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One rule covers all three: anything with an order ID goes to the first, anything with a page address goes to the second.

The website address cannot see an order. It has no access to the order record, cannot look up a parcel, cannot change an address and cannot start a refund. Sending an order question there costs a day and produces a reply pointing at the number above.

That is not an inconvenience anyone designed. Opticorepros is a retailer that hands buyers to the seller's checkout, so the order lives with the party that took the money. It is also a privacy benefit, and the privacy page sets out exactly what that means.

Once those five are written down, telephone +1 (877) 257-0710, or put them in a message to [email protected] with the order ID as the subject. Anything that needs somebody to decide is quicker by voice; anything you will want to refer back to later is better typed.

There is one habit worth acquiring. When the question concerns the capsule rather than the carton, read out the lot code stamped on the base. It names the production run, which is the only way an enquiry about a bottle can be tied to a batch, and the batch page is honest about how far that tie goes.

Bottles come back to PO Box 12730, Ogden, UT 84404, USA, and only once an authorisation exists. A carton sent to a PO box before anybody is expecting it can be refused at the door, which turns a straightforward refund into a fortnight of chasing.

Send it to [email protected]. That address is monitored Mon–Fri 9:00am–5:00pm ET and it is the one that can change what is on this site.

A correction is made in the sentence itself and the date under the page moves with it; nothing is appended as an erratum at the bottom. Where a figure here disagrees with the bottle in your hand, the bottle wins and this desk would rather hear about it than not.

What this address cannot do is anything with an order attached to it. It has no access to the order record, and a refund started here does not exist.

Three addresses doing three different jobs. Posting a return to the second of them is the single most expensive mistake available on this page.

The fulfilment address is in Utah and the retail office is in New York, which is the detail worth carrying away. A return posted to an office rather than to the fulfilment house arrives somewhere that cannot process it, and by the time it has been forwarded or returned the window may have closed.

So the sequence is always the same: ring the order desk, get the authorisation and the address in writing, then post with tracking. The refund policy sets the whole procedure out clause by clause.

• Neither desk gives medical advice. Both can tell you what is printed on the label, and this website reproduces every line of it.
• Neither desk can tell you whether the product will work for you. No trial of the finished formula exists, which is stated plainly on every page that touches the question.
• The website desk cannot see an order, find a parcel, change an address or start a refund. It holds no order record of any kind.
• The order desk cannot change a page on this website, and cannot answer a question about a study cited here.
• Neither desk can supply a certificate of analysis. The lot and certificate references are filing references, and the batch page explains what a certificate would contain.
• Neither desk can extend the guarantee. The window is a term of the seller's policy and runs 60 days from the shipping date.

Setting out the limits is more useful than promising to help with everything, because the commonest support failure on sites like this one is a question sent to a desk that was never going to be able to answer it.

Where a question falls outside both desks, the honest answer is usually that it belongs with somebody who can examine you rather than with anybody selling a capsule.

Two of those five are waits rather than replies, which is why a refund can take three weeks end to end without anything having gone wrong.

A refund still missing a fortnight after the carton was signed for is worth chasing. Quote the order ID and the return tracking number together, because between them those two numbers locate the claim without anybody having to describe it.

Everything else needs one message to one desk. Writing to both at once produces two replies rather than a faster one, and one of them will simply point at the other.