Returns and help
Refunds, damaged packages, and how to reach us. 16 guides, newest first.
- What to do if eye drops leak in the boxFound a damp or stained carton? Don’t use the bottle. How to check it, what photos to take, and how Quell replaces leaking or broken-seal orders.
- Ordered too many bottles of eye drops?Unopened bottles of Quell can be refunded within 30 days of delivery without sending them back. How to ask, what can’t be refunded, and how to store extras.
- Can you return eye drops?Unopened Quell is refunded within 30 days of delivery, and you keep the bottle. Opened bottles aren’t refundable. The full rule.
- Why opened eye drops can’t be returnedOpened eye drops cannot be returned or resold, because a bottle that has left the seller’s control can’t be confirmed sterile. What that means for you.
- Refunds on unopened bottles of QuellChanged your mind about an unopened bottle? How the refund works, the time limit, what is refunded, and why nothing needs to be sent back.
- What is refunded on a Quell order?What you get back in each case: unopened bottles you no longer want, orders that can’t be filled, listing mistakes, damaged packages and opened bottles.
- What to do if your Quell order arrives damagedA crushed box, a leaking bottle or a torn carton: contact us within 30 days and a damaged order is replaced at no charge.
- What if the tamper seal is broken?If a Quell order arrives with a broken tamper seal, contact us within 30 days and it will be replaced at no charge.
- What if my Quell order is wrong?Too few bottles, or not what you ordered? An incorrect Quell order is replaced at no charge if you contact us within 30 days.
- How to contact QuellPhone, hours, mailing address and website for Quell’s seller, Aurora Pharmaceuticals, and which questions each is the right route for.
- Before you call about an orderWhat to have ready when you call about a Quell order: the order number, the email you used, and a clear note of what went wrong.
- Order questions vs. medical questionsWho to ask about what: Quell’s phone line for orders and the label, your doctor or pharmacist for your eyes, emergency care when it is urgent.
- Getting a receipt for your Quell orderYour confirmation email is your receipt, with the order number, items, subtotal, shipping and total. What to do if you have lost it.
- How to find a past Quell orderLooking up an earlier order: the order lookup page for guests, signing in for account holders, and what to do with neither.
- What happens to your information when you orderWhat Quell’s privacy policy says about order details, card data, the cart and checkout details saved in your browser, and selling personal data.
- Why we don’t ask for unopened bottles backQuell refunds unopened bottles without asking for them to be mailed back. The reasoning behind that policy, and what it means for you.