Returns and Exchanges

1.1 Exchanges

365-day free exchange. Lens boxes must be unopened, unmarked, undamaged, and unexpired.

1.2 Refunds

365-day refund with a 10% restocking fee. Lens boxes must be unopened, unmarked, undamaged, and unexpired.

*Original shipping/insurance charges are non-refundable.

1.3 365-Day Return Policy

Contact lenses may be returned or exchanged within 365 days of purchase provided they are unopened, unmarked, undamaged, unexpired, and in original condition with packaging. Such returns will be refunded in full minus a 10% restocking fee. Original shipping and insurance charges are non-refundable. We cannot accept opened boxes of contact lenses or vials, as we are unable to return these to the manufacturer. The following lenses are also non-refundable and non-exchangeable because they are custom made to order by the manufacturer: Optima Toric, Proclear Toric XR, Proclear Multifocal XR, Proclear Multifocal Toric, Frequency 55 Toric XR, Encore Toric XR, and Vertex Toric XR.

1.4 Defective Products

In the unlikely event you receive a defective lens, do not throw the lens away. It may need to be returned to the manufacturer for analysis. Provided the lens manufacturer agrees the lens is defective, a replacement lens will be issued at no cost. Please note that defective lenses may only be exchanged for the exact same lens and prescription. We cannot issue refunds for defective items.

1.5 Returns Procedure

Before returning items, please contact our customer care team by email and include your name, order number, and the reason for the return. If calling, please have this information available. Our customer care team will issue you a Return Merchandise Authorization (RMA) number and the return procedure. This RMA number should be written prominently in the address portion of your return package.

1.6 Cancelled / Refused / Return to Sender

We are dedicated to providing the best customer service to all of our customers. We pride ourselves on our ability to quickly and accurately process all orders. If you have any questions regarding your purchase, we will do everything we can to address your concerns. If you wish to cancel your order for any reason, please contact us as soon as possible. As a vast majority of in-stock items ship within 24 hours, it is imperative that you contact us so we may attempt to cancel your order before it is processed and/or shipped. If your order has been processed but not shipped and you wish to cancel your order, there will be a 3% cancellation fee to recover merchant fees.

What happens if my order has already shipped?

If your order has been shipped, all refunds will incur a 10% restocking fee within 365 days of receipt of item. Alternatively, items can be returned within 365 days of the original order date. Please note that customers are responsible for all charges associated with return shipping of goods back to VisionPros. All shipping fees are non-refundable.

Note: Please allow up to 10 business days for your return or exchange to be processed.

1.7 $3.95 Insurance Fee

There is a mandatory $3.95 insurance fee for all contact lens orders. This fee:

  • Insures your package for its full value through VisionPros should it be lost or damaged in transit.
  • It covers the shipping of goods from VisionPros to the customer for exchanges. (The customer is responsible for all costs associated with shipping goods back to VisionPros.)
  • At VisionPros, we guarantee that all of our products are 100% authentic and include, at no charge to you, a protective eyeglass case, cleaning cloth, and a full 100-day exchange/ return policy with a full 365-day warranty against all manufacturers' defects.

    2.1 Exchanges

    100-day full exchange policy. Returned product must be in its original condition.

    *One exchange is covered per sales order. If requesting an additional exchange on the same sales order, customer is responsible for all associated shipping costs and will be billed a 20% restocking fee on the lens portion of any specialty lenses. (These include: polarized, progressives, photochromic, sun reaction, and gaming lenses).

    2.2 Refunds

    100-day full refund policy. Returned product must be in its original condition.

    *Original shipping/insurance charges are non-refundable.

    2.3 Promotions Return/Exchange Policy

    Promotions may be subject to sale specific return/exchange terms. The return/exchange policy for each promotion will be displayed on the promotion banner

    *By utilizing a VisionPros promotion, you agree to these terms.

    2.4 100% No-Risk Satisfaction Guarantee

    Our 100% No-Risk Satisfaction Guarantee means that you can trust VisionPros to deliver high quality, authentic brand name eyeglasses to you. If for any reason you are not fully satisfied with your new eyeglasses, we offer a 100-day Exchange or Refund Policy that begins when you receive your glasses. Product must be in original condition.

    2.5 Some Considerations Before Returning

    1. If your eyeglasses are not fitting well (may feel too tight or loose), please take them to your local optician for an adjustment. Minor adjustments can improve a fitting greatly. Most opticians will adjust for free or for a small charge.
    2. VisionPros’ optical labs have the highest quality control standard to make sure that your eyeglass lenses match your provided prescription exactly before shipping out. It takes most people about a week of fulltime wear to adjust to a new prescription. So if your new eyeglasses feel too strong or not right, please give it at least a week of wear before returning.
    3. Our Progressive lenses are the best in the industry but all progressive lenses should be adjusted by an optician. If you order a pair of progressive lenses, we highly recommend that you get them adjusted on your face by an optician. It might cost up to $15 depending on the location, but it is worth it to see the best out of your new progressive lenses.

    2.6 Return/Exchange Procedure

    Before returning items, please contact our customer care team by email and include your name, order number, and the reason for the return. If calling, please have this information available. Our customer care team will issue you a Return Merchandise Authorization (RMA) number and the return procedure. This RMA number should be written prominently in the address portion of your return package.

    Please note:

    1. All returns are inspected upon arrival. Exchanges and refunds will be issued when it is deemed the returned product is in its original condition, with all the original packaging intact.
    2. VisionPros will provide a pre-paid label for you to ship your product back to our facility for a return or an exchange. We do not accept liability for any product that incurs damage in transit during the return or exchange process, so please ensure that the packaging is secure.
    3. VisionPros will cover the costs associated with shipping new product to the customer for an exchange. Only one exchange per order is covered. In the rare case that a customer would like to exchange multiple times, reshipping costs will be billed to the customer.

    2.7 VisionPros’ 365-Day Warranty Policy for Glasses and Sunglasses

    VisionPros stands behind the exceptional quality provided by the world's best brands. With most brands, the manufacturers’ warranty will be available worldwide. For others the official warranty may not be available in your country due to brand policies and agreements. In this case, we offer our own exclusive 12-month warranty against all manufacturers' defects* without exception. We strive to efficiently resolve defect issues by offering replacements or replacement parts free of charge within that 365 Day period. Note that damage to frames or lenses caused by general daily wear is not covered by this guarantee.

    2.8 *Manufacturers' defects:

    This refers to defects arising from the manufacturing process usually refers to defective hinges, welding points, discoloring, etc. These DO NOT include damage from ‘wear and tear’ usage, or harm arising from product misuse or accident.

    2.9 Procedure for Returning Items with Manufacturer’s Defects

    Before returning items, please contact our customer care team by email and include your name, order number, a brief description of the issue and attach a photograph of the defect. Our customer care team will review the information provided and if the issue is deemed a manufacturer’s defect, we will provide you with a RMA and a pre-paid shipping label. We will assist in replacing the faulty product as soon as possible. Replacements for manufacturer’s defects are covered at no charge to the customer.

    2.10 $6.95 Insurance Fee*

    All eyeglass orders are billed a mandatory $6.95 insurance fee. The fee:

    1. Insures your package for its full value through VisionPros should it be lost or damaged in transit.
    2. It covers the return postage back to VisionPros if you are not 100% satisfied with your order and wish to do a return or an exchange.
    3. It covers the shipping of goods from VisionPros to the customer for exchanges. (Only one exchange is covered per sales order).
    4. In the unlikely case that you experience a manufacturer’s defect with your product, VisionPros will provide a pre-paid return label to you and work to replace the product as soon as possible.

    Eyeglasses Guarantee

    100-day exchange/return policy + 365-day manufacturer's warranty

    Eyeglass Education

    Have questions about Eyeglasses? Check out our FAQ page

    Contact Lenses Guarantee

    We offer a no hassle 365 day return policy on contact lenses

    Eyes for the World

    Bringing sight to those in need. Learn about how we're making a difference

    Help Desk Software