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Help and Support

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Help & Support

Prescription

If your brand new prescription is changed by your optometrist for any reason, we will replace your lenses (with the same style) at no additional charge within 60 days of your eye examination.

 

You must pay for return shipping (with any carrier of your choice) and insurance on the package (in case any damages occur during transit). We require you to send us the old prescription lenses before we are able to remake and send you the updated prescription lenses. Rest assured, we will make sure to expedite the shipping on your new prescription lenses, so that you will be able to use your eyeglasses again ASAP!

Price Match

What kinds of products and/or services are eligible for price matches?

 

We offer price matching options on all products and services with any type of retailer, whether they are online or brick-and-mortar. For all price match requests we will require you to make the initial purchase with us first and if you find the exact same product and product combination elsewhere, we will refund you the difference.

 

Here are the following requirements in order to qualify for a price match refund:

 

  • You must make the initial purchase on our website with us first.
  • Then email us a link and a screenshot of the product details with another retailer
  • The details of purchase must include the exact same product color, style, type, benefits, and add-ons; as well as include shipping and handling at product checkout
  • Once everything is confirmed, we will refund the difference onto the original payment method.

 

Note: We do not price match online marketplaces such as but not limited to: eBay, Amazon, etc. Please refer to our Terms of Service for more details. 

How soon will I receive my order?

Once we have all of your information (valid prescription, PD, etc) your eyeglasses order will take no longer than 7-10 business days once prescription and billing information is approved.

Do you offer any rush services?

Yes we do! We understand that you want to see as soon as possible after ordering your eyeglasses. However, we do require you to purchase one of our frames before you are eligible for a rush service for an additional $20. So once your prescription and billing information has been approved, you can expect to receive your order within 5-7 business days.

Where do you ship?

We currently ship orders for eyeglasses and sunglasses in the US. Which includes the 50 states as well as Alaska and Hawaii. Shipping costs will vary if you prefer us to ship somewhere outside of the US.

How much does shipping cost?

We offer free expedited shipping on orders $75 or more. If your order is less than $75, then a standard shipping & handling charge of $15 will be applied.

What is your return policy?

We have a 30-day return or exchange policy from the original date of receipt. If you are not completely satisfied with your purchase, we will take care of the return shipping label and box. However, we do charge a 20% restocking fee for the frames we have to return to stock. 

Additionally, we do offer a complimentary One Year Warranty on any frames and lenses you purchase here with us. We understand that accidents happen and that’s why if for any reason you damage your frames and/or your lenses, we will replace your frame and lens for free! And that is one time use, within a year from your original date of purchase. 

Please advise that we will only credit refunds back to the original payment method.

How do I initiate a return or exchange?

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Eyeglasses do generally take 2 weeks of daily wear for you to get used to a prescription. However, if you’re still not comfortable with your glasses please do not hesitate to contact us. We will help you troubleshoot your concerns and walk with you each step of the way until your glasses work just right!

If we conclude that you may need to return to your original prescriber for a prescription recheck, please submit the new updated prescription to us, and we will remake your eyeglasses for you for free!

What does the warranty cover?

The One-Year Complimentary Warranty covers any damages to the frames and/or lenses that occur within one year from date of delivery. For example, if your glasses were delivered to your address September 15, 2020 then your warranty expires September 15, 2021.

Please keep in mind that we will only be able to provide a warranty on products and/or services that we provide. We will not be able to honor a frame warranty, if the frame was not originally purchased with us. We also do not offer frame warranties on closeout/discontinued frames.

How do I use my warranty or get a lens replacement?

If there are any damages to your Eco-Friendly Optical lens and/or frame within a year, we will replace them for you (one time) for free! We just ask that you send us your old pair, before we ship out your new pair. Don’t worry, we will expedite your warranty pair so that you will not be without glasses for very long!

If your prescription has changed, we can remake your warranty lenses to the new prescription for a fee. Which is based on your new prescription and the lenses you have chosen. Please email us at support@ecofriendlyoptical.com to set up a warranty replacement. 

Note: If you would like to use your own frame for any purchase, please refer to our Terms of Service for additional details and information. But assuming everything checks out, the prices below also reflect your cost for lenses. We will cover your shipping costs to us, but if your order is under $75 we charge a $15 shipping and handling fee. 

At Eco-Friendly Optical we have a specialist Customer Care department to provide you with the best service, advise you on everything that we can and to deal with your queries or potential incidents, which guarantee you a better user experience. From here we will try to answer all your questions as quickly and efficiently as possible.

If you need to contact us you can do so by sending an email to the email address
support@ecofriendlyoptical.com
or calling us at: (626) 899-3189

Our Customer Service line hours are:
Monday to Thursday from 9.30 a.m. to 6.30 p.m.

If you would like to contact us outside of those hours, please do so by emailing us at: support@ecofriendlyoptical.com and we will get back to you within 24-36 hours.