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Product Warranty

  • A 1-year warranty is included, against any manufacturing defects, on all products sold by FamilyEyeglasses.com, unless you have been informed of a final sale, which means no return/refund/cancellation. We will confirm with you before we process your order if this type of situation arises with your order.
  • Warranty does not cover damage or breakage caused by excessive conditions. Excessive conditions would include, but not limited to, excessive wear, pressure, force, heat and/or moisture. Any damage (scratches, chips, cracks, etc.) on lenses must be returned within 7 days of the day the merchandise is received.
  • If the merchandise is confirmed as a manufacturing defect by our returns department, and is non-replaceable and/or non-correctable, you will be entitled to full store credit ONLY on the amount paid for the merchandise.
  • If you are returning defective product within 30 days of the delivery date, please contact our customer service department after you have received the exchanged product, and we will gladly reimburse your shipping expense spent, up to $5.95 (per 2 items), for you having to return the defective item back to our returns department. This reimbursement will be refunded to your account that the order was originally charged on.
  • If any item(s) you receive from FamilyEyeglasses.com happens to be defective or is incorrect, a re-do, replacement and/or correction of the merchandise will be processed for you at no additional cost. A re-do, replacement and/or correction of the merchandise will be processed after it has been received from you and its defective and/or incorrect state is confirmed by our returns department. If you would like to return the defective merchandise for a refund, you may be subject to return fees and guidelines that are mentioned in our returns policy. If no defects are found with the merchandise, then you may be subject to shipping fees for this merchandise to be shipped back to you. The shipping fees will be charged on your same account and the shipping fees billed may be the same amount as it was billed in your original order.
  • Some manufacturer's and/or distributors offer their own warranty on the merchandise that is sold on FamilyEyeglasses.com. If a manufacturer and/or distributor warranty is offered, we will usually include these details with the merchandise, however, this is not always guaranteed. You would have to contact the manufacturer and/or distributor regarding their own warranty since the manufacturer and/or distributor warranty would not be considered the same offer as our 1-year warranty offer, as listed above. If you need assistance contacting a manufacturer and/or distributor, you may contact us and we will most likely be able to provide the appropriate contact information for the manufacturer and/or distributor of the product(s).
  • Any warranty replacement request that does meet the warranty replacement requirements may be refused and shipped back to the shipping address currently on file in your order. This may be shipped back to you the least expensive way at our expense, and we will not hold any responsibility for refused warranty replacements which are not received by the customer. Additional shipping fees that are currently offered in our Shipping Rates page will be applied if requested prior to the refused merchandise shipping out.

Returns and Exchanges

  • All returns must be returned within 30 days from the original orders delivery date.
  • Items that are returned for credit (money-back) will be charged a 15% re-stocking fee. Shipping fees will not be refunded.
  • Items returned for exchange will be used as a 100% credit on the returned merchandise towards any other merchandise that we sell. Any difference of the exchanged item will be handled by our billing department, and will be refunded / billed accordingly to your account. Shipping fees will be applied to the exchanged (new) order accordingly, as the shipping fees for the exchange will be the customer’s responsibility. The shipping selection can be made during the process of obtaining a return authorization form.
  • Please allow up to 7 business days for your Return/Exchange to start processing from the date we receive your returned package. We suggest that you purchase tracking services for your returned package shipment so you may obtain information of when we received your returned shipment. Returns are processed as soon as possible. Return for credits are usually processed immediately and an email notification is sent regarding your refund details once your refund has been processed. Purchasing insurance for your return package is also suggested since we are not responsible for returned packages that we have not received.
  • All contact lens sales are final. No returns or exchanges are allowed for contact lenses orders.
  • All lenses, lens coatings & tints for glasses are non-returnable and/or non-refundable.
  • All returns must be shipped back in the same condition in which it was shipped to you. All product materials (such as case, lens, box, cloth, etc.) that were included in your package are to be shipped back as well. We have the right to refuse any return if we find the returned item was used, did not include all packaging materials (as listed above) and/or not in the same condition it was sent to you.
  • If packages are received from us damaged caused by the shipping courier, then we require for the customer to report this immediately to our customer service department, so claim issues can be handled accordingly with the shipping courier. If this type of situation is not reported to our customer service department with-in 12 business days of the delivery date, then the damaged package which you received may not be accepted for a claim or a refund. If a shipment is lost, damaged or is missing contents that is related to an error with the shipping courier, then a reimbursement of the item may not be processed until the claim has been investigated and approved by the shipping courier. Shipping claims are usually made immediately with the shipping courier. After claim approval with the courier, a full refund to your account or a re-shipment of your order will be processed at no extra cost to you.
  • If the returned merchandise is missing any original packaging and/or materials such as the demo lens, case, cloth, etc. your returned product may be rejected.
  • If you receive a package with missing contents and/or damaged items, not caused by the shipping courier, you are to report this to our customer service department within 5 days from the delivery date so further assistance can be provided regarding this situation. If this is not reported with-in the 5 days from when you received the package, then further assistance may not be available for this type of situation.
  • Any return/exchange request that does not comply with the returns/exchanges policy may be refused and shipped back to the shipping address currently on file in your order. This may be shipped back to you the least expensive way at our expense, and we will not hold any responsibility for refused returns/exchanges which are not received by the customer and that do not comply with our returns/exchanges policy. Additional shipping fees will be applied if requested prior to the refused merchandise shipping out.
  • Any non-refundable product(s) will not be returned to the customer unless the customer requests for them to be returned, by the time the customers return has been reviewed/processed by the returns department. Customer will be responsible for paying any shipping fees associated with returning non-refundable product(s) back to the customer. If there is no request from the customer to return the non-refundable product(s) back to them, by the time the customers return is processed/reviewed, the non-refundable product(s) will be disposed and we will not hold any responsibility for disposed product(s), which have been disposed for any of the reasons mentioned above.
  • Be confident, that your shopping experience will be pleasant.