Refund policy

Return and refund policy

We want every custom optical lens order to be accurate and dependable. Because lenses are made for each customer and frame, returns and refunds are reviewed case by case.

Order issues
Contact us within 30 days after receiving your completed glasses if there is a problem with your order. Include your order number, a description of the issue, and photos when helpful.

Custom lenses
Custom lenses generally cannot be returned because they are no longer wanted. If we made an error, sent the wrong item, or the lenses arrive damaged or defective, we will work with you on a correction, remake, or refund as appropriate.

Customer-owned frames
We review frame compatibility before work begins. Frames can have hidden wear and may be damaged during lens removal or installation, especially if they are brittle, previously damaged, rimless, or electronic.

How to start a request
Contact us at info@glassesdropoff.com or through the Contact Us page before sending anything back. If a return shipment is needed, we will provide instructions.

Refund timing
If a refund is approved, it will be issued to the original payment method. Your bank or card provider may need additional time to post the refund.