Custom Lenses & Concierge Service: Timelines, Shipping, & Expiration PolicyUpdated 2 hours ago
Our Custom Lenses Concierge Service takes approximately 2 weeks total from start to finish. Because we ship you a prepaid box to send in your frames and custom-cut your lenses in-house, processing involves a few distinct stages.
Step-by-Step Timeline Breakdown
The entire Custom Lens process follows this general schedule:
Prepaid Kit Delivery (3–5 Business Days): After placing your order, it takes 3–5 business days to receive your prepaid shipping box at your address.
In-Transit to Fuse: You pack your frames into the box and send them back to us using the prepaid USPS label.
Custom Lens Creation & Installation (5–7 Business Days): Once your frames arrive at our facility, you will receive an email confirmation. Custom lens creation and installation typically take 5 to 7 business days from receipt (Note: Turnaround time may be slightly longer during our peak season from May through August).
Final Return Delivery (3–5 Business Days): Your finished sunglasses with fresh lenses installed are packaged and shipped back to you.
Shipping Note: All orders ship from our headquarters in Palm Harbor, FL. Standard transit times vary based on your location. If you need expedited shipping, please contact Customer Support before your frames are shipped back.
Delivery of Additional Items Ordered
Combined Shipments: Any additional items (such as standard replacement lenses, cleaners, or accessories) ordered alongside a Custom Service package will ship together with your completed sunglasses.
Need Items Sooner? Your initial package will only contain the prepaid shipping kit. If you need non-custom items sooner, please place a separate order for those items.
Prepaid Label Expiration & Order Deadlines
30-Day Prepaid Label Expiration: Your prepaid USPS shipping label is valid for 1 month. Please drop your box off with USPS within 30 days of receipt or put it in your mailbox.
Expired Labels: Using a label after 30 days risks delivery failure or lost shipments. Fuse is not responsible for the contents if the box is shipped after 30 days. If it has been over a month since you received your kit, reach out to Customer Support to request a fresh return label before mailing your frames.
90-Day Order Cancellation Window: We send periodic email reminders if tracking shows no movement. For Custom Concierge and Prescription orders, if we do not receive your frames within 90 days of the original order date, your order will be automatically canceled and refunded.
Frequently Asked Questions
How long does the entire Custom Lens process take?
It typically takes around 2 weeks total from the time you order your kit to when your finished sunglasses return to your door.
When will my other items ship if I bought them with Custom Lenses?
All extra items ship in the final package with your completed custom sunglasses.
What should I do if I held onto my shipping box for over a month?
Contact Customer Support for an updated shipping label before mailing your frames, as expired USPS labels can lead to lost packages. Fuse is not responsible for the contents if the box is shipped after 30 days.