Frequently Asked Questions
Are you having difficulty placing an order?
We understand the frustration if you are experiencing issues while trying to place an order. Here are some troubleshooting steps to help:
Use a personal device or computer that isn’t connected to your employer’s network or WiFi. Security systems and firewalls on workplace networks may cause issues.
Clear browser history, cookies, and cache.
Check your billing address. If it is correct, you may want to contact your bank to confirm that the billing address on your card matches the address entered during the checkout process.
Try a different payment method. If the order is not processing with the card entered, we recommend using a different credit card or use PayPal.
If I see a brand but not the style option, can I request a quote?
Absolutely! If you find a brand we carry, but the specific color, lens type, or size option is not shown, please reach out to us via email at support@govshades.com. When contacting us, kindly include the following details: the brand name, style, preferred color, desired quantity, and any part number if known. We'll be happy to assist you further and provide you with a quote tailored to your requirements.
Do you offer department or agency purchases, and can you provide a quote?
Yes, we do! We welcome department and agency purchases. To request a quote, please send us an email to support@govshades.com with the following information: your contact details, the name of your department or agency, and the specific product(s) you are interested in purchasing. Our team will promptly assist you in providing a tailored quote to meet your needs.
How do I know if I qualify for an account?
Visit our Do I Qualify page to determine if you are eligible.If you still have questions, please email us at support@govshades.com.
Can I change or cancel my order?
Yes, it is possible to change or cancel your order after it is placed, in certain instances. Our ordering platform is seamlessly connected to our warehouse and partner warehouse systems. If your order is still in the processing phase and has not been officially packaged for shipment, we may be able to accommodate your request.
If your order has advanced from the processing phase, and a tracking number has been generated, unfortunately, we won't be able to change or cancel your order. Once it reaches this stage, it is in the fulfillment process, and modifications are not possible.
What options do I have if my order cannot be changed or canceled?
We understand that circumstances may arise where changes or cancellations are not possible. In such cases, we offer a hassle-free return process. Most products are eligible for free returns. You can submit a return request by clicking here. Before initiating a return, we recommend reviewing our Return Policy to ensure a smooth process.
If you have a brand on your site but the option isn’t listed, can I get it?
Yes, it's possible! If the product is still available from our manufacturing partner and it is not an exclusive item on their site, we may be able to fulfill your request. Please contact our customer support team with the details of the style you're looking for, and we'll do our best to assist you. Keep in mind that availability is subject to the inventory status and agreements with our partners. We are committed to helping you find the perfect shades that suits you. Email support@govshades.com