At Fuse Lenses, we stand behind the quality and fit of our custom lenses! Below is everything you need to know about our 60-day guarantee, fit adjustments, reorders, and handling unexpected order issues.

1. 60-Day Guarantee & Return Policy

All custom lens purchases include a 60-day guarantee starting from the date of delivery.

• Exchanges & Refunds: Within 60 days, you can exchange your items or return them for a full refund (proof of purchase required). Refunds cannot be offered past the 60-day window.

• How Exchanges Work: If you want to exchange your lenses, reach out to Customer Service. You can choose to ship your frames back to our lab, or we can send alternate lenses directly to your door for a faster swap.

• Original Lenses: Please note that we cannot guarantee original lenses sent to us won't crack or chip during removal, as older or screwless lenses can be brittle.

2. Fit Guarantee & Re-Tracing

We guarantee a perfect fit! If your new lenses don't fit your frames quite right, don't worry; we haven't met a fit issue we couldn't fix.

• Free Re-Fit: If you are unsatisfied with the fitment within your 60-day window, contact Customer Service. We will send you a new shipping box so our lab can re-trace your frames and re-install a fresh set of lenses.

3. Reordering Custom Lenses & Warranty Coverage

• Reordering Lenses: Once your lenses are out of warranty, you will generally need to place a new custom order to replace them, even for the same pair of glasses. (We cannot save physical custom frame tracings for every unique pair processed).

• Popular Frames on File: If your frames are from a popular brand or model, we may have saved the digital lens shape on file! Check our website or reach out to Customer Support to see if your lenses are available for direct purchase without re-sending your frames.

• Warranty Replacements: If your lenses are still within their active warranty period, Fuse will cover the $30 shipping charge to send your frames back to our lab for a replacement. Contact support to verify your warranty status.

4. Troubleshooting & Shipping Issues

Missing Prepaid Shipping Box

If your prepaid Fuse shipping box hasn't arrived, contact Customer Service with your full shipping address, and we will send out a replacement box right away.

• Prefer using your own box? We can email you a printable prepaid shipping label. Just be sure to wrap your frames in adequate padding for protection, and do not include personal eyeglass cases.

Frames Returned with No New Lenses

If your sunglasses were sent back without new lenses installed, our lab was unfortunately unable to safely process them.

• Why this happens: Every frame undergoes an inspection upon arrival. If a frame is deemed high-risk (e.g., brittle materials that might snap under installation pressure or an ineligible frame style), we skip installation to protect your property from damage.

• Refund Notification: You will receive an email from Customer Service explaining the specific reason, along with confirmation of a full refund to your original payment method.

Frequently Asked Questions

• How long do I have to return or exchange my custom lenses? You have 60 days from the delivery date.

• What should I do if my new custom lenses feel loose or don't fit right? Reach out to support within 60 days; we will send you a new box to re-trace and re-install your lenses for free.

• What if my prepaid shipping kit never arrived? Contact support with your full mailing address to get a replacement kit or a printable email label.

• Why did my frames come back without new lenses? Our technicians deemed the frame too high-risk for breakage or incompatible. Check your inbox for a detailed email and refund receipt.

To start a return, contact Customer Service.