What happens after you order Quell

You get an email straight away confirming the order, a second email when it ships, and a page where you can check on it whenever you like. This is the whole sequence, step by step.

At checkout

Checkout works as a guest, so there is no account to create. You enter an email address, your name, a shipping address and a phone number, then pay on the payment provider’s secure page. Under the terms, you authorize the charge when you submit the order.

If the shop can’t fill an order for any reason, the authorization is released or refunded in full.

The confirmation email

Once payment goes through, a confirmation email arrives with your order number in the subject line. It lists what you ordered, the subtotal, the shipping, the total and the address the package is going to, and it has a button to track the order.

The order number starts with Q- and is followed by eight letters and digits. Keep that email. It is your receipt, and the order number is what you will be asked for if you ever call about the order.

Read the address in it while you are there. If something is wrong — a missing apartment number, an old address the browser remembered — call 615.465.6041 straight away, M–F 9AM–5PM CST. The earlier a mistake is raised, the better the chance of catching it before the package leaves.

Packing and shipping

Orders are packed and shipped from Brentwood, Tennessee. The site doesn’t publish a delivery window, and the terms say outright that delivery estimates are only estimates, so watch for the next email, not a date.

The shipping email

When the package leaves, a second email tells you the order has shipped. If a tracking number is available, it is included with a link to follow the package on the carrier’s own site. The same email repeats the directions: Apply 1 drop 3 times per day in each eye.

Looking an order up

The track your order page finds an order from its number and the email address used at checkout, both of which are in the confirmation email. If you have an account, signing in shows all your orders in one place.

When it arrives

Check the package before putting it away. If anything arrives damaged, incorrect, or with a broken tamper seal, contact us within 30 days and it will be replaced at no charge.

Then read the label on the carton before the first dose; it is the version that applies to the bottle in your hand. The first bottle can come as a surprise, so here is what to expect: The eye drops have a naturally milky-brown appearance. This is normal and does not indicate a problem with the product.

Later on

Some weeks after your order you may get one more email asking whether you are running low, timed to the number of bottles you bought. It is a single reminder and says so. There is no subscription, and nothing is charged unless you choose to order again.

If you need help

Call 615.465.6041, M–F 9AM–5PM CST, with your order number handy. The same line handles refunds on unopened bottles. Before you call lists what else is useful to have ready.