Love them, or we’ll make it right.
Every lens is custom-made to your prescription, so we back it differently: a 30-day satisfaction window, free remakes whenever the mistake is ours, and a 1-year manufacturing warranty. Here's exactly how it works.
If something isn’t right
Three simple steps — and a real person (often a licensed optician) on the other end.
Tell us what’s wrong
Email your order number and a quick description of the issue — the sooner the better, so we can help fast.
Often with an optician
We troubleshoot with you — checking the prescription, the fit and your adaptation period — to pinpoint what’s off.
And make it right
If the error is ours, your remake is free. If your prescription changed, it’s a one-time 50% remake. We never leave you with lenses you can’t use.
Exactly where you stand
No fine-print surprises. Here’s what our guarantee covers — and the few things worth knowing up front.
Covered by our guarantee
- Lenses made incorrectly against the prescription you submitted
- Coating defects like peeling or bubbling, or material flaws
- Lenses that don’t match the specifications you ordered
- A frame damaged while in our care — replaced or fully refunded
Good to know
- Custom lenses are final sale once production begins
- Everyday wear, scratches from use and accidental damage aren’t covered
- Prescription changed? One remake at 50% off (send back the original lenses)
- For remakes, return shipping is yours unless the mistake was ours
The numbers, in plain sight
- Cancel before you ship your frames
- Free — full refund
- Cancel after we receive them, before production
- $25 cancellation fee
- Cancel once production has started
- Not possible — lenses are custom-made
- Frame not suitable for lenses
- $25 processing fee; lens cost refunded, frame returned
- Prescription changed within 30 days
- One-time remake at 50% off
- Lens production time
- 5–10 business days once we have everything
- Manufacturing warranty
- 1 year on coatings, materials & workmanship
Everything else about returns
Because every lens is custom-made to your exact prescription and frame, lens orders are final sale once production begins — they can’t be resold or reused. Instead, you’re protected by our 30-day satisfaction window, free remakes when the error is ours, and a 1-year manufacturing warranty.
You have 30 days from receiving your lenses to report any issue. If something isn’t right, contact us and we’ll make it right — starting with a free remake whenever the mistake is on our end.
Contact us right away — don’t wait. We’ll troubleshoot with you (adaptation period, prescription verification). If the error is ours, your remake is free; if your prescription needs updating, it’s a one-time remake at 50% off. We’ll never leave you with lenses you can’t use.
If your prescription changes within 30 days of receiving your order, we’ll do a one-time remake at 50% off. We’ll need a new prescription from a licensed optometrist, and your original lenses returned.
Before you ship your frames: no fee and a full refund. After we receive them but before production starts: a $25 cancellation fee. Once production has started, the order can’t be cancelled, because your lenses are already being custom-made.
If your frame arrives cracked, damaged, the wrong size, or made of an incompatible material, we’ll contact you right away. A $25 processing fee applies, we’ll return your frame, and the lens cost is fully refunded minus that fee.
Our 1-year manufacturing warranty covers coating defects (peeling, bubbling), material defects, manufacturing errors and workmanship issues. Normal wear and tear, scratches from use, and accidental damage aren’t covered.
We handle every frame with extreme care, but if we damage it we’ll make it right: a comparable replacement frame at no cost, a brand-name frame at our cost, or a full refund. Note that we can’t be held liable for damage to pre-owned frames.
Free two-way shipping is included with your original order. For returns and remakes, return shipping is the customer’s responsibility unless the error was ours — in which case we cover it.
Turnaround is 7–10 business days once we have everything we need — your frames, your complete prescription, and any required measurements like PD or fitting height. Every pair passes a licensed optician’s inspection before it ships.
Email us with your order number and a detailed description of the issue, and we’ll take it from there. Contact our care team — we’re here Mon–Fri, 9am–5pm EST.
Looking for the full legal terms? Read our Refund Policy and Terms of Service.
Keep your frames. See clearly — guaranteed.
Order online, mail in the frames you love, and we'll craft new lenses — backed every step by our satisfaction guarantee.