RETURNED MATERIAL AUTHORIZATION (RMA) PROCESS
All returns require a Returned Material Authorization (RMA) number. We have a few methods for you to contact us for your request:
- Go to your order and select Request Return. This is in your account or on the order confirmation mailed to you. MAKE sure you type the reason for the return.
- Contact our customer service representative via email at sales@glasslenseyewear.com to obtain an RMA number prior to returning the product.
- Go to our Live Chat at glasslenseyewear.com and request to speak to a rep to receive a RMA number.
- Call us at 484.773.0285 to speak with one of our courteous representatives.
Products will not be accepted for return if not accompanied by a valid RMA number, which must be clearly marked on the outside of the package or included in the package. Products returned without a RMA will be sent back to the customer as is.
DAMAGES & SHIPPING ERRORS
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
PRESCRIPTION GUARANTEE
All prescription lenses are special made orders, and are therefore non-refundable. However, we understand there may be times you want to change the frame even though the prescription lenses are perfect. If, within 30 days of receipt of the product, you wish to exchange your prescription glasses for a new pair, we will work up special discounted pricing for the purchase of a new pair. Also, if there was human error entering the prescription or any information was incorrect, we will also offer special pricing for a remake of a new pair of glasses.
We guarantee 100% accuracy on all prescriptions or they will be remade at no charge. Prior to leaving our lab, all prescription eyeglasses undergo a stringent quality control hand inspection. The lenses are checked at four different stations for accuracy. We pride ourselves in our workmanship. Accurately filling your prescription is our number one priority. In the unlikely event that our quality control measures fail, we will promptly and courteously remake the lenses.
No prescription order can be canceled once it enters our lab; however, if you wish to cancel your order before it goes into the lab (usually in less than one business day), there might be a $15 cancellation fee to account for clerical time and card processing fees.
If something needs to be updated with your prescription order after it has been placed, we will make every effort to make the requested change. There are times that it will be to a certain point in the lab, that we will not be able to honor your request.
When you purchase any frames without lenses or non-prescription stock item, you have 14 days from the date you receive the product to return the product for a 100% refund, less the shipping costs. Returned products must be in the original packaging and condition or a 30% restocking fee will be deducted from your refund. If you charged your purchase, you will receive a credit within 10 business days of our receipt of your returned product.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at sales@glasslenseyewear.com.
