Most orders placed for delivery in the United States are shipped from Kentucky or Florida. Delivery outside the United States is not available. Orders are usually shipped from these locations within 10 to 14 days from date of the order, depending on prescription type and other factors, and, as with all medical devices, your order is subject to government inspection, shipping delays, strikes and other unforeseeable events. Therefore timing of delivery, receipt of the order by you and other timing expectations might be delayed or impaired and orders can take longer than expected. We do not guarantee a specific delivery date.
30 Day Returns. Rest assured, if we make a mistake, we will make it right for you. You will have thirty (30) days from the date of delivery of your order to return items included in the applicable order for a remake at no cost to you. Please contact us to obtain a return shipping label.
If you are not satisfied with your selection of frames or lenses or made a mistake in the order process resulting in a product you aren’t satisfied with, you may return those frames and lenses for a one-time 100% in-store credit. Optionally, you can request a 50% refund to your original payment method. In order for the return to be accepted and credit or refund processed, the frames and any accessories such as cases, bags, boxes or cleaning cloths must be in their original condition with no scratches or stress marks and returned to us prior to any credit or refund given. We are making these lenses just for you, so we can’t sell them to someone else if you simply change your mind. If you decide you wanted a different option or coating, we have to remake the entire pair of lenses from scratch - doubling our expenses for your project. If the lenses match the prescription we received from you and they are edged correctly, you should love them.
If we have not began manufacturing your item at the time of the request, we will issue a 100% refund to your original payment method.
If your doctor changes your prescription within 30 days of the date of delivery, we will remake your lenses for you at no additional charge. Simply return the frames and lenses to us and we will remake them for you.
Orders paid for with a store credit can only be returned for store credit. Orders using partial in-store credit and partial credit card will be credited only in the same manner as ordered.
Manufacturing and Other Defects.
If your eyeglasses have a manufacturing defect you must return them within thirty (30) days of the date of delivery of your order and we will replace them at no charge. In addition, you will have twelve (12) months from the date of delivery to return eyeglasses with defects in the anti-reflection (AR) coating and photochromic films and we will replace these eyeglasses at no charge. We are not responsible for damage caused by customer wear and tear.
If you are returning your eyeglasses because of a manufacturing defect, you must:
i. Contact customer service by phone at the number listed on the Website or by email at the email address listed on the Website within the applicable period set forth above to get a return authorization (RA) number. No returns are accepted without an RA. Returns should be sent to the address provided with your RA number. To receive a replacement order, glasses must be returned in their entirety (frames, lenses, eyeglass case, etc.). Include a copy (not the original version) of the prescription as written by the doctor, as well as the applicable RA number and a brief description of the reason for the return.