Home » Shipping&Return




1.       Return&Exchange

We work diligently to ensure the eyeglasses you get from us are 100% accurately consistent with your prescription and requirements. However, if for any reason you are not satisfied with your purchase, simply return the item in its original condition for a refund, replacement or exchange in accordance with our return and refund policies.


5-day Cooling-off Period

Within 5 days of receiving your item, if you are not completely satisfied you may cancel your order for a full refund(Only to be quality problem). To process the cancellation, you need to return all the cancelled items in their original condition to the given address. Once we receive the item in good condition, we will refund the purchase price directly to your account. shipping is not refundable unless return is cause by our reasons such as incorrect prescription



Purchases Received in 6 - 30 Days

If and only if quality problems (i.e. broken temple) occur in your eyeglasses between 11 and 30 days of receiving your products, you can simply return them to us for a full refund on the frame and half on the lenses. Please note that Proopticals only allows a return or refund that is quality related during this period. Return of non-quality problem eyeglasses, the prescription lenses are non-refundable.



Our unique Service

We offer one chance for replacement for free if you don’t like the glasses, but you are supposed to bear the shipping fee. But if you require change on order, such as the frame or the lens, the price difference will be charged if it exists.



If you offered us a wrong prescription, and want to get the correct one, we will charge you half price of the lenses.



For the eyeglasses ordered from us which are necessary for repairing beyond the one-month quality guarantee period, we could repair them with low charge. You just need inform our customer service the problem with your eyeglasses via livechat, or sending an email to service@proopticals.com. We will get a best resolution and inform you as soon as we can.



For the customer who has ever ordered glasses on our site and brings his own frame for the customizing lenses from us, we could give him the privilege. Except for the free lenses with index 1.5, the same prices with the prices labeled on our site for all the other index lenses will be enjoyed. $10 will be charged as the handling fee and the cost of the 1.5 index lenses.


For the customer who hasn’t ever ordered glasses on our site and brings his own frame for the customizing lenses from us, we will charge extra $10 with each index lenses, i.e. $ 20.95 will be charged with the 1.553 index lenses. Please note that do contact our customer service department before you send the frames for customizing lenses to us.


Lens Thickness


Plastic Lenses (Index 1.499)


Polarized Lenses (Index 1.499)


Thinner Lenses (Middle Index 1.553)


Diamond Clear Polycarbonate (High Index 1.591)


Super Thin Lenses (High Index 1.600)


Ultra Thin Lenses (High Index 1.670)


Extreme Thin Lenses (High Index 1.740)




NOTE: All returns must be authorized by our Customer Service Department to be processed.


1To obtain refunds, please send the glasses back to us in good condition with case and clean cloth. Shipping and handling charges are not refundable unless it is our reason (the wrong frame, unmatched prescription or defective products) that caused the return.


2)  We take no responsibility for lenses if we were offered wrong prescription. For your interest, we suggest you can contact our customer service if you have any question on your prescription.


3)  The average delivery period is 10-14 days. Express companies keep the record for the package for a month. If you didn’t receive the glasses within 20 days, please contact us for more information. Beyond 30 days period, the package will be untraceable and you will be tacitly approved to receive the glasses.


4)  To ensure the delivery time, we will leave you only 12 hours to change the order information (cancel the order, change prescription, lens index, tint etc.). So we appreciate you can check the confirmation email carefully after you placed the order. Beyond twelve hours, half price of the lenses will be charged ($5 for free lenses) if you want to change lens or prescription information. Lenses, as customized merchandise, can not be reused for other customers, we appreciate your understanding.


5)  If you received the wrong package, please provide us with your order number, your name, shipping address, details of the product, a picture of the problem item and your request for a refund for replacement.


6)  For your protection, we suggest you return the product in a traceable manner, especially value of the item is over $100. Please make sure that the item is packed in the same way you received it.


2.       How to get a refund

If you are not satisfied with the eyeglasses within the allowed period of the return policy, and also you don’t need a replacement, please return the items in the original package. Please do contact our customer service via visiting our livechat, giving us a free call on 00-8625-6603-4123 or sending an email to service@proopticals.com before the return. We will process a refund (shipping fee is excluded) as soon as we get the return items.

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