Shipping and Returns
- Domestic Shipping Method RATE
- Australia Australia Post from $10.95
- International Shipping Method RATE
- United States USPS $5.95
- Canada Canada Post $9.95
- All other Countries UPS From $19
Return and Replacement
We want you to be 100% happy with your eyewear. With our 14-Day Fit & Style Guarantee, you can make a return for a one-time replacement or refund within two weeks of receiving your order, no questions asked.
Our 365-Day Product Guarantee means Customers are eligible for a one-time replacement pair within 12 months. A replacement pair will only be issued if there are clear defects in material and workmanship.
Note: Both warranties do not cover damage and/or return requests caused by accidents, negligence, or improper care. A shipping fee may apply for one-time replacement.
- 1. Making a return is easy! First, visit the My Orders section of your account profile and select the return-item option. The return-item button will be available for three months after your order is placed. Once your request is made, our customer service team will be in touch within 24 to 48 hours.
- 2. Once customer service notifies you that you're all set to mail your return, make sure to provide us with your Delivery Confirmation Number.
- 3. You'll receive a refund within 48 hours of providing your Delivery Confirmation Number. Or, if you chose the replacement option, we'll ship your new eyewear!
- 1. EyeBuyDirect Credits and replacements are nonrefundable.
- 2. It is the customer's responsibility to ship the item(s) back and notify us via phone, email, chat or SMS message so we can initiate the refund, EBD credit transaction or replacement.
- 3. The customer is entitled to send one request to reorder the same item for one order. The next request for a different item in the same order can be sent again after the previous request is closed.
- 4. When ordering, EyeBuyDirect Store Credits will be used prior to EyeBuyDirect Referral Credits. You may use up to $50 EyeBuyDirect Referral Credits per order.
- 5. Each item is entitled to a one-time, no-questions-asked return for either a one time replacement or a full refund — not including shipping fee — or product exchange of equal or lesser value within 14 days.
- 6. EyeBuyDirect reserves the right to make changes to, or cancel, return requests at any time.
Frequently Asked Questions
- Can I track my order?
You sure can! You can enter your order or tracking number in the Track Order section in our top navigation, or you can check on the status of your order on our Order Tracking page.
- How long do I have to wait for my glasses after I have ordered them?
Your order will be delivered within 7 - 14 business days. Your glasses will usually reach you faster, but may take the full 14 business days depending on the complexity of your prescription and the package you selected.
- What shipping methods do you offer?
US customers: we ship through USPS and UPS Next Day Air. Please note, the UPS Next Day Air option will deliver your order one day after the shipping date.
Canadian customers: we ship through the Canada Post.
UK customers: we ship through UPS.
Australian customers: we ship through the Australia Post.
For all other countries: we ship through UPS.
- How do I make an exchange or return?
1. Making a return is easy! First, visit the My Orders section of your account profile and select the return-item option. The return-item button will be available for three months after your order is placed. Once your request is made, our customer service team will be in touch with you within 24 to 48 hours.
2. Once customer service notifies you that you're all set to mail your return, make sure to provide us with your Delivery Confirmation Number.
3. You'll receive a refund within 48 hours of providing your Delivery Confirmation Number. Or, if you chose the replacement option, we'll ship your new eyewear!
If you prefer, you can also initiate a return by calling our customer service team at 1-855-EYEBUY1 (1-855-393-2891), contacting us via Live Chat or emailing us at firstname.lastname@example.org.
1. Obtain a Return Notice Email by contacting our Customer Service.
2. Send your glasses back to us and provide our Customer Service with the delivery confirmation number.
3. Once we receive your delivery confirmation number, you will either receive a refund within 48 hours or be sent a replacement.
- Why do I need shipping insurance?
Route+ offers you peace of mind with package protection for all of your orders at an affordable price ($1.35 for orders $140 and below, and 1% of your purchase for orders greater than $140). With Route+, you don't have to worry about what to do if your order is lost, stolen or broken. Simply file a claim to receive a refund or reorder your item(s).