<div> <div>After you have placed an order with us, you will receive a confirmation email of the order and an email for any updates on the progress on the order. &nbsp;They can be for the following reasons:&nbsp;</div> <div><br /> <strong>Payment Failed:</strong><br /> There was an issue processing your payment, please contact a customer service representative for further support.<br /> <br /> <strong>Order closed:</strong><br /> The order has been unpaid for more than 3 days, or the customer has canceled the unpaid order. If you want to continue with the closed order, you may click the &#39;&#39;Reorder&#39;&#39; button (only applicable for orders within 6 months),&nbsp;or contact us via Live Chat where&nbsp;CSRs will help you&nbsp;prepare a cart with the same items in your closed order for your&nbsp;convenience​​​​​​.<br /> <br /> <img alt="" src="https://df5apg8r0m634.cloudfront.net/email/2023/0313/re4f9N0H2rNryDEz.jpg" /><br /> <br /> <strong>Unpaid:&nbsp;</strong><br /> The order has been received but payment has not been made at present.<br /> &nbsp;</div> <div><strong><span style="font-size:medium">Pending: </span></strong></div> <div>We are awaiting an expected payment. It means that we haven&#39;t received the payment. This usually&nbsp;happens&nbsp;when your payment method is E-check, which can&nbsp;take 3-7 business days&nbsp;to be completed. We&nbsp;will&nbsp;process your order after the payment is completed successfully. If you need your glasses&nbsp;urgently, we strongly suggest canceling&nbsp;the E-check&nbsp;order and placing&nbsp;a new order, using a different payment method.</div> <div><br /> <strong><span style="font-size:medium">New order: </span></strong><br /> <span style="font-size:medium">We have received your order and payment successfully.&nbsp;</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Normal:</span></strong></div> <div>This stage represents all the information on the order is sufficient to be processed to fulfilment.<br /> &nbsp;</div> <div><strong><span style="font-size:medium">Abnormal/Question order/Suspended:</span></strong><br /> This stage means there are some questions relating to your order and we need to confirm further details with you. We will call and email you to&nbsp;request the further information required to progress the order. If we do not receive a&nbsp;reply within 30 days, we will cancel the order and issue a&nbsp;full refund.</div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Processing: </span></strong><br /> Lenses go through&nbsp;a customization and fulfillment&nbsp;process at&nbsp;our optical manufacturer&nbsp;and&nbsp;lab. Once the order status states&nbsp;&quot;Processing&quot; the lenses&nbsp;cannot be recycled and you will be charged a&nbsp;handling fee&nbsp;of&nbsp;&nbsp;$4.95&nbsp;USD for any change/cancellation.</div> <div> <p>In most cases, normal single-vision glasses will be delivered in about 2 weeks&nbsp;after an order is placed online.&nbsp;The specific processing period varies according to strength, lens type, and add-on options.<br /> <br /> <strong><span style="font-size:medium">Shipped:</span></strong><br /> <span style="font-size:medium">Your order has been shipped out </span>successfully<span style="font-size:medium">. For US orders, the tracking number will be available when the order arrives in our US sorting center. It takes about 3~7&nbsp;business days. For other countries, the tracking number will be available in 1~2 business days.</span></p> </div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Tracking number available:</span></strong></div> <div><span style="font-size:medium">The tracking number for your parcel has been updated/ is available.&nbsp;</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Delivered :</span></strong></div> <div>Your eyeglasses parcel has been delivered to your address. If you did not receive&nbsp;your glasses, please email us at service@firmoo.com.<br /> &nbsp;</div> <div><strong><span style="font-size:medium">Refund accepted :</span></strong></div> <div><span style="font-size:medium">We have accepted your request for return and refund.&nbsp;</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Refund completed:</span></strong><span style="font-size:medium"> </span></div> <div><span style="font-size:medium">Your full or partial refund has been processed successfully.</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Canceled:</span></strong></div> <div>It means your order was cancelled.</div> </div>
Shipping and tracking
Terms and Conditions

Return & Exchange Policy

How to apply for Exchange & Refund?

Where to donate my glasses?

When will I receive the refund?

política de Cambio & Devolución

30-day Return & Exchange
Unsatisfactory glasses can be exchanged or refunded within 30 days of receipt.
6-month Warranty
Covering any possible defect in materials and workmanship.
Live Chat 24/7
We are always online for you.