Terms & Conditions
Our website and services are not intended for use by anyone under the age of 18 without explicit permission from and under the supervision of a parent/guardian who assumes full responsibility for use by the minor. By using our website or services, you represent and warrant that you are over the age of 18.
Our website and services are not intended for, and should not be used by, any person or entity in any jurisdiction or country where such distribution or use would be contrary to local laws or regulations.
We will need your Pupillary Distance (“PD”) to create your lenses. When you order prescription eyeglasses, pupillary distance, or PD, is required. Most eyecare providers do not write your PD on your prescription as these are considered professional fitting measurements that are not included in your eye exam.
However, your eyecare provider may include it on your prescription or as part of your prescription information, if your PD is on your prescription, we will use the PD provided.
In the event your eye care provider did not include PD on your prescription, you are responsible for providing us with your PD. If you are unable to supply us with your PD then we will use an average PD. By using the average PD, you agree that you forfeit all right for any claim against us in such case, however, you may be able to return or exchange the product according to the return / exchange policy outlined on the website.
If your PD is not included with your prescription, you can use any of the following methods to get it:
- Request it from your eye doctor at your next exam or call their office to ask if they have it on file.
- Download one of the many applications that can take your PD for you which are available on both Android and iPhone app stores.
YOUR EXISTING LENSES
If your glasses arrive at our lab with lenses in the frame, we will return your lenses to you with your newly relensed frame.
You may send us a frame that does not have any lenses in it, if it is a full-rimmed frame made of metal, plastic, or acetate. Semi-rimless and rimless frames must have the original lenses included for us to create a lens template of your frame and complete the relensing process.
Depending on the age and quality of your old lenses, they may break during the replacement process. By sending us your frames with existing lenses, you acknowledge the risk that your old lenses may break and agree that we are not responsible for the replacement of your existing lenses. We will return the broken lenses to you with your newly relensed frame.
DELAYS IN THE RELENSING PROCESS
Delays may occur if there are any imperfections in your lens, during our final quality check, if we discover any scratches, cracks, or impurities in the new lenses, we will remake them. We will notify you of any delays or changes via email to the address provided in your account, as and if they occur.
SHIPPING & DELIVERY
The customer is responsible for shipping and the associated charges when shipping their frame to us to have it relensed. Please make sure that you purchase insurance for your package, as we are not responsible if your frame is lost during the shipping and delivery process to our mailbox.
RISK OF LOSS
We are not responsible for damage or loss resulting from shipping and transit. The risk of loss and title for all packages passes to you when either you or we deliver to shipping carriers including but not limited to DHS, UPS, FEDEX or USPS.
We ask you to submit payment when you submit your order, rather than at the end of the process. By entering and submitting your order, you authorize us to charge the full amount of your order to the payment method of your choice. Currently, we accept all major credit cards, and PayPal as methods of payment.
CHANGING OR CANCELLING AN ORDER
We cannot guarantee that changes or cancellations will be approved once your glasses have arrived at our lab. If your lenses are already being processed, and you need to make changes to your order, we will make every effort to accommodate your requests but once your order has entered our lab, we cannot make any changes to your order.
You may cancel or change your order before you send your glasses to the lab. If you cancel, we will refund you 100%. If you change your order, we will send you a confirmation of the changes and any additional charges before proceeding with the relensing process.
If we have approved a change to your order after the relensing process has started, you may incur additional charges for services already rendered.
We are not liable for your frames breaking or getting damaged when they are in our possession. All frames are inspected by our lab technicians upon arrival and will receive a “Pass” or “Fail” status before moving to production. You will be notified if your frames fail inspection; we will return your frames to you and issue a full refund. We Reserve the right to deny an order once received at the lab if the frames you send in are at risk of breaking or getting damaged by the re-lensing process.
FRAMES THAT FAIL INSPECTION
If your frames arrive at our lab and cannot be re-lensed, we will mail them back to you and issue a full refund minus the cost of shipping.
FRAMES THAT ARRIVE DAMAGED OR FRAGILE
If your frame arrives at our lab and is either damaged or fragile (very aged, worn out, or covered in stress fractures), it may break or become further damaged during re-lensing. If we think your frame might be at risk, we will email you to let you know and provide you with the following options:
- Choose to continue with your order, knowing the risks.
- Send us a different pair of frames to re-lens.
- Cancel your order for a full refund.