional service you expect, even if the issue lies with the shipping carrier. By selecting Corso package protection for your future orders, you can enjoy the same prompt and reliable service if any issues arise.

To remove Package Protection, please follow the following steps:

  1. Click on the cart icon on the top right corner of the page. 
  2. Click "View Cart"
  3. Here, you will see that Package Protection has been automatically added to your cart. To remove this, please unclick the checkbox next to "Green Package Protection" above the "Checkout" button. Now, when you click "Checkout", the $0.98 Package Protection item will no longer be in your cart. 


Store Credit

  1. Add products to your cart

  2. Log into your account via the “My Account” button on the top right of the page

  3. Click “Checkout Using Store Credit” on the left side of the screen to be brought directly to the checkout page


If you have any other questions, please do not hesitate to reach out to our Customer Service Team.


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