Eyecare Center Policies

Thank you for trusting us with your eyecare needs! Our team, labs and vendors diligently handle and craft our products with the utmost care and precision. We hope that you love and enjoy your new purchase and want you to be proud and satisfied.

Terms of Payment
Eyecare Center prefers payment in full at the time of eyeglass order and contact lenses. A minimum 50% deposit is required prior to starting an order or work performed in manufacturing of your lenses. Any remaining balance will be due when you pick up your eyeglasses or contact lenses.

Exams/Services
Fees for exams and services are due at the time of visit and are non-refundable. Exams and services include but are not limited to routine eye exam, medical visit, diagnostic testing, contact lens fitting, contact lens training and all services provided by Eyecare Center optometrists and team.

Warranty
Term of coverage:
Frames can be eligible for replacement or repair due to a manufacturer defect. Prescription lenses replacement warranty is one (1) time within the original date of purchase and a two (2) time replacement within the first 18 months of original date of purchase if anti-reflective coating is purchased.

What is Covered:
Product repair or replacement due to a manufacturer defect on the frame and/or scratches, chips, cracks in lenses can be covered. Please be aware that these manufacturer warranties do not cover all breakage types, accidental damage, loss, stolen, or misuse of the product. If you have any questions, pertaining to the warranty on your specific product selection, please ask the Optician. Manufacturer and/or non-original manufacturer’s parts may be used for repair of the product at a charge to the patient. An estimate may be requested by the patient before the start of repair work. The damaged pair of glasses (complete frame and lenses) must be presented and exchanged to receive warranty replacements.

What is not covered:
Repair or replacement not covered includes but not limited to lost or stolen glasses, external breakage, damage, misuse, pre-existing conditions, introduction of any foreign objects to the product and unauthorized product modifications or alterations (i.e. - super glue, hot glue, welding, soldering or tape). Manufacturer warranties are not available on close out, clearance or sale frames. If you have any questions pertaining to the warranty is on your specific frame selection, please ask our Opticians.

*The warranty expires 12 months from the date of purchase and is not renewable.

Lab Breakage or Delays:
Eyecare Center is not responsible for lab breakages or delays in your order. We vow to make every effort to have your optical order returned in a timely fashion, yet we cannot control accidents at the lab. Refunds, replacements, or credits for job breakage or delays are at the discretion of the lab but Eyecare Center will advocate diligently for a favorable outcome for our patients.

Prescription Lens Updates
Prescription Changes:
We will gladly remake your lenses as a result of a prescription change ordered by our optometrists within 30 days of your purchase date. Any prescription change directed by optometrists after 30 days of the purchase date, charges will be at the discretion of the optometrist and/or in compliance with patient’s in network vision insurance policy when applicable.

Progressive Lenses:
Patient Non-Adaptive: In the event that a patient does not adapt to a pair of prescription progressive lenses within 30 days of the original purchase, we will remake the lenses into a standard pair of bifocal lenses or single visions lenses of similar quality at no additional charge to the patient.

Prescription Errors:
Eyecare Center will remake lenses if there is an error from the valid prescription and lenses specifications supplied by a licensed optometrist at the time of the order within 30 days of your purchase date. Any remake will be with a lens of similar attributes, style and quality. If the error is due to a missed requested coating or added feature, and patient was not originally charged for item, the patient will be responsible for the difference in price.

Lens Upgrade and/or Feature Additions:
Under the circumstance that patient would like to upgrade lenses design or features, patient is permitted 30 days to return lenses and patient will be responsible for the difference in price should overage occur

Frame Restyling:
Frame restyling is permitted up to 30 days from the date of purchase. Exchanges are eligible to be completed with another frame valued up to the retail price of the originally ordered frame. If the newly selected frame is priced higher, the patient will be responsible for the difference in price.

Non-Prescription Eyeglasses
Fees are due at time of purchase and are non-refundable.

Contact Lenses Evaluation, Training & Exchanges
A contact lens fit/evaluation & fee is in addition to a comprehensive eye examination, required yearly to renew a contact lens prescription. The evaluation may deem diagnostic lenses necessary. Follow-up appointment(s) may be required until the prescription is finalized. Contact Lens prescription will not be dispensed until finalized. The Annual Contact Lens evaluation fee ranges in price from $75 - $100 depending on the complexity of lenses & fitting. The fee covers the initial evaluation & all contact lens-related follow-up visits for a period of up to 3 months. A contact lens training & charge of $50 is required if the patient has never been fit/ nor successfully worn contact lenses.

Contact lens supplies in the original unopened packaging and in sellable condition may be exchanged within 15 days as a result of a prescription or type change ordered by our optometrists. If the boxes are damaged, marked or the general condition will not permit a resell of the product, an exchange cannot occur. Contact lens exchanges can be completed up to the retail price of the originally ordered contact lenses. Patient will be responsible for the difference in price if overage occurs.

Frame Adjustment and Repair Policy
For our patients who have purchased their frame from Eyecare Center, we will endeavor to repair and adjust your frame free of charge for one year starting on the date of your purchase. For customers who purchase their frames elsewhere, we will attempt to adjust or repair your frame at your request, for a starting fee of $10.00, increasing but not limited to replacement of screw, nose pad, ordered parts, etc. In addition, since we cannot stand behind the product of other vendors, any repair or adjustments will be done solely upon the customer accepting and acknowledging that they are responsible for any ensuing damage that may occur while the frame is being repaired or adjusted. Eyecare Center is not responsible or financially liable should your frame or lenses break or be damaged during the repair and/or adjustment process.

Complete Return
If you are not satisfied with your complete pair of eyeglasses (frames and lenses) you may return them for a refund less a 20% restocking fee within 30 days of the date your glasses were purchased. Eyeglasses must be returned in the original packaging and in sellable condition. Eyeglass lens orders are highly customized and cannot be canceled once they have been placed, a restocking fee may be assessed on stopped or processed orders. Any approved refunds or credits will be issued via the original form of payment unless the patient purchased with cash in which a refund will be issued with a check. If credit card was used, the original credit card must be presented for a refund.

Contact lens supplies in the original unopened packaging and in sellable condition may be returned for a full refund within 30 days of the date of purchase. Contact lens If the boxes are damaged, marked or the general condition will not permit a resale of the product, no return credit will be issued. If a portion of your purchase was made using insurance benefits, we are unable to reinstate the benefits.

Retinal Imaging
Ultra-widefield retinal technology, using our Optos California technology, allows our doctors to evaluate 200° through a non-dilated pupil. This imaging can detect vision threatening diseases/abnormalities including, but not limited to, diabetes, glaucoma, cancer, retinal tears, & cardiovascular issues and is a required standard of care for ALL patients (sans prohibiting medical condition(s)). Retinal imaging is prescribed annually with a fee of $35.

Insurance Company Denials:
Eyecare Center works to verify your insurance benefits, coverage and eligibility prior to ordering your eyeglasses or contact lenses. We will obtain the necessary authorizations and go over your benefits with you. Regardless, insurance companies make their final determination once the claim is received and processed which can result in full or partial denial of the medical exam, diagnostics routine optical exam, eyeglasses or contact lens claim. Should this occur, the patient/responsible party will be financially responsible for the entirety of denied portion(s) of the claim. The responsibility of knowing specific coverage, benefits, and eligibility is ultimately up to the patient.