Returns & Exchanges
General
At Primary Eye Care Associates, we want you to feel confident in your eyewear purchase. Because eyewear often includes products individually selected, measured, and custom-made for each patient, return policies vary depending on the type of product purchased.
30-Day Frame Satisfaction Guarantee
If you change your mind about your frame selection, eligible eyewear frames may be exchanged for another style within 30 days of delivery or pickup.
Frames must be returned in good condition and free from damage beyond normal fitting or handling. Any difference in frame price will be charged or credited as applicable.
Prescription and Custom Lenses
Prescription lenses are custom-manufactured specifically for the individual patient and prescription. Once fabrication has begun, custom prescription lenses are generally not eligible for a refund.
If a frame exchange requires new prescription lenses to be manufactured, additional lens or remake charges may apply unless the replacement is covered under an applicable manufacturer or Primary Eye Care Associates warranty.
Non-Prescription Frames and Sunglasses
Eligible non-prescription frames and sunglasses may be returned or exchanged within 30 days of delivery or pickup when returned in original, resalable condition.
Approved refunds will be issued to the original form of payment.
Incorrect, Damaged, or Defective Products
If an item arrives damaged, defective, or different from what was ordered, please contact Primary Eye Care Associates promptly. We will work with you to correct or replace the item at no additional cost when the issue is confirmed to be due to a manufacturing defect or fulfillment error.
Return Shipping
For eligible returns made because of a change in preference, the customer is responsible for return shipping costs unless otherwise stated.
Primary Eye Care Associates will cover reasonable return shipping costs when an item was shipped incorrectly or is confirmed to be defective upon receipt.
Products may also be returned or exchanged in person at our Chicago office when eligible under this policy.
Refund Processing
Eligible refunds are processed after the returned merchandise has been received and inspected. Please allow approximately 7–10 business days for an approved refund to be issued to the original payment method. Additional processing time may be required by your financial institution.
How to Request a Return or Exchange
Before mailing a product back to us, please contact Primary Eye Care Associates and provide your name, order information, and reason for the return or exchange.
Primary Eye Care Associates
5460 S. Archer Avenue
Chicago, IL 60638
(773) 735-6090
We are committed to helping our patients receive eyewear that provides excellent vision, comfort, fit, and satisfaction.
