Question 1

How will I know my order was successful?

Accepted Answer

When your order and payment go through, you will be directed to a confirmation page to confirm that we have successfully received your order! You will also receive a separate confirmation email shortly after with your order number and other details. This process applies not only to order confirmation emails, but also to dispatch and return-related confirmation emails where applicable.

If your email address linked to the order is outdated or inaccessible, please contact support to update your email address. Once updated, confirmation emails can be resent to the correct address.

If you don't see the order confirmation email in your inbox, please check your spam or junk folder. Sometimes email providers mistakenly flag legitimate emails as spam — this can happen if your email settings are strict, if your provider’s filters are being cautious, or even if you haven’t interacted with emails from us before. Adding us to your contacts or marking our email as “Not Spam” will help ensure future messages arrive in your inbox. 👌

To ensure you haven’t missed the email:

Open your email client (e.g., Gmail, Outlook, or Yahoo Mail).
Navigate to the Spam or Junk Mail folder.
Use keywords such as "SunGod" or your order ID to locate the email.

Still unable to find it? Please don't worry - just reach out to our team at support@sungod.co, and we can take a further look into this for you.

When contacting support, please provide your order number or email address and specify whether it’s related to a dispatch, order, or return confirmation. You may also request that the email be resent or ask for your email address on file to be updated, if necessary.

Question 2

How do I track the status of my prescription order?

Accepted Answer

As soon as your order and payment go through, we'll send you an order confirmation email. Shortly after this, you will receive an email prompting you to upload your prescription document and a photo to gain your PD (Pupillary Distance) measurement. For more instruction on how to obtain your PD visit this article. 💪

Once we have received your upload, you will receive an email to confirm that our team have successfully received everything we need to process your order.

Our prescription team will then process your prescription and send this off to our custom lens manufacturer to create your prescription pair. If we have any questions regarding your prescription or PD photo upload, we will contact you via email as soon as possible.

Once your prescription pair has been manufactured, this will then be sent to our main hub in the UK, after which it will undergo some final quality checks. You will be notified via email once your order is on its way to our main hub.

As soon as the necessary quality checks have been completed and we will ship your order. At this point, a despatch confirmation email confirming the tracking information will be sent directly to your email address.

Question 3

How can I track the status of my order?

Accepted Answer

As soon as your order and payment go through, we'll send you an order confirmation email. We'll also send you a despatch confirmation email once your order has been shipped and handed over to the courier. This email will confirm the tracking details for your shipment.

For Prescription orders, please see our prescription FAQ here

Not getting any emails? Don't forget to check your spam/junk folders as email providers tend to send them there sometimes 😅 If you still can't find them, reach out to our customer experience team who will be more than happy to assist you with this!

You either contact us via our webform or open a chat conversation by click on the chat bubble in the bottom right corner of the webpage.

Question 4

What if the email is wrong on my order?

Accepted Answer

If the email used to place your order is incorrect, don’t worry!

All you need to do is reach out to our team at support@sungod.co with details of your order and your correct email, and we'll be able to update the email address on the order for you. Alternatively, you can start a conversation via our chat bubble on the bottom right corner of our web page. 😊

Our team will get back to you as soon as they can with a resolution, and will resend any emails you may have missed out on due to the incorrect email.

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