Shipping policy

Shipping Policy

Thank you for shopping with Master Color. All orders on this website are shipped directly from Japan to customers in Canada. To ensure safe and reliable delivery of medical-grade products, our store follows a strict shipping process and international logistics standards. By placing an order on this website, you agree to the following policy.

1. Agreement to Policies

By using this website (including browsing, registering, purchasing, or any related actions), the user is deemed to have agreed to all policies established by our company.
Once an order is completed, consent to the policy is considered formally established.

The following policies apply to all purchases:

• Terms of Service
• Privacy Policy
• Shipping Policy
• Refund & Return Policy

2. Order Acceptance

Our online store accepts orders throughout the year except for certain public holidays and weekends. On rare occasions, checkout may be temporarily unavailable due to system maintenance by third-party payment providers. Any maintenance conducted by our store will be announced in advance on the website.

Orders placed on business days are processed after the daily cut-off time, 10:00 AM PT. Orders submitted after this time will be processed on the next business day. The days on which processing begins will be considered the official order date.

When selecting your product, please carefully choose the correct specification (such as Power or Base Curve). The number of lenses per box varies. For products where 1 box contains 1 lens, please note that two boxes are required for both eyes.

If you made a mistake (e.g., address, color, or power) immediately after checkout, changes may be possible only before the daily cut-off time (10:00 AM PT). Please contact us via the inquiry form or chat as soon as possible.
Changes that alter the checkout amount (brand changes, quantity changes, etc.) will not be accepted after payment has been approved.

Once order processing begins, no modifications or cancellations are possible. Since selection errors in power are frequent, please double-check all information before completing your order.

Please ensure that all the personal information (including the recipient's name, delivery address, and email address) are entered accurately, as this information will be used for shipping labels and tracking notifications. Incorrect or incomplete information may cause shipment failure.

All purchased contact lenses require a valid prescription from a licensed eye care practitioner. After checkout, please submit your prescription by replying to the confirmation email.

3. Shipping Schedule

All packages are shipped directly from Japan to Canada.
Shipment will be processed within 5 business days after the order date.

Business days exclude Saturdays, Sundays, public holidays, and company-designated holidays such as year-end and New Year periods. Shipping delays may occur due to high parcel volume or other logistics circumstances.

If your order contains back-ordered items, shipping may take longer. Products marked as “Back Order” or “Low Stock” are not eligible for cancellation unless:

• Stock cannot be secured for more than 2 months, or
• The item is discontinued during the wait period.

For some orders, we may ship equivalent quantity packaging (e.g., 3 boxes of 10 lenses instead of one 30-pack) at no extra cost.

4. Delivery Area and Estimated Delivery Time

Currently, our store ships only to addresses within Canada.

Destination	Delivery Method	Delivery Time (After Shipment)
Canada	UPS or EMS*	Approx. 6–14 business days

*Delivery method may vary depending on packaging, destination, or logistics availability.

Delivery times are estimates and may vary due to customs inspections or courier conditions.
Military facilities (APO/FPO/DPO) cannot be delivered to due to international restrictions.

5. Shipment to Receipt

After shipment, you will receive an email notification containing the tracking number.
Please note that tracking information may take several hours to update.

Tracking availability and update frequency may vary depending on regional courier systems.

If the recipient is unavailable at the time of delivery, the parcel may be held at a local delivery depot without additional notice. Failure to collect the parcel within the carrier’s holding period may result in the parcel being returned or disposed of by the courier.

In cases where delivery fails due to buyer-related reasons, including but not limited to incorrect address information or prolonged absence of the recipient, the parcel will be handled in accordance with the courier’s applicable policies.

For international shipments that cannot be returned, no refunds or compensation will be provided, and our store assumes no liability for such outcomes.

6. Shipping Warranty

If damage occurs during shipment, customers may request compensation directly from the delivery company. We will provide guidance on documentation, but the claim must be filed by the customer.

Damage to outer packaging that does not affect product use is not covered.
Insurance for orders exceeding default courier liability limits may be purchased upon request before ordering.

Loss or damage due to customer-related reasons, such as refusal to accept delivery or incorrect address information, is not covered by warranty.

7. Non-Delivery Response Policy

A full refund or free reshipment will be provided when:

• The shipping method to Canada becomes unavailable after the order is placed.
• A package is returned by Canadian customs due to import restrictions not caused by the customer.

Refunds are not available if delivery cannot be completed due to customer-related issues such as:

• Incorrect address or name
• Refusal to accept delivery
• Refusal to pay duties or fees charged by customs

After customs clearance, neither our store nor the courier can intervene in local delivery issues.

8. Prices, Currency, and Taxes

All orders are billed in Canadian Dollar (CAD).
Currency estimates displayed on the website are approximate; actual rates depend on your credit card issuer.

All shipments are treated as personal imports into Canada. According to Canadian regulations, contact lenses may be subject to duties or taxes depending on customs discretion. Any import duties, taxes, or customs handling fees must be paid by the customer.

If fees are refused, the package may be abandoned or returned. Abandoned orders are not refundable. Returned parcels can only be reshipped at customer expense; refunds are not available.