Eyewear Warranty and Policies

Returns

Your prescription eyewear order is custom, so once the order is in process it cannot be refunded. For non-prescription sunglasses, store credit will be given within 14 days for eyewear returned in new condition (undamaged and with all original packaging).

For sanitation reasons, we cannot accept returns of used eyewear straps, bands, or other worn accessories.

Lens Warranty Information

Lab Defects: All lenses are inspected before dispensed. However, if your lenses appear to have a manufacturing defect at the time of pickup, we are happy to replace the lenses within 14 days at no charge.

Scratches: Our premium house lenses have a one-year one-time replacement scratch warranty and covers lenses scratched for any reason and any peeling, cracking, and heat damage to the coating. Scratch warranty lenses will be remade with the same prescription and materials as the original lenses. Additional charges may apply for any changes to prescription or materials made on a scratch warranty remake. Both scratched lenses must be returned, we are unable to warranty lost lenses. If only one lens is returned, the warranty will be charged at the retail cost of 50% of the pair (in other words, at the cost of a single lens). Uncoated lenses, including safety-grade lenses, glass lenses, and hard-coat-only lenses have no scratch warranty.

Upgrades/Downgrades: If you decide that you want to upgrade your existing lenses with any additional lens options within 90 days of your original purchase, you may upgrade at the cost of the chosen options (for example, adding sun-darkening or upgrading to a thinner material). Please note that some upgrades may void the lenses’ original scratch warranty. No refund or credit can be given for downgrades (for example, progressive to bifocal or single vision, or removing sun-darkening or coatings).

Lenses purchased through an insurance company (for example, VSP) may have a different warranty than what is stated above. In some cases additional insurance rules may apply to warranties, please refer to your plan for details.

Frame Warranty Information

If any part of your frame has a manufacturer’s defect, we will repair or replace the defective part or frame one year from the original date of purchase. In the rare case that we are unable to repair or replace the frame, a store credit will be issued for exchange for a replacement frame in the amount originally paid by you or your insurance’s payment to us (please note that due to price changes and insurance adjustments, this may not be the full current retail value of the frame).

This warranty is VOID if glue of any kind, adhesive or non-removeable tape is applied the frame, or the frame is welded, drilled or soldered into. We are unable to warranty lost frames. Manufacturer’s defects do not include accidental breakage or normal wear and tear.

EXCEPTIONS: No warranty is offered for WA State Medicaid (Apple Health) frames and lenses, closeout or clearance frames ($49 and under), or frames which have been previously replaced under warranty two or more times. Frames made out of natural and recycled materials (including wood, horn, and fiber) may have normal variations which are not considered defects. Warranty only applies to the original purchaser of the eyewear and is non-transferrable. Some manufacturers may have warranty periods which exceed the standard one-year we offer.

Broken Frames

Frames broken by accident, abuse, or mishandling are not covered under manufacturer’s warranty. In most cases, we are able to quickly and easily repair broken frames. If we are able to repair the frame in-house without the use of additional parts, the charge is $20. If the repair requires the frame to be sent out to our partner repair facility, the charge will range from $70-120. If the repair requires frame parts to be ordered from the manufacturer, the cost will generally be 40-100% of the original cost of the frame. You may ask for an estimate before we begin repair work.

We are not able to repair frames when glue of any kind, adhesive or non-removeable tape is applied the frame, or the frame is welded, drilled or soldered into.

We are unable to credit or warranty lost frames. At least one frame front and two temples must be returned for credit or warranty. In case a full frame is not returned, the warranty will be charged at the retail cost of 50% of the frame.

Adjustments

Occasional readjustment of frames and replacement of nose pads are expected. Please let us know if you need any of these services. Adjustment is complimentary for any eyewear purchased at our office. Otherwise you may purchase a $30 service and adjustment package for each set of eyewear purchased elsewhere. We may decline to adjust a frame if we determine there is risk of breaking the frame, or if we would not have replacement parts available if it were to break during adjustment.

Lens Replacement

Any frame which has already had prescription lenses previously inserted is always at risk of breakage during the process of manufacturing new lenses. Because we are not able to anticipate the condition of used patient frames, we are not able to warranty or cover replacement of any used patient frame which breaks. Regardless of condition or age of the frame, this disclosure applies to any existing frames being reused at your request.

We are generally unable to return original lenses when they are replaced inside of a frame. If you would like to keep your original lenses, please let us know when you drop them off and we will remove the lenses for you at that time.

Prescription Checks

You may request a recheck of your glasses or contact lens prescription within 90 days of your initial exam.

After 90 days, a new test to determine the glasses prescription and contact lens evaluation will be required and charges will be assessed accordingly.

Professional services are nonrefundable once provided. Glasses and contact lens prescriptions may not be released until payment is received and/or until use of insurance benefits have been authorized.

Unclaimed Eyewear

Any eyewear that has not been picked up by 6 months after you are notified of completion may be automatically returned to vendor. You may request that the eyewear be shipped to you, subject to shipping costs. Frames that can be restocked will be credited to a future eyewear purchase in the original value you originally privately paid for the frame, which does not include any share an insurance or third party may have paid for the frame. Lenses are non-refundable. Insurance claims cannot be reversed or revised for unclaimed eyewear.

Contact Lens Policies

A contact lens evaluation is required for a contact lens prescription. This is in addition to a standard eye examination and additional fees apply.

The doctor may decline to fit the patient in contact lenses for any reason, this will be explained at the time of the exam.

First time contact lens wearers are required to have a training in contact lens use and safety. The patient will be required to demonstrate that they are able to safely insert and remove a contact lens before any contact lenses are dispensed.

Finalization of contact lens prescriptions may require a medically necessary follow-up evaluation. Prescriptions are voided if this follow-up is not completed within 6 months of the initial evaluation.

Prescriptions expire two years from the prescription date unless a shorter time period is warranted by the health of the eye. Washington state law prohibits the sale of contact lenses if a prescription has expired.