What happens if I don’t like my glasses?
Our main goal is to ensure that you are happy with your purchase. If you are not satisfied with your glasses for any reason, you can return them within fourteen (14) days from the date of receipt for a 50% refund (excluding shipping cost) to the debit or credit card used for the transaction. Unused accessories can be returned for a 100% store credit (excluding shipping cost). Please note that gift card purchases are non-refundable and cannot be exchanged.
Returns must be made in original and saleable condition with all accessories included.
What happens if I make a mistake by writing my prescription or I just want to cancel my order?
We process our orders the same are received. You must email us at firstname.lastname@example.org in a timely manner in order to cancel or do changes in your order without any kind of costs.
What happens if the prescription is already in process?
All prescriptions processed (edge and mount) could not be canceled or change and will be charged as a final work.
What happens if there is a manufacturing mistake?
We guarantee the quality or our eyewear. If you feel there is a manufacturing mistake, you can return the glasses for inspection ten days(10) days from the date of receipt. If our inspection shows the glasses were made incorrectly, we will remake them for you at no charge.
What happens is there is a “Dr Error”?
Every prescription changed by “Dr. Error”, will be charged at a 25% discount (within a 30 days period).
You will need to contact us within the time period stated above to get your RA number (return authorization). Once you receive your RA number you can send us the package that includes;
- the frames with the original lens.
- the proof of purchase.
- a copy with the corrected prescription that the eye care professional provided so we can make the changes.
What is the warranty for Anti-Reflective (AR) Coating and Photochromic Lenses?
Defects in the anti-reflective (AR) coating are warrantied for (1) year and photochromic films are warrantied five (5) months. If you feel that there is a defect in the AR Coating or in the Photochromic Lenses, you can send in your glasses for retreatment within one (1) year for the antireflective coating and five (5) months for the photochromic films from the date of receipt.
This warranty does not cover normal wear and tear to the frames, lenses, or coatings, including damages caused by accidents, negligence, or improper care.
How do I get an RA number to return or send in my item?
If you need to return an item or send in your glasses for retreatment, please write us an email within the time period stated above to get your return authorization (RA) number. Once you received your RA number, you can send us a package that includes all of the following:
- The glasses with original packaging and proof of purchase
- A note with the RA number and a brief description of the issue that caused the return
- A copy of the prescription that the eye care doctor provided, so we can inspect the glasses and determine if they were made according to the prescription.
Mail the item via USPS First Class Mail Parcel to the following address:
PO BOX 367075
San Juan PR 00936
Original shipping costs and shipping costs for sending in returns are non-refundable
If you need to contact us, you can send us an email at: email@example.com