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Return&Exchange Policy

3-Month Warranty: Customer will enjoy 3-month warranty(3 months after receiving), covering any possible defect in materials and workmanship. 

30-Day Exchange&Return: Unfit or wrong glasses can be exchanged or refunded within 30 days of receiving. 

We offer reliable and friendly exchange&return policy. You will enjoy a 3-month warranty and will not face any issue in the exchange&return procedure. However, please kindly note home try-on service is unavailable now. We promise that we will always try to offer you a 100% satisfying solution in any case. 

 

Firmoo’s liability

My glasses are damaged on arrival. What can I do?

Dear customer, we will take full responsibility for DOA problems and we can remake totally freely.

If you received DOA glasses, like broken frames, lens scratched badly. Please contact us via service@firmoo.com at the first time, and provide us with your order number, frame number, the damaged item pictures with highlight in damaged part. We will reply you within 24 hours.

The glasses received are not what I ordered!

We will take full responsibility if we haven’t processed your glasses strictly according to your order details: prescription, frame (frame color, frame style), lens (thickness, color, coatings).

If the prescription is wrong, please email us your original prescription photo, order number, frame number, and your wearing experience.

If you received wrong pair of frame or wrong color of frame, please email us your order number and frame number, and photos of frame; if color is wrong, please highlight the color number on frame photo, the frame color number is printed on one of the frame arms.

If you received the wrong lens, for example, we processed with wrong lens index, wrong lens color, or wrong coatings, please send us the order number, frame number and photos of lens.

Our email address is service@firmoo.com. We will remake freely once making clear the problem and reply you within 24 hours.

Received glasses with missing parts or defects?

All Firmoo's eyeglasses will ship with some free eyeglasses tools in each order:

a.   For plastic, memory plastic frame: Spectacle cases and eyeglasses bags, micro-fiber lens clothes, one screwdriver and extra screws.

b.   For metal, mixed material and titanium frame: Spectacle cases and eyeglasses bags, micro-fiber lens clothes, one screwdriver, extra screws (screw nuts) and replacement nose pads.

c.    For goggles (all the RMAL series), only the eyeglasses bag will be sent free.

If you miss parts, please email us your order number and frame number, and photos of received glasses;

If your glasses have defects (defects here means little defects that won’t affect glasses' normal use, for big defects, please refer to DOA), like chromatic aberration about frame/lens color, little part of frame paints loss, slight lens scratch. Please email us your order number, and frame number, and photos of defects. 

If missing parts or little defects won’t affect the normal working of the glasses, and you’d like to accept the glasses, we can give you a voucher as a compensation; exchange&return is also available if you are not happy about the glasses at all.

Our email customer service address is service@firmoo.com, we will reply you within 24 hours.

 

Your liability

Suspended order?

If the order status is Suspended Order, it means we need to confirm something with you. We will send you an email in time so please contact us or reply our email ASAP. If we don’t get your reply after about one week, we will contact with you on phone. If you still don’t reply within 20 days, the Question order will be canceled and a full refund will be issued. So, please always pay attention to your order status and view the mailbox left in your order. Customers would be responsible for the process delay if we haven’t got your reply for a long time.

 

Oh! GOD! I entered the wrong prescription! The glasses are unwearable!

Everyone will make mistakes. No worry! A discount code will be offered so that you can purchase a new pair freely by just paying for a little shipping fee. 

                              

Please help me! The frame is too big for me so I cannot see out of them.

The issue of frame size often happens when purchasing glasses online. Just measure your old fit glasses to confirm the frame size and contact us. We will provide a discount code for you and then you will purchase a pair of new fit glasses. Please note, the shipping fee will be charged.

By the way, our size guide is here https://www.firmoo.com/help-p-5.shtml.

The glasses are good, but I don’t think they have a good look on me.

As said earlier, your satisfaction is our priority. If you don’t like the style, the color or the coatings, we think a discount code on frame or lens will help you to get a new pair you like. In this way, you can keep the glasses you received for backup and they may come in handy when necessary.

The glasses are broken after wearing less than 30 days! I just do not think the price justifies the quality. So disappointed!

Sorry for the inconvenience caused. We provide guaranteed after-sales service. If your glasses are broken within 30 days of receiving your order, a new pair will be remade and resent to you freely and you don’t need to send the glasses back to us. Or we can send you a voucher code plus free shipping for you to place a new order at our site. 

If the glasses are broken after being used for a long time, we are willing to prepare a discount code for you.

 

Notice:

1. When you have an issue about the glasses received, please contact our customer service at service@firmoo.com.

2. The color of some frames may differ from that available on the website due to the light, resolutions of different computer screen and certain background when taking the picture. 

3. The frame size printed in the frame legs is based on different standards of different factories, so please note the actual size is shown in the picture of measurements on each product page. 

4. We are sorry that we cannot provide replacement service for non-Firmoo glasses.

5. We encourage customers to donate unwearable glasses to Lion’s Club. Click this link to donate your glasses https://www.firmoo.com/help-p-74.shtml

6. Address for return delivery: Meijung Wu (Recipient)  9848 E. RUSH ST. , SET C, South El Monte, California, 91733, UNITED STATES 

7. We don't provide "Home Try-on" service for customers to purchase several pairs in one order to try glasses in person. 

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