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Shipping and Returns Policy
The following are the terms & conditions that applies to all orders placed at FramesContacts, and applies to all of our customers. This guideline is to ensure quality products and high efficiency are consistently achieved for all orders.
You can also review our privacy policy here.
If the following information did not answer your questions, please contact our support team using this form.
These Terms & Conditions are subject to change without notice.
General Return Policies
Customer satisfaction is our primary goal at FramesContacts.
We are committed in facilitating a stress-free purchase and guarantee 100% accuracy on all prescription orders. We guarantee to make your lenses to the exact specifications you enter on our website. However, in the rare scenario that an error is made on our part with your prescription lenses, we will correct this at no extra charge. Please contact us immediately at support@framescontacts.com for further arrangements.
Please be aware that we are not liable for prescriptions that have been entered incorrectly by the consumer on our website.
Authorized returns are processed within 3 business days once the item is back in our possession. The 3 business days begins on the business day following our receipt of the product. Business days are Monday-Friday, excluding federal/provincial holidays within USA and Canada. We will notify you of any delays and will do our best to rectify any errors as quickly as possible.
If it is necessary to return a defective product, please note the following requirements:
- Before returning or exchanging an item, please contact our customer service department to obtain a Return Merchandise Authorization (RMA) number by emailing us at rma@framescontacts.com.
- Products can only be returned after obtaining an authorized RMA number from FramesContacts. Returning products must include with all of its original condition including all packaging materials, warranty cards, and instruction booklets.
- An authorized RMA number must be written on the outside of the package and/or on the return shipping label. Any returned items that are not accompanied by an official RMA number will not be accepted.
- Returns must be sent prepaid and insured for the full price by a trackable courier such as UPS, Federal Express or the Post Office to the address provided to you by the customer service representative.
- 20% restock fee apply on all returns within 15 days of receipt of item and must be in original condition with packaging, resalable condition. (*prescription lenses are non-refundable). Consumer is liable for all customs,duties,shipping and handling charges.
- Consumer is liable for all shipping cost for any defective replacement contact lenses. We may require you to send the defective lenses to manufacturers for analysis. Defective lenses may only be exchange for same lenses and prescription at no cost to you. Please contact support@framescontacts.com for further assistant.
Prescription Lenses Policy
All prescription lenses are custom made and are therefore non-refundable. This includes any optional extras that you may have chosen for your lenses (such as index level upgrade fee, Crizal coating upgrade, etc).
Contact Lenses Policy
Contact lenses are non-refundable, non-returnable. Please contact our support staff at support@framescontacts.com immediately if an error on our part has been found.
Solutions / Accessories Policy
All solutions and accessories are non-refundable, non-returnable.
General Shipping Policy
FramesContacts will ship your order as to the exact criteria specified by the customer during the ordering process. We are not responsible for information that is entered incorrectly and we do not ship to P.O. Box.
We will only ship your order after we are fully satisfied that it has met our quality control process as to ensure 100% accuracy.
Shipping Methods
Various shipping methods are used in order to get the product to the customer in a timely fashion. These include Canada Post, USPS, Fed Ex, and Purolator.
Processing Time
Once FramesContacts receives your order, we will begin processing it within minutes. Orders received between during weekends and holidays will still be processed within minutes, and then your order will be in line waiting various departments for fulfillment preparations. Processing times will vary depending upon availability of the product. Please keep in mind that if you order a less common product it may take slightly longer to process (for example, toric contact lenses which often have to be special-ordered can take up to an additional 7 business days to process). We appreciate your patience.
Taxes
Prescription glasses and prescription contact lenses are non-taxable.
Order Tracking
You will receive an email when your order ships containing your tracking number and instructions on how to track the status of your shipment at your courier's website. To determine if your order has been shipped, login to FramesContacts and check the status of your order.
Receiving
Once you receive your package, inspect all products and ensure that there is no damage. If there is extensive damage to the package when it arrives, refuse the order. If you receive damaged or incorrect product, contact Customer Service IMMEDIATELY at support@framescontacts.com. Please have your Order ID number from the enclosed invoice available.
Shipping Delays
FramesContacts is committed to make your shopping experience smooth and stress-free. We are focused on providing high quality products to our customers. However, at times there can be an error in the manufacturing process of lenses. In this scenario, we will notify you of any delays and will do our best to rectify any errors as quickly as possible. This is to ensure you receive exactly what was ordered to your specifications.
FramesContacts is not responsible for any delays caused by the courier or by any error with the shipping details you have provided us.
Cancellation Policy (if applicable)
Upon receipt of your order, FramesContacts begins processing it within minutes. Please email your order cancellation request to our customer support team immediately at support@framescontacts.com. All cancellation requests will be treated individually, case by case, from our support team members in the order they are received.
Please take note that we cannot guarantee an order is cancellable until fully reviewed by our staff at FramesContacts.
COLOUR AND PRODUCT IMAGES
The colours of our products that appear at framesContacts have made every effort to display as accurately as possible. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will be accurate. We have attempted to be as accurate as possible. However, we do not warrant that the product descriptions are accurate, complete, reliable, current, or error-free. Thank you for your understanding.
VALID PRESCRIPTION REQUIRED
You hereby certify that you have a valid prescription for any prescription contact lenses and eyeglasses that you order. You represent and warrant to us by placing an order for prescription contact lenses and eyeglasses that the information you enter into the Site is valid and true and matches exactly your prescription as provided by your eye care provider. You further certify that you will renew your prescription in strict accordance with your eye care provider's suggested regime. You represent and warrant that the prescription contact lenses you are ordering are replacement contacts lenses only and the original contact lens prescription was filled by your eye care provider. You understand that we will not fulfill your order for prescription contact lenses and eyeglasses unless you have a valid prescription. You hereby consent to our contacting your eye care provider, if necessary, to verify your prescription information and any other necessary information.
Thank you for visting FramesContacts