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Return and Exchange Policy

This policy was last updated on February 18, 2020. The policy covers the following topics.
1. Canceling Your Order
2. Damaged or Defective Items
3. Not the Right Look?
4. Custom or Prescription Lenses
5. Clearance Sale Price Items
6. Contacting Us
7. Where to Ship Returns
8. Shipment and Risk of Loss
9. Returns without Exchange
10. Custom Order Frames or Lenses and Purchases with Insurance
11. Undelivered or Refused Items
12. This Policy and Customer Agreements
13. GDPR Fees

You will love our optical products and services because we strive to make sure every order is perfect and tailor-made to your specifications. Our goal is for you to be 100% satisfied with your purchase!
However, if you’re unhappy for some reason, this is our refunds, returns, and exchanges policy. Here’s what you should know for each product and service.

1. Canceling Your Order
Within 2 Hours
If you need to cancel your order for any reason, you may do so within two (2) hours of placing your order, completely free of charge. Please notify us by phone or email immediately.
After 2 Hours but Before Shipment
If notification is not received within two (2) hours, a U.S. $20 cancellation fee (or foreign currency equivalent for customers outside the USA) will be applied on the frame and lenses that cannot be refunded because work on your order will have commenced.
After Shipment
After your order has shipped, it cannot be canceled and it is subject to terms and conditions for returns and exchanges outlined below.

2. Damaged or Defective Items
All of our frames and branded lenses are guaranteed to be 100% authentic, and defect-free.
If the frame or lens you have ordered is delivered defective or damaged in any way, please notify us within (3) business days of receiving your order, and we will process an exchange of your item completely free of charge.

3. Not the Right Look?
Not the right look? No problem!
We totally understand! Glasses can look different online than they do on you.  Because we want you to be happy and confident with your purchase, we allow a one-time exchange for any other frame in our online store within five (5) business days of you receiving your item. All you’ll have to pay is the shipping and handling in the amount of U.S. $9.95 (U.S. $34.95 or foreign currency equivalent for customers outside of the USA) via credit card, Visa or Mastercard debit card, check, or money order payable to “CoolFrames LLC”
If your new frame costs less money, store credit will be provided in lieu of a cash refund. If the item is more expensive, we will invoice you for the difference.
Shipping fees are solely your responsibility as the buyer. We recommend you get tracking because we cannot be responsible for a lost return. See the Shipment and Risk of Loss section of this policy below for more information.
Please be advised that we can only accept items for exchange that arrive back to us in the condition you received them. This includes all packaging, lens envelopes, and certificates of authenticity when provided.
If your order included custom or prescription lenses, we will do our very best to fit them into your new frame at no charge. This is not always possible because each lens is specifically cut and shaped by our opticians to fit the frame you selected first. Our optician will advise you if this is not possible, and if the lenses have to be re-made to fit your new selection. This will result in an additional charge for new lenses, which we will provide at a discounted rate that varies depending on your prescription and lens choice. Plastic lenses are available at a replacement cost of U.S. $14.95 each plus the cost of any additional coatings.
All exchanged items must be received by us within ten (10) business days.
Second, third, fourth, and unlimited other exchanges will be subject to a restocking fee rules on the cost of the frame. Repeat exchanges for items containing custom or prescription lenses will be handled in the same manner as described above, on a case by case basis.

4. Custom or Prescription Lenses
If your lenses are delivered to you with damage or are defective in any way due to our manufacturing, we will replace the lens at no additional charge.
If the wrong prescription was provided to us, we will work with you to replace the lenses with your proper prescription at a discounted rate that varies depending on your prescription and lens choice.
Plastic lenses are available at a replacement cost of U.S. $14.95 each or higher depending on the prescription plus any additional coatings.
We strongly recommend that if you are unsure of any aspect of your prescription, that you e-mail or fax the prescription to us to eliminate the possibility of errors that could result in the wrong prescription being provided.
Progressive lenses are exchangeable for 60 to 90 calendar days (the time depends upon the brand) because of RX change, style change, or frame change.

5. Clearance Sale Price Items
No refunds. Clearance sale items may not be returned or exchanged for any reason. All such sales are final. No exceptions.

6. Contacting Us
Please promptly call us (212-937-4252 or 1-888-293-4755) or email your refund or exchange request to [email protected]. Please include the words “Refund Request & or “Exchange Request” in the subject line of your email.
When you communicate with us by email concerning a request for a refund or exchange, you are agreeing that we can respond to you by email or other electronic means of communication.

7. Where to Ship Returns 

When you contact us about a refund or an exchange, if your order is eligible, we will send you a return form to complete.Returns must be shipped at your expense with a completed return form and copy of your purchase receipt to the address listed below:

CoolFrames, LLC
Attn: Refunds Exchanges Department
2907 Ocean Avenue
Brooklyn, NY 11235
United States

8. Shipment and Risk of Loss
We do not take title to a returned physical product until we receive it. In limited circumstances, and at our sole discretion, we may issue a full or partial refund without the return of a physical product you purchased from us. If we issue such a refund without a product return, we do not take title to the physical product that has not been returned.
When you buy a physical product from our website, the purchase is made per a shipment contract. Whether we ship the product directly to you, or it is shipped to you by a third party (e.g. a drop shipper), the risk of loss and title for each product purchased from us passes to you once it has been delivered to the carrier (e.g. U.S. Postal Service, U.P.S., FedEx etc.). We are not responsible for items lost during transit.
If your item is eligible for a refund, the refund will not include any original shipping charges. And you are solely responsible for the expense of shipping any returns to us.

9. Returns Without Exchange
All returns must be completed within ten (10) business days of the item being delivered to you.
To ensure proper crediting to your account, all items must be returned in their original condition, including cases, cleaning kits, cloths, and any brand documents that may have come with your order. Returns without exchange are subject to a twenty (20%) percent restocking fee on the cost of a frame under U.S. $249.99. Frames priced U.S. $250 or more will be subject to a restocking fee of ten (10%) percent.
Unfortunately, prescription lenses cannot be refunded because each lens is specifically cut and shaped by our opticians to fit the frame you selected, and cannot be re-used on any other frame, even by somebody with the same prescription.
Coupons and coolcash cannot be applied to any previous purchases or exchanges.
Frames being exchanged for an item on back-order or that is not available does not qualify for a refund. We can either keep the replacement on back-order or you may select another item that is available. You can also request a full value store credit without expiration that is completely transferable. If you do not want store credit or cannot find something to replace the original purchase and decide to return that original purchase, the restocking fee rule will apply to that purchase without exception.

10. Custom Order Frames or Lenses and Purchases with Insurance
We are unable to take any returns on any purchases made using insurance for either frame or lens purchases. We can and will allow an exchange for change in prescription or if you are unhappy with your frame selection. Please call us for further details.

11. Undelivered or Refused Items
Any packages returned as undelivered or refused will be subject to a ten (10%) percent restocking fee, or U.S. $20, whichever is greater. Custom or prescription lenses will not be credited.

12. This Policy and Customer Agreements
Any separate customer agreement between us supersedes this policy to the extent there is any conflict with the terms and conditions of the customer agreement.

13. GDPR Fees
Any fees charged to process a request made under Regulation (EU) 2016/679, the European Union’s General Data Protection Regulation (“GDPR”), whether the processing is voluntary or by legal mandate, are not eligible for a refund.
Portions of this policy are Copyright © 2008-2020 Law Office of Michael E. Young PLLC and licensed for use by CoolFrames, LLC at All Rights Reserved. No portion of this policy may be copied or used by anyone without the express written permission of the respective copyright owner.

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