Return Policy

General Information

We really want you to be happy with your new lenses. As one of the best sources for replacement lenses online, we take pride in our high quality and accuracy.

Prescription Lens Returns

We are making these lenses just for you, so we can’t sell them to someone else if you change your mind. If you decide you wanted a different option or coating, we have to remake the entire pair of lenses from scratch. If the lenses match the prescription we received from you and they are edged correctly, you should love them. If we make a mistake, we will do our best to make it right.

If you need to return something, please email us for a return authorization number. We don't want your frames to get lost so we need this number on the outside of the package so we can make sure that it goes to the right place. If you decide not to do this, we will have the the nice postman return it to you so you can take another crack at doing it right. Send email to: support@lensfactory.com

We will take a second swing at if we can find something to fix, If not, we will refund the lens purchase price and wish you luck with a local eye-wear store where you an get more hands on attention.

Returns should be sent prepaid and insured for the for full value to you by UPS, Federal Express or the United States Post Office with a tracking number. If you elect to send the package without tracking, that's great but if it gets lost, you will be on your own to find it and that is probably not worth the 2 bucks you saved.

LensFactory
3807 Bishop Lane
Louisville, Ky 40218

Returns are normally processed within 2 days once the item is back in our hands. The clock starts ticking the business day following our receipt of the product. Business days are Monday-Friday, excluding holidays. We will notify you of any delays and will do our best to rectify any errors as quickly as possible.

Prescription Guarantee

We guarantee 100% accuracy on all prescriptions or they will be remade at no charge. All prescription eyeglasses pass a strict quality control inspection. The lenses are checked at five times for accuracy. We pride ourselves in our workmanship. Accurately filling your prescription is our number one priority. In the unlikely event that an error makes it through our system, we will slap the wrist of the person who did it and remake the lenses to our 100% accuracy standard.

Receiving Damaged or Incorrect Product

If there is extensive damage to the package when it arrives, refuse the order. If you receive a damaged package, send an email to support@lensfactory.com