Returns Help

Find answers about Returns and common questions & concerns of customers related to optical, vision, ordering information and more.

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Return Instructions
Note: All warranty requests, incorrect or damaged items require prior approval. Please see Warranty Information for details.

Generate a return authorization:

Start your return by generating a new return authorization form directly online from the online invoice page.


Step-by-step instructions:

  1. Click the RETURN button shown on your online receipt.
    • The online receipt page may be found in the Order Status section.
    • Only shipped orders qualify for returns.
  2. Select the quantity and type of the item(s) being returned.
    • Return Types: Refund, Exchange, or Warranty.
    • Return Comments: Instructions, issues, item(s) being exchanged.
  3. Print out your return form and package your return.
    • No printer? Simply write the order number outside of the box.
    • Pack the items including all original packaging and condition securely in a cardboard box (Please do not use an envelope).
    • Lens Guarantee Requests: Include a copy of the (new) prescription in the return package.
    • Try-on Requests: Describe the lenses and options desired in the comments section of the return and include a copy of the prescription in the return package.
  4. Ship your return.
    • Ship the return to the address provided on the return form.
    • International returns write 'RETURN WITH NO VALUE' on your shipment, or it may be refused.
    • Ship your package insured and trackable with USPS, UPS, FedEx, or shipping courier of your choice.
    • A pre-paid return USPS shipping label may be provided for an additional cost upon customer request. Request Order Assistance or Contact Support to request a pre-paid return shipping label.
  5. Track your return.
    • Track the return shipment using the tracking number provided by the shipping company.
    • Returns received are processed by the returns department around 1-2 weeks after delivery.
    • A notification email is sent to the customer when the return is processed with details regarding the refund, exchange, or if any other issues which may require further attention.
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Return Policy

We offer flexible and convenient return options and policies to support most return types.

Type Days Description Policy
Refund 30 Qualifying items may be returned for a refund to the same payment method on file. Certain rules and exceptions apply, see policy for details. Return Policy
Exchange 30 Qualifying items may be returned for an exchange for another item or store credit towards a future order. Certain rules and exceptions apply, see policy for details. Return Policy
Try-on (Exchange) 30 Order multiple frame styles to try on at home before adding lenses. Return the frames to have lenses made for the approved styles while receiving a credit on the rejected styles towards the lenses. A return for an exchange may be selected for home try-on requests. Certain rules and exceptions apply, see policy for details. Return Policy
Lens Accuracy Guarantee (Warranty) 60 Prescription lens orders are covered against changes in the prescription by the doctor. Lenses in the new prescription are made at no extra cost aside from a small processing fee. Certain rules and exchanges apply, see policy for details. Lens Accuracy Guarantee
Warranty 365 Defective merchandise is covered under warranty for repair or replacement at no extra cost aside from a small processing fee. Certain rules and exchanges apply, see policy for details. Warranty Policy
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Warranty Information

Shop with confidence knowing your purchase is guaranteed under the Go-Optic warranty and any other additional warranty offered by the manufacturer.


Go-Optic Warranty

The Go-Optic warranty is handled directly through the returns department. Review the following information to help understand the warranty service. Certain rules and exceptions may apply. Please see the complete Warranty Policy for details.

  • What is covered:

    Go-Optic warrants that all new products are free from defects in manufacturing, materials, and workmanship for a period of one year from the date of purchase.

  • What is not covered:

    The warranty does not cover defects or malfunction caused by misuse, abuse or improper maintenance, failure to follow operating instructions or use with equipment with which it is not intended to be used. Cosmetic or incidental damages, breakage, alteration, or standard wear and tear are not considered defective and are not covered under warranty.

  • What we will do:

    We will, at our discretion, repair or replace any product that proves to be defective in material or workmanship during the warranty period. If your product is no longer being manufactured or is out of stock, we may replace your product with a comparable or improved product at our option. If you return a defective product within the first 30 days of purchase, you will receive a new replacement unit. Replacement units sent to replace products returned after the first 30 days from the date of purchase may be refurbished units of similar cosmetic wear.

  • What we will not do:

    We will not pay for shipping, insurance, or transportation charges from you to us, or any import fees, duties, and taxes.

  • How to obtain the warranty service:

    All warranty requests may be handled through the standard return procedure by following the Return Instructions and selecting "Warranty" as the return type.

    Send photos of the defective product for prior approval. Prior email approval is recommended to receive faster service and avoid incurring any irrecoverable and unnecessary (shipping) fees for an unapproved request. The following email support form may be used to attach and send photos of the defective product to the returns department for review.

      Email Support Form

Manufacturers Warranty

The Go-Optic warranty does not extend to the manufacturer warranty. Any extended manufacturer warranties must be handled directly through the manufacturer. The manufacturer may be contacted for further assistance about any extended warranty offers and services.

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Check Return Status
Please allow up to 7 business days for your return to be processed, once we have received it. Once processed, you will receive a notification via email with further information. If your returned package has not yet been delivered, please contact your shipping company. Unfortunately, we are not responsible for returned packages that we have not receive. 

If it's been longer than 7 business days from when the return was delivered, please contact support for further assistance.
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Modify or Cancel Return
If you would like to make any changes to your return before it begins processing, you may submit a new form with the updated information online. Use this method even if you already shipped back your return.

If you would like to cancel a return request, please contact support for further assistance.
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Received Damaged Product
We sincerely apologize if you received a damaged item. Please notify customer support immediately if you have received a damaged item.

Unadjusted Glasses Notice:
All frames without lenses requested arrive brand new directly from the supplier. It is possible for these frames to arrive crooked or out of adjustment. Please request a personal adjustment upon having lenses installed from your local optical shop. Crooked frames in most cases are not considered defective and can be adjusted to fit your face by a skilled technician. We pre-adjust all frames with lenses ordered from us to be as straight as possible before shipment. Not all heads are shaped the same. Therefore, it may be beneficial for you to have the frames adjusted at your local optical shop. If you have trouble finding proper assistance with adjusting your new frames, please contact us to send the frames back along with a picture of yourself or specific instructions, and we will adjust them to our best ability. The best adjustments are made when the wearer is in the physical presence of the professional.
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Still have questions?
Contact a customer support specialist. Email Us