FAQs
Everything you need to know about ordering, shipping, returns and caring for your frames. If your question isn't here, reach us through the contact form and we'll help.
Orders & Processing
How long until my order ships?
Most frames process within 1 to 2 business days. Processing is the time we need to inspect, package and hand your order to the carrier. Shipping time starts after that.
What about custom, preorder or out of stock frames?
These need extra time. The estimated timeframe is listed on the product page, so check the description before you buy. Discontinued styles are no longer available for purchase.
Do you process orders on weekends or holidays?
No. Carrier pickup runs Monday through Friday, and orders placed after pickup, on weekends, or on major U.S. holidays are processed the next business day. Holiday closures can affect processing and delivery estimates.
Can I change my order after placing it?
Contact us immediately and we'll try. Once an order has finished processing or shipped, we can't guarantee changes.
Shipping
How much is shipping?
- USPS Standard, Midwest and East - $6.95
- USPS Standard, West Coast - $7.95 to $8.95
- UPS Ground, nationwide - $11.95
- Package protection, optional - $4.95
Do you offer free shipping?
Yes, on U.S. orders over $100 with USPS Standard.
How long will delivery take?
After your order ships:
- U.S.: 5 to 10 business days, with most orders arriving within 7
- International: 7 to 20 business days, with most arriving within 15 to 20
These are estimates, not guarantees. Customs and local carriers affect international timing.
Which carriers do you use?
USPS, UPS and other shipping partners where applicable.
Do you ship internationally?
Yes. International rates vary by destination, carrier, taxes, duties and customs requirements.
Who pays customs and duties?
You do. Customs fees, duties, import taxes, VAT and brokerage charges are set by your destination country and are your responsibility.
We can't control customs delays, rejected packages or country import restrictions. If an international order is returned because duties went unpaid, the address was wrong, or delivery was refused or uncollected, shipping fees aren't refunded.
Tracking & Delivery
How do I track my order?
You'll get an automated tracking notification by email or SMS using the details you gave at checkout. You can also track through the Shop app.
I haven't received tracking.
Contact us and we'll send it over.
My tracking hasn't updated.
Give the carrier time to scan the label. Tracking often lags behind the package by a day or two.
My package is delayed.
Once tracking is issued, your package is with the carrier. Weather, holidays, customs, staffing and transport issues can all slow things down, and these sit outside our control. Contact the carrier directly for the most current information. You can also reach out to us and we'll do what we can to help.
I entered the wrong address.
Contact us right away. We can't guarantee a change once the order has processed or shipped, and we'll do our best to help you locate the package. If it comes back to us because of an address error, reshipping may cost extra.
Package Protection
What is package protection?
An optional $4.95 add-on at checkout that covers eligible loss, theft or damage in transit. Optional, but we strongly recommend it.
My tracking says delivered but the package isn't here.
Check with your household, neighbors, mailroom, front desk and local carrier first. If it still can't be found, file a claim with the carrier. If you bought package protection, file through the protection provider as well.
Once a carrier confirms delivery, we aren't responsible for stolen or missing packages unless the issue qualifies under the protection provider's terms or is verified as a carrier error.
Returns & Refunds
What is your return policy?
7 days. If your frames aren't right, contact us within 7 days of delivery.
How do I start a return?
Contact us through the website. An associate will issue you a return authorization number. Returns without one may not be accepted.
What are the conditions?
- Shipped within 7 days of the delivery date recorded by the carrier
- Returned in new condition
- All original packaging and accessories included, meaning boxes, cases, cleaning cloths and anything else that came with your frames
What can't be returned?
Custom orders and discounted items are final sale.
Is shipping refundable?
No. Shipping fees aren't refunded once an order has shipped.
When can you receive returns?
Monday through Friday, 8:00 AM to 5:00 PM PST. Keep these hours in mind when sending an approved return or exchange.
My glasses arrived damaged.
Contact us immediately with DAMAGED PACKAGE in the subject line. We'll get you a replacement pair as fast as we can and send you a shipping label for the damaged one. It needs to come back in new condition with all original packaging and accessories.
Sizing & Fit
How do I find my size?
Care & Maintenance
How do I clean my frames?
Never start by wiping. Rinse with water first, or spray with a glasses cleaning solution. Dust and grit will scratch your lenses and frame if you drag them across the surface.
What should I avoid?
- Household chemicals. Most contain ingredients that break down lens coatings and damage frames.
- Paper towels, tissues and napkins. They feel soft but the fibers scratch.
- Your shirt. Same problem.
Use the cleaning cloth included with your frames, or any microfiber cloth.