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Defective Frames
Accidents happen, and we want to make sure your eyes are always covered! Every single pair of glasses from our site comes with protection, but the type of coverage depends entirely on what happened to your frames.
Use this quick guide to see which policy fits your situation so we can get your glasses fixed or replaced instantly.
1. The 60-Day Risk-Free Return & Exchange Policy
If your glasses are completely intact but they just aren't your Pairfect Match™, you are covered by our 60-day window. You can return them for an exchange, refund, or store credit.
👉 The Fix: You don't even need to talk to an agent! You can handle this 100% on your own. Simply open our Returns & Exchanges Portal, provide your order number and the email address associated with your order, and follow the easy steps. Once you complete the form, you'll receive a pre-paid shipping label and a QR code for Happy Returns.
The 365-Day Free Warranty
Our Manufacturing Warranty is 100% free and automatically included with every single pair of glasses we sell. It protects you from rare structural or factory issues for one full year after delivery.
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What is covered:
Peeling on the lenses or frame coatings.
Loose nose pads, hinges, or screws (that weren't caused by an accident).
Lenses separating or popping out of the frame on their own.
How replacements work: If our optical experts approve your manufacturing defect claim, you will receive a store credit code for 50% of the item's original price (excluding shipping) so you can replace them. For Buy One, Get One (BOGO) orders, the second discounted pair qualifies for a 25% store credit.
👉 How to file a claim: Simply type "start claim" into our live chat chatbot or click the claim link at the absolute bottom of this page. Make sure you have your order number, account email, and clear photos showing the factory defect ready to upload!
20/20 Enhanced Coverage
The 20/20 Enhanced Coverage is the optional protection plan you can add to your glasses at checkout. Your coverage officially starts the moment your glasses are delivered and lasts for a full 1 or 2 years.
What is covered: Accidental damage from daily handling (drops, snaps, breaks, deep scratches) and sudden changes to your medical eye prescription.
How replacements work: You can use your 20/20 coverage once per pair of glasses. Once approved, we will craft a brand-new replacement pair of the exact same glasses! (Please note: A small standard copay is required to activate your replacement pair). If your original frame is completely out of stock, we will issue 110% of your original purchase price in store credit so you can pick out a brand-new style you love!
💡 Forgot to add it at checkout? If your glasses were delivered less than 14 days ago, you can still add 20/20 protection! Because we safely purge your private payment info for security, just call our Customer Care team to process this quick upgrade.
👉 How to file a claim: Type "start claim" into our chatbot or use the link at the bottom of this page. Have your order number, email, and clear photos of the accidental damage (or a copy of your new prescription) ready to go.
🚨 Please Note: Our warranties only cover glasses currently in your possession. Lost or stolen glasses are not covered by any protection plan or warranty.
What to Expect After You File a Warranty Claim
While structural defects are incredibly rare due to our strict quality control laboratory, we make the replacement claim process completely seamless for you:
📞 Secure Phone Call for Copay: Activating an accidental damage replacement requires a standard plan copay. Because we safely purge financial data for your security, payment details cannot be taken over text or chat. To finalize your claim, you will just need to give our Customer Care team a quick call so we can securely process your copay and spin up your new order!
📦 Return Your Original Pair: We will provide you with a pre-paid USPS shipping label or a Happy Returns QR code. Simply package your damaged eyeglasses and their original case together to send them back to us.
🚚 We Ship Your New Pair: As soon as your package is safely received at our facility, our lab will spin up your brand-new exchange pair and ship them straight to your door!
Tip: Need more help? Click 👉 here to send your order number and a picture of the damage.