Privacy Policy

What to do if my order arrives damaged?

If your order arrives damaged, follow these steps to address the issue:

  1. Document the Damage: Take photos or videos of the damaged package and the contents inside. This visual evidence will be useful when contacting us for a refund or exchange. 
  2. Check the Packaging: Inspect the packaging for any signs of mishandling or damage. This information will be important to provide when reporting the issue. 
  3. Contact us: Reach out to our customer support department via email Explain the situation and provide them with the necessary details, including the order number, description of the damage, and supporting documents. 
  4. Review the Return Policy: Familiarize yourself with our return policy to understand the steps and requirements for returning damaged items. It may involve filling out a form, providing additional documentation, or following specific instructions.
  5. Follow Return Instructions: when we approve the return, we will provide instructions on how to proceed. This may involve returning the damaged item, packaging, and any included accessories. Adhere to our instructions to ensure a smooth return process.
  6. Request a Replacement or Refund: You can request either a replacement of the damaged item or a refund. Make your preference clear when communicating with our team. 
  7. Arrange for Return Shipping: If we require you to return the damaged item, inquire about our preferred shipping method and any associated costs. Keep copies of shipping receipts or tracking numbers for your reference.
  8. Escalate the Issue if Necessary: If you encounter difficulties and we are unresponsive, consider escalating the issue to our CEO

Remember to stay polite, provide accurate information, and keep all communication records, including emails, receipts, and any agreements or promises made by the seller. Promptly addressing the issue will increase the likelihood of a satisfactory resolution.

Do you offer RX friendly frames? Yes we do! Email to place a RX friendly order. 

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