Shipping policy
Shipping Policy
At Frame of Mind, we carefully inspect and package every order to ensure your new eyewear arrives in perfect condition. We strive to process and ship your order as quickly as possible.
Non-Prescription Eyewear
Non-prescription eyewear typically processes within 1 to 2 business days.
Custom-Made, Out of Stock, Discontinued & Preordered Eyewear
Custom-made, preorder and temporarily out of stock items may require additional processing time.
These items will ship within the estimated timeframe listed on the product page.
Discontinued items will no longer be available for purchase.
Please review the product description before purchasing to confirm.
Shipping Time
Shipping time begins after your order has completed processing and has been handed to the carrier.
Estimated shipping timelines:
- U.S. Orders: 5 to 10 business days
- International Orders: 7 to 20 business days, depending on destination country, customs, and carrier processing
Most U.S. customers receive their orders within 7 business days after shipment.
Most international customers receive their orders within 15 to 20 business days, depending on customs clearance and local carrier timelines.
Shipping times are estimates and are not guaranteed.
Prescription Order Delays
To avoid delays, please make sure all prescription details are accurate at checkout.
Delays may occur if:
- Prescription information is missing
- Prescription details are entered incorrectly
- PD measurements are missing or inaccurate
- A prescription needs clarification
- The prescription is expired
- A specialty lens or coating is selected
- Lab review or remake processing is required
Frame Of Mind is not responsible for delays caused by incorrect, incomplete, or missing prescription information submitted by the customer.
Carrier Delays
Once an order has been shipped and tracking has been issued, the package is in the possession of the shipping carrier.
Carrier delays may occur due to weather, holidays, customs, staffing delays, transportation issues, incorrect addresses, or other circumstances outside of the control of Frame Of Mind.
If tracking has not updated or your package appears delayed, please contact the carrier directly for the most current information. You may also contact us, and we will do our best to assist you.
Frame Of Mind is not responsible for carrier delays once the package has been accepted by the shipping carrier.
Shipping Carriers
Frame Of Mind ships orders using available carrier services, including USPS, UPS and other shipping partners when applicable.
Packages are typically picked up for shipment Monday through Friday by approximately 3:00 PM PST, excluding holidays.
Orders placed after pickup time, on weekends, or on holidays will be processed on the next business day.
Shipping Rates
Frame Of Mind offers standard and expedited shipping rates at checkout.
U.S. orders may be eligible for free standard shipping.
International shipping rates vary based on destination, carrier, taxes, duties, and customs requirements.
Shipping fees are non-refundable once an order has shipped.
International Shipping, Customs & Duties
International orders may take longer due to customs processing and local carrier requirements. Customers are responsible for any customs fees, duties, import taxes, VAT, brokerage fees, or other charges required by the destination country.
Frame Of Mind is not responsible for customs delays, rejected packages, unpaid duties, or country-specific import restrictions.
If an international package is returned due to unpaid customs fees, incorrect address information, refusal of delivery, or failure to collect the package, shipping fees will not be refunded.
Tracking Your Order
Once your order ships, you will receive an automated tracking notification by email or SMS using the contact information provided at checkout.
You may also track your order through the Shop app or other tracking options available at checkout.
If you do not receive tracking information, please contact us.
Please allow time for the carrier to scan and update tracking after the label is created. Tracking may not update immediately.
Package Protection
Customers may add package protection at checkout for added coverage against eligible loss, theft, or damage during transit.
Package protection is optional but strongly recommended.
If package protection is purchased, claims must be submitted through the package protection provider’s claim process.
Frame Of Mind is not responsible for lost, stolen, or damaged packages once the carrier confirms delivery, unless the issue qualifies under the package protection provider’s terms or is verified as a carrier-related issue.
Incorrect Shipping Address
Customers are responsible for entering the correct shipping address at checkout.
Although Frame Of Mind is not responsible for orders shipped to an incorrect or incomplete address provided by the customer. We will do our best to help you locate the shipped package.
If you notice an address error after placing your order, please contact us immediately.
We cannot guarantee that address changes can be made once an order has completed processing or has shipped.
If a package is returned due to an incorrect address, additional shipping fees may apply to reship the order.
Lost Or Stolen Delivered Packages
If tracking shows that a package was delivered but you did not receive it, please check with your household, neighbors, mailroom, front desk, or local carrier first.
If the package still cannot be located, please contact the carrier to file a claim.
Customers who purchased package protection should also file a claim through the protection provider.
Frame Of Mind is not responsible for stolen packages or packages marked delivered by the carrier.
Returns Delivery Hours
Returns and approved packages may be received Monday through Friday between:
8:00 AM and 5:00 PM PST
Please keep these hours in mind when shipping approved returns or exchanges.
Items sent back without an approved return, exchange, or warranty request may not be accepted.
Holidays
Orders are not processed or shipped on weekends or major U.S. holidays.
Customer service is available Monday through Friday, excluding major U.S. holidays.
Holiday closures may affect order processing, lab timelines, carrier pickup, and shipping delivery estimates.
When to Contact Us
Please contact us if:
- You entered the wrong shipping address
- You need help with a package protection claim
For support, please contact us through the contact form on our website.
Pricing
- USPS Standard: $6.95 most states, higher for West Coast states (state-based zones)
- UPS Ground: $9.95 (higher for west coast state based zones)
- Zone 1 (Midwest/East): USPS Standard $6.95
- Zone 2 (West Coast): USPS Standard $7.95–$8.95
- UPS Ground: $11.95 nationwide
- Free USPS Standard shipping for orders over $100
- Shipping Protection (optional): $4.95