Store Policy

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Store Policy

  • Frames
    1. Demo lenses, which may have the brand logo stamped on them, may be included in the glasses you receive. These are for demo reasons only, and are not intended for normal use. Lenses for common use may be added for an extra cost.
    2. Frames purchased without lenses may arrive un-adjusted and will need to be adjusted by the lens installer. 
    3. Frames purchased with lenses, will be adjusted to it's proportional figure for common wear. Customer is responsible for having any further adjustments done.
  • Availability
    1. Item availability is subject to change at anytime and is not guaranteed to be available and/or in stock.
    2. Un-available or discontinued items will be removed from the order and refunded, any remaining items will continue processing.
  • Cancellation
    1. There may be a cancellation / restocking fee on all cancelled merchandise (with the exception of discontinued & back-ordered items) to help cover non-recoverable expenses incurred from processing your order:
      • 10% of cancelled merchandise before shipment
      • 15% of cancelled merchandise after shipment
      • 30% of cancelled lenses & lens treatments before shipment
    2. Contact lens orders cannot be cancelled.
    3. (Custom) Lens orders cannot be cancelled once shipped. 
  • Payment
    1. Customer is responsible for paying the total amount of their order.
    2. Upon order review by our staff, it may be determined that there are additional costs involved with us being able to fill a particular order. (Usually custom lens orders).  In this event, customer will be notified and required to confirm the additional cost before proceeding, otherwise the order will be cancelled and refunded.
  • Shipping
    1. Shipping fee's are not refundable once the order has been shipped.
    2. International customers are responsible for all custom duties/taxes.
    3. Customer is responsible for any re-shipping fee's involved with duplicate shipments excluding free shipping offers.
    4. If the shipping method selected is not available to your shipping destination, your selected shipping option will be changed without prior notice to an equal or lesser shipping method. A refund of any price difference in the rates will be issued.
  • Payment Disputes
    1. Pending disputes may delay and/or complicate any pending refunds or issues on the order. We suggest that customers attempt to resolve all payment disputes with customer service.
    2. Customer may be charged a service fee of $25 for each dispute which is not granted in their favor.
  • Prescriptions
    1. Customer/Patient gives us authorization to contact the prescribing doctor for verification, or any other matters relating to their prescription order.
    2. We will only fill what's prescribed by the doctor - Prescription alterations cannot be processed without the prior written approval from the eye doctor.
    3. If a Seg. Height is not provided by the customer for their bi-focal/progressive lens order, we will use our in-house formula to determine the best seg.height for order.
  • Returns
    1. All returns must be made with in 30 days of the delivery date.
    2. A return authorization must be obtained by the customer for the merchandise they decide to return, or it may not be accepted for return. For instructions, please Click here
    3. We strongly suggest all returns are sent insured, trackable, and are packed safely. We are not responsible for any damaged or lost returns which we have not received.
    4. Merchandise returned for refund/cancellation, may be subject to the Cancellation terms in this policy.
    5. Merchandise returned for an exchange/store credit is not subject to the Cancellation terms and a full credit for exchange will be given.
    6. Lenses are non-refundable but may be returned for a 50% credit towards another set of lenses of same or greater value. If the new lenses are of lesser value, a 50% fee on the new lenses will only be charged. Credits from lens returns expire if not used within 90 days of the order date.  
    7. Contact lenses are non-refundable but may be exchanged for a change of prescription of the same brand.
    8. Returns may take up to two weeks from the delivery date to process.
    9. Merchandise returned must be in new/unused condition and must include all original manufacturer packaging and contents or it may not be accepted for return.
    10. Incorrect, damaged or defective merchandise must be reported in 2 weeks from delivery, must not be used, or it may not be accepted for return. One pre-paid shipping label will be provided (upon request) at no extra cost in these circumstances.  If customer is unable to obtain a pre-paid label, a reimbursement/refund up to $5.95 (upon request) will be issued to the customer for return shipping expenses associated with their return, but once the replacement is received.
    11. Merchandise described as “FINAL SALE” may not be returned.
    12. Customer is responsible for shipping expenses related to unaccepted/refused returns or the merchandise may be held until all expenses are paid for.
    13. We are not responsible for any custom tax/duties involved with international shipments.
    14. International returns must mark their package as “RETURN WITH NO VALUE” or it may be refused. 
    15. Discounts redeemed and applied on merchandise which are returned for refund or store credit, will be voided, reversed, and deducted from the refund or credit amount of the returned merchandise.
  • Pre-Paid Shipping Labels
    1. Pre-paid shipping labels are only for US customers and may be purchased by contacting customer support.
    2. Pre-paid shipping label rates are the same rates shown on the shipping page.
    3. Labels expire in 5 days from the issue date and cannot be cancelled or refunded once they expire. If the label is needed after it’s expected to expire, it must be cancelled by contacting support before it expires, then another label can be issued for a later date.
  • Merchandise Warranty
    1. All defective merchandise must be returned in 1 year from the delivery date.
    2. Warranty may be voided if merchandise has been altered, abused, broken, mishandled, shows excessive signs of wear-and-tear, or noticable signs of being exposed to excessive heat, moisture or chemicals.
    3. Defective merchandise will be repaired, or replaced if irrepairable. 
    4. A store credit will be issued to the customer if the merchandise is irrepairable and irreplaceable.
    5. Customer is responsible for paying a $15 shipping & handling fee for each warranty request.
    6. We do not personally honor manufacturer warranties. Manufacturer warranties must be handled directly with the manufacturer.
  • Lab/Repair Fees
    1. $25 - Requests that involve swapping of lenses into another frame of the same.
  • Lens Guarantee
    1. All lens guarantee requests must be made and sent back within 60 days from the day of delivery.
    2. Requests are only honored for new prescriptions and/or changes in measurements.
    3. Customer support must be contacted for all lens guarantee requests.
    4. If new lenses are necessary we will use the same lenses (or a comparable brand) for the request.
    5. New prescriptions provided must be valid and non-expired.
    6. Customer is responsible for paying a $15 shipping & handling fee for each lens guarantee request.