Frequently Asked Questions

1. Check Locally First
Sometimes carriers mark parcels as delivered 24–48 hours before actual delivery.

Please check the following:

• Around your property (porch, doorstep, side/back entrances)
• Mailbox or parcel locker
• With household members or neighbors
• Building management or reception (if applicable)
• Hidden or secure drop-off spots (e.g. behind plants, doorways, gates)

2. Still Can't Find It? Contact Us:
If you still can’t locate your parcel, please email us at enquiry@pinkyparadise.com with your order number. Our team will investigate and assist you further.

3. For USA Customers (Shipping Route Update):
Due to our updated shipping process, parcels are transferred from Quantium Solutions to USPS, UniUni, or other local delivery partners.

Because of this handover:

• The original tracking number may not immediately reflect final delivery updates on the carrier’s website.
• We can help you retrieve the local tracking number if needed.
  
  

4. Investigation Timeframe:
For Standard Mail shipments, please allow 7–10 business days for the carrier to complete delivery confirmation and investigation.

5. If the Package Is Confirmed Lost:
Rest assured, once the carrier officially confirms the parcel is lost, we will arrange an appropriate resolution for you promptly.

Order processing time depends on the items in your order.

• Most orders are processed within 1–3 business days before shipment, excluding weekends and public holidays. 
• During busy periods such as Halloween, Black Friday, and major sales events, processing may take up to 7 business days due to higher order volumes.
• If your order includes toric lenses, please allow 45–60 business days for processing, as these are custom-made.
• If your order contains both regular and toric lenses, we will ship everything together once all items are ready.
• For orders with Instabook or personalized custom caps, please allow an additional 1 week for design and printing.
• Once your order is ready and handed over to our shipping partner, you’ll receive a shipping confirmation email with tracking details.

If you need to change or cancel your order, please email us at enquiry@pinkyparadise.com within 8 hours of receiving your order confirmation email.

We process orders quickly to get them packed and shipped, so once your order has been processed, we’re no longer able to make any changes.

Rest assured, your order is safe! 

This usually happens if there was a slight typo in your email address during checkout or if the guest checkout option was used. 

Please drop us an email at enquiry@pinkyparadise.com with your full recipient name and shipping information, and our support team will gladly locate your order and link it to your correct account.

Customs duties and import taxes may apply depending on your country’s regulations.

These charges are set by your local customs authority and are collected separately by the courier when your order is delivered.We’re unable to confirm the exact amount in advance, as each country has its own rules for import taxes, duties, and handling fees.

If any charges apply, the courier will notify you before or upon delivery.

In rare cases, this can happen due to a handling issue during courier transfer, especially for orders shipped via our updated USA and Canada shipping routes.

While your order is packed and shipped correctly from our side, packages may occasionally be mislabelled or switched during the handover between carriers.

Rest assured, we’ll help you sort this out.

Please email us at enquiry@pinkyparadise.com with a clear photo of the shipping label on the package you received. Our team will check this and assist you right away.

Yes, you may change your shipping address only if your order has not been processed yet.

If you need to make changes, please contact us within 8 hours of receiving your order confirmation email by replying directly to the email or contacting us as soon as possible.

Once your order has been processed, we may no longer be able to update the shipping details.

Yes, order modifications are available only if your order has not been processed yet.

Please contact us within 8 hours of receiving your order confirmation email if you need any updates.

Once your order has been processed, we may no longer be able to make changes.

Yes, we offer a full refund for cancellation requests made on the same day your order is placed.

Please contact us within 8 hours of receiving your order confirmation email by replying to the email or contacting us as soon as possible.

Please check whether you may have used a different email address when placing your order, as your purchase may be linked to another account. Apple Pay users may also have orders registered under their iCloud email.

If you are still unable to locate your order, please contact us at enquiry@pinkyparadise.com for assistance.

We are very sorry for the inconvenience.

Please submit your complaint on our contact page https://www.pinkyparadise.com/pages/contact-us within 7 days of receiving your package. Kindly include photos of the items received, the packaging, and any damaged products to help us assist you efficiently.

In some cases, we may request the item to be returned for further review. Please do not discard any items until you have spoken with our team.

No, we only offer the designs, diameters, base curves, colours, and prescriptions shown on our website.

No, we currently only offer lenses for myopia and astigmatism, with negative (-) prescriptions.

Label #1 and Label #2 refer to the available size options for the lens.

If you have a preference, you may leave a note during checkout, and we will do our best to accommodate it, subject to availability.

This means only one bottle is currently in stock for that prescription. Restocking may take approximately 3–9 months.

Yes, quantity 1 includes a pair of lenses (left and right).

If you do not require vision correction, please select -0.00.

We mainly accept Visa and MasterCard credit/debit cards.

At checkout, you will be redirected to a secure payment gateway (either PayDollar or Stripe) to complete your payment safely.

We also offer a quick checkout option, which supports Apple Pay and Google Pay (GPay) for faster and more convenient payments.

For step-by-step guidance, you may refer to our How-To Purchase guide with Stripe.

In some cases, one transaction may appear as a temporary authorization hold, while the other is the actual payment.

On your bank statement, it may look like two charges, but one is usually a pending authorization that will disappear automatically.

We recommend checking with your bank to confirm the status of the charges.

If you were charged twice, please contact us at enquiry@pinkyparadise.com for assistance.

For international transactions, the final amount may vary due to currency exchange rate fluctuations. All orders are processed in USD, and exchange rates may change daily.

If you are paying in USD, your bank may also apply additional international transaction fees or processing charges, which are outside of our control.

We recommend checking with your bank for a detailed breakdown of the final amount charged.

If your payment is declined, your order will be automatically cancelled, and you will need to place it again. No payment will be charged for unsuccessful orders.

To help ensure your order goes through successfully next time, please check the following:

• Ensure your card details are entered correctly
• Your card issuer may have declined the payment — please contact your bank for assistance
• Clear your browser cache and cookies, or try using a different browser
• Try placing the order again after a few minutes

If the issue continues, please contact us at enquiry@pinkyparadise.com for further assistance

No, we do not accept or offer PayPal, Cash on Delivery (COD), Gift Card, or insurance/medical card payments.

All orders must be paid using the payment methods available at checkout.

Prices shown in currencies other than USD are for reference purposes only.

The final amount may vary due to real-time currency exchange rate changes at the time of purchase.

All transactions are processed and charged in USD. When you proceed to payment via PayDollar or Stripe, the total will be recalculated in USD using the applicable exchange rate at that time.We are not responsible for differences between the displayed converted price and the final charged amount

Yes. Colored lenses are medical devices that should be fitted by a licensed eye care professional, even for people who do not need vision correction. We do understand that most of our customers have perfect eye vision. However, yearly eye exams are recommended to maintain healthy vision.

Pinky Paradise strive to provide the best care possible to our customers. As such, we have implemented a verification system that is in compliance with the FCLCA and Rules for USA and South Korea customers. Under the Fairness to Contact Lens Consumer Law (FCLCA), we are required to verify your contact lens prescription.

Yes, you still need a current, valid prescription to make purchase. Even for contacts that do not correct your vision, a prescription is required from an eye care professional as non-prescription contacts are still medical devices and subsequently, they cannot be legally purchased in the United States and South Korea without a valid prescription.

No Problem. If you do not have a prescription slip with you, we can verify your prescription directly with your eye care professionals. You may choose the option ENTER MANUALLY; Provide us with the necessary information, name and phone number of your eye care professionals.

Note: We will use this information to contact them and verify the accuracy of the prescription. Your eye care professionals has eight-business-hours to respond. If your eye care professionals does not respond within the required time, the prescription is verified automatically, and we may process and ship your order.

The most efficient way is to upload your prescription slip. The pop up for this will appear during your checkout process after you select your country as United States/ South Korea.

The most efficient way is to upload your prescription slip. The pop up for this will appear during your checkout process after you select your country as United States/ South Korea.
OD- OD stands for oculus dexter, the Latin phrase for "right eye".
OS- OS stands for oculus sinister, the Latin phrase for "left eye".
OU- OU stands for ocular uniter, the abbreviation used If both the left and right eye has the same diagnosis and prescription information.
Sphere (SPH)- This indicates the amount of lens power, measured in diopters (D), prescribed to correct myopia (nearsightedness) or hyperopia (farsightedness). The spherical power of a lens is indicated with a plus sign (+) for hyperopia and a minus sign (-) for myopia. PinkyParadise only supply Myopia lenses at the moment.
Cylinder (CYL)- This indicates the amount of lens power for astigmatism. If no cylinder power is noted, either you’ve no astigmatism or your astigmatism is so slight that it is not really necessary to correct it with your eyeglass lenses. PinkyParadise do sell colored contacts for astigmatism, check out our Toric lenses.
Axis- This describes the degree and direction of your astigmatism. The axis is a figure which determines the angle of the correction needed to see clearly, measured in degrees from 1 to 180.
Base Curve (BC)- The base curve determines what type of fit is required for the lens to meet the curve of your eye. This is usually written in millimeters or sometimes with the words: flat, median or steep.
Diameter (DIA)- The diameter of a lens determines what length of width that best fits your eye. It measures the width of a lens in millimeters, from end to end.

You shouldn't order contacts with an expired prescription. You will need a current, valid prescription to make purchase. It’s important to schedule a regular eye exam to protect your eyes and overall health.

Yes. Our contact lenses are manufactured in compliance with international safety and quality standards.

• Our contact lenses are FDA-compliant in the USA and manufactured in the USA.
• Our circle lenses are FDA-compliant in Korea and manufactured in Korea.

If you would like details about specific certifications, feel free to contact us and we’ll be happy to assist.

Restocking usually takes around 3–9 months, depending on the product and manufacturer.

We always work to restock popular items as quickly as possible. To stay updated, we recommend subscribing to our newsletter for restock alerts.

Don’t worry—this can happen occasionally during shipping.

Simply follow these steps:

1. Gently shake the bottle upside down and side to side until the lens loosens.
2. Use clean contact lens tweezers or a sterile cotton bud dipped in solution to carefully remove the lens.

Always handle the lenses gently to avoid damage.

Slight color differences can happen between production batches. While the design remains the same, each new batch may have minor variations in color due to manufacturing processes. This is normal for all cosmetic lenses.

We recommend using a multipurpose contact lens solution that is suitable for soft contact lenses.If you’re unsure, you can follow the solution recommended by your optometrist.

You should replace the solution every time you store your lenses.
 
If the lenses are not being used, replace the solution at least once a week to keep them clean and prevent drying.
Contact lens solution can gradually evaporate, especially in dry environments.

These terms refer to how long lenses can be used after opening:

• Daily lenses: Discard after one use
• Monthly lenses: Replace after one month of use
• Yearly lenses: Replace after one year of use

Unopened lenses can be stored until the expiry date printed on the packaging.

Yes, in most cases you can wear them.

However, please note that differences in base curve or diameter may cause slight discomfort depending on your eye shape. If discomfort occurs, discontinue use and consult an eye care professional.

All our products are sourced directly from authorised manufacturers and official suppliers.

We only sell 100% genuine products, handled through verified supply chains before they reach you. Our contact lenses are manufactured in South Korea, ensuring consistent quality and safety standards.

With over 20 years in the industry, we’ve built a strong reputation for authenticity and customer trust, supported by positive reviews across platforms such as Google, Facebook, and Instagram.

Barbie and G&G are the same lens designs. Depending on the manufacturing batch, the same product may be labelled under different brand names such as MESSISH, DUEBA, BARBIE, or G&G. The design and quality remain exactly the same.

Once your order leaves our warehouse, its status will change from "Unfulfilled" to "Fulfilled". You will also receive a shipping confirmation email at the email address used to place your order.

1) For registered account customers:

• Log in to your Pinky Paradise account
• Go to My Account and select View Previous Orders to check your order status
• For detailed guidance, please refer to our tracking  page.

2) For guest checkout customers:

• Check the email address used during checkout (for example, your iCloud email if you paid with Apple Pay)
• Check your inbox and spam/junk folder for the shipping confirmation email
• Tracking information is typically sent within 1–3 business days after your order is placed (excluding weekends and public holidays)

If you are unable to locate your tracking information, please contact us at enquiry@pinkyparadise.com for assistance.

No. Customs duties, taxes, and handling fees are not included in the shipping fees. Customers are responsible for any applicable import duties, sales tax, and handling charges.

We offer worldwide shipping to almost everywhere except Afghanistan, Anguilla, Antigua and Barbuda, Bangladesh, Bahrain, Belize, Bhutan, Belarus, Burundi, Bolivia, Bouvet Island, British Virgin Islands, Chile, Central African Republic (CAR), Curacao, Cuba, Congo, Dominica, Ecuador, Gambia, Grenada, Guinea Bissau, Guatemala, Haiti, Honduras (Rep.),Iran, Iraq, Israel, Jamaica, Jordan, Kuwait, Lebanon, Libya, Liberia, Malaysia, Mali, Nigeria, Nepal, Nicaragua, Palestine Territories, Oman, Paraguay, Qatar, Russian Federation, Saudi Arabia, Saint Kitts and Nevis, Somalia, Sudan, South Sudan (Rep.), Syrian Arab Rep., Tajikistan, Tokelau, Turkmenistan, Ukraine, UAE, Uganda, Venezuela, Yemen and Zimbabwe . Go to shipping page to check in detail if your country is on the list!

If you would like faster delivery, please select Express Shippings at checkout.

We recommend reviewing both the processing time and the estimated delivery time (ETA) shown for each shipping method at checkout.

Please note that processing time is in addition to the delivery time, and all timeframes are estimates only. Delivery may vary depending on courier performance, customs clearance, weather conditions, and parcel volume.

If your order is urgent or needed for an important event, Express Shipping is the most suitable option.

"Business days" refer to working days, excluding weekends and public holidays.

The Estimated Time of Arrival (ETA) shown on our website is an estimate only and is based on business days.

Most packages arrive within the stated ETA. However, occasional delays may occur due to customs inspections, weather conditions, high parcel volumes, or transportation-related factors.

Delivery times may also be affected by customs clearance procedures and are not guaranteed.

Yes, we do.

Simply enter your PO Box or APO/FPO/DPO address during checkout and select Standard Shipping, as it is the only shipping method available for delivery to PO Boxes and military addresses.

We typically process most orders within 1–3 business days, excluding weekends and public holidays. Please note that this does not apply to pre-order items, which will be shipped once the pre-order period is completed.

Please note that processing time is separate from the estimated delivery time (ETA) shown at checkout, which depends on the selected shipping method. 

Order processing time depends on the items in your order.

• Most orders are processed within 1–3 business days before shipment, excluding weekends and public holidays. 
• During busy periods such as Halloween, Black Friday, and major sales events, processing may take up to 7 business days due to higher order volumes.
• If your order includes toric lenses, please allow 45–60 business days for processing, as these are custom-made.
• If your order contains both regular and toric lenses, we will ship everything together once all items are ready.
• For orders with Instabook or personalized custom caps, please allow an additional 1 week for design and printing.
• Once your order is ready and handed over to our shipping partner, you’ll receive a shipping confirmation email with tracking details.

No, once your order has been shipped, it has already been handed over to the courier service and we are no longer able to change the shipping address.

You may try contacting the local courier service responsible for your delivery to request an address update. However, please note that this is not guaranteed and will depend on the courier’s policies.

We strongly recommend that you always double-check your shipping address before placing your order.

Starting from 1st September, the USA will implement a tariff on all shipments imported from Malaysia. This means customers receiving shipments will need to pay an additional import tax during the delivery process.

The tariff will come into effect starting 1st September.

The tariff rate on shipments from Malaysia to the USA is currently 19% of the shipment value. (additional charges may apply)

We understand that additional costs are never pleasant. Please rest assured that we’ll continue to handle your orders with care and ensure all required documentation is in place for a smooth customs clearance experience.

• Standard Mail: Good news! For standard mail, Pinkyparadise has already taken care of the U.S. import tariff, so you don’t need to pay any additional tax.
• Express Mail: The customer is responsible for the tariff, but you won’t need to pay it separately at delivery. The tariff is already included in the shipping charges at checkout, so once your order is placed, everything is settled.

• Standard Mail: No action is needed! PinkyParadise pre-pays the tariff for you, so your package will be delivered without extra charges.
• Express Mail: For express shipments, the tariff and related fees are the customer’s responsibility, but we’ve already calculated and included the full amount in your shipping cost at checkout. This means you pay everything upfront so no extra bills, no surprise charges, and nothing to handle with customs or the courier when your order arrives.
  To prepare, we recommend:
  • Simply choose your preferred shipping method at checkout..
  • For express, remember the tariff is already included so no further payment will be requested on delivery.
  • Just sit back and wait for your order to arrive worry-free!

Yes, the tariff applies to all order shipments shipped from Malaysia to the USA, regardless of product type or category.

Yes, the new tariff regulations will affect both shipping costs and delivery times. Shipping charges may look slightly higher now because the tariff is already included upfront, but the good news is you won’t have to deal with unexpected fees later.
As for delivery time, since these rules are just taking effect, U.S. Customs may experience some backlog as they adjust to processing shipments under the new system. That’s why our current estimate is 5–10 business days, but please note it’s only an ETA. There may be slight delays beyond our control, and we kindly ask for your patience. Once the process is underway and we see a clearer pattern, we’ll update the ETA accordingly.

Standard Mail: No additional payment is needed as we’ve already taken care of it.
Express Mail: Sadly, no 💔 This tariff is mandated by U.S. Customs and cannot be waived or avoided for shipments originating from Malaysia.

You may see these 2 common words appear on the ORDER STATUS which are the following:

Unfulfilled:
Yay, your purchase is completed. Products are in the midst of processing, i.e. packaging, and handling by Pinky paradise. Normally, it will take 1- 3 business days of processing irrespective of the sizes and quantity.

Fulfilled:
We’re super excited to tell you that your order has been shipped. TRACKING NUMBER will be updated in your account and sent to your registered email address.

Please refer to the ETA of  your chosen shipping method on your order, kindly drop us an email at enquiry@pinkyparadise.com if it exceeds the estimation time frame.

⚠️ The estimated delivery times exclude weekends and public holidays and are subject to customs clearance Unless specified otherwise, final delivery is handled by your local post office.

Once your order is shipped, you will receive a tracking number via email.

You can track your order using our tracking page or the relevant courier website.

For Standard Mail shipments, please use:
https://track.quantiumworldwide.com/

Your international tracking number will usually start with RQxxxxxSG or QMYxxxxxxx

For USA deliveries:

• Your order is first shipped internationally using the RQxxxxxSG tracking number
• Final delivery is handled locally by USPS or UniUni
• A new local tracking number may be issued for last-mile delivery

If you require the local tracking number, please contact us after 20 business days. We will request it from the courier, and it may take 1–3 business days to be provided.

For non-USA orders, you can track your shipment using the tracking number provided by us on the Quantium Solutions tracking page:
https://track.quantiumworldwide.com/

Once you enter your tracking number, you may see an additional local tracking number displayed within the tracking results.

You can use this local tracking number immediately to track your parcel with your local post office or final-mile courier service.

We do not recommend using third-party tracking platforms such as 17TRACK, Singapore Post (SingPost), Shop App or AfterShip for Standard Mail shipments, as they may show inaccurate or delayed updates.

For the most accurate tracking information, please always use the official Quantium Solutions tracking page: https://track.quantiumworldwide.com/

• Shipment received at delivery branch
  Your parcel has arrived at the local courier facility and is awaiting processing.

• Shipment arrived at destination port
  Your parcel has reached the destination country and is undergoing further handling or customs clearance.

• Shipment out for delivery

Your parcel is with the courier and will be delivered soon.

Your order is only considered successfully delivered when the tracking status shows “Shipment delivered”.

Any other status indicates that the parcel is still in transit or pending delivery.

1. Check Locally First
Sometimes carriers mark parcels as delivered 24–48 hours before actual delivery.

Please check the following:

• Around your property (porch, doorstep, side/back entrances)
• Mailbox or parcel locker
• With household members or neighbors
• Building management or reception (if applicable)
• Hidden or secure drop-off spots (e.g. behind plants, doorways, gates)

2. Still Can't Find It? Contact Us:
If you still can’t locate your parcel, please email us at enquiry@pinkyparadise.com with your order number. Our team will investigate and assist you further.

3. For USA Customers (Shipping Route Update):
Due to our updated shipping process, parcels are transferred from Quantium Solutions to USPS, UniUni, or other local delivery partners.

Because of this handover:

• The original tracking number may not immediately reflect final delivery updates on the carrier’s website.
• We can help you retrieve the local tracking number if needed.
  
  

4. Investigation Timeframe:
For Standard Mail shipments, please allow 7–10 business days for the carrier to complete delivery confirmation and investigation.

5. If the Package Is Confirmed Lost:
Rest assured, once the carrier officially confirms the parcel is lost, we will arrange an appropriate resolution for you promptly.

If delivery is unsuccessful, it may be due to one of the following:

• Consignee not available → Delivery attempted but recipient not present
• Invalid / incorrect / incomplete address → Address issue; contact local post office for correction or self-collection
• Recipient unknown → Often applies to apartments; check with building management or arrange self-collection
• Invalid contact information → Contact local post office for assistance

What should I do next?

We strongly recommend:

• Contacting your local courier or post office immediately
• Arranging self-collection if available
• Ensuring your address and contact details are correct for future orders

Please note that parcels may be returned to the sender if they are not collected within the courier’s holding period. The returned package will be handled as per written in the Refund & Cancellation Policy.

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. It is highly recommended to check this matter with the local shipping company website. Please be note that Pinkyparadise does not hold any responsibilities for any delay due to the circumstance listed above.

No worries! Your shipment is currently in transit or undergoing customs clearance before being transferred to destination. Tracking updates may temporarily pause during this process and will resume once the parcel is scanned at the next facility.