All Cancellation requests MUST be made within the same business day. Once an order has been processed, you will need to refer to the Return policy below. Unfortunately, due to banks and payment processors NOT refunding businesses for transaction fees due to a rise in fraudulent claims over the years, we have restocking and processing fees which includes all transaction fees that we would be charged for. PLEASE understand the policy BEFORE placing an order.
We take fraudulent orders extremely seriously. We manually capture every order, rather than automate the process. Why? Because consumer safety is the most important thing to us, and our patients appreciate how diligent we are in regards to identity verifications.
We complete full investigations on the matter when our system flags an order as high risk with a fraud analysis. Suspicion about a fraudulent order, include, but is not limited to:
• Name on Card does not match Name on Order
• Name on Card does not match Name Shipped To
• Multiple Attempts at Payment
• Invalid or Unverifiable Phone Numbers
• IP address proximity mismatch
• Optometrist/Ophthalmologist flags Patient Prescription as nonexistent during the prescription verification process
In order to verify the order was authorized by the cardholder, we may call the phone number on file to verify the validity of the order and require proof that the name on the State ID and credit/debit card matches.
If you would like to have your order sent to a different address, we will verify that the location is a home address or work address. We will not ship to any other locations without some form of proof and in some circumstances, if the activity is suspicious, we reserve the right to cancel the order. Proof of Delivery Signature is Required for all orders above $100. No exceptions.
Unable to Verify Order Details/Prescription Verification
If you select the Frame, but fail to select a Lens Design/Material/Other, we will attempt to follow up with you to review lens options and collect remaining fee for materials.
If you fail to respond to our follow-up attempts within 7 days of your order, in some circumstances, your order may be automatically cancelled or if you use insurance or CareCredit, we will wait for you to respond back with the information and your order will remain on hold.
For all Contact Lens Orders, a valid prescription is required. We will contact your Optometrist/Ophthalmologist office for a prescription verification. We allow your doctor to respond within 72 hours. We will fill the order after that timeframe if your doctor fails to respond. However, orders that are unverified are not eligible for returns/exchanges.
Special Orders and Deposits
In the past, we provided this service as courtesy for patients wanting a different color frame/size than the ones we have in stock. However, due to customers choosing to have us place special orders for multiple frames, and not returning, and manufacturers no longer allowing returns due to rising costs of shipping & handling, we are now charging a $50 non-refundable deposit for each frame ordered to prevent future abuse of this service.
Our policy lasts 30 days for non-ophthalmic goods. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt or limited from being returned. Please refer to the Shipping instructions below.
Due to the nature of our business, once any ophthalmic goods/medical device has been dispensed to you, the patient, we allow an adaptation period of 30 days from the time you receive your order. If the order was shipped to you, 30 days begin the day your order was delivered to your mailbox/door. If you do not adapt within that time frame, please contact us immediately so we may refit you. If 30 days have gone by, unfortunately, we can’t offer you a refund. We will however, offer to redo your lenses if there is a change to your prescription within 60 days from the original order date.
Prescription Eyeglasses- Please see details below.
We will verify all returned eyewear to ensure they match the product dispensed. You will be responsible for all return shipping costs, if applicable.
Due to the customization of your ophthalmic prescription eyeglasses, we offer the following options:
We will replace your eyeglasses if they are defective or damaged, if your doctor changes your prescription and if you would like to upgrade your lenses or change it to a different material. The same frame must be used. We will invoice you for any additional upgrade fees.
To be eligible for an exchange for Ophthalmic Goods, Frames and Lenses must be in brand new condition, with no scratches, hazing, or worn-out condition.
If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: The Vision Parlor, 1119 High Street, Suite 2, Auburn CA 95603, United States.
Once we have approved your exchange, we will provide you with a one-time even exchange for frame and lenses, as long as the amount is equal or less to the original order. No refund will be made for the price difference due to the processing fees of the initial order.
Returns for all other reasons are subject to restocking fees and MUST be returned within 30 days after receiving product. Please see below for fees:
(No Custom Lenses / Bought "as-is") - 30% restocking fee. Frames must be in brand new condition, with no scratches, hazing, or worn-out condition. If the frame has been discontinued, please see below.
Ophthalmic Eyeglasses (Frames + Lenses):
Frames - 50% restocking fee. Due to lenses being edged and mounted for the frame. Frames must be in brand new condition, with no scratches, hazing, or worn-out conditions.
Lenses - No Refunds. Exchange for equal or lesser valued lenses only. Due to the customization of the lenses, ALL sales are final for the custom lenses (prescription and non-prescription/planos).
20% Restocking Fee. Contact Lenses must be unopened and in sellable condition. No markings/stickers/damages are to be present. You will be responsible for all return shipping costs.
No Refunds. No Exceptions.
Additional non-returnable items:
• Eyeglass parts (screws, nose pads, temples, etc.)
• Lens cloths, wipes, sprays
• Eyeglass retainers and chains
• Gift cards
• Downloadable software products
• Some health items
To complete your return, we must receive items in the same condition that you received them.
Please do not send your purchase back to the manufacturer. We are not responsible for lost shipments.
We apologize to any customers who have used this service in the past as we understand how difficult it is when you break your frames and the manufacturer discontinues that model. However, due to abuse of this service, unfortunately we are now limiting this service. Effective April 2023, for in-person orders, a signed form acknowledging your understanding of our Refund policy is required when locating discontinued product and placing a special order on behalf of our patients and customers. For online, email, or phone orders, we will inform you via email of product discontinuation, and if you choose to proceed to have us order a discontinued product, your written consent via email will act as acknowledgment of your understanding of our policy.
Special order for a discontinued product on your behalf:
We typically do not stock discontinued items. We will do our best to assist you in locating that model, however, special ordered frames, parts and/or contact lenses are non-refundable. All discontinued miscellaneous products are also non-refundable. You are responsible for all processing and shipping fees since it takes time to track down discontinued product. You also understand there is no manufacturer warranty for discontinued/phased out models. A manufacturers warranty does not include mishandling, abuse or patient's breakage; it would only cover defects. Normal wear and tear will not be covered.
Discontinued product in stock:
You are only responsible for the cost of the product + Standard Shipping at Checkout. Discontinued frames, parts and miscellaneous products are non-refundable. You also understand there is no manufacturer warranty for discontinued/phased out models. A manufacturers warranty does not include mishandling, abuse or patient's breakage; it would only cover defects. Normal wear and tear will not be covered.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. No exceptions.
Price Matching & Discrepancies
Due to issues concerning:
• Counterfeit products sold online (unverified authorized retailers)
• Stolen merchandise from physical storefronts and private practices
• Non-licensed businesses dispensing ophthalmic goods (Search License)
If we cannot guarantee authenticity, we will not price match.
We observe the right not to honor certain clerical errors, or computerized errors in regards to pricing and inventory that may arise during the checkout process. We will contact you immediately and we aim to do our best to issue a refund within 3 business days.
Within 30 days, you may contact us for a Return Authorization (RA) if there are any defects with your prescription eyewear. All prescription verifications go through a 3 point double check inspection, meaning it passes through 3 different individuals, with the final check being verified by a Licensed Optician to ensure correctness. For all warranty claims that qualify for a Limited 1 Year Warranty outside of the 30 Day window, please follow guidelines here.
Manufacturers Defective Limited Warranty
Most eyewear includes a 1 Year Warranty against manufacturers defect. Discontinued models do not fall under a warranty. Please contact us to see if your frame qualifies. A manufacturers defect does not include mishandling or abuse; patient's breakage will not be covered. Normal wear and tear will not be covered. Patients are responsible for shipping and processing fees. Shipping and processing fees will NOT be refunded. If your frame does not fall within our warranty guidelines, and you would like to order a replacement, we will provide you a discount code for 35% off 'frame only' for as long as your eyeglass prescription is valid.
If you do break your frames (not due to a manufacturer's defect) within 1 (one) year of your purchase date and would like to replace it, we will replace the frame one (1) time at 50% off the current frame cost plus shipping and processing. If that frame is no longer being manufactured and has become discontinued, we will provide you with a 50% off "complete pair" for as long as your eyeglass prescription is valid. You must contact us here.
Manufacturers Defective Limited Warranty
Upgraded lens materials and/or coatings include a 1 year Warranty against any manufacturers defect. Crizal coatings fall under a 2 year manufacturer's warranty. Please contact us to ensure your lenses qualify. A manufacturers defect does not include mishandling or abuse; patient's breakage will not be covered if the material is glass or CR-39. Normal wear and tear will not be covered. Patients are responsible for shipping and processing fees. Shipping and processing fees will NOT be refunded. If your lenses do not fall within our warranty guidelines, and you would like to order a replacement pair, we will provide you a discount code for 35% off 'lenses only' for as long as your eyeglass prescription is valid.
At The Vision Parlor, all prescription lenses other than glass and plastic come standard with a scratch resistant coating. This does not imply that the lenses will not scratch or there is a warranty against scratching. Please use proper care in cleaning your lenses by using an eyeglass cleaning spray safe for your lenses and coatings or rinsing them off under running water. After rinsing you may use a diluted and mild liquid dishwashing soap and then dry with a soft microfiber lens cloth. Do not use paper products to dry your lenses as they tend to be abrasive. The most common ways to scratch lenses are improper storage and wiping them when they are dry.
If you do acquire minor scratches on your lenses within 1 (one) year of your purchase date and would like to replace the lenses, we will replace the lenses one (1) time at 50% off the current lens cost plus shipping and processing. Please know that we will only replace the lenses at 50% off under normal wear and tear. You must contact us here for a return authorization (RA) number.
30 days from Order Date
• Unopened, undamaged, unmarked, and unaltered product may be returned for exchange or credit
• Opened vial products be may returned within 30 days of Order date if defective or for fitting issues
Johnson & Johnson:
• Product received in its original and unopened package must be free of stickers, marks, or any other type of alterations.
We will replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your items to:
The Vision Parlor
1119 High Street, Ste 2
Auburn, CA 95603
Re-Do due to Prescription (Rx) Change or Non-Adapt
If your prescription changes and you receive a new eye exam within 60 days after receiving your order, you may contact us and we will guide you on how to send your glasses in for us to update your prescription. You will only be responsible for shipping and processing fees, and the price difference if you choose to upgrade the lens material/design/coatings. If you fall outside the 60 day window, reach out to us and we will do our best to assist you.
To return your product, you should mail your product to:
The Vision Parlor
1119 High Street, Ste 2
Auburn, CA 95603
You will be responsible for paying for your own shipping costs for returning your item if the reason is not due to a defect or receiving an incorrect order. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We highly recommend adding a signature requirement as we don’t guarantee that we will receive your returned item and we are not liable for any lost or damaged packages. You will need to contact the courier to resolve this problem.
If you are returning or exchanging your order due to a defect or receiving an incorrect order, we will send a prepaid return label for you to ship the order back to us.
Important Notice (Effective April 2023)
- You must obtain a return authorization number before returning.
- Properly package your return and use a carrier that provides tracking. Once an order has been delivered by the shipping carrier, we will not be held responsible for a lost or stolen package.
- Return all items sent to you including packaging and eyeglass case, if applicable.
- Shipping & Processing fees and credit card transaction fees are not refundable.
- Services (fittings, troubleshooting, adjustments, repairs, custom orders, special orders, etc. are non-refundable. There are no exceptions.)
- Please allow up to 14 business days for us to process returns. We will assist every customer in the order received.
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