Processing Time

Glasses
If you've ordered your glasses in one of our physical locations, processing time is most often between 1 and 2 weeks.

If you've used your vision insurance, have a higher prescription, or specially ordered a lens or frame, processing time is most often between 2 and 4 weeks.

Contact Lenses
Most patients purchase their contacts at the time of their exams in our physical locations.

However, if you choose to order online at portal.drcontactlens.com or via phone, contact lens orders will most often arrive within 1 week of your order.

Please note that manufacturer backorders may occasionally cause delays.

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Prescription Rechecks

Contact Lenses
Patients requesting modifications to their contact lens prescriptions must email info@helloeyebox.com within 14 days of their initial contact lens appointment to request adjustments.

Contact Lens Trial Requests
Patients may request additional contact lens trials within 14 days of their initial contact lens appointment. Please note that additional trial lenses are subject to a shipping and handling fee.


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Glasses

Patients Who Purchased Glasses at Eyebox
Patients who purchased glasses at Eyebox may schedule a free glasses prescription recheck appointment within 30 days of delivery of their glasses. If needed, we will always remake your lenses free of charge during this 30 day period.

Patients Who Did Not Purchase Glasses at Eyebox
Patients who did not purchase glasses at Eyebox may schedule a free glasses prescription recheck appointment within 30 days of when their initial prescription was written.

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Cancellations

All sales become final at midnight on the day the purchase was made, after this time cancellations or modifications to orders are considered returns or exchanges.

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Returns, Exchanges & Refunds

Please refer to the paperwork provided to you at the time of purchase for detailed return/exchange information for varied situations. We're happy to email you a copy of this if you've misplaced it.

Eyeglass Lenses
Purchased Without Insurance
If you purchased your eyewear at one of our physical locations, please return in person within 14 days of delivery so we can resolve any issues.

Please note that eyeglass lenses are custom-made products and are refundable at 50% of their original cost.

Purchased With Vision Insurance Benefits
Because vision plan lens labs do not offer refunds or returns, eyeglass lens orders purchased using vision insurance are non-refundable.

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Eyeglass Frames

Frames Without Lenses or With Non-Prescription Lenses
Returns for eyeglass frames must be initiated within 14 days of delivery.

Frames must be in unused condition to qualify for a return.

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Contact Lenses
Unopened contact lenses must be returned in person within 14 days of delivery so we can resolve any issues.

Opened boxes or partially used contact lens supplies are not eligible for return.

Warranties

Eyeglass Frames
Eyeglass frames are subject to the warranties provided by their manufacturers. We are happy assist in this process when you bring in your frames purchased at Eyebox.

Please note that manufacturer defects do not include: scratched/scuffed, bent, dented, chemically damaged, melted, or lost frames

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Eyeglass Lenses
Our eyeglass lens warranty (if purchased) includes 1 free replacement of your lenses within 1 year from the original purchase date.

Please note: your frames must be left with us while the replacement lenses are being completed at the lens lab. We cannot order replacement lenses without the physical frame in hand.