Exchange & Return Policy
Exchange & Return Policy
Damaged/Defective or Incorrect Product Returns
Prescription Lens Return Exchange
Non-Defective Product Returns
Credit
Repairs or Warranty Information
Maui Jim Repairs
Privacy Policy
Security Policy
Exchange & Return Policy
Customer satisfaction is our top priority. As one of the Internet's most successful eyewear retailers, every transaction must result in a pleasant, convenient and successful shopping experience. We guarantee 100% accuracy on all prescriptions or they will be remade at no charge.
When ordering please ensure you are ordering the exact product you require. We guarantee to get it to you at the lowest price in perfect condition, however, to save you money please ensure you are ordering exactly the frame or sunglasses you want.
We are happy to offer a one-time exchange only policy on the return of any eyeglass frame or sunglasses within 30 days of the original order date. (See non-exchange refund below) Should it be necessary to return defective product please note the following:
· The product must be returned with all original packaging materials, unused warranty cards, and instruction booklets.
· Before returning an item, please obtain a Return Merchandise Authorization (RMA) number by either calling 1-800-248-9427 or emailing us at eyewear1@framesd.com. The RMA number must be written on your original invoice copy and on the return shipping label. Any returned items that are not accompanied by an official RMA number will not be accepted.
· Returns must be sent prepaid and insured for the full price by a trackable carrier such as UPS, Federal Express, Priority Confirmation with USPS to:
Gogglesdirect.com
Shipping & Receiving
3100 S. Gessner, Suite 329
Houston, TX 77063 USA
New and unused means that there are no marks on the item or any wear on the tags (such as the hologram or shipping tags) or the case. We do not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser.
Gogglesdirect.com is not responsible for any item that is not returned in the manner set forth above. Please discuss any additional questions you may have with a customer service representative when you contact us for a RMA.
Damaged/Defective or Incorrect Product Returns
If you receive a damaged/defective product or you receive the incorrect product, contact Customer Service immediately at 1-800-248-9427. You will need your Order ID number from the enclosed invoice when you speak with Customer Service.
Gogglesdirect.com will make every reasonable effort to replace item in a timely manner.
Gogglesdirect.com will cover the return shipping costs UP TO $8.95, if it is found to be a result of a manufacturer error or a shipping error on our part. To be reimbursed for that shipping amount, please enclose a receipt of the shipping cost with the returned product.
If there is extensive damage to the package when it arrives, refuse the order and contact Customer Service IMMEDIATELY at 1-800-248-9427. Please have your order number available when contacting the
Gogglesdirect.com Customer Service Department.
Depending on the product and its availability, it may take up to 5-7 business days to process your refund once the item is back in our possession. Business days are Monday-Friday, excluding federal holidays within the United States. We will notify you of any delays regarding your exchange if the situation develops.
Prescription Lens Return or Exchange
All prescription lenses are considered special orders, and are therefore non-refundable nor can they be exchanged. When exchanging a prescription pair of eyeglasses for which prescription lenses have been made by
Gogglesdirect.com, you will be charged the difference of the frame costs ,if any, or credited the difference if the new frame is less, plus 50% of the original prescription lens cost.
Non-Defective Product Returns
Non-defective products that are returned and not exchanged will be charged a 20% restocking fee. Should it be necessary to return a product without an exchange please follow the following procedures:
The product must be returned with all original packaging materials, unused warranty cards, and instruction booklets.
Before returning an item, please obtain a Return Merchandise Authorization (RMA) number by either calling 1-800-248-9427 or emailing us at eyewear1@framesd.com. The RMA number must be written on your original invoice copy and on the return shipping label. Any returned items that are not accompanied by an official RMA number will not be accepted.
Returns must be sent prepaid and insured for the full price by a trackable carrier such as UPS, Federal Express, Priority Confirmation with USPS to:
FramesDirect.com
Shipping & Receiving
3100 S. Gessner, Suite 329
Houston, TX 77063 USA
Credit
When a refund is due, you can expect it in the same form of payment originally used for the purchase within seven full business days of our receiving your returned product. Business days are Monday-Friday, excluding federal holidays within the United States. We will notify you of any delays regarding your exchange.
Repairs or Warranty Information
Gogglesdirect.com passes on the same warranty that the manufacturers give to our company. This allows you to take full advantage of the warranties available and ensure customer satisfaction. The individual product warranties are listed below:
Prescription Eyeglasses: Gogglesdirect.com
will warranty all prescription eyeglass frames for 1 Year from the date of purchase against any manufacturers defects. This will include all structural designs, hinges, welding points, and colorings. This will exclude and is not limited to this list: flagrant misuse, pet damage, destruction by vehicle, or any other damage not considered a manufacturing flaw.
Prescription Lenses: Every prescription lens
Gogglesdirect.com automatically comes with a scratch-resistant coating, no lens is scratch proof.
Gogglesdirect.com will warranty all prescription lenses purchased for one full-year due against any scratches. This will not include any scratch that is outside the normal use and wear and tear. (pet damage, misuse, gouges, driving over your eyeglasses, etc) If it is necessary to replace your prescription lenses, you will be responsible for a $15 warranty edging fee and any shipping costs associated with the replacement.
Sunglasses: In some cases
Gogglesdirect.com is not the service center for some manufacturers. Some repairs or replacements may be handled by the manufacturer directly. Please contact customer service at 1-800-248-9427 regarding any non-prescription sunglass warranty repair or replacement.
Maui Jim Repairs
To better assist you will all Maui Jim defective products or warranty information, please call the
Gogglesdirect.com Customer Service Department at 1-800-248-9427. We will direct you to the quickest and most economical way to have you back in your "Like No Other" Maui Jim Sunglasses.
Once the item has been received by the Maui Jim Repair Department, the repair will generally be completed as soon as possible, and returned USPS Priority Mail. Please enclose $8.95 for shipping charges (international charges will vary) and a brief note indicating how the sunglasses broke along with proof of purchase. Include your name, phone number, and address in the event that Maui Jim needs to contact you in regards to further charges due or items not covered by Maui Jim's warranty.
Send Your Warranty Repair to:
Maui Jim® Inc.
Attn: Repair Dept.
One Aloha Lane
Peoria, IL 61615
repair@mauijim.com
888-352-1999 Mainland US & Canada
888-352-2001 Hawaii
33-(0) 4 67 17 09 80 Europe
Privacy Policy
Gogglesdirect.com is committed to safeguarding your privacy when making online purchases. We collect only essential customer information such as your mailing address, phone number, email address, and credit card information. The contact information is only used to get in touch with you when necessary. All credit card information is used only to bill your for the products and services that you select.
We respect your privacy and we do not and will not willingly share the information you provide us with outside companies or organizations.
We may use your contact information from our customer registration form to send information about our company and promotional materials from our company. If you do not wish to receive any information, please indicate so within your customer profile in the “comments section” and we will respect your request.
Security Policy
Gogglesdirect.com has put in place security measures to protect the loss, misuse, or theft of information under our control. All transactions are protected by Verisign™, a world renowned online security system, ensuring as far as possible that every transaction is 100% safe.
With the rise in fraudulent use of credit card information over the internet,
Gogglesdirect.comtakes credit card security very seriously. Our accounting department may at time request additional information regarding the credit card account that is being used during a purchase to ensure that no improper use could take place. We have your best interests at heart and believe you will appreciate our conviction to your security. We do apologize for any inconvenience if asked to present additional information regarding billing to your credit card.
Thank you for your cooperation.
Gogglesdirect.com
1-800-248-9427 |
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