Clear expectations from checkout to return.

1. Service eligibility and approval

Refocus Service Lab provides prescription lens replacement in customer-supplied frames, along with appointment-only mobile optical services. Refocus does not provide eye examinations, diagnose eye conditions, or write or change prescriptions.

Every mail-in order must be reviewed and approved before glasses are mailed. Refocus may decline a frame, prescription, lens combination, or service request that cannot be completed safely or accurately.

• A current, legally valid eyeglass prescription is required.
• Progressive and complex prescriptions may require additional measurements.
• High prescriptions, oversized frames, specialty materials, and nonstandard requests may require a separate quote.

2. Pricing and payment

Published package prices include the $25 professional cut-and-edge service fee. Standard round-trip tracked shipping is free with every lens replacement order. It includes a prepaid label from the customer to Refocus and tracked return delivery.

Listed packages may be purchased through Square before review. If Refocus determines that an order requires a different lens, additional measurements, or a custom quote, the customer will be contacted before work begins. Any revised price requires your approval before work begins. An accepted quote remains firm for the agreed specifications and a suitable frame. A quote inquiry alone does not authorize an order, payment, production, or shipment. Payment must be completed before lenses are ordered or processed.

• FSA and HSA cards are accepted for eligible purchases.
• Refocus does not bill vision insurance.
• Upgrades or changes requested after checkout may require an additional payment.

3. Mail-in shipping

Do not mail glasses until Refocus approves the order and provides a prepaid standard label and packing instructions. You supply a hard case, sturdy box, and cushioning. Do not use an envelope.

If a shipment is lost or damaged, contact Refocus promptly. Keep all packaging and photograph any damage. We help investigate and coordinate the applicable carrier or shipping-insurance claim. Claim payments depend on purchased coverage, documentation, and carrier or insurer approval; tracking alone does not guarantee full-value coverage. Contact us before mailing if you need additional coverage.

• Every lens replacement order includes one prepaid standard inbound label and one standard tracked return shipment at no additional charge.
• The checkout shipping address is used to create the prepaid label and return the completed glasses.
• Additional charges may apply for expedited, insured, oversized, or special-handling shipping.

4. Customer-supplied frame condition

We inspect frames before replacing lenses and contact you if we identify a concern. Existing wear, deterioration, prior repairs, or hidden weakness may cause failure during normal lens replacement. We may decline an unsuitable frame or request your approval of an identified risk before proceeding. Failure caused by a pre-existing condition is not covered by the workmanship warranty.

If we damage your frame through our handling, we arrange a suitable repair at no charge when repairable. Alternatively, you may purchase and send another suitable frame; we make and install new lenses matching your originally purchased prescription, material, design, coating, and enhancements at no additional charge. Refocus provides standard shipping both ways for this resolution.

If we lose your frame in our possession, or cause damage that cannot be repaired, we offer either a comparable replacement frame agreed upon with you, with matching replacement lenses, or reimbursement of the documented reasonable replacement value of the frame plus a refund of the lens order. Refocus covers standard shipping both ways for these resolutions. If the original frame is discontinued, we discuss an alternative before proceeding. Sentimental value cannot be replaced; contact us before sending irreplaceable frames.

• Refocus may decline a frame that is unsafe or unsuitable for new lenses.
• The customer may be asked to approve an identified risk before work continues.
• A replacement frame is not automatically provided when failure results from an existing condition.

5. Prescriptions and measurements

The customer is responsible for providing an accurate, current prescription and requested measurements. Refocus verifies that the submitted information is complete and appropriate for the selected lens, but it cannot independently confirm the medical accuracy of a prescription written by another provider.

If necessary measurements cannot be verified remotely, Refocus may require an in-person measurement, information from the prescribing office, or a different service arrangement before accepting the order.

• Do not send payment-card information by text or email.
• Prescription documents should include the customer's name and prescribing provider information.
• Production does not begin until required prescription and measurement information is received.

6. Turnaround time

Most orders are estimated at 3–10 business days after Refocus receives the glasses, valid prescription, complete measurements, and any required approval. Transit time is additional. This is an estimate, not a guaranteed maximum or completion date.

Specialty lenses, prescription verification, product availability, shipping delays, frame concerns, holidays, and approved remakes can extend the timeline. Refocus will communicate material delays when known.

7. Changes, cancellations, and refunds

Prescription lenses are custom-made for one customer and frame. Contact Refocus immediately if an order needs to be changed or canceled. A cancellation or change can be approved only if the production stage still allows it.

After lenses have been ordered, surfaced, coated, cut, or otherwise processed, all or part of the order may be nonrefundable. If Refocus cannot accept or complete an unprocessed order, the applicable payment will be returned through the original payment method.

• A preference change is not the same as a verified workmanship issue.
• Approved refunds are returned through Square to the original payment method.
• Shipping charges already used or incurred are generally not refundable.

8. Warranty and prescription-change support

Refocus provides a 90-day limited workmanship warranty starting on delivery. We correct verified lens fabrication or assembly errors attributable to Refocus at no charge. Contact us for approval and instructions before returning glasses.

One prescription-change remake is available within 90 days after delivery when your provider supplies an updated written prescription. Use the original frame and retain the purchased lens material, design, coating, and enhancements. Upgrades or other requested changes may cost extra and require your approval.

For approved routine workmanship or prescription-change remakes, you pay shipping to Refocus and Refocus pays standard tracked delivery back to you. When resolving frame damage or loss caused by Refocus, Refocus covers standard shipping both ways.

These policies do not limit rights or remedies available under applicable law.

• The warranty excludes normal wear, scratches from use, accidents after delivery, misuse, improper cleaning, heat damage, damage caused by third-party repair, and pre-existing frame weakness. Frame damage or loss caused by Refocus is handled under section 4.
• A change in style, tint preference, lens option, or frame is not a workmanship claim.
• The original glasses and lenses may be required for evaluation before a remake is approved.

9. Customer information and communication

Contact, order, prescription, and measurement information is used to review and fulfill the requested service and to communicate about the order. Refocus does not sell customer information. Information may be shared with the optical laboratory, shipping carrier, payment processor, or prescribing office only as needed to complete the service or as required by law.

Payments are processed by Square under Square's own terms and privacy practices. Customers should never send full card numbers or payment credentials to Refocus by text, email, or the mail-in form.