Terms of service

1. General Information

We really want you to be happy with your new lenses. As one of the best sources for replacement lenses, we take pride in high quality and accuracy.

2. Prescription Lens Returns

We are making these lenses just for you, so we can’t sell them to someone else if you change your mind. If you decide you wanted a different option or coating, we have to remake the entire pair of lenses from scratch - doubling our expenses for your project. If the lenses match the prescription we received from you and they are edged correctly, you should love them.  Refunds will not be given for accurate orders.  An accurate order is one where the prescription is made correctly according to what was sent, and the correct coatings that were selected on the order are accurate. If we make a mistake, we will do our best to make it right.

If you need to return something within 30 days of your delivery, please email us for a return authorization number. We don't want your frames to get lost so we need this number on the outside of the package so we can make sure that it goes to the right place. If you decide not to do this, we will have the the nice postman return it to you so you can take another crack at doing it right. Send email to: support@lensfactory.com

We will take a second swing at if we can find something to fix, If not, we will refund the lens purchase price and wish you luck with a local eye-wear store where you an get more hands on attention.

Returns should be sent prepaid and insured for the for full value to you by UPS, Federal Express or the United States Post Office with a tracking number. If you elect to send the package without tracking, that's great but if it gets lost, you will be on your own to find it and that is probably not worth the 2 bucks you saved.

LensFactory
3807 Bishop Lane
Louisville, Ky 40218

Returns are normally processed within 2 days once the item is back in our hands. The clock starts ticking the business day following our receipt of the product. Business days are Monday-Friday, excluding holidays. We will notify you of any delays and will do our best to rectify any errors as quickly as possible.

3. Prescription Guarantee

We guarantee 100% accuracy on all prescriptions or they will be remade at no charge. All prescription eyeglasses pass a strict quality control inspection. The lenses are checked at five times for accuracy. We pride ourselves in our workmanship. Accurately filling your prescription is our number one priority. In the unlikely event that an error makes it through our system, we will slap the wrist of the person who did it and remake the lenses to our 100% accuracy standard.

4. Receiving Damaged or Incorrect Product

If there is extensive damage to the package when it arrives, refuse the order. If you receive a damaged package, send an email to support@lensfactory.com

5. Prescription Lenses

Every prescription lens we supply automatically comes with a scratch-resistant coating, whereas, most optical companies charge an additional fee for this coating. However, no lens is scratch proof and rough handling or incorrect cleaning can still scuff them up or create surface scratches. Treat your new lenses nicely and they will be nice to you. Rinse your lenses under warm water and dry them with a soft cloth to clean them. That special cloth that your doctor gave you several years ago was great when it was new but accumulates grit will scratch you lenses, wash it at least.

In the event your lenses scratch to the point you want them replaced, we offer a one (1) time replacement of scratched lenses within a year of purchase date for only 50% of the original cost of the lenses, plus return shipping charges. Please be advised that all shipping charges are the sole responsibility of the customer.

6. Putting New Lenses Into Your Own Frame

Simply mail us the frame and a copy of the prescription for the lenses you want put in your frame. We will make your new lenses and mount them in your frame and return them to you. Click on the what do I do tab on the main page for more information.

Please Note: The skilled craftsmen at LensFactory will handle your frames carefully. If they are fragile or your dog chewed on them we may need to return them without filling your prescription. Don't send us something that is falling apart, it will just waste our time and it would be a bad investment anyway.

7. Can I Cancel My Order?

You can cancel an order if you do it fast, if we start processing your lenses, we will need to complete them and ship them to you.

 

8. Taxes

We ensure that we are abiding by all state and local tax laws, and charge tax where applicable in the United States of America.  Any customs tax, or import tax for international orders are the responsibility of the customer.  Once the package reaches Customs, it is the responsibility of the buyer to pay any taxes, fees or customs charges imposed for import into your country to release said package from Customs.