Frequently Asked Questions
Ordering
1. If my right left eyes have different color, can i buy mix power?
All Midroo lens cannot be mixed with different powers. If you have two different powers, please buy two pairs or two boxes of lenses for the left and right eyes.
2. Why can't I find my prescription on product option?
If you preferred prescription is not showing in the list, this means that your prescription is unavailable.
3. How long will my order be processed?
Each order will be processed within 24 hours excluding weekend and public holiday. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Delivery to West Malaysia typically takes 3–5 days, while East Malaysia may take 1–2 weeks. For Singapore, delivery usually takes around 4–5 days.
4. Where are your products manufactured?
Our products are manufactured in China. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
5. I have duplicate order. One is paid and the other is unpaid. How to cancel the unpaid order?
Please do not worry, we will NOT process any unpaid order. Rest assured, you will NOT be charged for that as well. But once you make payment and there is modification needed on your order, you are required to ‘Chat With Us’ as soon as possible.
6. Is the product price for one pair or for one lens?
The price given on the website is for one pair.
7. Do you have (+) plus prescription for farsighted?
All our lenses come with (-) prescription which is for nearsighted (-). We do not have any lenses for farsighted (+) prescription for now.
8. Which Diameter / Base Curve / Prescription should I have?
Please consult with your optometry to get the correct prescription/ base curve and diameter of your both eyes.
9. Can I get different diameter from what is stated in the website?
No. You can only choose a diameter from what is stated on the website.
10. My products defect, what should I do?
Please chat with us right away — if there’s a quality issue with our lens, we’ll gladly send you a replacement. Or you can refer to our Refunds & Returns for more information.
Product Information
1. What are the lenses made from? Are they safe to wear?
The lenses are made from polymacon/hema and water. The percentage of water content is usually 38%. Yes, colored contacts are generally safe and are approved by International Certificates such ISO and CE. But precaution is always needed. Please read our Wear & Care guide for more information.
2. What are the most natural contacts you have?
Depends on your eye color and the color you wanted for your eyes to naturally appear. We recommend you to choose the same color lens with your original eye color for a better result.
3. Is there any difference between 14.0 mm and 14.2 mm diameter lenses?
The main difference would be the size and the effect it brings out.
4. I have just received my lenses, but I noticed that the color is not the same as what I have been purchased before. What makes the lens color become darker or lighter than before?
We always restock our product when it happens to be out of stock. The new batch will not be the same as the previous one. This is due to a different batch of manufacturing. The design will remain the same but the color might be slightly different in a new batch.
5. Is there any prohibited substance used in the cosmetic product such as mercury or hydroquinone?
Definitely NO. We always make sure all of the products will not contain any harm substance before we proceed to sell them.
6. What type of multipurpose solution should I use?
You can use all types of multipurpose solution to soak your lenses. However, we advise you to refer the quality of the solution before choosing them.
Payment
1. hy is my transaction not complete?
Several reasons your transaction cannot go through.
1. Bank Denied – Bank refuses to complete the payment. Please kindly call your card issuer / bank for authorization for this particular transaction
2. Invalid card details including card holder name, card no., expiry date & security code.
3. Card declined due to insufficient fund, invalid card type.
4. Loading Error – Slow Internet connection during transaction, the transaction process has timed out.
5. User clicks “Cancel Payment”
Shipping
1. How to track my order?
There are a few steps to track your order:
1. Check your ORDER STATUS first
2. Make sure the status is SHIPPED
3. Only when products are shipped, then you will be provided with TRACKING NUMBER
4. Once you obtain your tracking number, you can click ‘Track My Order‘ to track the order status.
2. How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
