We Stand Behind Every Pair
Every pair is made to order for you. Here's what's covered, what isn't, and the one step you have to take first.
Last updated · July 25, 2026Made to order, and what that means
Custom to you
Your frames are fitted with lenses cut to the prescription and measurements recorded on your order. Nothing ships from stock, and no other customer can wear your pair.
No change-of-mind returns
Because each pair exists only for you, eyeglasses can't be returned or refunded for change of mind, fit preference, or buyer's remorse. What we do cover is anything wrong on our end.
Your PD, and why it matters
Your pupillary distance (PD) is the gap between the centres of your pupils. It tells our lab where to place the optical centre of each lens, so you look through the sharpest part of the glass instead of its edge. Most people have never heard of it, and most prescriptions don't list it.
Enter your number
Your eye doctor may have written it on your prescription, or you may know it from a previous pair. Type it in and we build to it.
We measure it with you
Our on-site measurement tool guides you through taking your PD on screen while you order, in about a minute. It costs you nothing — no fee, no appointment, no paying an optician for a single number.
What's covered, and what isn't
Covered — contact us within 14 days
- Manufacturing defects — lens or frame, including a pair that arrives damaged.
- Our processing error — lenses made differently from what's recorded on your order.
- Our measurement error — a PD taken with our tool that turns out to be wrong.
- Wrong item — you received a different product than the one you ordered.
Not covered
- Change of mind, fit, or style preference.
- An incorrect prescription, or a PD you entered yourself. A PD taken with our tool is not in this list — that one is on us.
- Packages lost, delayed, or returned because of an incorrect or incomplete address.
- Damage from accidents, misuse, or normal wear.
- Anything reported more than 14 days after delivery.
- Items sent back without our written instructions, or to an address we did not provide.
- Express, expedited, or premium carrier charges you chose instead of the shipping method in our instructions.
How a claim works
- Email us within 14 daysWrite to info@rxspectacle.com with your order number, clear photo of the prescription card inside the package and any other images of the issue. Our team answers 24 hours a day, so you're never waiting for office hours to open your claim.
- Follow the steps we send youWe'll reply with exactly what we need — photos of the frame, the lenses, the packaging, and anything else your case calls for. Complete those steps and your claim moves forward.
- We resolve itNot every claim requires shipping your pair back. If a return is needed, we'll give you the correct US address and instructions at that point, and we cover the cost of standard USPS return shipping. We remake your eyeglasses to the right specifications first, or refund you in full if a remake can't resolve the issue.
Timing and coverage
Delivery windows and what happens with carrier delays are on our Shipping page.
Accuracy is checked against what's recorded on your order — please review your details before confirming.
Something wrong with your order?
Email us within 14 days and we'll take it from there.
Email our team