Return & Refund Policy

Our guarantee

We want you to love your new lenses. If something isn’t right — fit, prescription, coating, or any issue caused by our lab — we’ll remake them at no charge or refund the lens cost, whichever you prefer. Just let us know within 30 days of receiving your order back.

What is covered

• Lenses that do not match the prescription or measurements you provided (or our confirmed specifications).
• Visible defects in material, coating, or edging that happened in our lab.
• Lenses that do not fit your frame securely because of a sizing or shape error on our part.
• Orders shipped to the wrong address or significantly delayed due to our error.

What is not covered

Because every lens is custom-cut to your prescription and the exact shape of your frame, we cannot resell or restock returned lenses. For that reason, the following are not eligible for a refund:

• Change of mind, color preference, or style decisions after the order has been placed.
• Lenses made to a prescription that you entered incorrectly.
• Damage caused after delivery, including scratches, heat exposure, or improper cleaning.
• Frames that were already damaged, bent, or fragile before they reached our lab.

If you entered your prescription incorrectly and the lenses are unwearable, contact us. We can often remake them at a reduced cost and will do our best to find a fair solution.

How to start a return or remake

1. Contact us through the contact form or call 801-956-2021 within 30 days of receiving your order.
2. Tell us your order number, what’s wrong, and whether you prefer a remake or a refund.
3. We’ll email you a prepaid return label if the issue is covered by our guarantee.
4. Pack the glasses in the same protective box if possible and drop them at any USPS location.

Refunds

Refunds are issued to the original payment method once we receive and inspect the returned lenses. Please allow 5–10 business days for the refund to appear on your statement after we process it. Shipping costs are not refunded unless the return is due to our error.

Shipping and frame returns

Free shipping both ways is included with every remake covered by our guarantee. If you cancel an order before we begin cutting your lenses, we will return your frames at no charge. If lens work has already been completed, your frames will be returned with the lenses installed.

Frame damage

We inspect every frame before work begins and photograph it for our records. If your frame arrives at our lab with pre-existing damage or is too fragile to handle safely, we will contact you before proceeding. We are not responsible for frames that break due to age, brittleness, or prior damage.

Questions?

We’re happy to help. Reach the Utah team through the contact page or by calling 801-956-2021.