How do I return or exchange an item?

PLEASE NOTE: All sales of made-to-order lenses (designated as "Made-To-Order", "Made To Order", "MTO", "XR" and/or "Custom" on our website), as well as of solutions and eye-drops are final. No refunds or exchanges for made-to-order lenses, solutions and eye-drops will be accepted, other than for defective lenses as determined by manufacturer.   

General Returns:

Within 30 days of delivery of a shipment, you may return any unopened boxes or vials that are in original condition purchased from ContactLensReorders® for a store credit or refund. We are not permitted by federal law to accept returns or exchanges of opened boxes or vials, unless defective.  Once we receive your unopened boxes or vials, we will promptly process your refund or issue a store credit (less shipping charges and $2.50 return processing fee).  Returning products shipped under a free shipping promotion will result in charge back of the free shipping. 

Defective Lens Returns:

We guarantee that all of our lenses are factory sealed and authentic, under the full manufacturer's warranty. If you have a problem with any lens purchased from us at any time, please remove the lens immediately and let us know. If you suspect that your lenses are defective, please contact us immediately, and please enclose a photocopy of your prescription when you return the lenses to us. If your lenses are determined to be defective by the manufacturer, we will issue a store credit in full. 

Exchanges:

If your prescription changes, we will exchange unexpired and unopened boxes of contacts in original condition, for which the expiration date is more than 12 months away from the day we receive your package. If your exchange will be for a higher dollar amount from your original purchase, you will be billed for the difference at the point of processing the exchange. 

When Returning or Exchanging Items:

If you need to return or exchange your lenses purchased from our store, please follow these steps:
 

1. Call +1-888-ZIP-MY-LENS [947-6953] or email info@contactlensreorders.com to obtain a Return Authorization (required).

2. Secure your merchandise in the original packaging or in a sturdy box to avoid damage. Vial lens must be returned in the original vial and the vial must be sealed to prevent the solution from leaking during shipment. Please DO NOT return contact lens boxes in an envelope or any other flat pack.  Products received with improper packaging will not receive credit and will be returned, and shipping charges incurred.  Customers are responsible for the return postage unless the reason for return was our error.
 
3. Please enclose a note with your return telling us your Order Number (if available) and a description of what you are returning. Let us know the reason for your return and what you would like us to do. Do you want us to exchange the item, or issue a refund or other (please explain)? Please include your name, address, and phone number (specify day or evening) where we can reach you in case we have questions.

4. Return the item by mail to:  

JGM Group Inc.
68 Jay Street, Suite 421
Brooklyn, NY 11201
Please allow up to 4-6 weeks for your store credit, refund or exchange to be processed.  PLEASE NOTE: Credit, refund or exchange will be issued only after your package is received and inspected. Ship method must be traceable. The following couriers use traceable ship methods: UPS, USPS First Class or Priority Mail With Delivery Confirmation, FedEx, or Airborne. ContactLensReorders® is not responsible for lost or damaged packages.