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, Multifocals, and high RX lenses may take some extra time to be shipped to you.
All orders must be returned within 90-days of delivery of shipment.
You may return any unopened boxes 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 (marked, opened, etc.), or items returned more than 90 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 the 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 an 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.
The lenses are made custom to you and your prescription, making all lenses final sale and cannot be returned / refunded.
Your new lenses are backed by a 1-time, 90 day scratch and coating warranty.
RX changes within 90 days are subject to a 1-time remake at no cost. We require a new RX with a prescribed date within 90 days from the time of the receiving the order.
RX issues due to an outdated or incorrectly entered prescription will be subject to a 50% remake fee, as well as a new RX noting the changes.
If you believe there is a defect or issue with the lenses, please reach out to our customer service team. We will do our best to resolve the issue. Any issues by LensDirect within the 90 day warranty period will be fully covered. Other issues may be subject to additional fees.
All remakes may require additional feedback or measurements. Our customer service team will inform you of any additional information needed to provide you with the appropriate lenses. Without this information, your remake may be delayed or canceled.
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. Any modification made after the lenses have been processed by the lab will be subject to a $20 modification fee, as well as the cost difference for a package of greater value. Please allow for additional time for your order to be completed if there are adjustments made.
Lens Replacement orders can be canceled at any time prior to the frames entering our lab. Once the frames make it to the lab, orders cannot be canceled.
Eyewear orders can be canceled anytime prior to the lenses being processed by the lab.
If you want to exchange your eyewear order for a different frame color, 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.
Our DIY lenses come with a 30-day return policy. To be eligible, the lenses must be both unused and in their original packaging.
We provide a 30 day window from the time of receiving the lenses to process an exchange. Upgrades or color changes are available for the same frame only. The buyer will be responsible for the cost difference, as well as a small charge for shipping on exchanges.
If within 30 days you find the lenses do not fit properly, please reach out to our amazing customer support team for resolution. We may require either a picture verifying the frame information, or the frame sent in for installation.
We offer a 90 day, 1-time replacement on any DIY lens replacement order due to scratches. Please reach out to our customer service team to begin the process.