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How long does it take to process my order?

• After you submit your order, they'll get right to work on producing your new lenses.  Most of their lenses are cut to order and typically leave their lab within a few days. 

• Once your order has been produced, packaged, and shipped, you'll get a confirmation email with a tracking number that will follow every movement of that package.

What are the possible reasons for my tracking link might not have any recent updates?

• Your package is still traveling – it’s on a plane or a truck and will be scanned once it arrives at its next destination.

• The carrier missed a status scan – sometimes a package’s status scan is missed, but the package is typically still in transit.

• International: your package may be getting processed at your country’s local customs office – tracking should continue once the package has passed through the customs office.

Do I need to pay for international duties and customs fees?

• Yes. Customs fees and import duties are the responsibility of the customer (even if you refuse a shipment upon delivery). 

• They do not collect the VAT, duties, and/or taxes at the time of sale and cannot predict what your particular charges may be.

• If your order does require these additional charges, they must be paid by you in order for your package to clear customs. 

• They recommend checking your country's custom import duties webpage for an estimate of what fees you may be required to pay.

What if I want to exchange a different lense shape?

• If your lenses don’t fit and you need to exchange lenses for a different frame model, contact them and an eyewear expert will help you find the right replacement.

• If you’re not sure why your lenses don’t fit and whether or not you need to exchange for a different shape, this article has some helpful tips.

What are not covered by the warranty service?

• Normal wear and tear, including scratches and abrasions..

• Unauthorized modifications or repairs.

• Loss or theft.

• Accident, abuse, or improper storage.

• Improper application of chemicals and cleansers.