FAQ

Q: Do you service Prescription lenses or just regular non RX lenses?

A: We make high quality non RX leneses and we also make prescription lenses as well.  Please fill out our contact form or send us a message directly with a copy of your current prescription to customersupport@sunglassreplacementlenses.com We will then respond as quickly as possible with a quote for new prescription lenses. 

Q:  Are your lenses authentic and will they have the brand logo on them as my original lenses do?

A:  We sell both authentic and custom made lenses.  If the listing states they are Authentic lenses they will have the logo on them as your originals do.  If the listing does not say authentic or says customs, the lenses will be our optical grade polycarbonate lenses without any logos on the lenses. 

Q:  Can I call to place my order?

A:  We are happy to answer any questions you may have, however to ensure the safety of our customers information we can only accept payments through our secure processor online. 

Q:  I have e-mailed you but have not heard back yet?

A:  We respond to e-mails in the order of which they are received.  Every email is read and evaluated by one of our team members, we make every effort to respond quickly and accurately to all of our e-mails.  If you haven't heard back from us rest assured we are working hard to respond as soon as possible.  Please do not send a follow up message asking if we received your message as this will move your message to the newest message in our inbox and will cause a delay in our ability to get back to you. 

Q:  Do I get a tracking number when I order lenses or parts?

A:  We ship via Stamps.com  and a tracking number will be e-mailed to you when your item(s) are shipped. The message will be from Stamps.com and the subject typically will say " Custom Support/ Replacement Parts has sent you a package".  You will also recieve a shipping conformation from our website.  Please check your SPAM folder if you have not received a tracking or confirmation number as it is common for these emails to be filtered as spam.  Please understand that it can take up to one day for tracking information to be updated especially if  you placed your order on a Saturday or Sunday.

Q: How can I view the status of my order?

A: Go to the Customer Service, Account Information page. This page lists all your orders. Click the date of the order whose status you wish to view.

Q: What are your shipping costs?
A: We offer a a range of shipping methods through USPS and the cost is calculated in reals time from USPS.  You can view an estimate of shipping costs by viewing your cart. However, final shipping costs will be displayed on the Invoice you see before confirming your order.  

Q Do you ship internationally?

yes, we ship worldwide. 

If you are ordering from South America or Africa please allow extra time for your package to pass through your country's customs. Packages shipped to South America & Africa often take extra time to be delivered. Packages shipped to these countries can often take over 16 weeks to be received. Refunds for undelivered or lost packages shipped to these countries will not be issued until the package has been lost or undelivered for over 20 weeks.

Q. How long will it take to receive my package?

Arrival times are not guaranteed, but are only estimates provided by USPS.

First Class International can only be tracked up to the point when it leaves the United States. You will find that tracking may stop either in New York or Los Angeles. These are international port of exit. Please be patient and know your package is still in route to you. If you wish to have more detailed tracking on your package please choose the International Priority option. This option provides much better tracking.

Longer ship times can be expected during peak seasons, such as Christmas, and/or during a major promotions/sales. Our shipping department takes and ships orders on a first-come first-served bases.

Q: I don't see my particular brand name listed as a brand that you service. What should I do?
A: Please send us a message using our contact form. Fill it out as complete as you can and we will get back to you within 1 business day with all the options currently available for your glasses. 

Q: Do you custom make glass lenses?

A:At this time we only offer impact resistant polycarbonate lenses. However we do offer authentic glass lenses for many frames. 

Q: Are your lenses unbreakable?
A: We use polycarbonate lenses which are very impact resistant. There is no lens that is unbreakable.

Q: How long does it take to make my new lenses if I send my glasses to you?

A: At our lens lab we typically have your new lenses made, installed, and mailed back out to you within 1 business day of receiving them.  Many times we will have them shipped out the same day we receive them.

Q: Is there a guarantee on your lenses?
A: We guarantee our lenses against defects for one year. Scratched lenses are not covered under the warranty.

Q: Why are my lenses a different shape than the ones pictured?

A:  We currently do not have pictures for all of the lenses we offer.  We are working on updating all of the pictures to the exact lenses you are ordering, however we offer almost 3,000 options and are constantly adding more lenses so it is a slow process.  Our custom lenses will be the same shape as your previous sunglass lenses as we cut all lenses to the exact specifications as authentic lenses.   Some of our listing have a picture of a circular lens blank, that is there to show you the various color options but will be cut down to fit your glasses.   

Q: I live outside the United States.  Can you ship to me and how long will it take?

A: We ship all over the world, including Canada, Europe, Asia, Australia, New Zealand, and South America.  Please allow 1-6 weeks for delivery.  The longer delivery times are often due to delays at customs offices, please be aware that there neither we or USPS can do anything to speed up that process. 

Q: What size Prads nose pad do it need?

A: There are only 2 sizes and they both will fit, however they are available in 2 lengths. If you measure the length of your nose pads and they are 15mm, you need the regular size nose pads.  If they are 17mm you need the large nose pads. 

Q: I ordered Prada nose pads and they do not fit into the metal receptacle, what should I do?  

A: The rear screw portion is identical on all Prada sunglasses that use the screw on type of nose pads. A very frequent issue that makes it difficult to install the new nose pads is  when the old nose pads break off, 9 times out of 10 a little piece of plastic gets stuck inside the hole.  When you try and put the new nose pad on, it will not fit, giving it the appearance that it is too big.  Please get a safety or push pin and dig around down in that hole where you would insert the nose pad. There is more than likely a little piece of plastic down in there.  Sometimes it is hard to get the broken pieces out so give it a few tries. If there is still any issue please send us a message.