FAQs

Answers to the questions we hear most. For the full terms, see our Refund Policy and Shipping Policy.

Orders & Shipping

How long will my order take?

Every order is processed first. For prescription and replacement lenses, that includes verifying your prescription and making your lenses in our lab, so processing time depends on your lens choices. Once your order ships, delivery in the U.S. takes:

3-Day Shipping: 3 business days, $29 (non-prescription lenses only)
Express Shipping: 6–9 business days, $19
Standard Shipping: 10–14 business days, $9

Shipping is free on U.S. orders over $90.

Do you ship outside the U.S.?

Yes. Standard shipping to the EU and Canada takes 10–14 business days ($19), and to other countries 13–18 business days ($19). Duties, taxes and import fees are the customer's responsibility.

What if my order arrives late?

Our On-Time Delivery Guarantee covers you. If your order arrives more than 5 business days past the estimated delivery window, you qualify for a 20% refund. There is no form to fill out.

How do I track my order?

We email you a tracking number when your order ships. Carrier tracking can take a day or two to show the first scan.

Returns, Exchanges & Warranty

What is your return policy?

Frames, non-custom accessories, and unused non-prescription (plano) lenses can be returned or exchanged within 45 days of the original ship date. Start every return through our return portal.

Can I return prescription or replacement lenses?

Prescription and replacement lenses are custom made for you, so they can't be returned, refunded or remade because of incorrect prescription details, a wrong PD, the wrong frame model, or a change of mind. If your lenses arrive damaged or defective, or we made a mistake, we replace them at no cost after inspection.

Are there return fees?

Unless you added Free Returns at checkout, a $9 return shipping fee and a quality-check and restocking fee are deducted from refunds for no-reason returns. The restocking fee is 8% of each item priced under $50, or 5% of each item priced at $50 or above. Example: a $120 frame returned without Free Returns is refunded $105.

No fees apply to items that arrive damaged or defective, to orders where we made a mistake, or to warranty claims.

What is Free Returns?

An optional add-on at checkout, priced before you pay. It gives you a prepaid return label and waives the return fees for eligible returns and exchanges within 45 days. It must be added at checkout and can't be added later.

How do I start a return or exchange?

Open the return portal within 45 days of the ship date and enter your order details. In the package, include the item in its original case with all accessories, a note with your RA number and a short description, and your order number and account email.

What does the warranty cover?

Every product includes a 12-month limited warranty on manufacturing defects, such as incorrect lens fabrication, coating failure or peeling, and structural frame defects. Anti-reflective coatings and photochromic films are included. If we confirm a defect, we remake or replace the item at no charge and reimburse return shipping up to $7. The warranty doesn't cover normal wear and tear, accidental damage, or errors in the prescription or frame details given at checkout.

Prescriptions & Payment

What do I need to order prescription lenses?

Your prescription values (SPH, CYL and Axis for each eye, plus ADD for progressives or bifocals), your pupillary distance (PD), and, for replacement lenses, your frame's model number. Please check them before you order. Our guides show you how to read your prescription and how to measure your PD.