Customer Service

 

 

Shipping and delivery

At EyeBuyExpress.com, we do our best to ensure that your lenses and frames are produced quickly and made to match your vision care needs.

Your vision and your business is important to us. With our partners' laboratories expert professional staff and frames that are stored in-house, we can provide you not only with high quality glasses, but also with fast processing times. By cutting out the middle man, we can produce your glasses and ship them to you in the shortest time possible. All of our orders are shipped with a tracking number making it easy for you to track your glasses!

To help you estimate the processing and shipping time for your order - please read the table below:

Lens Type Process time
Single Vision- Regular Rx. 3 business days
Single Vision- Strong Rx*. 4 business days
MultiFocal (Progressive) 6 business days
Prescription Sunglasses 4 business days

Shipping Time and Prices
USA Priority Mail 4 business days $8.39 | Two day Air 2 business days $19.95
UK / Canada UPS/FedEx Delivery 3 business days $21.95
Rest of the world Courier Delivery 3 business days $24.95

 

Please note:

* Strong Prescriptions - Prescriptions with CYL of +/- 3.00 and above, orders with with tints and Transitions lenses may take additional time to process. If your prescription is incomplete or we have questions about your order, including the prescription, you will be notified and it may cause delays in production, we do want to make sure your order is correct

We appreciate your patience.

 

Privacy policy

We can be reached via e-mail at info@EyeBuyExpress.com

For each visitor to our Web page, our Web server automatically recognizes the consumer's domain name and e-mail address (where possible). We save the domain name and e-mail address (where possible) of visitors to our Web page, the e-mail addresses of those who post messages to our bulletin board, the e-mail addresses of those who communicate with us via e-mail, information volunteered by the consumer, such as survey information and/or site registrations, name and address, telephone number, payment information (e.g., credit card number and billing address).

The information we collect is used for internal review and is then discarded. Your information is never shared or sold. It may be disclosed only when legally required to do so, to verify or enforce compliance with the policies and rules of use for our Website and applicable laws or to protect against misuse or unauthorized use of our Website.

With respect to cookies: We use cookies to record information, such as items that consumers add to their shopping cart, record past activity at a site in order to provide better service when visitors return to our site.

If you do not want to receive e-mails from us in the future, please let us know by sending us a e-mail at the above address. If you provide us with your address you will only receive the information for which you provided us your address. If you supply us with your telephone number you will only be contacted by us with information regarding orders you have placed with us.

If our information practices change in the future we will contact you to notify you of the policy change and to provide you with the ability to opt out of these new uses.

 

Return policy

If you are not completely satisfied with your eyeglasses, you may return them for a One-Time replacement OR a refund (shipping costs NOT included).

  1. Customer MUST contact customer service prior to returning an order and obtain a RAN (return auth number) to include with the return
  2. The returned Glasses must be complete with case and cleaning cloth.
  3. You must get a tracking number for the returned glasses and must provide it to CustomerService@eyebuyexpress.com along with RAN
  4. Refunds are applicable to orders within 17 Business Days of receiving the glasses.
  5. If you choose a frame of higher value, the difference will be charged.
  6. If you choose a frame of lower value, the difference will NOT be refunded.
  7. If you decide to choose upgrades of higher value, the difference will be charged.
  8. If you decide to choose upgrades of lower value, the difference will NOT be refunded.
  9. Shipping and handling costs are NOT refunded.
  10. Progressive and Bifocal: There is a $10 restocking fee on progressive and bifocal orders.
  11. Sunglasses, Sport frames, and Accessories are not included in the return and refund policy.
  12. If your prescription is entered incorrectly on the customer order form there will be a $20 restocking fee.
  13. If you are unsure about how to enter your prescription please upload and email it to customerservice@eyebuyexpress.comand we will make sure it is correct

    Please make sure to follow the return requirements or it may delay or void your ability to get a refund or exchange.

 

Why choose us?

EyeBuyExpress.com is the smartest and most affordable way to buy glasses online!

It has never been easier or more convenient to buy glasses online - try EyeBuyExpress risk free! Save Money When you Buy Glasses Online!

EyeBuyExpress.com is one of the leading online eyeglasses stores! With minimal operational costs we can offer our customers a large variety of complete eyeglasses and sunglasses with the best prices on the web and with a savings up to 90% compared to retail stores. We are so confident about our low prices that we even provide you with a "110% lowest price guarantee"! If you find our products with lower prices elsewhere - we'll pay you 110% of the difference!

How can we do this? It's simple. We keep our overhead low and we don't deal with any middle men! With our partner laboratories combined with our in-house stocked frames, we can guarantee our customers high quality affordable, prescription eyeglasses. We pay less. You pay less. It's a win win.

Top quality eyeglasses!

We never compromise on quality at EyeBuyExpress.com! As a leading online eyeglasses store, we partner with the best laboratories around the world providing our customers with lenses that exceed FDA requirements. Every pair of lenses is tested in our labs prior to shipment. If they do not meet industry standards they are not shipped.

You'll be satisfied and that's a promise! all eye glasses from EyeBuyExpress.com come with our 100% satisfaction guarantee. If, for any reason, you're not satisfied with your prescription glasses, you can return them for an exchange of a new pair of glasses or get a refund! To view our return policy in full, please visit our terms and conditions.

Professional and friendly service!

Our customers always come first at EyeBuyExpress.com and we will do everything possibe to make you happy and 100% satisfied. When you shop for eyeglasses online at EyeBuyExpress.com, trust that you'll receive high quality prescription glasses and lenses at affordable prices with an easy ordering process - all done from the comfort of your home! We pride ourselves on bringing you affordable glasses with professional and friendly service.

 

General Terms and Conditions

GENERAL TERMS AND CONDITIONS OF USE
Thank you for visiting the EyeBuyExpress.com website (the "Site" or EyeBuyExpress.com)The General Terms and Conditions must be agreed to by you prior to any purchase, this is accomplished and acknowledged by you by clicking the check box on the order page that indicates you agree to the Terms and Conditions. If you do not agree to these Terms and Conditions, you cannot use this Site and/or/to purchase any products or services through this Site. There might be changes to these Terms and Conditions from time to time or the Site or specific policies and conditions of the Site and sales that occur from the Site with EyeBuyExpress, it is your responsibility to read through these Terms and Conditions upon each interaction with the Site to be certain you fully understand the rules and regulations governing usage of this Site and purchases on this Site and post-purchase protocols. Your continued access or use of the Site shall be deemed to be your acceptance of any changes to the Terms and Conditions.

CUSTOMER OBLIGATIONS
In consideration of your usage of this Site, you agree to: provide accurate and complete personal information as required by the order page ("Account Information") and update your personal information to keep the Account Information current, accurate and complete. If you provide information that is untrue, inaccurate, not current or incomplete, or we have plausible suspicions that such information is inaccurate, incomplete or untrue we reserve the right to suspend or terminate your account and refuse any and all current and future use of the Site including, but not limited to, sales resulting from the site. In such a case, your account information and/or other information about you that we have gathered through your interaction with the Site will remain the property of EyeBuyExpress but will not be distributed to any third party. Account information is subject to our Privacy Policy which can be found on this site. Please review our Privacy Policy to understand our privacy related practices.

CUSTOMER CONDUCT
It is forbidden under these Terms and Conditions to engage in any activity that will restrict or inhibit other users from using this Site. Posting on or transmitting through any unlawful, harmful, threatening, abusive, harassing, defamatory, vulgar, obscene, sexually explicit, profane, hateful, fraudulent, racially, ethnically, or otherwise objectionable material of any kind on the Site including, but not limited to, any material that encourages conduct that would constitute a criminal offense, give rise to civil liability, or otherwise violate any applicable local, state, national, or international law. Tampering with the Site in any way without the express written permission of the Site administrators constitutes a criminal offense that will be prosecuted to full extent of the law. Parsing any content within the Site or copying any source code for the purpose of mimicking the look and feel of the Site for any reason without the express written permission from the Site owner(s) is forbidden under U.S. and International copyright laws and will be pursued vigorously through the U.S. and International legal systems. You agree not to reproduce, duplicate, copy, sell, resell or exploit for any purposes, any portion of the Site, use of the Site, or access to the Site unless you first obtain our express written consent to do so. You agree not to access the Site by any means other than through the interface that is provided by us for use in accessing the Site.

PRODUCT DESCRIPTIONS
We have made every effort on the Site to display the dimensions and colors of our products as accurately as possible. However, the colors you see in our products will depend on your monitor. We cannot guarantee that your monitor's display of any color will be accurate. We do not warrant that the product descriptions are accurate, complete, reliable, current, or error-free. If a product offered by the Site is not as described, your sole remedy is to return it unused and with the full contents in accordance with our return policy below.

PURCHASING POLICY
Prescription
You hereby agree and certify that the prescription you use to order prescription lenses is a valid prescription. By placing an order on the Site, you present the information you enter into the Site is correct, valid and true, and matches your prescription exactly as provided by your eye care provider. You further certify that you will renew your prescription in strict accordance with your eye care provider's suggested regiment. You understand that EyeBuyExpress will not guarantee your order as to the terms set forth below unless you have a valid prescription. You hereby agree that EyeBuyExpress.com and its representatives may contact your eye care provider with any questions, comments, or concerns in regards to your prescription.

When you are fitted for eyeglasses by your eye care practitioner, they should provide you with a copy of your prescription with your pupillary distance included (PD). Keep in mind that eyeglass and contact lens prescriptions can be different, so you should ensure that you are ordering the parameters for your eyeglasses and not contact lenses. When entering your prescription it is your responsibility to enter it correctly, including but not limited to the pupillary distance (PD). If a PD is not entered, EyeBuyExpress will assume an average PD and utilize that, however in doing so, you agree that you forfeit all rights of return for a full refund and will only be granted store credit or an exchange in accordance with the rule above should the prescription be deemed faulty or inaccurate.

Coupons and Discounts
EyeBuyExpress aims to keep their eyeglasses as affordable as possible and often distributes coupons and coupon codes to keep the cost of eyewear affordable. The administrative system does not allow for the combination of coupons and coupon codes may not be combined. As EyeBuyExpress offers 100% Store Credit as an option during the Return process, using it is equivalent to an exchange, discount codes may not be used in conjunction with store credit when store credit is used as the primary form of payment.

Cancellation and Order Changes
Most orders from EyeBuyExpress.com start the production process within the first few hours after receiving the needed information. Therefore, we cannot accept cancellations.

Order Production and Processing
Your order will usually start the production process no later than 24 hours after the order was placed. Delays in order production may apply when insufficient information is given by the customer. Delays in production of the order may also occur should we have questions or concerns about the order or prescription. In cases where production is delayed, the customer will be notified. In the event that a Buy One Get One discount code was used during purchase and both pairs of glasses were returned, EyeBuyExpress will only offer 100% Store Credit of the full amount paid. Should only one pair of glasses be returned, EyeBuyExpress will offer and exchange of the one item. If any item is deemed defective by our manufacturers, we will issue you a refund or exchange.

Shipment and Delivery
Deliveries from any EyeBuyExpress.com purchase will be made as soon as possible to the address on your order from any EyeBuyExpress facility - All shipping times begin after the approximate three to five (3-5) business day production period although the production processing times may take longer if you ordered progressive or bifocal lenses and in some cases Transitions or tinted lenses. In most cases, we will attempt to complete and deliver your order within 10 (ten) business days from the date your payment is confirmed, however, subject to delays outside our control, the overall delivery period should not exceed 30 days. Once the package is shipped from a EyeBuyExpress facility, it is no longer the responsibility of EyeBuyExpress. Delays resulting from the carrier will be handled in a timely manner but are not the responsibility of the Site.

Shipping Delays:
It is important that you enter your address correctly as our mailing program will not capitalize, punctuate, or space for you. If your package is to arrive at a commercial address - like an office - please indicate that your eyeglasses are to be delivered in care of the company name. The postal service does not and will not recognize individuals at commercial addresses. Failure to input any part of your address will cause delays in your shipment and create added expense for your product. EyeBuyExpress will not refund or exchange products that were shipped to an address that was missing information consequently making them undeliverable.

NOTE: Orders, on average, can take 3-5 business days to process prior to shipment. Processing times may take longer if additions were added to the lens such as, but not limited to, coatings and tints. Additionally, progressive and bifocal lenses may take longer to process. Upgrading your shipment does not infer overnight delivery. Shipment time-frames are estimates and do not include processing days.

 

Satisfaction Guarantee

Our 100% Satisfaction Guarantee means that you can trust EyeBuyExpress to deliver high quality and authentic designer or private label eyeglasses to you at affordable prices. In the event that you are not satisfied with your purchase, EyeBuyExpress will gladly reproduce your glasses with frames and lenses of similar or lesser value at no charge, this will be considered your one-time exchange. To qualify for this, you must notify EyeBuyExpress in writing via email within 10 days of your receipt of the glasses and must return the glasses to EyeBuyExpress's return department within 30 days of your receipt of the package. EyeBuyExpress will gladly absorb the cost of shipping for you during this one-time exchange for your original order. However, it is your responsibility to provide shipping for the return of the original package to EyeBuyExpress with exceptions being (a) defect or flaw; (b) incorrect prescription as a result of a EyeBuyExpress error; (c) wrong item ordered as a result of EyeBuyExpress error. In these cases, EyeBuyExpress will provide shipping and handling costs back to our facilities. To start the returns process, please contact customer service at customerservice@EyeBuyExpress.com in order to receive your return authorization number.

We are currently unable to accept returns if the original order or their accessories, such as cases and cloths, are not in their original merchantable condition, or if the original order or their complimentary accessories are returned more than 30 days after the date of delivery. In the case of defective lenses, please contact us immediately. If lenses are deemed by the manufacturer to be defective, we will issue you a refund or exchange. Shipping and Payment

When you place your order, you have a choice in your shipping method. Priority shipping can take up to approximately 14 business days from the date of shipment. If you need your glasses faster, choose the expedited delivery option to receive your shipment in approximately five (5) business days from the date of shipping after the three to five (3-5) day processing and production time mentioned above. Delays in shipment due to the fault of the carrier will not result in a refund of shipment cost.

All shipments include an eyeglass case and lens cleaning cloth. Your return must include both of those items as well as the eyeglass frames and lenses. Warranty

EyeBuyExpress guarantees their products for three (3) months from the customer receiving the shipment. A one (1) time exchange may be done for any pair of eyeglasses or sunglasses that are defective in either the lens or the frame. Exchanges are done at the discretion of EyeBuyExpress. In order to obtain clearance for exchanging a faulty item, please send a picture of the faulty item to service@EyeBuyExpress.com.

LIMITATION OF LIABILITY
We do not and will not accept liability for any consequential or incidental damages that arise from outside sources and are out of or are related to the purchase of goods or services from EyeBuyExpress.com. We do not and will not accept liability in cases where customers provide us with prescriptions not suited to their condition and personal prescription. We also will not accept prescriptions more than two years old. We highly discourage customers from using eyeglasses that are not suited to their prescription.

COPYRIGHT AND INTELLECTUAL PROPERTY
EyeBuyExpress, the EyeBuyExpress logo, EyeBuyExpress.com, and other graphics or service terms or names that are used on the Site by EyeBuyExpress are the sole property of EyeBuyExpress. EyeBuyExpress property may not be used for the sale or promotion of any third-party products or services or in any manner that disparages or discredits EyeBuyExpress. All other brands and names (including third-party product names) are the property of their respective owners. Usage of the name EyeBuyExpress, EyeBuyExpress.com, the EyeBuyExpress logo or any other graphics or services on any site must be granted by EyeBuyExpress.

OTHER RIGHTS
EyeBuyExpress reserves the right to monitor areas of the Site electronically and may at our sole discretion disclose any data or communication of any kind. We may terminate or suspend your account and your accessibility to all or part of the Site, without notice, for any conduct that we, in our sole discretion, believe is in violation of any applicable law or is harmful to the interests of another user, a third-party or us.

As Customer Service is the most important aspect of our business, we reserve the right to deny your purchase of any product or service if it is apparent that you intend to resell the products. In addition, we reserve the right to limit quantities of items purchased by each customer to protect us to these ends.

TERMINATION OF TERMS
These terms are effective until terminated by either party with no prior written notice. If you no longer agree to these Terms and Conditions, you must stop your use and visit of/to this Site. Subject to applicable law, we reserve the right to suspend or deny, in our sole discretion, your access to all or any portion of the Site with or without notice. You agree that any termination of your access to the Site may be effected without prior notice, and acknowledge and agree that we may immediately deactivate or delete your account and all related information and files in your account and bar any further access to such files or the Site. Further, you agree that we shall not be liable to you or any third-party for any termination of your access to the Site.

APPLICABLE LAW
We make no representation that the Content in the Site is appropriate or available for use in other locations, and access to it from territories where its content is illegal or prohibited. Those who choose to access the Site from other locations do so at their own initiative and are responsible for compliance with applicable local laws. You may not use or export the Content in violation of U.S. export laws and regulations. Any claim relating to the Site, the services provided through the Site or the Content (a "Claim") shall be governed by the internal laws of the State of New Mexico and the laws the United States of America applicable therein, without reference to any choice of law provisions. You hereby irrevocably consent to the exclusive jurisdiction and venue of courts in the state of New Mexico and irrevocably agree that all Claims may be heard in such court. You agree that a final judgment in any such action or proceeding shall be conclusive and may be enforced in other jurisdictions by suit on the judgment or in any other manner provided by law.

SITE CONTENT
You acknowledge that the Site contains information, data, software, photographs, graphics, videos, text, images, typefaces, sounds, and other material (collectively "Content") that are protected by copyrights, trademarks, or other proprietary rights, and that these rights are valid and protected in all forms, media and technologies existing now or hereinafter developed. All Content is copyrighted as a collective work under the U.S. copyright laws, and we own a copyright in the selection, coordination, arrangement, and enhancement of such Content. You may not modify, remove, delete, augment, add to, publish, transmit, participate in the transfer or sale of, create derivative works from, or in any way exploit any of the Content, in whole or in part. If no specific restrictions are displayed, you may make copies of select portions of the Content, provided that the copies are made only for your personal, information and non-commercial use and that you do not alter or modify the Content in any way, and maintain any notices contained in the Content, such as all copyright notices, trademark legends, or other proprietary rights notices. Except as provided in the preceding sentence or as permitted by the fair use privilege under the U.S. copyright laws (see e.g. 17 U.S.C. Section 107), you may not upload, post, reproduce, or distribute in any way Content protected by copyright, or other proprietary right, without obtaining permission of the owner of the copyright or other proprietary right. In addition to the foregoing, use of any software Content shall be governed by the software license agreement accompanying such software, if any.

INTELLECTUAL PROPERTY POLICY
Because copying can harm rightful owners of IP rights we drafted the following IP Policy: You may not infringe any of the intellectual property rights associated with the manufacture, design, branding and packaging of any products advertised on the Site nor introduce any modifications to the products supplied by us unless the nature of the delivered product dictates otherwise. Use of the Site does not constitute a license to use in any way, any of the trademarks owned by us or our licensors, including but not limited to the words EyeBuyExpress. All content, designs, text, graphics, software compilations, underlying source codes, and other graphic arrangements together with the compilation (meaning the collection, arrangement and assembly) of all content on the Site are the copyright of us or our licensors, where applicable. Permission is granted to users to download and print one copy of the Site for their own personal, non-commercial, use. Any other use of the Site including the reproduction, modification, distribution, transmission, republication, display or performance of the content of the Site without prior written consent from us is strictly prohibited. Last but not least: you may not create and/or publish your own database that features substantial parts of the Site without our prior written prior approval.

SUBMITTED FEEDBACK
It is our desire and pleasure to hear from our customers and welcome your comments regarding our products, including the Site. We request that you be specific in your comments on our services and products. If you send us comments, suggestions, ideas, materials, notes, drawings, concepts, or other information (collectively, "Submissions"), the Submissions shall be deemed, and shall remain, our property. None of the Submissions shall be subject to any obligation of confidence on our part, and we shall not be liable for any use or disclosure of any Submissions. Without limiting the foregoing, you agree that we shall exclusively own and hereby assign to us without compensation or further obligation all now known or hereafter existing rights to the Submissions of every kind and nature throughout the universe and shall be entitled to unrestricted use of the Submissions for any purpose whatsoever without compensation to the provider of the Submissions, including the right to publish on the Site or elsewhere and to use the Submission, including any suggestions, ideas, etc. contained herein.