Frequently Asked Questions:
Frequently Asked Questions about Returns:
What happens when my package is returned to shipper?
What is your Return & Exchange Policy?
Can you make lenses for my own frames?
I am experiencing vision problems with the lenses I ordered, what do I do?
How long will it take to get my refund?
How do I send back the item(s) I want to return?
What if my product is Defective or Incorrect?
Do you offer a Repairs Service?
What Do I Do if my Frames Arrive Crooked?


What happens when my package is returned to shipper? TOP
  If your package has been returned back to us by the shipper, it is likely there was no signature for the package. If we receive a "return to sender" package, we will notify you with options listed below:

Option 1. Request a Re-Shipment: We will re-ship the package to you one time with no extra charge via USPS Priority mail or FedEx Ground. International re-shipments, upon customer approval, will be charged 50% of the original shipping fee for a re-shipment of a 'Returned to Sender' package.

Option 2. Request a Cancellation: Shipping fee's will not be refunded and restocking fee's may apply.

Option 3. Request an Exchange: Please contact us for more assistance.

If our returns department receives no answer from the customer regarding this situation within 7 days, option 2 (above) will be processed by default and will be considered finalized.
 
Related Question(s):
Does the package have to be signed for?
How do I Cancel my order?


What is your Return & Exchange Policy? TOP
 

All merchandise we sell to our customers are brand new and unused. We do not accept returns on merchandise that is not in resalable condition, including but not limited to, signs of wear and tear, altered products, missing/damaged contents such as cases, cleaning cloth, and packaging materials. If you have any questions regarding the condition of the merchandise prior to returning, please contact us for assistance.

Prior to return/exchange, please request a return authorization form. Please ensure that all packages shipped to us are sent with insurance and tracking service. We are not responsible for returned packages that are damaged due to mishandling during shipping. Returns generally take 7 business days to process from the day it is received. All shipping charges are the customers responsibility including re-shipping for exchanges. We will contact you if we have any questions.

INTERNATIONAL RETURNS
For international returns, please ensure the package is marked as 'RETURN WITH NO VALUE' so import taxes will not be charged. Otherwise, all import taxes must be covered by the customer. We are not responsible for any taxes associated with accepting an international return.

Each product has it's own terms, please see below:


FRAMES - Eyeglasses, Sunglasses & Clip-On's
All frame returns must be postmarked and sent back to us within 30 days of delivery. We charge a competitive 15% restocking fee for all returned frames for REFUNDS. All frame EXCHANGES will receive 100% store credit towards a new purchase of any other product we sell, including lenses.

LENSES
We guarantee your lens order will match the prescription provided by your doctor. If it does not match we will remake the lenses at no extra cost.

All lens orders are verified and inspected prior to shipping. Since lenses are custom made, all lens orders are not fully refundable. You may return lenses for a 50% store credit towards a new set of lenses of equal or greater value or you may receive 50% off the lesser priced lenses for your exchange request. All lens exchange requests must be sent back to us within 90 days of the delivery date.

If your doctor changes your un-expired prescription after you receive your order, you may return them within 90 days from the delivery date. We will remake the same lenses in the new prescription at no extra cost to you, aside from shipping, as a standard exchange request.

CONTACT LENSES
All contact lens sales are final. If your doctor changes your un-expired prescription within 90 days from the delivery date, any unopened boxes of contact lenses may be exchanged for your new prescription. The contact lens expiration date must not be less than a year if being exchanged for a supply in the new prescription. Opened or used contact lenses will not be accepted for exchanges.

ACCESSORIES
Accessories must be returned within 30 days of the delivery date minus a 15% restocking fee for a refund, or 100% store credit for an exchange.

Note: Customer is responsible for all shipping charges. No shipping charges will be refunded.

 
Related Question(s):
How do I send back the item(s) I want to return?
What if my product is Defective or Incorrect?


Can you make lenses for my own frames? TOP
  Only for frames which were previously purchased at GoOptic.com by an existing customer. Please contact us first, if you would like to send a pair of GoOptic purchased frames to have us make new lenses for them.


I am experiencing vision problems with the lenses I ordered, what do I do? TOP
 

If you received a prescription lens order from us and are experiencing vision problems please read below:

If you have not worn this prescription before:

Discontinue use and contact your prescribing eye doctor for further assistance. Your doctor may have misprescribed you and would have to correct it. Most eye doctors will be able to inspect the lenses to see what the problem may be. If your doctor changes your prescription, then please click here .

If you have worn this prescription before:

Discontinue use. There can be multiple factors creating this issue. To help identify the problem(s) you are experiencing, please take the lenses to your prescribing doctors office or local optical shop for an inspection. Please contact us for further assistance.



How long will it take to get my refund? TOP
  Please allow 7 business days for processing a return. Once a return has been processed and a refund has been issued, an email will be sent to you advising you of the refund and amount. Refunds may take up to 4 business days to post to your credit card statement from the day it is issued due to bank processing.


How do I send back the item(s) I want to return? TOP
  Please print out our RETURN AUTHORIZATION FORM, fill out completely and place in the package along with the return. This is not a shipping label. You may find the return authorization form on your online receipt that is emailed to you upon placing your order. If needed, please contact us for further assistance with obtaining a return authorization form.


What if my product is Defective or Incorrect? TOP
 

1 YEAR WARRANTY

All products we sell have a 1-year warranty against any manufacturing defects. Warranties do not cover damage or breakage caused by excessive conditions, which include but are not limited to, excessive wear, pressure, force, abuse, heat and moisture. Lens damage such as scratches, chips, and cracks must be returned within 7 days of receiving your order for repair or replacement.

If merchandise is confirmed as a manufacturing defect by our returns department and is non-replaceable or non-correctable, you will be entitled to a full store credit on the amount paid for the merchandise if the merchandise.  If you receive any merchandise that happens to be incorrect or defective with-in 30 days of your order date please contact our customer service department and a pre-paid domestic return shipping label that will be provided to you via email (printer needed) so you may return the defective/incorrect merchandise.

Our returns department will inspect the returned item(s) and item(s) which are confirmed as defective or incorrect, such as a re-do, replacement and/or correction will be processed. Replaced or Repaired merchandise accepted under warranty will be shipped back to the customer at no extra charge as long as the request is with-in 30 days from the original order delivery date.  If the request is past 30 days, then the customer will be responsible for the warranty processing fee of $15.00 (which includes the shipping fee), which will be applied to the account on file (unless another is provided).  If you return defective merchandise for a refund, restocking fee's will be applied accordingly. Please see our returns policy for more information. If our returns department does not find defects in returned merchandise, the package may be shipped back to you and shipping fee's will be charged to the payment method used to place the initial order.

We also do accept images via email if you choose to verify a defect prior to returning merchandise, please contact us to arrange this request.

MANUFACTURERS WARRANTY
Some manufacturers offer their own warranty on merchandise that is sold on our website. If a manufacturers warranty is offered, we will try to include the details with the merchandise. Manufacturers warranties are not the same as our 1-year warranty (which is listed above), please contact the manufacturer directly for the manufacturers warranty. For assistance with manufacturer contact information, please contact us and we will try to assist you.

 
Related Question(s):
What is your Return & Exchange Policy?


Do you offer a Repairs Service? TOP
 

We offer screw/bushing replacements and re-mounting of (drill-mounted) lenses to our existing customers for a handling fee of $15 + shipping. Unfortunately we do not offer any other repair services or replacement parts (nosepads,temples,etc.) at this time. Existing customers may request a return authorization for a replacement or re-mounting service as explained above by contacting Customer Service.

 
Related Question(s):
What is your Return & Exchange Policy?
What if my product is Defective or Incorrect?


What Do I Do if my Frames Arrive Crooked? TOP
  All frames without lenses requested arrive brand new directly from the supplier. It is possible for these frames to arrive crooked or out of adjustment. Please request a personal adjustment upon having lenses installed from your optical shop.

We pre-adjust all frames with lenses ordered from us to be as straight as possible before shipment. Not all heads are shaped the same, therefore, it may be beneficial for you to have the frames adjusted at your local optical shop. If you have trouble finding proper assistance with adjusting your new frames, please contact us to send the frames back and we will adjust them to our best ability. Crooked frames in most cases are not considered defective and can be adjusted to fit your face. The best adjustments are done when the wearer is in the physical presence of the adjustor.
 
Related Question(s):
What is your Return & Exchange Policy?
What if my product is Defective or Incorrect?

All frequently asked questions?
Shipping
Returns
Shopping
Prescriptions
Security & Privacy
Order Status
Contact Us

Still have questions?
  Call Us

1-877-634-2020
Local / International: 1-707-576-3217
Open 24x7
se habla espanol


Sending in your Prescription?
NOTE: Please include your order #

1-888-579-1155 (toll free fax)
Local / International: 1-302-385-0405
Scan & Email: prescriptions@go-optic.com
Open 24x7


Email Us
Send us an Email
Please allow around 24-48 for a response


Corporate Fax




CUSTOMER SERVICE
SHOP WITH CONFIDENCE
This website has chosen one or more Verisign SSL Certificates to improve the security of e-commerce and other confidential communication.
McAfee Secure certified sites prevent over 99.9% of hacker crime.

Site is Tested Daily to Pass SANS/FBI Top 20 Critical Tests.
Privacy Policy by TRUSTe