Contact information

✅ Reliable Customer Support

Our customer support team provides 1:1 chat and email services to respond to your inquiries quickly and accurately.

Support is available in both English and Japanese. From pre-purchase consultations to questions about orders, shipping, or exchanges, please feel free to reach out to us.

1:1 Chat Support

Real-time consultation is available via the 1:1 chat icon located on the main page of our website.

We provide immediate assistance for product information, specifications, ordering/payment methods, tracking your delivery, return/exchange policies, and Frequently Asked Questions (FAQ).

During business hours, we strive to respond as quickly as possible. Inquiries sent outside of business hours will be answered sequentially starting the following business day.

Email Support

For matters requiring detailed verification, please contact us via email.

Email Address: info@mytoric.com

Email support is also available in English and Japanese. We recommend using email for order errors, misdeliveries, damaged items, return/refund applications, and payment-related inquiries.

Expert Staff Assistance

While all support is available in multiple languages, important matters such as specific order issues, refunds, or technical claims are handled directly by our expert staff to ensure the most accurate and polite guidance.

Depending on the nature of the request, our specialized team will respond in the order inquiries are received. Response times may vary based on the current situation.

Request for Email Inquiries

For smoother processing, please include your order number, name, inquiry details, and product name/specifications in your email. For inquiries regarding returns or defects, please attach photos or videos that clearly show the condition of the product.

Returns, Exchanges, & Refunds

The criteria for returns, exchanges, and refunds are outlined in detail on our dedicated Policy page.

Please note that due to the nature of toric colored contact lenses as medical devices, we cannot accept returns or refunds for customer preference, incorrect prescription selection, or products that have been opened or used.

Response Times

We aim to respond to chat inquiries as quickly as possible during business hours. Email inquiries will be answered sequentially on a business-day basis.

Pre-Purchase Notice

Since toric colored contact lenses vary significantly per individual, we strongly recommend selecting your SPH, CYL, and AXIS based on a professional ophthalmologist's prescription.

As these products are shipped directly from overseas, terms and conditions may differ from local physical stores or general domestic e-commerce sites.