Refund policy
Return & Refund Policy
At Get Frames To Go, your satisfaction matters to us. Please review our return and refund policy below.
Eyeglass Frames (frame only, no prescription lenses)
You may return unused, unworn frames in their original packaging within 30 days of the delivery date for a full refund or exchange. To start a return, email us at support@getframestogo.com with your order number.
Prescription Lenses
Because prescription lenses are custom-made for each customer based on the prescription provided, orders that include prescription lenses are final sale once the lenses have been cut and fitted to the frame, and cannot be returned or refunded for buyer's remorse. If your glasses arrive with a manufacturing defect or do not match the prescription you submitted, contact us within 30 days of delivery at support@getframestogo.com and we will repair, remake, or replace your lenses at no additional cost.
Pupillary Distance (PD) Measurements
If you provide your own pupillary distance (PD) measurement when ordering prescription lenses, you are responsible for the accuracy of that measurement. Get Frames To Go is not responsible for lenses made incorrectly due to an inaccurate self-reported PD, and such orders do not qualify for a free remake. If you are unsure of your PD, we recommend having it measured by an eye care professional, or contacting us at support@getframestogo.com for guidance before placing your order. Remakes due to a measurement or manufacturing error on our part remain covered at no additional cost.
Progressive Lens Non-Adapt Policy
We understand that some patients need time to adjust to progressive lenses, and a small number of wearers are unable to adapt to them. If you are unable to adapt to your progressive lenses, we will remake them into a conventional single vision, flat-top bifocal, or round-seg bifocal lens at no additional charge, provided that you contact us within 60 days of your original invoice date and return the original invoice and the original, unaltered lenses to us. This Non-Adapt benefit applies once per order and covers the lens remake only; frame changes or additional coatings selected at that time may involve extra cost.
How to Request a Return or Refund
- Email support@getframestogo.com with your order number and the reason for your return.
- We will confirm whether your item is eligible and send instructions for returning it.
- Once we receive and inspect the returned item, we will notify you whether your refund is approved.
- Approved refunds are issued to your original payment method within 5-10 business days.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect, in which case we provide a prepaid return label.
Exchanges
We are happy to exchange an unworn frame for a different size, color, or style within 30 days of delivery, subject to availability.
Frame Warranty
In addition to our 30-day unworn return window, all frames are covered by a 90-day warranty against manufacturing defects in materials and workmanship, including issues such as hinge failure, coating peeling, or broken components under normal use. This warranty does not cover damage from accidents, misuse, normal wear and tear, or unauthorized repairs. If you experience a covered defect within 90 days of delivery, contact us at support@getframestogo.com with a description and photos of the issue, and we will repair or replace the frame at no cost to you.
Damaged or Incorrect Orders
If your order arrives damaged or you received the wrong item, contact us within 7 days of delivery at support@getframestogo.com with photos of the item and packaging, and we will make it right at no cost to you.
Questions?
Contact us at contact@getframestogo.com or support@getframestogo.com.