Find answers about Returns and common questions & concerns of GoOptic.com customers related to optical, vision, ordering information and more.
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Start your return by generating a new return authorization form directly online from the online invoice page. Note: All warranty requests, incorrect or damaged items require prior approval. Please see Warranty Information for details.
Generate a return authorization:
Step-by-step instructions:
Track the status of a return based on the possession and location of the shipment. Track the returned shipment with the shipping courier used to receive the estimated delivery date and the date delivered to the returns facility. The shipping company must be contacted for assistance if the return shipment has not been delivered to the returns facility. All returns are manually opened, reviewed, and inspected by an agent. Upon review, the return is either accepted, refused, or placed on hold, and an email notification of the action is sent to the customer. Returns begin processing within 1-2 weeks from the date of delivery. A notification email is sent by the returns department upon processing the return and when the return is finalized, including any additional refund or exchange invoices. If there has not been any email notification regarding the processed return in 2 weeks from the delivery date, please Request Order Assistance for further assistance. Exchanges are processed as new orders. The new order is generated like any other order but will include any credit adjustments from the returned merchandise accepted for return. A confirmation of the new order is sent to the customer and may also be found in the order history (for registered customers). Exchange invoices have their own unique reference numbers (order id) and may be tracked like any other order. Exchange orders generally begin processing the following business day from the day they are generated. Refund invoices are generated for accepted returns requested for a refund. A copy of the refund invoice is provided via email and may also be found in the order history (for registered customers). Refund invoices have their own unique reference numbers (order id) and may be tracked like any ordinary order. Refund invoices are generally processed to the payment method on file and finalized within 3 business days from the day they are generated. Refunds issued to the payment method may take up to 7 business days to post the bank statement, depending on the cardholder's bank.Return Process Lifecycle
Track Return Shipment
Return Processing & Finalization
Exchange Status
Refund Status
Receive assistance directly online with the most common return requests or contact the order support department for further return assistance. Make changes with a return directly online by generating a new authorization form as explained in the Return Instructions. A new return authorization form may be generated at any time before the return is processed as the most recent request submitted will be processed, even if the return has already been shipped and delivered, but has not yet been processed. Generated return authorizations do not need to be canceled if they have not been shipped. Return authorization requests are ignored until the merchandise is received by the returns department. If a return that has already been shipped needs to be canceled, request further return assistance as explained below. Further assistance for a returned order may be requested through the original order (number). Please see the Request Order Assistance section for details on how to create a new support ticket online.Return Changes & Modifications
Return Cancellations
Further Return Assistance
We offer flexible and convenient return options and policies to support most return types. Return time-frames may vary based on the return types below.
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 the 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 the processing fee. Certain rules and exchanges apply, see policy for details.
Warranty Policy
Returns may not be accepted if they do not satisfy the return conditions.
Shop with confidence knowing your purchase is guaranteed under the Go-Optic warranty and any other additional warranty offered by the manufacturer. 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. 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. All new prescription lenses are warranted to be accurate to the correct prescription for 60 days. Please see the Lens Accuracy Guarantee for details. 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. 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. We will not pay for shipping, insurance, or transportation charges from you to us, or any import fees, duties, and taxes. 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. 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.Go-Optic Warranty
What is covered:
What is not covered:
What we will do:
What we will not do:
How to obtain the warranty service:
Email Support FormManufacturers Warranty