Cancellations, Refunds, Exchanges and Returns
Once orders are received, they are immediately sent to our distribution center for processing and shipping. Please note we are not able to modify orders once they have been sent for processing and shipping. You may cancel your order only prior to it being shipped. If your order has already been shipping, we will gladly process a return once your item has been received. Also, in the interest of fraud prevention, once an order has been placed, you cannot change your shipping address. No cancellations can be made once an order has been shipped.
As an aside, Eye Shop Direct reserves the right to solely define and limit, refuse, and/or cancel orders from customers at any time due to:
- An irregular or excessive returns history.
- Potential fraudulent or criminal activity.
- Similarly, Eye Shop Direct reserves the right to limit, refuse, and/or reject returns to any customer or entity, due to similar actions as noted above.
We have a 45-day return and refund policy, which means you have 45 days after receiving your item(s) to return your items and request a refund back to your original payment. This applies to customers domestically and internationally. You may also request a store credit or exchange by emailing us at email@example.com
We do not charge a restocking fee.
Damaged, Defective, Incorrect or Missing Items
Please inspect your order upon reception and contact us if the item(s) is/are defective, damaged, incorrect or missing so that we may evaluate the issue and make it right.
Should you receive a damaged, defective, incorrect, or items are missing, please use the contact us form or email us at firstname.lastname@example.org. Once we receive your request, we will be in contact with you to rectify the situation and issue next steps.
Damaged and defective items do not need to be returned. Incorrect items will fall subject to our exchange policy and a prepaid label will be provided. If items are missing you may request to have a different item shipped in lieu of the missing or out of stock item. If you do not wish to have a substitute item shipped, we will process a refund.
We commit to offering the best service possible to our customers and that includes swift and easy exchanges. Please contact us with your exchange request by emailing us at eyeshopdirect.com
Please include your name, order number and delivery address along with your request and an agent will provide next steps.
A prepaid label will be provided. Once the item arrives at our New Jersey return center, we will process and ship your exchange. A tracking number will be automatically provided once your replacement item ships.
Prepaid Return Labels
Prepaid return labels will only be provided for exchange, damaged, defective or incorrect items. A prepaid label will not be issued for a buyer’s remorse return.
The prepaid return label service is only available to U.S. domestic customers. We are unable to provide prepaid return labels for international orders.
Eye Shop Direct is not responsible for shipping and returns until they reach our Calabasas, CA warehouse. Keep your proof of postage as we are not liable for return packages that are lost or stolen in-transit.
Refunds will not be processed until all returned items are inspected and processed.
We do not charge a restocking fee.
You will be notified once your refund has been processed by Eye Shop Direct. Credits will be issued to your original form of payment. Refunds do include the original cost of shipping. Please allow 3-5 business days for the credit to appear on your original form of payment. Please also note this time will vary based on the form of payment used as well as the corresponding financial institution and or card issuer.