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shipping & returns

What countries do you ship to?

A full list of the countries where we ship glasses is available on the Payment Page.
When you click on the Country drop-down window like the following picture in the left, you would see the list of countries as it shows in the right.

How much is shipping and how fast?

For the United States, we offer customers 3 shipping methods according to different grade! (Check the following picture)
As for other countries, shipping fees are from $20.95 (varies by region) with 7-14 delivery days.

What do I do if my glasses are damaged upon arrival?

Please take photos of the damage, then contact our customer service team and we will get you a new pair asap.

What’s your return policy?

You have 30 days from the date you receive the glasses to contact us for a return authorization (RA) number if you want to return them for any reason. Please note glasses custom made to one customer’s Rx can’t be reused by any other customer, this is why we are unable to offer a full refund on returned glasses unless Risk Free Warranty is purchased.

For Standard Warranty

If you made a mistake during the order, or you just don’t like the glasses, you can return them for a 50% refund (excluding shipping) to the original payment method, or for a one-time-use 100% exchange code (excluding shipping) so you can purchase an alternative pair; please note one pair of Rx glasses cannot be exchanged to multiple less expensive pairs. We will replace broken glasses at no charge during this 30-day warranty period. Please note shipping charges are not refundable and standard warranty does not cover stolen packages or lost in transit. If you feel there is a manufacturing error, return the glasses for inspection within the 30-day warranty period. If our inspection shows the glasses were made incorrectly, we will remake them for you at no charge.

You can also return non-Rx (plano) glasses or frame-only in original packaging along with all accessories within 30 days, for full refund (exclude shipping) minus $3.95 restocking fee per pair.

For Risk Free Warranty

If you made a mistake during the order, or you just don’t like the glasses, you can return them for either a 100% refund (including the shipping fee and restocking fee, but excluding warranty cost itself) to the original payment method, or can exchange up to 2 times during this 30-day warranty period. If your order is lost in transit, we can remake your order once and ship to an alternative address unless the customer choose a different shipping method. Effective 4/1/21, glasses purchased with Risk Free Warranty are also eligible for a one-time replacement pair within 6 months from the delivery date, a replacement pair will only be issued when there are clear defects in material and workmanship.

Product warranty does not cover damages caused by accidents, negligence or improper care. Payne Glasses reserves the right to make changes to, or cancel, return/exchange requests at any time.

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