SurgiOwl Shipping & Delivery
SurgiOwl™ is operated by S-Imports Pte. Ltd., Singapore.
Order processing
Orders are processed after payment has been confirmed and, where relevant, after any required fitting information, working distance, pupillary distance, prescription details or product configuration has been confirmed.
Some SurgiOwl products may require configuration, fitting or preparation before dispatch. Any estimated dispatch or delivery date shown on the website, quotation or order confirmation is an estimate unless we expressly agree otherwise in writing.
Delivery estimates and delays
Delivery times may be affected by courier capacity, customs or import clearance, public holidays, weather, transport disruption, address issues, product configuration requirements, or other circumstances outside our reasonable control.
If a material delay occurs, we will use reasonable efforts to update the customer and assist with tracking or alternative arrangements. Nothing in this policy limits rights that cannot lawfully be excluded under applicable law.
Delivery address
Customers are responsible for providing a complete and accurate delivery address, contact number and any access instructions required by the courier. Additional shipping costs resulting from an incorrect or incomplete address, failed delivery attempts or uncollected parcels may be charged where reasonably incurred.
Tracking
Where tracking is available, tracking information will be provided after dispatch. Tracking events and delivery estimates shown by the courier are controlled by the courier and may change during transit.
Shipping damage
Please inspect the parcel and product on receipt. If there is visible shipping damage, retain the packaging and notify us as soon as possible, preferably within 48 hours, with your order number and clear photographs of the outer parcel, internal packaging and product.
If the product was damaged before or during delivery to you, we will investigate and provide an appropriate remedy.
Lost or missing parcels
If tracking shows an unusual delay, missing parcel or delivery exception, please contact us so that we can investigate with the courier. Where a parcel is confirmed lost before delivery, we will arrange a replacement or other appropriate remedy.
International orders
For international orders, the recipient may be responsible for local import duties, taxes, customs charges, brokerage fees or other government charges unless the order states otherwise. Customs clearance can also cause delays beyond the estimated delivery period.
Exchanges after delivery
If you are not satisfied with your selected product and wish to exchange it for another SurgiOwl product, please refer to our Returns & Exchanges page. For a change-of-mind exchange, the customer arranges and pays for return shipping to us; after the returned product is received and approved, SurgiOwl will arrange delivery of the agreed replacement product.