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Return&Exchange Policy

 

3-Month Warranty: Customers will enjoy a 3-month warranty (3 months of receiving), covering any possible defect in materials and workmanship. This warranty does not cover wear and tear from everyday use, or sudden force or impact.

30-Day Exchange&Return: Unsatisfied glasses can be exchanged or refunded within 30 days of receiving. Only shipping fees will apply. Customers are eligible for a one-time exchange&return for each order. 

 

Firmoo's friendly exchange&return policy promises our customers 100% satisfaction. Please log in your account center to apply for the exchange&return.  Once we received your request, your exclusive CSR will email you to solve the issue.

How to apply for return&exchange?

 

Email: service@firmoo.com 

Toll-Free: 1-855-487-6006

 

UNCOMFORTABLE NEW GLASSES?

If you can't see clearly, or feel any discomfort wearing your new glasses, please upload your original prescription script for checking. Up to 20% of new customers make mistakes entering their prescriptions.

If the prescription you entered was correct, check out some helpful tips here: Helps for Common Discomforts

 

FIRMOO'S LIABILITY

 

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

We will take full responsibility for DOA problems and we can remake totally free or offer a full refund.

Please contact us immediately, and provide us with your order number, frame number, along with pictures of the damaged item. Just highlight the damaged part. 

The glasses received are not what I ordered!

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

  • If the prescription is wrong, please send us a photo of your original prescription, along with the order number, and frame number.
  • If you received the wrong frame, please send us a photo of it, along with your order number and frame number.
I received glasses with missing parts or defects.
  • If you received glasses with missing parts, please send us a photo of them, along with your order number and frame number.
  • If your glasses have defects, please send us photos of defects, along with your order number, and frame number. 
  • If missing parts or little defects won’t affect normal wear, and you’d like to accept the glasses, we can give you a voucher or partial-refund as compensation.
The glasses are broken after wearing less than 30 days.

If your glasses are broken 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. 

 

YOUR LIABILITY

 

Oh, no! I entered the wrong prescription! The glasses are unwearable!

No worries! A discount code will be offered so that you can purchase a new pair.  Just pay shipping and price difference.

The frame is too big for me,  so I can't see out of them.

Figuring out the right frame size is a common issue 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 and price difference.

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

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

If you don’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. This way, you can keep the original glasses you received for backup. Just pay shipping and price difference. If you prefer a refund, that's okay, too. Shipping fees, however, cannot be refunded.

 

TIPS:

  1. Please contact our Customer Support Team to ask for RAN before returning.
  2. Address your return package to Meijung Wu (Recipient)  9848 E. RUSH ST. , SET C, South El Monte, California, 91733, UNITED STATES.
  3. We encourage customers to donate unwearable glasses to Lion’s Club. To donate your glasses:https://www.firmoo.com/help-p-74.shtml
  4. Frame color in person may differ from what you see on the website, due to light, varying screen resolutions, and photo backgrounds. 
  5. 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. 
  6. We do not provide replacement service for Non-Firmoo glasses.
  7. Home try-on service is unavailable at present. We suggest that new customers do not purchase more than 2 pairs at the first time.
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