RETURN POLICY

365-Day Warranty


Every customer is entitled to a 365-day warranty starting from the date of order receipt, covering any potential defects in the frame and/or custom lenses. This warranty does not cover damage caused by accidents, negligence, or improper care.


30-Day Return Service


Every customer is entitled to a 30-day return service starting from the date of order receipt. Please note that each order is eligible for one return service for any reason.


  • For products with quality issues: We offer free replacement or a full refund.

  • For products without quality issues: If you request a return within 30 days of receipt, please note:
    • You are responsible for returning the product and covering the return shipping costs.

The original shipping fees and any service fees (e.g., return insurance, 1-year extended warranty, priority order processing, etc.), if applicable, are non-refundable.


Note: Since glasses are personal items that come into direct contact with the customer’s skin, if you wish to return them, please ensure the item is unused, with original tags and packaging intact.


Order Cancellation


It typically takes 24-72 hours to process your order.


If you wish to cancel your order, please contact our customer service team.


  • Before shipping: You can contact the customer service team to cancel the order and receive a full refund.

  • After shipping:Since we are unable to confirm whether the package can be returned, we are unable to cancel the shipped product. 

Shipping fees and any service fees (e.g., return insurance, 1-year extended warranty, priority order processing, etc.), if applicable, are non-refundable.


In general, if you initiate an order cancellation before the shipping time and within the timeframe specified on the website, we will assist you in canceling the order and issue an immediate refund.


How to Return?


Please contact our customer service team via optigemsus@gmail.com to initiate a return and explain the reason. Our customer service will confirm the return details and provide you with a return address.


Do not send returns to the sender’s address on the package. This is not the return address. The return address is: 10633 West Airport Blvd. #100, Stafford, TX, 77477


When Will I Receive My Refund?


We will process your refund within 48 hours of receiving your return. However, due to shipping delays, it may take an additional 3-7 business days for your refund to be processed. Thank you for your patience and understanding.


Refunds will be issued using the original payment method.


How to Cancel an Order?


Please contact our customer service team at optigemsus@gmail.com, and we will assist you with the cancellation.


Regarding Prescription Issues:


  • If we make an error with the prescription while preparing your glasses, we will remake them for you free of charge.

  • If you accidentally make a mistake in your order, such as providing an incorrect or expired prescription, we regret that we cannot provide new items free of charge. However, we will do our best to reduce some costs for you based on the specific details of your order.