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Dry Eye Rescue LLC

Shipping, Returns & Refunds Policy

This policy applies to all websites owned and operated by Dry Eye Rescue LLC, a Florida limited liability company with its principal place of business at 1200 S. Rogers Circle, Suite 16, Boca Raton, Florida 33487. This includes Dry Eye Rescue, Dry Eye Rescue Pro, Vision Rescue, and Vision Rescue Pro, as all such sites are owned and operated by Dry Eye Rescue LLC. This policy applies to all transactions, whether retail direct-to-consumer (OTC or Rx) or wholesale business-to-business. Where a provision applies specifically to wholesale customers or to prescription drug products, it is noted.

Shipping Policy

Carrier Contact Numbers

USPS: 1-800-275-8777

UPS: 1-800-742-5877

FedEx: 1-800-463-3339

Dry Eye Rescue LLC offers free standard shipping on qualifying orders. Orders shipped via free standard shipping are typically received within 7–9 business days from the date of shipment. This timeframe may vary depending on your location, as Dry Eye Rescue ships from our facility in Boca Raton, Florida. We do not ship on Saturdays, Sundays, or federally recognized holidays. We will do our best to get your order to you on time. However, Dry Eye Rescue cannot be held responsible for conditions beyond our control, such as severe weather events or carrier service interruptions.

Please note: Dry Eye Rescue no longer ships to Canada (effective November 20, 2023).

For any additional questions or special shipping requests, please reach out to orders@dryeyerescue.com.

Tracking Your Order

Once the product leaves our warehouse, please contact the applicable shipping carrier directly for updates regarding shipping and delivery status. Dry Eye Rescue is unable to intercept or reroute packages once they are in the carrier's possession.

Domestic Shipments — Non-Delivery and Lost Packages

If you have not received your package, or your order is showing as delivered but you have not received it, please follow these steps:

Allow 3–5 business days from the carrier-confirmed delivery date. Shipping carriers sometimes mark a package as delivered before completing final delivery. If the package still has not arrived after the 5th business day, please reach out to orders@dryeyerescue.com and our customer service team can further assist you.

If your package is deemed lost in transit or cannot be located, please contact us via email at orders@dryeyerescue.com and we can further assist you.

Please note: We are not responsible for stolen packages after confirmed carrier delivery.

Incorrect Address

Once an item ships, we can no longer update your shipping address. Please reach out to the respective carrier — USPS, UPS, or FedEx — directly to request an address change or package intercept.

If you input an incorrect address at checkout, Dry Eye Rescue cannot be responsible if your order goes missing. We are not liable to refund or replace the order.

Optional Package Protection

We have partnered with Corso to offer our customers optional package protection on every order. You can opt for total coverage against theft, damage, and carrier mishandling at checkout. After you have placed your order, you will receive a confirmation email with a direct link to Corso's helpful resources in case of any issues. Their concierge team is available 24/7 to assist you and ensure a resolution within 24 hours, whether it is a replacement or refund. Package protection must be selected at or before the time of checkout.

Title and Risk of Loss — Wholesale

For wholesale account holders, title and risk of loss for all shipments transfer to Buyer upon tender of delivery to the carrier (F.O.B. Origin, Boca Raton, FL). Dry Eye Rescue's responsibility for loss, damage, or delay ends upon delivery to the carrier.

Refund and Return Policy

We have a 30-day return policy for eligible items, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, you can contact us at orders@dryeyerescue.com. If your return is accepted, we will coordinate the best next steps with you and send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at orders@dryeyerescue.com.

Damages and Other Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you have received the wrong product, so that we can evaluate the issue and make it right. Damage claims should be reported within 48 hours of delivery.

Exceptions and Non-Returnable Items

Certain types of items cannot be returned. These include:

●      Perishable goods such as Hydrus, Dry Eye Drink, vitamins, supplements, and food items

●      Custom products such as special orders or personalized items

●      Personal care goods such as medications and beauty products

●      Hazardous materials, flammable liquids, or gases

●      Prescription (Rx) items — see the Prescription Drug Return Policy below

●      Sale items, store credits, and gift cards

Please get in touch with us at orders@dryeyerescue.com if you have questions or concerns about your specific item before initiating a return request.

Reimbursements

We will notify you once we have received and inspected your return. You will automatically receive your refund on a Dry Eye Rescue Store E-Gift Card. This will be emailed to you within 24 hours of your approved return. Dry Eye Rescue Store E-Gift Cards do not expire and may be applied to any future purchase on our sites.

Prescription Drug Return Policy

Due to FDA regulations and applicable state pharmaceutical laws, Dry Eye Rescue LLC does not accept returns of prescription (Rx) drug products after they have been delivered. This policy applies to all Rx products sold through any of our retail or wholesale sites. Once a prescription drug product has been delivered to the purchaser, it may not be returned or exchanged, except as expressly set forth below. This is consistent with industry-standard pharmaceutical distribution practices and applicable federal and Florida law.

Limited Exceptions

Returns or credits for prescription drug products may be considered only in the following limited circumstances:

   The product was shipped in error by Dry Eye Rescue LLC (wrong product or wrong quantity)

   The product was received in damaged condition or with compromised packaging — damage must be documented at the time of delivery and reported to orders@dryeyerescue.com within 48 hours of receipt

   The product is subject to a manufacturer-initiated recall or FDA enforcement action

All exception requests must be submitted in writing to orders@dryeyerescue.com and include the order number, product name, lot number, expiration date, and a clear description of the issue. No prescription drug product may be returned without prior written authorization from Dry Eye Rescue LLC. Unauthorized returns will not be accepted.

Regulatory Basis

This policy is consistent with FDA guidance on prescription drug returns, applicable Florida and state pharmaceutical statutes, and the requirements of the Drug Supply Chain Security Act (DSCSA). Prescription drug products that cannot be reintroduced into commerce will be disposed of in compliance with applicable DEA, FDA, and state requirements.

By placing an order for a prescription drug product, the purchaser acknowledges and accepts this policy in full. Questions may be directed to orders@dryeyerescue.com.

Last Revised: March 2025

Dry Eye Rescue LLC | 1200 S. Rogers Circle, Suite 16, Boca Raton, FL 33487