Shipping Policy
We ship worldwide. Every order ships within 24–72 hours, and delivery takes 5–10 business days after that. Shipping is free on all orders.
Where we ship
We ship to almost every country in the world. If we can't ship to your address, checkout will tell you before you pay.
How long it takes
We pack and ship your order within 1–3 business days (24–72 hours). After it ships, delivery takes 5–10 business days. Most orders arrive 6–13 business days after you order. Delivery to remote areas can take a few days longer.
Business days are Monday to Friday, not counting public holidays. During big sales and the holiday season (late November to December), processing can take up to 5 business days.
Shipping cost
Shipping is free on every order.
Tracking
When your order ships, we email you a tracking number. Tracking can take 1–2 business days to show updates.
Duties and taxes
Our prices include all import duties and taxes for orders to the United States and the European Union. You will not pay anything extra when your package arrives.
For all other countries, your local customs may charge import duties or taxes when your package arrives. You pay these charges. If you refuse the package or don't pay the charges, we can't refund your order.
If your order is delayed
If we can't ship your order within the time shown above, we will email you before that time ends. We will tell you the new shipping date and let you choose: wait for your order, or cancel it for a full refund. If we can't ship your order at all, we will cancel it and refund you in full. These refunds always go back to your original payment method.
Your shipping address
Please check your address carefully at checkout. To change it, email us at getcrazyeyes@outlook.com within 12 hours of ordering. Once your order ships, we can't change the address.
We are not responsible for orders lost or sent back because of an address entered wrong at checkout. In that case, we can ship your order again once you pay the new shipping cost.
Lost packages
Email us if your tracking hasn't changed for 10 business days, or if your order hasn't arrived 20 business days after it shipped. We will check with the carrier. If the package is lost, we will send you a free replacement or give you a full refund.
Package shows "delivered" but you can't find it
Carriers sometimes mark a package as delivered a day or two early. Please wait 2 days, and check your mailbox, porch, building mailroom and neighbors. If it still hasn't turned up, email us within 7 days of the delivery date and we will contact the carrier for you.
Once tracking shows your package was delivered to the address you gave us, we are not responsible if it is lost or stolen after that.
Refund Policy
All sales are final. A sleep mask is worn on your face, so we can't take back or resell a mask once it has been opened. We only replace or refund an order that arrives damaged, faulty, wrong or missing. Customers in the European Union and the United Kingdom also have a 14-day right to cancel (see below).
What we cover
We will send you a free replacement or give you a refund if:
- Your mask arrives damaged from shipping.
- Your mask has a manufacturing fault, like a torn seam, a broken strap, or a print that is peeling or clearly wrong.
- You received a different design from the one you ordered.
- An item is missing from your order.
- Your package is lost in shipping (see "Lost packages" in our Shipping Policy).
What we don't cover
We don't offer returns, exchanges or refunds for:
- Changing your mind, or not liking the design or how it looks on you.
- Ordering the wrong design.
- A gift the other person didn't like.
- Small differences in color, sharpness or print position compared with our photos, videos or your screen.
- Creases or folds from packing. These are normal and smooth out after a few nights.
- Normal wear and tear, or damage after use, including an over-stretched strap.
- Damage from washing or care that doesn't follow the care instructions.
- Delivery delays caused by the carrier, unless your package counts as lost.
- Orders lost or sent back because of a wrong address entered at checkout.
How to make a claim
Email us at getcrazyeyes@outlook.com within 7 days of delivery. Please include:
- Your order number.
- Clear photos of the problem.
- A photo of the outer package and shipping label, if the mask was damaged in shipping.
We reply within 2 business days. Claims sent more than 7 days after delivery, or sent without photos, can't be approved.
What happens next
If we approve your claim, we will send you a free replacement. If we can't replace it, for example because the design is sold out, we will give you a full refund.
You usually don't need to send the item back. If we do ask for it, we will send you a prepaid return label.
Cancelling an order
You can cancel within 12 hours of ordering, as long as your order hasn't shipped yet. Email us your order number and we will refund you in full. After 12 hours, or once your order has shipped, we can't cancel it.
How refunds are paid
Approved refunds go back to your original payment method within 5 business days. Your bank or card provider may take another 5–10 business days to show it. We refund in money, never as store credit.
Customers in the European Union and the United Kingdom
If you live in the EU or the UK, you have extra rights. They replace the "all sales final" rule above.
- 14-day right to cancel. You can cancel your order within 14 days after you receive it, without giving a reason.
- How to cancel. Email us a clear message, like "I want to cancel order #1234." EU customers can also use the withdrawal button on our website.
- Sending it back. Return the mask within 14 days after you tell us, to the address we send you. You pay the return shipping.
- Your refund. We refund you within 14 days of your message, to your original payment method. We may wait until we get the mask back, or until you show proof that you sent it.
- Used masks. You can check the mask the way you would in a shop. If it was used beyond that, for example worn to sleep, washed or damaged, we may lower your refund to cover the lost value.
- Faulty items. In the EU, you have a 2-year legal guarantee for faults that existed when you received the item. In the UK, you keep your rights for faulty goods under UK consumer law. The 7-day claim window above doesn't limit these rights.
Chargebacks
Please email us before you open a dispute with your bank, card provider or PayPal. Most problems are solved within 2 business days. If you open a dispute, we will share this policy, your order details and the tracking information with your bank.
Your legal rights
This policy doesn't take away any rights you have under the law where you live. If any part of it is found invalid, the rest still applies. We may update this policy, and the version on our website when you placed your order applies to that order.
Contact us
Email getcrazyeyes@outlook.com with any question about shipping, refunds or your order. Please include your order number. We reply within 2 business days, Monday to Friday.