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Frequently Asked Questions for Lens Replacement

Help! I just placed my order, now what?

If you chose the pre-paid print option, simply pack your frames in a box (make sure frames are very well protected) and send them to us.

If you chose to have a box sent to you, be on the lookout for a LensDirect package that has all your supplies needed to ship your frames safely back to us. A pre-paid label will be provided, and you simply pack your frames into the polybag provided and put it in the mail.

Once we receive your frames, which should be around 3 to 5 business days from when you put them in the mail, we will get hard to work on replacing your lenses with brand new ones!

Click here for a more detailed explanation.

I have a pair of Ray-ban's, do you accept all brands frames?

Absolutely! All brands and all frames are accepted. We will gladly replace the lenses on your beloved Ray-Ban (or any name-brand frame you have) frames! Send them back with the pre-paid label provided and we will put new lenses in the frames you love.

I just placed a lens replacement order, how long will it take to get my new lenses?

The entire process generally takes 7 to 10 business days from the date we receive your order. Due to COVID-19, there are minor delays when utilizing USPS. *For a faster turnaround time, we recommend printing the pre-paid shipping label instead of getting the box delivered, that should cut down around 1 to 3 days on the overall process.

My prescription just changed, can I return or exchange?

Although we do not accept returns on the lenses, we do stand by a complete satisfaction guarantee on all lenses. If within the first 30 days of receiving the lenses, they are not working for you based on the prescription you provided, you will be responsible the shipping costs, and we will re-make the lenses correctly for you, at no charge. We do require a valid RX from your eye care provider.

How can I get my new lenses as fast as possible?

Great question! There are two ways to expedite your order.

1. Select print my own pre-paid shipping label (this saves 1 to 3 days)
2. Once you print your label be sure to get your frames in the mail ASAP so they arrive at our lab and we can get to work.

I need help with my order, who can I contact?

Our award-winning customer care team is here to help with a smile! Give us a call at 1-800-536-7111 to speak to one of our amazing representatives or email us at [email protected].