Returns Help

Find answers about Returns and common questions & concerns of Go-Optic.com customers related to optical, vision, ordering information and more.

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Returns

Return Instructions

Easily return your order online by following the steps below.
No printer or access to the internet? No worries. Contact support to request one for you.
 
  1. Click the 'RETURN' button shown on your online receipt
  2. Select the item(s) and reason why you would like to return. You may choose between a Refund, Exchange or Warranty
  3. Print out your return form and package your return
    • Include the order number and/or printed return form inside of the box
    • Pack your items securely in a cardboard box (do not use an envelope)
  4. Ship your return
    • International returns write 'RETURN WITH NO VALUE' on your shipment or it may be refused
    • Ship your package insured and trackable with USPS, UPS, FedEx or shipping courier of your choice
    • Pre-paid USPS shipping labels are available to customers who originally shipped the order with USPS in the USA for a fee of $6.95. please contact support for assistance getting a pre-paid return label if needed
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Return & Exchange Policy

Not happy with your order? No worries!
We offer a competitive and convenient 30 day returns and exchanges policy. Certain rules and exceptions apply, please see the full Returns Policy for details.

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Return Conditions
Items returned must be unworn, unused, undamaged, and with all original contents included.

Glasses

Must be returned without any fingerprints, or signs of wear in the nose/ear area, and cannot altered in any way which may void warranty with the manufacturer.
Must return all parts, papers, tags, demo lenses, patterns, cases, cloth, packaging, or any manufacturer contents which came with the item.
Broken glasses cannot be returned.

Lens Accuracy

If the doctor changes the prescription or if there any any problems adapting to the new lenses within 60 days, we will remake the same lenses in the new prescription under the Lens Accuracy Guarantee. A copy of the new prescription or instructions from an eye care professional must be provided with the return.

Progressive Lenses

In some cases, progressive lenses may take a week or two for the eyes to adapt to them. Many lens suppliers offer tips for adjusting to progressive lenses on their website or the eye doctor should be able to provide further assistance with progressive lens adaptation.
 
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Check Return Status
Please allow up to 7 business days for your return to be processed once it has been received. Once processed, you will receive a notification via email with further information. If your returned package has not yet been delivered, please contact your shipping company. Unfortunately we are not responsible for returned packages that we do not receive. 

If it's been longer than 7 business days from when the return was delivered, please contact support for further assistance.
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Warranty Information
There is a one year warranty included on all defective items for repair and replacement. Defective merchandise is merchandise which is or has been made faulty by the manufacturer. Broken, damaged, corroded merchandise is not considered a manufacturing defect. Defective merchandise is repaired under warranty or replaced with a new item. 

If you're not sure if an item is defective, pictures can be emailed to the support department for review. 
For details about the standard product warranty, please Click Here

Defective merchandise is returned using the standard returns procedure. Please see the Return Instructions for details.
 

Glasses Warranty

Glasses which have been altered to function differently than manufacturer specification is not covered under warranty.
Glasses which are out of adjustment are not considered defective and must be adjusted by your local dispenser.
Paint or material corrosion due to being exposed to moisture/swear or heat is not considered defective or covered under warranty.
 

Lens Coating Warranty

Lens coating defects such as spider-cracks or crazing are covered under warranty
Lens scratches are not covered under warranty
 

Prescription Lens Warranty

If the doctor changes the prescription or if there any any problems adapting to the new lenses within 60 days, we will remake the same lenses in the new prescription under the Lens Accuracy Guarantee.
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Modify or Cancel Return
If you would like make any changes to your return before it begins processing, you may submit a new form with the updated information online. Use this method even if you already shipped back your return.

If you would like to cancel a return request, please contact support for further assistance.
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Received Damaged Product
We sincerely apologize if you received a damaged item. Please notify customer support immediately if you receive an item which has been damaged.

Unadjusted Glasses Notice:
All frames without lenses requested arrive brand new directly from the supplier. It is possible for these frames to arrive crooked or out of adjustment. Please request a personal adjustment upon having lenses installed from your optical shop. Crooked frames in most cases are not considered defective and can be adjusted to fit your face by a skilled technician. We pre-adjust all frames with lenses ordered from us to be as straight as possible before shipment. Not all heads are shaped the same, therefore, it may be beneficial for you to have the frames adjusted at your local optical shop. If you have trouble finding proper assistance with adjusting your new frames, please contact us to send the frames back along with a picture of yourself, and we will adjust them to our best ability. The best adjustments are done when the wearer is in the physical presence of the adjustor.
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Still have questions?
Contact a customer support specialist. Email Us