Defective Frames & Replacement Claims

If your frames arrived defective, broken, or damaged, identify your coverage type below to start a claim or return.

Identify Your Issue & Coverage

• Factory Defect (Peeling coating, loose hinges, structural flaws): Covered by our free 365-Day Warranty.
  • Fix: Receive 50% Store Credit toward a replacement pair. You do not need to ship the defective glasses back.
• Accidental Damage (Broken frame, drops, snaps, deep scratches): Covered by paid 20/20 Enhanced Coverage.
  • Fix: Receive a Replacement Pair upon paying a standard copay ($15–$30) and returning the damaged glasses using our pre-paid label.
• Fit, Style, or prescription Issue (<60 days): Covered by our 60-Day Guarantee.
  • Fix: Submit a request directly in our Returns Portal for a full refund, free exchange, or store credit.

Note: Lost or stolen glasses are not covered by any policy. Clear photos of the physical glasses are required for all claims.

How to File a Claim in 4 Steps

1. Open Live Chat.
2. Type "Start a claim".
3. Follow the instructions.

Fast Chat Commands

Open Live Chat and type:

• Start a warranty or damage claim: Type "Start a claim"
• Return or exchange (<60 days): Type "Return my order"

Tip: Need more help? Click 👉 here to send your order number and a picture of the damage.