Returns & Shipping


Production Timing & Shipping

It may take up to 8 business hours for us to verify your contact lens and eyeglass prescription with your eye doctor. Once verified, most orders get shipped within 1 business day. If you choose to upload your prescription, you are more likely to have your prescription verified faster. *Torics, Colors, or Multifocal lenses may take some extra time to be shipped to you.

Return/Exchange Policy

All orders must be returned within 90-days of delivery of shipment. You may return any unopened boxes or glass vials that are in the original condition purchased from LensDirect for a store credit or refund. We are unable to accept returns of opened items not in original condition, or items returned more than 120 days after delivery. To begin the return process, please click here to contact us, and make sure to have your order information available.

Extended Warranty/Exchange Policy: Protection Plan

Currently, all customers are entitled to a refund of their order assuming the boxes are in their original condition, both unopened and unmarked, within 90 days of receiving their order. By adding the $10 Protection Plan, we extend your window from 90 days to 365 days (from date your order has been received). With the Protection Plan, after 90 days, all contacts that are still in their original condition, unopened and unmarked, will be eligible for either a refund in account credit, or exchange towards a different product of equal or lesser value. A valid RX is required for a change in brands or prescription. You may only do 1 exchange per year (or per order). This can only be added at point of sale, and not once item has been shipped. If you've paid for the Protection Plan and would like to exercise your benefit, please reach out to customer service by clicking here, and make sure to have your order information available.

Production Timing & Shipping

Once your order is placed, please allow 10-12 business days from when we receive your frames. (lens production can only begin once we have all your prescription information). Tracking information will be sent when your order is ready.

Return/Exchange Policy

The lenses are made custom to you and your prescription making all lenses final sale and cannot be returned/refunded.

There is a small window where changes can be made to the order. Please reach out to customer service with any changes as soon as possible. If the lenses have not been ordered there will be no additional charge. If the lenses have been ordered there will be an additional $20 lens adjustment fee.

Although we do not accept returns on the lenses, we are committed to customer satisfaction on all lenses. If within the first 30 days of receiving the lenses, you find they are not working based on the prescription you provided, you will be responsible for the cost of shipping the frame back in and we will re-make the lenses one time for you, at no charge. We do require a valid RX from your eye care provider noting the change.

For any other issues please contact our customer service team. We will do our best to make it right for you!

Cancellation Policy

Orders can be cancelled at any time prior to the frames entering our lab. Once the frames make it to the lab, we will be unable to cancel the order.

Production Timing & Shipping

Once your order is placed, please allow 10-12 business days for your lenses to be made and your frame to be shipped out (lens production can only begin once we have all of your prescription information). We will provide you a tracking number when ready.

Return/Exchange Policy

The frames and lenses are custom made and final sale. They cannot be returned. If you would like to exchange your glasses for a different color in the same style. You will be responsible for the cost of shipping the frame back to LensDirect.

If you want to exchange for a different frame style, you are responsible for return shipping plus a $20 exchange/restocking fee. To begin an exchange, please contact us and request an RMA # and provide a return address. For all questions/return inquiries, please contact us and include your order number.