<p>&nbsp;<img alt="" src="https://df5apg8r0m634.cloudfront.net/images/2018/0327/YcZKGVWcWI.jpg" /></p> <p><strong>3-Month&nbsp;Warranty</strong>: Customers will enjoy a 3-month warranty (3 months from the date of receipt), covering any possible defect in materials and workmanship.&nbsp;This warranty does not cover damage caused by accidents, negligence, or improper care.<br /> &nbsp;</p> <p><strong>30-Day Exchange&amp;Return</strong>:&nbsp;Unsatisfactory glasses can be exchanged or refunded within 30 days of receipt. Only shipping fees will apply. Each order&nbsp;is&nbsp;eligible for a one-time exchange/return.<br /> <font color="#FF0000"><strong>Notice</strong>: During this challenging time, we have extended the returns period from 30 days to 60 days (from the date of receipt</font><font color="#FF0000">) for the time being.&nbsp;This policy effects&nbsp;from 31st March, 2020.</font></p> <p><br /> <strong>Return/Exchange Service Procedure:</strong><br /> &nbsp;</p> <p>1. Please login your&nbsp;<a href="/index.php?main_page=account"><strong>Firmoo account</strong></a>&nbsp;and find the order you are not satisfied with.&nbsp;Click the &quot;Exchange/Refund&quot; button.&nbsp;<br /> <br /> 2. Please select the service type---Exchange or Refund. Choose the frame&nbsp;and describe details. Please upload your original prescription picture if you have a prescription issue. For damaged/defective glasses, pictures are also necessary.&nbsp;<br /> <br /> 3.&nbsp;Once we received your request, your exclusive CSR will email you back to solve the issue with 24 hours (48 hours on weekends). Please check your spam folder if you don&#39;t hear back from us.&nbsp;Please follow the instructions that are provided by our customer service team.</p> <p>&nbsp;</p> <h4><strong>UNCOMFORTABLE NEW GLASSES? </strong></h4> <p>If&nbsp;you can&#39;t see clearly&nbsp;or feel discomfort&nbsp;wearing your new glasses, please&nbsp;upload your original prescription script for checking.&nbsp;If the prescription you entered&nbsp;was correct, check out our&nbsp;tips here:&nbsp;<strong><a href="/help-p-155.shtml" target="_blank">Helps for Issues of Adaptation</a></strong></p> <p>&nbsp;</p> <h4><strong>FIRMOO&#39;S LIABILITY</strong></h4> <p>&nbsp;</p> <h5><strong>My glasses were damaged on arrival. What can I do?</strong></h5> <p>We will take full responsibility for DOA problems and we can remake totally free or offer a full refund.</p> <p>Please contact us immediately, and provide us with your order number, frame number, along with pictures of the damaged item. Just&nbsp;highlight the damaged part.&nbsp;<br /> &nbsp;</p> <h5><strong>The glasses received are not what I ordered! </strong></h5> <p>We will take full responsibility if we haven&#39;t strictly processed your glasses according to your order details: prescription, frame (color, and style), and lens type (thickness, color, and coatings).</p> <ul> <li>If the prescription is wrong, please send us a photo of your original prescription, along with the order number, and frame number.</li> <li>If you received the wrong frame, please send us a photo of it, along with your order number and frame number.</li> </ul> <h5><strong>I received glasses with missing parts or defects.</strong></h5> <ul> <li>If you received glasses with missing&nbsp;parts, please send us a photo of them, along with your order number and frame number.</li> <li>If your glasses have defects, please send us photos of defects, along with your order number, and frame number.&nbsp;</li> <li>If missing parts or little defects won&#39;t affect normal wear, and you&#39;d like to accept the glasses, we can give you a voucher or partial-refund as compensation.</li> </ul> <h5><strong>The glasses are broken after wearing&nbsp;less than 30 days.</strong></h5> <p>If your glasses are broken for the defect in materials or&nbsp;workmanship within 30 days of receiving, a new pair will be remade and resent to you freely. Or we can send you a voucher code plus free shipping to place a new order at Firmoo.&nbsp;</p> <h1>&nbsp;</h1> <h4><strong>YOUR LIABILITY</strong></h4> <p>&nbsp;</p> <h5><strong>The frame is too big for me,&nbsp; so I can&#39;t see out of them.</strong></h5> <p>Figuring out the right frame size is a common issue&nbsp;when purchasing glasses online. Just measure your old fit glasses to confirm the frame size, and contact us within 30 days of receiving. We will provide a discount code for you to purchase a new pair. Just pay shipping&nbsp;and price difference.</p> <p>By the way, here is our <a href="/help-p-5.shtml">size guide</a>.<br /> &nbsp;</p> <h5><strong>The glasses are good, but I don&#39;t think they look good on me. </strong></h5> <p>If you don&#39;t like the style, the color, or the coatings, please contact us within 30 days of receiving. We will provide a discount code for you to purchase a new pair.&nbsp;Just pay shipping&nbsp;and price difference. If you prefer a refund, that&#39;s okay, too. Shipping fees, however, cannot be refunded.&nbsp;<br /> &nbsp;</p> <h5><strong>Oh, no! I entered wrong prescription!/I entered expired prescription!</strong></h5> <p>Please note that we do not accept expired prescription. You could submit a refund/exchange request in your account including your original prescription within 30 days of receiving. We&#39;d love to give you another chance to try a new pair with your correct prescription. You just need pay shipping fee and price difference. If you prefer a refund instead, we will refund you minus shipping fee.</p> <h1>&nbsp;</h1> <h4><strong>TIPS:</strong></h4> <ol> <li>Please contact&nbsp;our Customer Support Team to ask for RAN before returning.</li> <li>Address your return package to Annie Wu, 9848 E. RUSH ST. STE C, South EL Monte, California, 91733, United States. 13232089848.</li> <li>We encourage customers to donate unwearable glasses to Lions Club.&nbsp;Information on how to donate your glasses can be found <a href="/help-p-74.shtml">here</a>.</li> <li>Frame color in person may differ from what you see on&nbsp;the website, due to light, varying screen resolutions, and photo backgrounds.&nbsp;</li> <li>The frame size printed on the temples is based on different standards for different factories. Please note the actual size is specified in the description of each frame on Firmoo.&nbsp;</li> <li>We do not provide replacement service for Non-Firmoo glasses.</li> <li>Home try-on service is unavailable at present. We suggest that new customers do not purchase more than two&nbsp;pairs at the first time purchase. For orders include more than 9 pairs of eyeglasses, we are sorry we do not provide exchange or return service if it is you liability.</li> </ol>
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