Orders & Prescription
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Prescription Eyeglass Lens Policies
PRESCRIPTION LENSES
Prescription Eyeglass lenses are a final sale item and cannot be returned, changed or refunded once the lens making process has been initiated and or completed. Prescription lenses are a medical device which are custom made specifically for you and your frame.
Replacement Lens Express guarantees that your new lenses will be made to the prescription you have provided us with. Your new prescription lenses will be free from manufacturer defects in materials and workmanship. Our opticians are experts in filling orders for prescription eyeglass lenes. Our lenses are made using the highest quality lens material and coatings. All our lenses comply with the regulations put forth by the American National Standards Institute for Ophthalmic Prescription Lenses in the United States.
If you believe that your lenses may have a defect or error, please email us within 10 days of receiving your lenses to initiate an evaluation of your lens order.
HOW TO INITIATE AN EVALUATION OF YOUR REPLACEMENT PRESCRIPTION LENSES
If you believe that your prescription replacement lenses were made incorrectly you must contact us by email within 10 days of receiving your new lenses. You will need to provide us with your order number and explain why your new prescription lenses were not made correctly. We will ask you to return the lenses to our lab for evaluation from our opticians. Once we have received your lenses, we will evaluate the lenses against the prescription you originally submitted to us and determine if and where the error occurred.
Please note that fitting measurements like segment height and or pupil distance measurements are not considered a lab error and are not eligible for a courtesy lens replacement as the customer has been asked to provide this information when placing their order.
Once the lab has evaluated your lenses, we will contact you with their findings to discuss your options. If the lab has determined that they have made an error in making your lenses we will re-make your lenses as originally ordered at no additional charges to you. If the lab determines that there was no error on our part, we will contact you to discuss your available options.
If you have chosen to have your local optician evaluate the lenses before returning to our lab for evaluation, then we will require you to have your optician print out their lens meter reading, providing their findings on their official office letterhead. When returning your lenses to be evaluated and or re-made please make sure to enclose your opticians reading with your lenses and frame.
CHANGING OR CANCELLING YOUR PRESCRIPTION LENS ORDER
We work hard to process and fill your order in a timely manner so that you do not have to wait long for your new prescription lenses. We understand that sometimes you may want or need to cancel or make a change to your order. You can cancel or make changes to a newly submitted order or to an order that has not yet been marked “your frame has been received at the lab”. You may do so by emailing us with the subject title of PLEASE CHANGE OR CANCEL MY ORDER. Your email must include your order number and the changes that you would like to make. If the changes requested do not increase your order’s total price paid, we will make the changes to your order. If the changes you are requesting do change the total price you have paid, we will cancel and refund your order so that you can resubmit a new order with the changes you would like to make.
YOUR NEW PRESCRIPTION IS NOT WORKING AND THE DOCTOR HAS WRITTEN YOU A NEW PRESCRPTION
We understand that sometimes your new prescription lenses just do not feel right. You have 7 business days after your order has been delivered to notify us via email of a problem with your lenses prescription and that you have made an appointment to have your doctor perform a re-check examination.
After your appointment If your doctor has changed your prescription lens powers then we will extend a onetime 45% discount off a new pair of lenses to be made using the new prescription that your doctor has written for you.
This remake policy relates only to a written doctor’s change in your prescription. Only customers who have ordered and received their lenses within the last 15 days are eligible for this offer. The customer must have contacted us to let us know that they have determined that there is an issue with the doctor’s written prescription that requires the doctor to perform a recheck examination resulting in a new prescription being written. The customer must notify us when they are scheduled for their recheck eye exam. We will issue you a discount code for 45% off a new lens order based on the date of your eye exam. The customers must submit their new order within 30 business days of their eye exam of the offer is no longer valid and the discount code will expire and be unusable. The lenses will be re-made with the new prescription and the same lens material and options you had originally ordered.
YOUR EYEGLASS FRAME
Replacement Lens Express is not responsible for frames or other items sent in by you that may get damaged or lost while in transit to our optical laboratory. Frames sent to us that break due to their age, defects or damage due to shipping and handling will be returned to you so that you may exchange them with the original reseller from whom they were purchased.
We take tremendous care with your frames, however, defects, age and weaknesses which may not be outwardly visible can result in a broken frame. RLE is not responsible for the breakage of a customer’s frames during the lens making process. In the rare case that your frame is damaged while in the re-lensing process we will contact you via email to make you aware. You will be given the option to send in another frame for re-lensing or you may choose to cancel your order, have your frame returned to you and receive a 50% refund of the lens price.
FRAMES AND PRESCRIPTION LENSES PURCHASED FROM US
Customers who have purchased both frame and prescription lenses from us and are having a problem with either the new prescription lenses or have received a defective frame must contact us within 5 business days and describe the problem that they are having so that we can resolve the issue with you. Please see the policies surrounding Prescription lenses above for what is and isn’t eligible for prescription lenses.
FRAMES ONLY PURCHASED FROM US
If you purchase a frame from our website, you can return it within 10 days of purchase for a refund. You must contact us within 10 days to request a return or exchange of the frame.
All frames being returned after the 10 business days’ time allowance will be charged a 15% restocking fee, which is standard across the entire industry. The frame must be returned to the lab in brand new condition with all the original items included in the package (frame, case, clothes, ETC).
The restocking fee (if applicable) will be deducted from the total purchase price of the frame cost. The original shipping charges are not refundable. The refund (less the 15% restocking fee if applicable) will be issued once the lab receives your return frame package back at the lab and has inspected it.
PLEASE NOTE: The customer is responsible for the cost of shipping the return package back to the lab. Frames which have been marked as final sale, special order or have been marked as discontinued cannot be returned, refunded or exchanged.
RAY-BAN NON-PRESCRIPTION REPLACEMENT SUNGLASS LENSES
All our Ray-Ban Non-Prescription Replacement lenses are ordered direct from the Ray-Ban manufacturer which is in Italy. When you placed your order, you acknowledged that the lenses could take up to 20 business days to arrive at our lab. Once your order has been marked as “Ray-Ban lenses have been ordered” you are not able to cancel your order. All Ray-Ban authentic non-prescription replacement sunglass lenses are considered a special-order item and are a final sale item and cannot be exchanged or returned for a refund.
PRESCRIPTION LENS SCRATCH WARRANTIES
All prescription lenses come with scratch coating and anti-glare coating on the lenses. All prescription lenses are warranted against scratching due to normal wear and tear conditions one time and within 6 months of the date of your package being delivered. The customer must contact us to receive authorization to return the frame and lenses under the scratch warranty. The customer is responsible for the charges to ship both their frame and scratched lenses back to us to be evaluated and remade. The lenses will be remade using the same prescription, lens material and enhancement of your original order. No changes to the lenses or frames will be allowed.