Returns and Warranty
Returns
Glasses and Sunglasses: We accept returns for glasses and sunglasses within 30 days of the delivery date. To qualify for a full refund or exchange, items must be in new, unworn condition, and accompanied by their original complementary cases. If you made an online purchase and are dissatisfied, contact us at 1-877-321-6229 for assistance. Some heavily discounted items may be categorized as “Last Chance/Final Sale,” rendering them ineligible for a refund, exchange, or store credit.
Contact Lenses and Accessories: Contact lenses can be returned within 30 days of delivery if the boxes are sealed, unopened, and unmarked. RGP (rigid gas permeable) lenses are custom-made and final sale, ineligible for returns or exchanges. Contact lens cases are also final sale items, not eligible for return or exchange.
Refund Processing Time: Upon confirmation that your product is en route back to our facility, a refund can be expected within 4-7 business days. To initiate a return, contact us at 1-877-321-6229, and we will provide you with a prepaid return label. Using this label ensures prompt processing of your refund. You’ll receive an email notification once the return is processed and the refund is completed.
Opened Contact Lenses: Returns are accepted only for sealed, unopened, and unmarked boxes of contact lenses within 30 days of delivery. RGP lenses, being custom-made, are final sale and cannot be returned or exchanged. Contact lens cases are also final sale items and cannot be returned or exchanged.
Vision Issues with New Glasses: If you encounter difficulty seeing clearly with your new glasses, consider the following:
- Allow a few days to adjust to a new prescription, wearing glasses consistently.
- Verify the accuracy of your prescription and PD using the packing slip. Contact us at 1-877-321-6229 for assistance if there’s an error.
- Check for changes in vision when looking up or down. If needed, contact us at 1-877-321-6229 for an exchange.
Warranty
Coverage: Our warranty covers manufacturer’s defects on frames and lenses for one year from the delivery date. It excludes damage from everyday wear, sudden force or impact, accidental damage, and cosmetic issues. Cosmetic problems reported within 14 days of delivery are considered for return or warranty claims.
Making a Warranty Claim: If you experience a manufacturing defect within 365 days of delivery, contact us at 1-877-321-6229 for a one-time replacement. Our team will review photos of the defective product, and if approved, a replacement will be provided at no charge.
Replacing Nose Pads: Nose pads are replaceable by any optical professional. Contact us at 1-877-321-6229. Exclusive nose pads can be mailed to your home if needed.
Production and Shipping
Shipping Timeframe: Shipping time indicates the delivery duration once your order is ready for dispatch. It excludes processing time, which can take up to 7 days. General shipping time frames for in-stock items:
- Standard: 7 days
- Express: 3 days
- Premium Express: 1 day Processing time for prescription glasses, prescription sunglasses, and non-prescription sunglasses varies.
Order Tracking: After successfully placing an order, a ‘Confirmation of order’ email is sent. Once shipped, a shipping confirmation email with a tracking number is provided. For inquiries about undelivered packages labeled as “delivered,” contact us at 1-877-321-6229.
Express Shipping Clarification: Express shipping does not include assembly and fulfillment time, which can take up to 7 days. The chosen shipping method determines the delivery speed once dispatched. Shipping time varies based on postal code and product type.
Courier Selection: We may upgrade your shipping method for faster delivery at no extra charge, aiming to provide the best service possible.