RETURNS / REPAIRS
If the eyeglasses you ordered have been incorrectly produced by the lab, we will correct them to the specifications of the original order at no additional expense to you. There will be no changes made, however, from the original order specifications (prescription, lens type, frame, color changes). We do not provide full refunds; rather the original order is fulfilled.
All returns require a return authorization (RA) number, and the glasses must be returned in the case in which they were originally shipped, as well as with the correct order number for the glasses being returned. Please record the RA number on the yellow order number label on the plastic bag in which the glasses are originally shipped. You may call the office for the number that applies to your order. Glasses sent back to the office without an issued RA will incur a $4.95 s/h charge for return to the customer.
In addition, if the glasses are returned with the incorrect order number, then any subsequent production error is not the responsibility of Zenni Optical, and there will be no further corrective action taken at Zenni Optical's expense. It is the responsibility of the customer to properly document returns.
Any return/warranty issue must be addressed within a thirty day period of delivery date.
Returns must also include the order number, a short note stating the reason for the return, and a copy of the prescription, if there's a production question. The glasses must be returned in their entirety, in the case in which they were initially shipped, and they must be received within thirty days of the initial delivery date to the customer. If the glasses are being returned because they do not appeal to the customer, for any reason, a -50% refund will be made if the glasses arrive within a thirty day period. Glasses returned after the expiration of the warranty period will not be refunded in any amount, and no further consideration will be due.
We do not refund postage until and unless it has been determined that the glasses were incorrectly produced, at which time we'll refund $1.65 first class USPS postage, only, per pair returned. We are not responsible for charges incurred in sending things back by priority mail, UPS, Fed Ex, or any similar method of shipping.
If you are returning glasses for a -50% refund, the refund, in most instances, will be reflected on the next billing cycle of your credit card. If the transaction takes place at the end of a cycle, it may not appear until the following month.
If you’ve lost a nosepad or have loose or missing screws, we supply those in reasonable quantity on a continuing basis, without charge, as well as a tool to facilitate their replacement. You need to provide the order number and the frame number when you request such service parts so that we may verify the frame number and record the service parts sent.
If you’ve broken a frame, you may reorder a replacement frame directly from the website, if it’s still available in the inventory. To order, click on the "Buy just the frame" check-box in the upper right corner of the order page, then click "Add to cart". You'll see the price of a frame only is half that of the regular price. Each frame which requires screws/nuts, etc., will be sent with a small tool calibrated to the size of the hardware of the frame to facilitate the lens exchange. In most instances, the lens exchange is very simple and intuitive. If a customer is not comfortable with replacing the lenses in a frame, most local generic optical shops will perform this service for a nominal charge.
We do not repair eyeglasses, replace lenses, or accept other manufacturer's glasses for any reason.
We hope you enjoy your glasses and healthy vision.