DO NOT BUY FROM THIS WEBSITE: Undelivered Order and Refusal to Comply with Customs Requirements
DO NOT BUY FROM THIS WEBSITE
In October of this year, I paid for expedited shipping to ensure a pair of contact lenses would arrive before Halloween. They did not arrive in time, which I initially tried to be understanding about. However, by December, they still had not been delivered. After contacting FedEx, I was informed that additional information was required from both myself and the company. I promptly submitted my portion and reasonably assumed the company had done the same.
By February, I still had not received my package and was then notified that it had been detained. An FDA representative assigned to the case clearly outlined exactly what documentation was required from the company, provided the precise email address and phone number for submission, and responded promptly to all correspondence. I immediately forwarded this information to Sclera. Their response was that they would only work through FedEx and not directly with the FDA. This made no sense given that this is a customs compliance issue.
After repeated follow-ups, the company claimed they had submitted the requested documentation to the FDA contact I provided. This was untrue. The FDA representative explicitly confirmed that no such information had been received. I contacted the company yet again, clearly detailing every item the FDA required and explaining that I could not supply this documentation myself because it is information only the company possesses.
Their final response was that they would not provide the required documentation because they are an EU-based company and comply only with their local laws and policies.
This response is not only disappointing but outrageous as well. As the seller, it is their legal and ethical responsibility to ensure that products shipped internationally comply with the import regulations of the destination country. Advertising that they “ship worldwide” while refusing to provide documentation required for international customs clearance is contradictory, negligent, and shifts their compliance obligations onto me, the paying customer. That is completely unacceptable.
I paid in full for this order, including expedited shipping, with the reasonable expectation that the product would be delivered in a timely and lawful manner. Instead, months later, I am left without the product, without a resolution, and forced to chase down answers for a problem that exists solely because of the company’s refusal to meet basic international shipping requirements. Don’t order from this company, you will be met with some of the worst and most unprofessional customer service you could ever experience.
Reply from Sclera Lenses
Hello,
We apologize for the complications. We are sorry that this has happened.
However, it is not true that we have not addressed this issue. We sent you a scan of the correspondence in which the customs office requests that you provide certain documents directly.
Subsequently, they wrote to you saying that they could overlook this.
Unfortunately, the requirements of the US customs authorities are confusing, see, for example, your message from February 6, 2026, where the customs office requested proof of a test that is completely unrelated to the goods we sent.
Our partner for all transport and customs matters is primarily the carrier. They are authorized to do so, which is why we are primarily dealing with this matter with them.
We are working with the carrier to resolve the entire matter to your complete satisfaction.
