At Framequest.com, our goal is to provide the perfect blend of price and customer service. We want to offer our customers the easiest, hassle-free return policy in the industry. If you are not satisfied with your purchase, you may return non-prescription items within 14 days from the date of shipment. Returns received after the 14 days period will only be eligible for a refund in the form of store credit. All returns require a return authorization. To obtain a return authorization please email your request to customer service at Support@FrameQuest.com. Please include your reason for return.
Hassle free returns.
Due to our amazing pricing we are required to charge 20% of the original purchase price restocking fee for all refunds. Merchandise must be returned and received undamaged, and in the original packaging. The customer is responsible for return shipping charges, including duty and tax if applicable. For your protection, we suggest all returns be sent back to us through a traceable carrier.
The refund will include the retail price paid, less 20% restocking fee, plus any applicable sales tax. We’ll notify you via email of your refund once we’ve received and processed the returned item. Orders will not receive credit for the cost of shipping. Orders placed with "Free Shipping" are subject to a deduction of $8.95 plus 20% restocking fee.
Returned merchandise is usually opened and inspected within 36-72 hours of receipt. At that time your refund will be credited back to the original method of payment. Once credited, allow up to two billing cycles for the credit to appear on your monthly billing statement.
If you would like to exchange your purchase simply send back the original item and place a new order for the desired item within 14 days from the date of shipment. The customer is responsible for the cost of return shipping charges, including duty and tax if applicable. For your protection, we suggest all returns be sent back to us through a traceable carrier.
Due to the time involved in shipping and processing your return, we recommend placing a new order right away to ensure the item you want is in stock. Availability of items can change quickly -- if you wait to place a new order after your return is processed, items in your original order may no longer be available.
Damaged or Incorrect Merchandise
All of our eyeglasses and sunglasses go through a rigid inspection process before being shipped to you. In the event that you receive a damaged or incorrect item please email us at firstname.lastname@example.org.
All of our sunglasses and eyeglasses carry the original manufacturer’s warranty. These warranties are usually a minimum of 1 year, however they are brand-specific and could differ between manufacturers. The frame is covered under the warranty from the date of purchase.
The warranty and manufacturer’s guarantee ONLY cover the frame portion of your glasses, not including prescription or custom lenses purchased along with it.
What is covered under the warranty?
Manufacturing defects. These defects include structural design and welding points. What is NOT covered under the warranty?
Defects that include, but are not limited to, damage caused by tarnishing, twisting, scratching, bending, sitting on, dropping, smashing, stepping on, or forceful mishandling of frames.
To find out if your frames are within warranty guidelines, please contact customer service by email at email@example.com.
Exchanging Prescription Lenses
At Framequest.com we have highly trained and licensed opticians making every pair of prescription eyeglasses and sunglasses. Using an extensive quality check process, we do our best to ensure that every pair of eyeglasses is
made precisely to the prescription and specifications needs of our customers.
Prescription lenses are custom-made for each individual customer. Therefore we CANNOT accept returns on any prescription lenses.
However, if you would like to exchange the lenses with a new pair, you may do so by sending us the original frame and lenses. We offer a 50% refund on the original pair of lenses:
Exchanging lenses only
Return both frame and lenses. We will issue a 50% refund on the lens portion of your original order, and place a new order with charges for the new lenses (not including frame). Once the new pair of lenses has been made, we will ship both the frame and lenses at no cost.
Exchanging both frame and lenses
Return both frame and lenses and place a new order on our website. You will be credited 100% frame value and 50% lens value of the original order. Once the new pair of lenses has been made, we will ship both the frame and lenses at no cost
All exchanges must be made within our standard 30 days of the original date of shipment. The customer is responsible for return shipping charges, including duty and tax if applicable. Refunds will be processed after we receive the returned items.
For help on how to exchange your prescription lenses, please contact customer service via email at firstname.lastname@example.org.
Returns for $38.00 Glasses
$38 Glasses are only eligible for a one time exchange. A shipping and handling fee of $8.95 for the replacement pair is required
Prescription Lens Guarantee
All of our prescription lenses at Framequest.com are applied with a scratch-resistant coating. This coating makes the lenses less prone to scratches and other damages. If your eyeglasses become scratched and you wish to replace them, we would gladly offer a one-time replacement for 50% off your original purchase price. You must take advantage of this within the 1st year of your purchase.
To find out if your prescription lenses are eligible for the 50% replacement offer, please contact our customer service via email at email@example.com.
Return Mailing Address
Once you’re ready to return or exchange your merchandise, please send your package using your preferred method of shipment (preferably insured and traceable) to us at:
Attention: Returns Dept.
5020 Sunrise Hwy
Massapequa Park, NY 11762
RA# must be on the outside label