The policies stated here apply strictly to www.supervisionoptical.com and solely apply to that of our company's website and website orders only. Please keep in mind that any purchase(s) made at one of our in-store offices and/or locations will enforce their own respective returns and exchanges policies. 

REFUNDS & EXCHANGE POLICY:

If you wish to return your product for an exchange and/or a refund, please contact us immediately for a return authorization within 7 days from the original order date (Date of Purchase). If you are experiencing issues with your prescription lenses, please contact us immediately, within 7 days from the original order date (Date of Purchase). If you have any issues with your frames and/or lenses that would be considered a warranty issue, please contact us immediately.

Please note that any and all special order eyeglasses, sunglasses, and/or contact lenses are considered final sale items; they are non-refundable, and non-exchangeable. Therefore, they cannot be returned due to the manufacturer's strictly enforced return policy.

If the prescription lenses you ordered are not correct, please return the item within 7 days from the original order date (Date of Purchase). We guarantee 100% accuracy on all prescription lenses or they will be remade at no charge.

Please note that since prescription lenses are customized and made specifically for you, they are non-refundable and can only be exchanged for a fee (which will be determined by the sole discretion of supervisionoptical.com). If you wish to return eyeglasses with prescription lenses, we will only credit 50% of the original lens price towards the cost of the new pair of prescription lenses. 

LENSES WARRANTY:

The warranty for prescription lenses covers defects in the lens condition and/or prescription. Lens warranty claims for defects must be made within 7 days from the original order date (Date of Purchase). Lens warranty claims for prescription problems must also be made within 7 days from the original order date (Date of Purchase). Keep in mind that any and all lenses (which included but are not limited to prescription lenses and/or sunglass lenses) are thoroughly inspected before shipment.

FRAME WARRANTY:

All prescription frames and sunglasses are warranted against manufacturer's defects. 

Most manufacturers only offer a one year warranty from the date of purchase. 

The warranty for frames covers manufacturing defects but not damage induced by the wearer or due to excessive conditions such as heat, moisture, breakage, etc. Any warranty item request that does not meet the warranty replacement requirements may be refused and shipped back to the shipping address currently on file with your order. We will not be held responsible for refused warranty replacements which are not received by the customer. 

All warranty claims will either be repaired, exchanged or given a store credit, depending on their nature and at the sole discretion of supervisionoptical.com. No refunds will be given on manufacturing defects. Frames which are considered defective will be replaced with a new pair, so long as the frame is still being manufactured by the manufacturer. In cases where the frame is listed as discontinued (no longer manufactured), the frame will be replaced with another color or a different model of equal or lesser value. Customers will be contacted in such situations. 

For some manufacturers, it is better for you to deal directly with the manufacturer as they will process your warranty repair or replacement directly.

SHIPPING:

Before shipping such item back to us with warranty issues, please contact us first to obtain a Return Authorization (RA). 

CANCELLING ORDERS:

Please note that we work hard to ensure that you receive the fairest pricing on all your eyewear products and/or services from supervisionoptical.com. However, we do not warrant pricing issues/complaints as an acceptable reason for cancellation of order under any circumstances.

Most orders received are processed with our vendors within minutes of their arrival. Once an order has been placed electronically online at supervisionoptical.com, or with one of our customer service representatives, we will allow you to cancel your order up to 24 hours from the time of purchase. 

**However, please note that this 24-hour cancellation policy does not apply to any orders which contain prescription lenses, since they are ordered directly from our manufacturers. Such orders, because they are considered 'special orders' will only receive a credit of 50% towards the cost of a new pair of prescription lenses because your lenses are customized (custom-made), without exception.** 

Any and all other orders cancelled after 24 hours will incur a 20% restocking fee without exception.

CONTACT LENSES RETURNS:

For contact lenses orders, if you wish to exchange or return your contact lenses, please return them within 7 days from the original order date (Date of Purchase). A 20% restocking fee will apply to any and all un-opened contact lens vials and/or boxes returned for credit. 

Only unopened contact lens vials and/or boxes may be returned or exchanged. No credits and/or exchanges are permitted on opened or damaged boxes and vials (which shall be determined by the sole discretion of supervisionoptical.com). Any box directly written on or marked Right/Left (R/L) will not be refunded or exchanged under any circumstance.

EXCHANGES:

We are happy to offer a one-time exchange on the return of any eyeglasses and/or sunglasses (excluding prescription lenses, which are subject to the above-mentioned fees). There is a fee for exchanging frames with prescription lenses, which will be determined by the sole discretion of a manager from supervisionoptical.com. If an exchanged product requires a change of size, color and/or model, the returned item will be credited toward the cost of your new order for equal and/or higher value. Any remaining credits on an exchange order towards your new order/purchase will be voided and forfeited.

STORE CREDIT:

If you are not sure what to exchange your frame for, you can choose and we will give you a store credit that must be used within a timely manner, which will be determined by the sole discretion of supervisionoptical.com. The store credit may expire and the amount may be forfeited from your account if not used within an allotted time-frame as specified by supervisionoptical.com. A store credit of 100% of the price of the frame will be issued if all packaging materials, warranty cards and instruction booklets are included. If these items are not included in your return, we will credit 80% of the price of the frame, thus charging you a 20% restocking fee which shall be solely determined by a manager from supervisionoptical.com.

REFUNDS:

Non-defective warranty products that are returned and not exchanged will be charged a 20% restocking fee and must be made and requested within 7 days from the original order date of the product (Date of Purchase). However, if you opt for a store credit, you will receive 100% credit of the value of your returned item (which is subject to a restocking fee which shall be determined by the sole discretion of supervisionoptical.com). Again, there is an additional fee for orders with prescription lenses.

SHIPPING CHARGES:

Additional shipping charges will apply. The customer is responsible for paying the return shipping and will also be responsible for insuring the package which must include a tracking number. We will ship any new or replacement orders/items using USPS Priority delivery (or other shipping method via FedEx or UPS) as determined at the time of purchase by supervisionoptical.com for domestic orders (which will be paid for by the customer). International shipping rates will vary by country.