FAQ: Returns, exchanges, warranty support

I want an RMA because...

  We will refund it OR We will replace it We will pay return shipping As long as you contact us within
I haven't tried it out
I received the wrong thing or it was damaged in transit Yes Yes Yes 15 days
I changed my mind. It's still sealed. Yes No No 30 days
I tried it but it didn't work out
Devices, equipment (e.g. moisture goggles, lens insertion stands) Yes No No 30 days
Optical products (Ziena glasses; budget eyewear) Yes* No No 30 days
Disposable or consumable products (e.g. drops, gels, ointments, lens solutions, adhesives No No No n/a
The product is defective Please see below.

    Return procedures

    1. Please call or email with your order details, what you wish to return and why.
    2. Return labels: US customers - we will provide an RMA and return label. The cost of this label will be deducted from your refund or credit and we will use the cheapest shipping method available. Customers outside of US will need to arrange return shipping on their own.
    3. Make sure to include all parts and packaging. Incomplete returns will receive a partial refund at our discretion, because we cannot get manufacturer credit for them.
    4. Pack it securely.
    5. All Ziena, 7Eye and WileyX eyewear returns will be charged a $7.50 restocking fee. 

    Please contact us with questions if you need help finding a good alternative. Refunds are typically issued within 2 business days of receipt of product. (Please note that shipping is not refundable, only products.)

    Defective products and warranty support

    Some items are covered by a manufacturer's warranty. Anything that isn't, we look after ourselves. Let us know if there is a problem with any product purchased from us and we'll let you know what we can do or what the manufacturer can do for you and how to get in touch with them.