Armed Forces Eyewear has been recognized for outstanding customer service and satisfaction, but errors do happen, so here's what you need to know about eyeglasses, sunglasses and contact lenses returns and exchanges.
- General Information
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.
To save you money please ensure you have tried on the frame or sunglasses and they are exactly what you want. We guarantee to get it to you at the lowest price in perfect condition.
- Exchange Policy
On or before 30 days of the date dispensed:
- Exchanging frame only: Customers may exchange for a frame of equal or lesser value, provided the original frame is undamaged. Customers will be charged the difference in frame price if they choose a frame of higher price and each order is limited to one frame exchange. No refunds will be given for the difference in price if the new frame is of a lower price.
- Exchanging frame with prescription lenses: Customers may exchange for a frame of equal or lesser value, provided the original frame is undamaged. Customers will be charged the difference in frame price if they choose a frame of higher price and each order is limited to one frame exchange. Lenses of the same style/type will be made to fit the frame at a one-time $5.00 "edging fee." If the customer decides to also change the lens style/type then the customer will be charged the difference between the original lenses and the new lenses if the new lenses are of a higher price. No refunds will be given for the difference in price if the new lenses or new frame are of a lower price. Customers may only exchange their frame and/or lenses one time within those 30 days and after that, the customer is responsible for the full cost of any new product ordered.
- Exchanging prescription lenses only: Customers who keep a purchased frame, but wish to change the lens style/type, will be charged the difference between the original lenses and the new lenses if the new lenses are higher-priced. No refunds will be given for the difference in price if the new lenses are of a lower price. Customers may only exchange their lenses one time within those 30 days and after that, the customer is responsible for the full cost of any new product ordered.
- Exchanging contact lenses: Contact lens vials, boxes, blister packs or other sterile packaging cannot be exchanged if opened or defaced. Multiple-lens packages (disposable, planned replacements, etc) cannot be exchanged if opened or defaced. (See warranty information for contact lenses for further information)
After 30 days of the date dispensed:
- Exchanging frames with or without prescription lenses: Customers may not exchange their frame and/or lenses for another pair of frames and/or lenses if after 30 days of the date dispensed. If customer needs a new frame and/or lenses, then the customer will absorb the full cost of the new product(s).
- Exchanging prescription lenses only: Customers who keep a purchased frame, but wish to change the lens style/type, absorb the cost of the lenses if over 30 days from the date dispensed. The new lenses will be treated as a new order, a "lens only order" and the customer will be charged for the full price of the new lenses.
- Exchanging contact lenses: Contact lens vials, boxes, blister packs or other sterile packaging cannot be exchanged if opened or defaced. Multiple-lens packages (disposable, planned replacements, etc) cannot be exchanged if opened or defaced. (See warranty information for contact lenses for further information)
Please note: Before returning an item for exchange, please obtain an RMA (Return Merchandise Authorization) number by either logging in to our website to your account or emailing us at returns@afeyewear.com.
- Return Policy
On or before 30 days of the date dispensed:
- Returning frames with or without prescription lenses: Customers can return any frame with or without prescription lenses and receive a full refund, so long as the product is undamaged and the package you are returning is postmarked during this time period.
- Returning contact lenses: Customers can return contact lenses so long as the vials or boxes are unopened and will receive a full refund. You may not return contact lens vials, boxes, blister packs or other sterile packaging for a refund if it is opened or defaced.
After 30 days of the date dispensed:
- Returning frames with or without prescription lenses: Customers may not return any frame with or without prescription lenses for a refund, unless the prescription does not conform to the original prescription written by the doctor.
- Returning contact lenses: Customers may not return contact lenses for a refund after 30 days from the date dispensed.
Please note: Should it be necessary to return defective product please note the following:
- Repair and Warranty Policy
Frame Repair and Warranty
- For the period of 1 year from the date dispensed, we will replace the customer's broken frame or parts of the frame once at no charge to the customer. The customer must present the broken pieces. Any one item may not be replaced more than 2 times under warranty.
- If the customer's exact frame is not available, a replacement frame of similar style and color will be offered. If a satisfactory match cannot be made, we will ask the customer to choose a frame of equal or lesser value and if necessary, we will remake the lenses at no cost to the customer. If the customer chooses a frame or lens style/type of greater value, the customer will be charged the difference in price. No refunds will be given if the customer chooses a frame and/or lenses of a lower price.
- To determine if your frame falls within the guidelines for a warranty or repair, please contact the Return Department at 1.800.850.5747 or email us at returns@afeyewear.com.
Lens Repair and Warranty
- All lenses are warranted for 1 year against breakage, chips, pits and other non-scratch related problems.
- Lenses sold with basic factory-applied scratch coating are warranted for 1 year (1 replacement) against scratches only, in addition to the regular coverage.
- Lenses sold with Premium Scratch Coating are warranted for 2 years (1 replacement) against scratches only, in addition to the regular coverage
- Anti-reflective coatings are warranted for 1 year.
- If 60 days from the original examination an optometrist or ophthalmologist determines the need for a new prescription, we will remake and mount the lens(es) at no charge to the customer.
- If lenses do not conform to the doctor's prescription, we will remake the lenses to the correct specifications at no charge to the customer.
- If the customer chooses lenses of higher price during the warranty period, the patient will be charged for the difference. No refunds are given for lenses of a lower price.
- Patients who cannot adapt to progressive addition lenses will be given single vision, flat-top bifocal or trifocal lenses at no charge. No refunds are given to lenses chosen of a lower price.
Contact Lens Warranty
- A doctor's change of a patient's contact lenses within the applicable manufacturer's warranty period for the lenses, with lenses of equal or lesser value, will be replaced with no charge to the customer. If more expensive contact lenses are prescribed, the customer will pay the difference in cost.
- A patient's loss of or inability to wear contact lens is not subject to a refund.
- Prescription Guarantee
We guarantee 100% accuracy on all prescriptions or they will be remade at no charge. All prescription eyeglasses, prior to leaving , pass a stringent quality control hand inspection. The lenses are checked at four different stations for accuracy. We pride ourselves in our workmanship - accurately filling your prescription is our number one priority. In the unlikely event that an error makes it through our system, we will promptly and courteously remake the lenses to our 100% accuracy standard.
- Receiving Damaged or Incorrect Product
If there is extensive damage to the package when it arrives, refuse the order. If you receive damaged or incorrect product, contact Customer Service IMMEDIATELY at 1 (800) 850-5747. Please have your Order ID number from the enclosed invoice available.
IMPORTANT: If you have not contacted Customer Service within 3 days of receiving your product, it may have to be dealt with as a manufacturer's defect directly with the manufacturer.
Depending on the product and its availability, it may take up to 5-7 business days to process your return 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 and will do our best to rectify any errors as quickly as possible.
Up to $6.99 of your return shipping costs can be reimbursed for defective product received.
- Putting New Lenses Into Your Own Frame
Simply mail us the frame and a copy of the prescription for the lenses you want placed in your frame. You will be charged for new lenses plus return shipping.
- I want to cancel my order
Military customers may cancel their order at any time before it is dispensed. We do not apply cancellation fees to military members, whereas non-military incur a 20% restocking fee. If the customer needs to cancel their order for any reason, a phone call to one of our sales representatives, (800) 850-5747, or a simple email will suffice.
- Privacy Policy
We are 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 you 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 contact Customer Service at 1 (800) 850-5747.
- Security Policy
We have put in place security measures to protect the loss, misuse, or theft of information under our control. All transactions are protected by Thawte, 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, Afeyewear.com takes 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 takes 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.
- International Customers
If you need to return an item please be sure to declare the item as "Returned Item Without Value" or we have to charge you for any duties incurred by US Customs.
To obtain an RMA #, please email returns@afeyewear.com.