FAQ: Returns, exchanges, and warranty support

Self-service return portal

I want an RMA because:

Can I get a refund?

Replacement?

Prepaid return label?

How long do I have?

CASE 1: I received the wrong thing or it was damaged in transit

Yes

Yes

Yes

15 days

CASE 2:  I changed my mind. The product I ordered is still sealed.

Yes

No

Yes ($5)*

30 days

CASE 3: I tried it but it didn't work out for me (policy depends on product type)
Night moisture goggles, masks, warm compresses, lens insertion stands and other durable equipment / devices 
Yes
No

Yes ($5)*
30 days
Ziena glasses and other optical products
Yes*
No

Yes ($5)*
30 days
Drops, gels, ointments, salines, and other disposable or consumable products 
No
No
No
-
CASE 4: The product is defective 
Yes
Yes
Yes
Varies by product
Please see warranty section below

    *There is a $5.00 charge for this return label, which will be deducted from your product refund when your return is received and processed.

    Return procedures

    1. Use the Return Portal for self-service returns, or contact us with your order details and the reason for the return.
    2. Return labels: US customers - we will provide an RMA and return label. There is a flat fee of $5 per return label, which will be deducted from your refund or credit 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 or store credit at our discretion.
    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.

    For best results:

    • Consult your eye doctor prior to purchase.
    • Read product descriptions carefully.
    • Open your package immediately upon arrival.