Support
OptiReaders Pro customer service
One channel, one inbox, real people: email support@optireaderspro.net and expect a reply within one business day. Here is exactly what to send, how long each type of request realistically takes, and where support's limits are.
Official store pricing
1 Pair $29.99 · 2 Pairs $49.99 · 3 Pairs $69.99
Free shipping on 2+ pairs · 30-day money-back guarantee
How to reach us
Email support@optireaderspro.net. There is no phone queue and no chatbot standing between you and a person - a small team reads every message and replies on business days, Monday to Friday. Messages sent outside those hours are queued and answered the next business day.
We deliberately keep support to a single channel rather than splitting it across chat, phone and social media. The trade-off is that there is no instant live chat, but every message lands in the same inbox with your full order history attached, which in practice resolves most requests faster than being passed between departments.
What to include so it gets solved on the first reply
- Your order number from the confirmation email
- The email address used at checkout
- A one-line description of what you need
- A photo, if something arrived damaged or looks wrong
- The delivery address, if the question is about a parcel
Missing the order number is the single biggest cause of a slower reply, since it means we have to ask a follow-up question before we can look anything up.
Response time expectations
| When you email | When to expect a reply |
|---|---|
| Business day, before end of day | Within 1 business day |
| Weekend or public holiday | Next business day |
| Damage claim with photo attached | Decision within 1-2 business days |
| Carrier trace for a stalled parcel | A few extra days after the first reply while the carrier investigates |
Common request types and what happens next
| Request | What happens |
|---|---|
| Order status or tracking not updating | We confirm dispatch and, if tracking has stalled, open a carrier trace - see the tracking page |
| Wrong strength ordered | Swap arranged within the 30-day window, or refund if you prefer |
| Change of mind, within 30 days | Return instructions sent; refund issued once received - see the warranty page |
| Arrived damaged or faulty | Photo reviewed, replacement sent with no return required |
| Address change request | Updated if the order has not shipped yet; not possible after dispatch |
| Question about strength choice | Pointed to the strength guide or matched against your current readers |
| Partial return from a multi-pair bundle | Per-pair refund calculated and confirmed before you post anything back |
| Refund not showing on an expired or replaced card | Transaction reference supplied so your bank can trace it on their end |
Worked example: a stalled tracking email, start to finish
A typical exchange looks like this. Day 0: you email us with your order number and note that tracking has not moved in six days. Day 0 or 1: we reply confirming the parcel was dispatched and open a trace with the carrier, since five-plus business days of silence warrants one. Day 2-4: the carrier responds to the trace, most often with the parcel resuming movement on its own. Day 5 onward, in the rarer case the carrier confirms it lost the parcel: we reship or refund it under the warranty terms, and you do not need to chase this yourself once the trace is open - we follow up.
What support cannot do
Support cannot provide an eye prescription, diagnose a vision problem, or replace an optometrist's exam - if you have eye pain, sudden vision change, blur in one eye only, flashes or floaters, see a professional rather than emailing us. Support also cannot look up or refund orders placed through a marketplace listing such as Amazon, eBay or Temu, because those purchases never pass through our order system - see the resellers page for why.
Support also cannot redirect a parcel once it has left our warehouse, cannot expedite customs clearance on an international order, and cannot issue a refund to a different card or bank account than the one used at checkout - refunds always return to the original payment method by design, for fraud-prevention reasons on Stripe's side, not ours.
If your issue is not answered here
Send it anyway. Most emails fall into order status, strength, damage or refund, and each of those resolves within a few business days. For a broader look at what customers actually run into, see the reviews and complaints page.