Shipping & Returns
Due to the fragile nature of these products our return policy is important. It is important to review this policy and to take the upmost care of any product we ship to you. Please see International Shipping below.
Requests for returns must be made within 3 days of receiving your order and by calling 1-800-776-5367. Only authorized requests will be eligible for a refund.
No refunds will be given on opened, installed or damaged lenses or merchandise. Questions regarding your order must be addressed within 3 days. Lenses that have been installed or attempted to be installed are not returnable. It is the customer’s responsibility to check lenses once received for correct fit prior to installation. We strongly recommend that you call us at 1-800-776-5367 or 1-800-PRO-LENS if you have any questions regarding a lens or need help identifying the correct manufacturer and model of your goggle or sunglasses. We do not recommend using the images on our website to identify your model of goggle or sunglasses and the use of the images to identify does not warrant proper fit or identification and will not constitute eligibility of a return for refund.
All of the lenses, goggles, and sunglasses that we ship to customers are checked for quality twice, once upon arrival to our warehouse and again on the day that they are shipped to a customer. We only ship out “perfect” lenses. We are happy to accept returned lenses provided the lenses are still in “perfect”, unused, and new condition. If a returned lens does not meet our standards, the lens can be shipped back to the customer at the customer’s expense.
All returns are subject to a 15% re-stocking fee and credit is not given on shipping charges. If “Free Shipping” was selected or offered on the original order, we reserve the right to withhold our cost of shipping from the credit amount of the item or items shipped. “Free Shipping” is an earned discount that is applied to outbound orders and the actual cost of shipping will be deducted from the returned item or items.
Please contact us if you have questions regarding our Shipping and Returns policy. We will be happy to answer questions that you might have.
You can reach us in the following ways:
- 1-800-PRO-LENS (United States and Canada)
- 1-800-776-5367 (United States and Canada)
- 1-603-487-1019 (Outside the U.S.)
Thank you very much for your understanding and continued business.
In most cases, Pro-Lens uses Priority or First Class International Mail service to ship international orders. Shipments leaving the U.S.A. may be subject to import duties, tariffs, value added taxes (VAT) and/or customs clearance fees that are the customers responsibility and not included in the shipping charges as billed by Pro-Lens. The customer is responsible for all additional charges on orders leaving the United States. Please contact your local Customs office for more information on taxes and duties. For all international destinations you may obtain a quote on shipping costs prior to or at the time of placing an order by clicking on the “Red Truck” symbol in your shopping cart and filling in the necessary fields.
Merchandise that is refused by international customers due to the refusal to pay duties, tariffs, or taxes will not refunded until the merchandise is received back to Pro-Lens and will be subject to a restocking fee of 15%, no exceptions. Outbound shipping charges and return shipping charges are never refunded. If the merchandise fails to reach Pro-Lens, no refund will be provided. If your merchandise or shipment is returned to us as “undeliverable” by the delivering carrier within your country, reshipping costs with the correct address are the responsibility of the customer, not Pro-Lens, unless it was the fault of Pro-Lens in labeling your package. If you have questions regarding International Shipping please contact us by telephone or by email at firstname.lastname@example.org
If your order contains items on backorder, your order will only ship when all items on your order are ready to ship. Most backordered items are filled within 7 days. Please call us with any questions regarding backordered items.
Pro-Lens is not responsible for delays in the delivery of your order within your country.
Although normal delivery times to international destinations can be from 6 to 15 days, experiencing longer transit and delivery times can be expected. We suggest when this happens that you contact your local postal service or Customs Office to check on the status of your package or your order. It is the responsibility of the customer to contact their local post office to check on delivery and the whereabouts of your order. Pro-Lens is responsible for getting your order to the last exit point or port of exit in the US via the Postal Service in the United States. A delivery confirmation number will be provided to you at the time of shipment. The delivery confirmation number provided is also the Customs Number. It is important to remember that the Delivery Confirmation Number is not a Tracking Number that tracks your package along each step in the delivery process. If you would like to have visibility of each step in the delivery process with a tracking number, you must contact us by email at email@example.com for a shipping quote utilizing a different service, normally either UPS or FedEx. It is important to remember that delays in delivery can be experienced at various times of the year regardless of the type of service used. Credit Card Payment claims for slow international delivery or non delivery will not be honored until more than ample time as determined by Pro-Lens is allowed for delivery.
We want all our international customers to understand that we value your support and business and that we constantly work to bettering the methods used to deliver your order to you. Providing accurate address information and a secure address is very important. Please email us at firstname.lastname@example.org and we will answer any of your questions prior to placing your order.
We can also be reached at:
1-802-988-1018 (Outside the U.S.)