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Frequently Asked Questions

Returns and Exchanges Frequently Asked Questions (FAQs)

Shipping/Delivery Frequently Asked Questions (FAQs)


Frequently Asked Questions

  • Q: Why do I have to place an order before sending in my sunglasses?

    A: The Sunglass Fix prefers that customers place an order before shipping their sunglasses in for new lenses. We handle a lot of frames at any point in time. In order for us to process your orders efficiently and keep our cost down we need to be able to open a job and work on it until it is ready for return delivery.

    If we have to call up customers to figure out what lenses they want, collect payments and shipping information it adds a lot of time to our efforts. This holds up other customers getting their work completed and increases our cost which will eventually have to be passed on by our raising prices.

  • Q: Do you have a Restocking Fee?

    A: The Sunglass Fix charges $10.00 for each pair of lenses that require restocking. This fee does not apply if The Sunglass Fix approves the product is defective.

    We try to do everything to ensure customers get great products at a great price. We provide free worldwide shipping and perform exchanges for customers for any reasons they may have to help ensure you get what you want.

    However, one of our biggest operational cost is fulfilling orders multiple times and restocking the returned lenses. When lenses are returned they have to be carefully inspected for damage, repackaged and labeled, and put back into inventory.

    We try our best to understand how the problem occurred. If it's our responsibility in any way there will be no fee. However, if customers ordered the wrong size or colour we the restocking fee will be charged.


  • Q: What if My Lenses do not Fit?

    A:

    In the rare case you do have a fit problem please do the following:

    1. Please ensure you've watched the Installation Videos Here.
    2. Call us or email us on info@thesunglassfix.com.au
    3. Please Provide:
    • Complete model number of your sunglasses. This is usually found on the left inside arm of your sunglasses. If you have discovered you ordered the wrong lenses still contact us. We will exchange them for you. A $10 restocking fee may apply as we have to reship and repackage the incorrectly ordered lenses.
    • Description of the problem:
      • Too Large
      • Too Small
      • Not even the right shape
      • Damaged during Transit
      • Wrong colour and so on...

  • Q: How Long Does it take to make Custom Made Lenses

    A: Customers wanting Custom Made lenses or just having us install the lenses for you can take as little as 1.5 weeks but generally longer due to the postal time involved with getting your frames back and forth to our lab.


    We strive to turn around the jobs, once they are in our lab, in 2-4 Business days. Complex jobs, such as rimless or clip in sunglasses, can take longer.

    We will normally contact you after 5 business days if the jobs require more time.

    Making lenses is more complex than you imagine and the average jobs takes well over an hour to complete. Additionally, we have no control on when people decide to return their sunglasses too us. Some days we get a few pairs in, other days over 20.

    If you are in a hurry please contact us or write on the outside of the package URGENT and include a note as to why and when you need them and we will do what we can to accommodate your request.

    Example of an Australian Pick up and Delivery Service.


    Day - 1   Order Placed before 1:30 pm.  Pick up Kit Sent Out
    Day -2-4 Pick up Kit in Mail
    Day 4 Pick Up Kit Arrives and Mailed Back to The Sunglass Fix Express Post
    Day 5-6 Travel Time for Express Post.  2 Days required from most destinations as we are outside network.
    Day 7,8  Normal Turn Around Time
    Day 9-11 Normal Expected Shipping Time via Registered Post for East Coast Customers.

    Total Time 2 Weeks:

    Examaple of Order where Customer Ships In:


    Day-1 Order Placed and Sunglasses Shipped
    Day2-3 Postal Time Express Post
    Day 4-5 Normal Lens Processing Time
    Day 6-8 Return Postage

    Total Time 1.5 Weeks

    Example of International Custom Made Lenses:


    Day-1 Order Placed and Sunglasses Shipped
    Day 1-8 International 1st Class Post Shipping from West Coast USA (add 5 Days from East Cost or Europe)
    Day 9-10 Normal Lens Processing Time
    Day 11-19 Return 1st Class Post

    Total Time 4-5 Weeks.


  • Q: What's your phone number and how can I contact The Sunglass Fix?

    A:

    You can visit our contact us page or use the information below to contact The Sunglass Fix.

    Skype Call: Skype Me?! Skype Chat: Chat with me

    Toll Free in Australia: 1800-SUNFIX (786-349) Outside Australia: +61 260 090908

    USA domestic number forwarded to Australia 1-530-562-4800 - (3PM -1AM PST Only Please)


    Current Time in Byron Bay Australia

    Direct Emai : info@thesunglassfix.com (use this if you need to send photos)

     


     

     

    Mailing Label for The Sunglass Fix polarized sunglass replacement lenses

    PO Box 28
    Ocean Shores
    NSW, 2483 Australia
    Australian Business Number: 63797461929

  • Q: How do I know the status of my Order?

    A: The Sunglass Fix will email you as soon as it's physically dispatched. Almost all orders placed before 1pm Australian Eastern Time are dispatched on the same business day.


    If you have not received an order receipt by email within 20 minutes of ordering please check your junk/spam box first. If the email still can not be found contact us. Most likely the email was entered into our system incorrectly and we will fix it for you and reissue your receipt.

    Additionally, an order processed email letting you know the order was shipped will be sent to you. For Lens Only orders you can expect this towards the close of the same or next business day of your order. Please keep in mind weeekends, holidays, and the time difference as Australia is 1 day ahead and a few hours behind places like US and Europe.

    If you can not locate the emails then please contact us here.

    Once the goods are dispatched please wait for 1 week longer than the expected shipping timeframe to expire before contacting us. The package will be in transit and we will have limited or no information for you. 1st Class Mail is very dependable but we have no idea which airport your package may be sitting in. However, rest assured, we will ensure you receive your goods.

    Things Customers can Double  Check:
    1) Your Receipt and Confirmation of Shipping notifications will have your shipping address on it.  Ensure it is correct, Our systems print out exactly what is on these electronic invoices in the shipping address area. If there are any errors please contact us immediately as we may be able to correct the error before the lenses are dispatched but once shipped it is out of our control and we may require waiting for the post to return these packages before reshipping. This can take months from some parts of the world.
    2) Check your Spam and Junk Emails.  They are aggressive these days as we all know how prolific email spam is.  Many times our emails end up there.

    If you have not received any email correspondence from us once an order is placed, and have checked your SPAM folder, then most likely a typographical error was made when your email address was inputted. Please contact us and we will correct it and re-mail your information.

    Also, you can always log into your account and review historical invoices and order status.
    We try to keep it simple so your last name is your account and your Email address used during ordering is your password. Click here to go to our Customer Self Administration area.

  • Q: Do Your Lenses Have a Logo On Them - Are They Original Manufacturer Lenses?

    A: No, we do not have any branding on our lenses.


    The Sunglass Fix operates just like any optometrist.  We manufactures and source premium quality sunglass lenses and shape them to fit all sunglass makes and models.* We do not have any affiliation with any sunglass manufacturers. Instead, we just make great lenses for all frames like an optometrist would but at a fraction of the price.

    We started this business because the majority of sunglass manufactures have limited or no after sale support. In other words, it is near impossible, extremely difficult and expensive to get lenses or repairs from the manufacturet. 

    The Sunglass Fix felt it was an enormous waste of the earths resources and customers money to have to dispose of perfectly good frames when they could be easily restored to near new condition with replacement lenses.

    If you require original lenses we suggest you contact either the retail outlet where your purchased the sunglasses or contact the manufacturer directly.

    However, if you just want great performing lenses, we are here to help.


  • Q: Do you Accept Amex?

    A: Sorry, due to the extremely high cost AMEX charges us, (ariound 6% of the sale), we can not accept it and keep our prices low. However, we do accept Visa, MasterCard, PayPal, and most Debit Cards with the Visa or MasterCard emblem. 


    If you use PayPal you may find you can fund your PayPal account with many other payment options.


  • Q: Someone stole my card and used it to buy stuff from your site, what do I do?

    A: Contact your card company first and tell them to cancel your card because it's been stolen. Then contact us so that we can liaise with your card company to get the money refunded.


    It's important to point out, as most consumers do not realize this, The Sunglass Fix, not the credit card company's bear the entire cost of this theft.  We loose our product and have to refund the money.  The credit card companies take no responsibility when their products are misused.

    However, since all our payments go through a rigorous payment processing using PayPal's credit card facilities it is highly unlikely a stolen card or card information could be used.

Returns and Exchanges Frequently Asked Questions (FAQs)

  • Q: What happens if the lenses are damaged when I receive them?

    A: If the products were damaged in-transit then please contact us and we'll exchange them for you or refund you in full when they are returned.


    We have been mailing lenses around the world for 7 years now so have designed our mail packaging in a manner that makes this an extremely rare case.

  • Q: I ordered the wrong lenses by mistake, can I return them?

    A: The Sunglass Fix will exchange your lenses for the correct model or a different color or refund you in full upon return of the incorrect lenses.


    In both cases a $10.00 restocking fee may apply.

    Please email the Sunglass Fix for a Return Authorization Request.

    Include:
    • Order Number off your Invoice
    • The complete model number off your sunglasses
    • Reason for Exchange or Refund request.

    The Sunglass Fix will get back to you within 24hr during business hours with instructions for how to proceed.





  • Q: Someone stole my card and used it to buy stuff from your site, what do I do?

    A: Contact your card company first and tell them to cancel your card because it's been stolen. Then contact us so that we can liaise with your card company to get the money refunded.

  • Q: I've changed my mind, can I return your lenses?

    A: The Sunglass Fix has a 6 month return policy.


    If for any reason you are not happy with the product you can return the lenses for a refund.
    Return shipping is not reimbursed by The Sunglass Fix.

    Please Email us at:  returns@thesunglassfix.com.au

    Include: 
    Order Number 
    Full Name
    Reason for Return

    Some returns may be subject to a $10.00 restocking fee.

Shipping/Delivery Frequently Asked Questions (FAQs)

  • Q: How long does it take to arrive?

    A:

    All orders ship on same or next business day and all shipments outside of Australia travel by 1st Class Air Mail using Australia Post.

    Australian orders take 2-6 days to arrive and travel 1st class post.

    International orders vary based on postal times. 

    Please see our shipping page for estimated delivery time frames to your area.

  • Q: Which shipping do you use?

    A: The Sunglass Fix uses Australia Post for all of its shipments.

    All international shipments travel by 1st Class Air Mail.

    All shipments of lenses are not trackable. International tracking starts at $60 so is cost prohibitive and only tells you what airport the package is sitting in. 

    We assumed most people would rather have free shipping than to know what airport the package is sitting in.

    We have been using this mailing service for 7 years and the product loss is extremely rare. 

    We suggest the following to ensure quick delivery:

    1) Double check your address on your email receipt.  This delivery address is the Exact Address our computer systems used to print you mailing label.  Contact us immediately if it requires any changes or clarifications.

    2) Try to avoid shipping to work addresses.  Of the few packages that have not been delivered, the majority have been sent to work addresses.  We feel most of them are lost within the internal mail at the work addresses.


  • Q: How much is shipping?

    A: Shipping for Replacement lenses is free to any destination in the world.


    While most orders are shipped on the same or next business day, shipping times vary around the world.

    Shipping within Australia takes 2-5 business with some remote areas taking a few extra days.

    International destinations vary.  


    If you want us to install or lenses or custom make you a pair of lenses shipping charges apply.

    Within Australia:
    - You have two options:  
    1) If you mail in your frames there is a $7.95 charge for us to return your frames.
    2) In Australia we also have our pick up and delivery service.  We mail you out a flat packed box, packing material, and a pre-paid return envelope. We then return the complete sunglasses back to you. This service cost $14.95.  Either Option is selected by customers during checkout.

    Outside of Australia:
    We have no ability to send out a pick up kit and it would take way too long. Instead customers send in their own frames and we charge $7.95 to return your sunglasses using 1st Class Air Mail.



    Please visit our shipping page to get more detailed information on shipping cost and timeframes.