Production Timing & Shipping
It may take up to 8 business hours for us to verify your contact lens prescription with your eye doctor.
If you choose to upload your prescription, you are more likely to have your prescription verified faster.
Once verified, most orders get shipped within 1-2 business days. However, Torics, Colors, Multifocals,
and high prescriptions may take extra time to be shipped.
Return/Exchange Policy
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, excluding shipping and processing
fees associated with your order. We are unable to accept returns of opened or
marked items not in original condition, or items returned more than 90 days
after delivery. To begin the return process, please click here,
and make sure to have your order information available.
Extended Warranty/Exchange Policy: Protection Plan
Currently, all customers are entitled to a refund minus applicable fees 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 is 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 an exchange towards a different product of equal or
lesser value. A valid prescription is required for a change in brands or prescription. You may
only do one exchange per year (or per order). This can only be added at the point of sale, 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
Most DIY lenses are shipped out within 1-3 business days. Tracking information will be emailed when your order has been shipped.
Return/Exchange Policy
Our DIY lenses come with a 30-day return/exchange policy from the date of delivery.
To be eligible, the lenses must be both unused and in their original packaging.
Exchanges are available for the same frame only. The buyer will be responsible for
any cost difference, as well as a small charge for shipping on exchanges. Please reach
out to our customer support team at [email protected]
to receive an RMA #.
Fit Policy
If within 30 days you find the lenses do not fit properly, please reach out to our
customer support team at [email protected].
We may require either a picture verifying the frame information, or the frame sent in
for installation.
Scratch Policy
We offer a 90 day, 1-time replacement on any DIY lens replacement order due to scratches.
Please reach out to our customer support team at
[email protected] to begin the process.
The 1-time replacement is restricted to the same frame, color, and upgrade options
that were originally selected.
Production Timing & Shipping
Once your order is placed, please allow 7-10 business days from when we receive your
prescription and PD. All of our orders pass a quality check before shipping, some may
require processing time to make sure your order is perfect. Tracking information will
be sent when your order has been shipped.
Modification Policy
There is a small window where changes can be made to the order. Please reach out to our
customer support team at [email protected]
with any changes as soon as possible. Any modification made after the lenses have been
processed by the lab will be subject to a 25% 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.
Cancellation Policy
Prescription Eyewear
Eyewear orders can be canceled anytime prior to the lenses being processed by the lab.
Once the order has entered the lab there will be a 25% cancellation fee applied, as
the lenses are uniquely made and cannot be reused.
Non-Prescription Eyewear
Non-Prescription eyewear orders can be canceled at any time prior to the order entering
the shipping phase. Once the order is being prepared for shipping, we will do our best
to cancel, but it is not guaranteed.
Exchange Policy
Same style, new color
There is a 30 day window from the time your order is received to initiate an exchange.
Return the original frame and we will swap it out with a different color. You will be
responsible for the cost of shipping. Please reach out to our customer support team at
[email protected] to receive an RMA #.
New style
There is a 30 day window from the time your order is received to initiate an exchange.
A 25% exchange fee, as well as shipping will be applied to an exchange of a different
style of frame. Only 1 exchange to a different style will be allowed per order.
Please reach out to our customer support team at
[email protected] to receive an RMA #.
Return Policy
Prescription Eyewear
Eyewear orders are uniquely made and are unable to be returned.
If there are any issues with the order please reach out to our
customer service team. For issues with prescription please see our remake policy.
Non-Prescription Eyewear
Non-Prescription eyewear is eligible for a refund within the first 30 days of
receiving the order. The eyewear must be completely unused and in the original
condition. You will be responsible for the cost of shipping the eyewear back to
our facility. Please reach out to our customer support team at
[email protected] to receive an RMA #.
Scratch Policy
Your lenses are backed by a 1-time, 90 day scratch and coating warranty.
This warranty does NOT cover scratches stemming from improper lens care.
The 1-time replacement is restricted to the same lens options and prescription
that were originally selected.
Remake Policy
If your lenses were not made correctly according to the prescription and order
details provided to us when the order was placed, we will correct the issue at
no cost. Please note that there is a 30 day period from the time you receive your
order to alert us of any problems. Issues that are due to incorrect information
may be subject to a 50% remake fee, as well as the full cost of any upgrades /
package changes. Please reach out to our customer support team at
[email protected] to begin a remake.
Production Timing & Shipping
Once your order is placed, please allow 12-14 business days from when we receive your
prescription and PD. All of our orders pass a quality check before shipping, and
although most orders pass, some may need additional processing time to make sure your
order is perfect. Tracking information will be sent when your order is ready.
Modification Policy
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 25% 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.
Cancellation Policy
Prescription Eyewear
Eyewear orders can be canceled anytime prior to the lenses being processed by the lab.
Once the order has entered the lab there will be a 25% cancellation fee applied, as
the lenses are uniquely made and cannot be reused.
Non-Prescription Eyewear
Non-Prescription eyewear orders can be canceled at any time prior to the order
entering the shipping phase. Once the order is being prepared for shipping,
we will do our best to cancel, but it is not guaranteed.
Exchange Policy
Same style, new color
There is a 30 day window from the time your order is received to initiate an exchange.
Return the original frame and we will swap it out with a different color. You will be
responsible for the cost of shipping. Please reach out to our customer support team at
[email protected] to receive an RMA #.
New style
There is a 30 day window from the time your order is received to initiate an exchange.
A 25% exchange fee, as well as shipping will be applied to an exchange of a different
style of frame. Only 1 exchange to a different style will be allowed per order.
Please reach out to our customer support team at
[email protected] to receive an RMA #.
Return Policy
Prescription Eyewear
Eyewear orders are uniquely made and are unable to be returned.
If there are any issues with the order please reach out to our customer
service team. For issues with prescription please see our remake policy.
Non-Prescription Eyewear
Non-Prescription eyewear is eligible for a refund within the first 30 days of
receiving the order. The eyewear must be completely unused and in the original
condition. You will be responsible for the cost of shipping the eyewear
back to our facility.
Scratch Policy
Your lenses are backed by a 1-time, 90 day scratch and coating warranty.
This warranty does NOT cover scratches stemming from improper lens care.
The 1-time replacement is restricted to the same lens options and prescription
that were originally selected.
Remake Policy
If your lenses were not made correctly according to the prescription and order
details provided to us when the order was placed, we will correct the issue at
no cost. Please note that there is a 30 day period from the time you receive
your order to alert us of any problems. Issues that are due to incorrect information
may be subject to a 50% remake fee, as well as the full cost of any upgrades / package
changes. Please reach out to our customer support team at
[email protected] to begin a remake.
Production Timing & Shipping
Once your order is placed, please allow 12-14 business days from when we receive
your prescription and PD. All of our orders pass a quality check before shipping,
and although most orders pass, some may need additional processing time to make
sure your order is perfect. Tracking information will be sent when your order is ready.
* High prescriptions and sports frames may require additional processing time.
Modification Policy
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 25% 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.
Cancellation Policy
Lens replacement orders can be canceled anytime prior to the lenses being processed
by the lab. Once the order has entered the lab there will be a 25% cancellation fee
applied, as well as a $10 shipping fee, as the lenses are uniquely made and cannot be reused.
Return Policy
Lens replacement orders are uniquely made and are unable to be returned.
If there are any issues with the order Please reach out to our customer
support team at [email protected].
For issues with prescription please see our remake policy.
Scratch Policy
Your lenses are backed by a 1-time, 90 day scratch and coating warranty.
This warranty does NOT cover scratches stemming from improper lens care.
The 1-time replacement is restricted to the same lens options and prescription
that were originally selected.
Remake Policy
If your lenses were not made correctly according to the prescription and
order details provided to us when the order was placed, we will correct
the issue at no cost. Please note that there is a 30 day period from the
time you receive your order to alert us of any problems. Issues that are
due to incorrect information may be subject to a 50% remake fee, as well
as the full cost of any upgrades / package changes. Please reach out to
our customer service team to begin a remake.
