Shipping & Returns
Our Shipping, Returns & Exchange department is available Mon-Fri 9:00am-5:00pm PST.
Help & FAQ’s
What is your 14-Day return policy?
We offer a 14-Day Free Return from when you receive your items. If you are not satisfied with your glasses please contact us for a refund or replacement pair of equal or lesser value. Glasses being returned should be in the same condition as you received them.
What is your 90-Day Guarantee?
You’re eligible for a one-time replacement of your eyeglasses within 90 days for defects in your frame and 90 days for lens defects that show noticeable issues in craftsmanship or materials.
If you notice any defects in your frame or lenses that may be covered under warranty (see below), we will repair or replace your item, provided the reported issue is confirmed upon our evaluation and the applicable 90-day warranty period has not expired.
If you believe your item qualifies under the conditions below, please contact us to schedule a return.
A shipping fee may apply for a one-time replacement.
What is covered by the warranty:
• Defects in Lenses:
o Lens coatings are peeling
o Cracks not causes by rough or improper handling
• Defects in the Frames:
o Broken or loose hinges
o Broken nose pad posts
o Hinge screws are stripped
o Discoloration or oxidation
o Dislodged logos or jewels
What IS NOT covered by the warranty:
• Damage caused by accidents or negligence
• Rough handling
• Improper care or cleaning
• Excessive exposure to heat or cold
• Lengthy exposure to water
*Please DO NOT attempt to repair eyewear yourself (glue, etc.). We cannot accept products that have been tampered with as it may void the warranty. Products covered under warranty can only be replaced or repaired, not refunded.
Shipping
What shipping Methods do you offer?
Do I need shipping Insurance? (I added in case you want to use)
We are thrilled to announce our partnership with Route+, a trusted provider of shipping package protection and tracking for your online purchases. With Route+, you can shop with peace of mind, knowing that your packages are safeguarded against damage, theft, or non-delivery. Route+ is a reputable, licensed insurance company with verified expertise in shipping insurance.
Benefits of Route+:
- Comprehensive Coverage: Protect your packages from damage, theft, and loss.
- Easy to Add: Simply opt for Route+ during checkout.
- Hassle-Free Claims: In the event of an issue, filing claims for lost, stolen, or damaged packages is quick and straightforward.
- Route Order ID: When purchasing Route+ Insurance for your order, you will receive a confirmation email with your unique Route Order ID
Additionally, you can download the Route App (IOS/Android) for free and track all your online orders in one convenient place.
Can I track my order? (I’ll need to update this based on what tracking service you want to use)
Yes, you can. You can check your order status and track your package. You’ll need either your Order Number or Tracking Number. Use our Order Tracking page and enter either number. Use our link here (link to order tracking page) or click on the Order Tracking image above.
How long do I have to wait for my glasses after I have ordered them?
Once we have received and confirmed your eyeglass order, they will be delivered within 7-14 business days, depending on the complexity of your prescription and/or the products you have selected.
How do I request a return or an exchange?
Use the link here to go to our Return or Exchange page and follow the prompts.
How do I track my return?
Will need to discuss with you.
Where is my order? (This answer will need to be revised)
You can obtain your tracking number by clicking on your orders. You can then track your order in real time bydownloading and viewing your package with the tracking number on the Route + app.
How do I file a claim for my Lost, Stolen or Damaged order?
If you insured your order with Route+, you will receive a confirmation email from Route with your Route OrderID and a link to file a claim. You can also file a claim here: https://claims.route.com/.
- You can file a claim by following the instruction in the confirmation email you received from Route +.
- You can also click on the link above to start your claim by entering your information on the pagefollowing the link.
When do I file a claim with Route + for my Lost, Stolen or Damaged order and how long does it take to process.
Lost Item
An item is considered lost if it is never reported as delivered, or if it is stuck in any shipping stage other than "delivered." You may file a claim if enough time has passed for delivery, it is past the expected delivery date, or your order is stuck in a shipping state other than "Delivered."
Claims are considered lost after 7 days without a tracking status update (20 days for international shipping)and must be filed no later than 30 days from the last update.
For lost orders, claims may be submitted as soon as the item is suspected to be lost. For items that have scheduled delivery dates, Route + has a 3-5 business day grace period to ensure that the ordered items aren't simply delayed in transit. After the order is tagged as lost, the refund/reorder will be submitted within 3-5 business days.
Damaged Order
If your item arrives damaged, unusable, or in unacceptable condition, please file a claim immediately. Be sure to include pictures of the item(s) and packaging. Claims for damaged items can be filed right away and must be submitted within 15 days from the date the item was marked as delivered. You will receive a response within 24 hours of submitting your claim and an investigation will be led by our claims department.
Stolen Package
Route considers packages marked "delivered" but not received as stolen. We ask that you wait 5 days from the date the package was marked as delivered, as sometimes packages are scanned as delivered but may arrive a few days later. Stolen claims must be filed within 15 days from the date the package was marked as delivered. A police report will need to be obtained for stolen packages. Once your claim is submitted, it will be reviewed within one business day and processed within 3-5 business days.
What are the claim policies for Route +?
You can review claim policies for Route+ here: https://help.route.com/hc/en-us/articles/360041131194-Route-Claim-Policies
What happens with my Lost, Stolen or Damaged order if I did not purchase Route+Insurance?
Will need more info for this.
Eyewear Protection Plan
Will you be offering this?
Do you offer Try-On Services?
No! To keep our prices low, we do not offer a try-on service and we reserve the right to limit the number of items on an order and to limit the number of returns.
My Prescription Lenses are incorrect.
If your prescription lenses are not 100% accurate, we will provide a pre-paid return label for you to return the product within 30 days of receiving your items. We will then replace the same lens package at no additional cost or provide a store credit. All lens orders are independently evaluated upon return to verify their accuracy. If the order was made accurately according to the prescription originally submitted, refunded orders are not eligible for a pre-paid return label.
Products must be returned in the exact condition in which they were received. Products returned for lens issues past our 30-day return window may only be replaced or repaired, not refunded. Replaced lenses must be the same lens type, material, and options as originally ordered.
Note: Please do not attempt to repair eyewear before returning them, as this may void the warranty.
