Help Center

1. Where do you ship my order?

All products are dispatched from China warehouse.

2. What countries or regions do you ship to?

Please refer to the link below to check if we ship to your country:  https://heyehealth.com/policies/shipping-policy

3. When will my order ship?

We usually dispatch item(s) within 1-3 business days (business days do not include weekends or holidays). Order processing may take longer during promotion and festival events. We seek your understanding and patience.

4. Can I change shipping address?

Florasis store orders ship quickly, we do not allow changes to the shipping address or shipping country once the order has been shipped out because the freight cannot be recalculated and collected.

5. When can I receive my order?

You can calculate a delivery estimate by taking the processing time of your order and adding the https://heyehealth.com/policies/shipping-policy based on the shipping country/region you've chosen.

6. How can I track my package?

Once the package has been shipped, we will send you a shipping notification email that includes your tracking number. To check the status of your package, click the "Track Shipment" button and it will redirect you to the shipping vendor's website. This feature allows you to track your package using the tracking code provided in the email. (Please check your spam folder if you cannot find it in your email)

7. My international tracking is not updating.

We are sorry for the unhappy shopping experience caused by delay. Please note that international orders usually take up to 21 business days. (Business days do not include weekends or holidays.)

If the logistics tracking information shows that your package is still in transit, please wait patiently. Normally, international orders will be delivered within 21 business days, but your package may be delayed by customs clearance, or it may just be lack of scanning. If it has been more than 21 business days after dispatching, please contact our customer service team as soon as possible.

8. Are there any additional fees/custom duties involved in international shipping?

International orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import of your order based on product value. You can check local custom duty and policy by visiting your local custom/custom website.

9. My package says delivered, but I didn’t receive it.

In this case, please contact the post office for more information. You can also check your mailbox, the porch, garage, doors and other locations where the package could be placed. And check with anyone who might have retrieved the package such as your family or neighbors. Sometimes postman delivers order to your neighbors.

If you’re still unable to locate the package, please contact our customer care support@heyehealth.com

10. What will happen if I refuse to receive the package?

For any reason, if you would like to reject the package while the parcel is under the shipping process, you will need to wait until you receive the package in hand before making a return request.

If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.

If the package is returned to our warehouse because of a customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage and arrange the reshipment. Details for customer's personal reason:

* Wrong address/no consignee

* Invalid contact information/ no answer to the delivery calls

* Customer refuses to accept package/ complete customs clearance

* Didn't collect package by the deadline

1. Which payment methods do you accept?

We accept PayPal & Credit Card for international orders. All orders will be checkout in US dollars.

Pay with PayPal:

When you choose PayPal to pay, you will be redirected to the PayPal payment page, where you can confirm your payment by logging in with your PayPal username and password. You may still check out even without a PayPal account. To do so, please click on "Pay with Debit/Credit Card" and you’ll be redirected to a secure page where you can enter your credit card information or complete your payment safely via PayPal.

Pay With Credit Card:

Florasis does not collect your credit/debit card number or personal information when you make payment. For questions regarding your transactions on our site, please consult your card-issuing bank for information.

2. Will I be charged international bank fees?

All orders will be checkout in U.S. dollars, even though you see your local currency on the product page. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions. Please reach out to your bank for more information on any additional charges/fees.

3. How to pay with gift card/coupon?

Pay With Gift Card:

You may enter the gift card number when you are checking out. The amount will be deducted from the gift card. If the payable balance is more than the balance on the gift card, you may select other payment methods to pay for the remaining amount.

If an order is paid by a gift card and a refund was requested, the portion paid by the gift card will be returned to the gift card.

Pay With Discount/Event Coupons:

To use your Gift Card or Discount/Event Coupons, simply check the applicable box during the checkout process on florasis.com.

Kindly note normally coupons have an expiration date and minimum order amount restrictions. It depends on special circumstances when coupons were earned. No restrictions on the application of a Gift Card.

4. Can I use multiple coupons?

The gift card can be combined with any other discount/event coupons when you place the order. However, discount/event coupons cannot be applied together in one order.

5. Why I can't use my coupon?

In this case, you can check the following:

1. Is your coupon/reward still valid?

2. Are you meeting the minimum spending requirements?

For example, if a coupon is only valid for items over USD100, but the total item value is only USD90, you can’t use the coupon code.

6. How to get coupons?

You can follow below ways to get coupons:

1. Signing up to get US$100-5 off for the first order;

2. Joining in HeyeHealth Referral Program and get coupons. For every friend you successfully refer, you'll receive $5 coupon on your next order;

3. Collect the coupons from the email subscriptions and promotion page;

4. Participating in activities and giveaways.

Your 100% satisfaction is important for us. We offer a 7-days Return & Exchange Policy:

• If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
• Timing: we have a 7-days Return & Exchange Policy, since the day item was received.
• To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
• For returns, please email support@heyehealth.com with the subject 'Returns' and include your order number, name and the reason for the return.
• Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
• Please note that customers are responsible for shipping costs of returned items.
• When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
• If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

1. Can I cancel my order after I've placed it?

Orders from the HeyeHealth store are shipped quickly. Please contact our customer service within 1 hour of placing your order and we will do our best to accommodate your request to cancel your order. Please note that we cannot make cancellations for shipped orders.

2. Can I change or modify my order?

Orders from the HeyeHealth store are shipped quickly. Please contact our customer service within 1 hour of placing your order and we will do our best to accommodate your request to modify your order. Please note that we cannot make any changes for shipped orders.

3. How do I check my order status?

HeyeHealth makes it easy for everyone to check his/her orders. There are 2 ways for your reference:

1. After placing the order successfully, you will receive an order confirmation email, order status can be checked from the email;

2. Sign into your HeyeHealth account and click on "My Orders", you will be able to view all your orders and the current status of each order.

If you experience any issues when checking your order status, please reach out to Customer Service

1. How can I unsubscribe from your emails/newsletters?

You can freely unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our emailing list.

2. I’m not receiving any emails from HeyeHealth

Your email host may define the emails as spam mails. In this case, please add https://heyehealth.com/ to your email address book.

Make sure you offer us correct email address and accept our newsletter.

3. I'm having trouble signing into my account.

If you have forgotten your password, please click on "Forgot Your Password?" below Log In, and follow the instructions to reset it. If need more help, please contact Customer Service atsupport@heyehealth.com

4. How do I close my account with HeyeHealth?

If you want to close your account and remove your account information permanently, please contact our customer service.

5. What is the benefit of registering an account?

By registering an account, you can get exclusive shopping offers, new product launches, special sampling programs etc. We respect your privacy. We always keep you personal information legally.