Warranty
90 day- Quality assured with our reliable limited warranty on select products.
Orders & Purchases
How do I edit or Cancel my order?
How do I edit or Cancel my order?
We understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, Text or Call.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
What should I do if there a problem with my order?
What should I do if there a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I did not recieve my order?
I did not recieve my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Returns & Exchange
What is your Return Policy?
What is your Return Policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact.
For Lens Replacement Return policy, please refer the FAQ below for Lens Replacement.
How do I initiate return?
How do I initiate return?
- Go to orders
- Select Order to be returned
- Initiate Return
- Our team will approve
- You will receive shipping label on email.
- Ship the product
- Once received, refund will be issued, including original shipping cost paid by the customer.
How soon is return processed?
How soon is return processed?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method.
180 Days Guarantee
180 Days Guarantee
You’re eligible for a one-time replacement pair within 180 Days (P.S. This only applies to products with noticeable defects in the craftsmanship).
Shipping & Tracking
How do I track my order?
How do I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
How long do I have to wait for my glasses after I have ordered them?
How long do I have to wait for my glasses after I have ordered them?
Your order will be delivered within 7 - 14 business days.
What shipping methods do you offer?
What shipping methods do you offer?
Most of orders are shipped through USPS.
Do you ship outside USA ?
Do you ship outside USA ?
At this time we are only Shipping within USA.
Lens Replacement
Can you modify the shape of my lenses?
Can you modify the shape of my lenses?
Unfortunately we cannot modify the shape, only replicate what is provided.
How long it takes to get my glasses back?
How long it takes to get my glasses back?
Once your order is placed and frame are received, please allow 4 business days from the time we receive your prescription and pupillary distance (PD) for production.
Every order undergoes a thorough quality check before shipping. While most orders are completed on time, some may require additional processing to ensure everything meets our high standards.
You’ll receive tracking information as soon as your order ships.
Note: Orders with high prescriptions or sports/performance frames may take a bit longer due to specialized processing.
Can I make Modification?
Can I make Modification?
There is a small window where changes can be made to the order. Please reach out to customer service email listed below with any changes as soon as possible. Any modification made after the lenses have been processed by the lab will be subject to a 40 % modification fee, as well as the cost difference for a package of greater value. Please allow for additional time for your order to be completed if there are adjustments made.
support@shadegray.com.
Cancellation Policy
Cancellation Policy
You may cancel your lens replacement order anytime before it enters processing at our lab.
Once the order is in production, a 25% cancellation fee will apply as lenses are custom-made and cannot be reused.
If you need assistance with your cancellation, please contact our support team as soon as possible.
support@shadegray.com
Return Policy
Return Policy
If you experience any issues with your order, please contact our Customer Support team at:
support@shadegray.com
Each lens replacement order is custom-made and therefore not eligible for return unless related to prescription accuracy or vision correction, please refer to our Remake Policy.
Remake Policy
Remake Policy
At Shadegray, we want you to love your new lenses. If you're experiencing vision issues or concerns with your order, we’re here to help.
Eligible for a Free Remake
We will remake your lenses at no additional cost under the following conditions:
- The prescription provided was accurate, but the lenses are not functioning as expected
- You contact us within 30 days of receiving your order
- The lenses show a manufacturing defect or lab error
Prescription Changes or Errors
If your prescription has changed or was entered incorrectly during the order:
- You may request a remake with the updated prescription
- A remake fee may apply to cover the cost of new lenses
What We Require
To process a remake request, please email:
- Your original order number
- A copy of your valid prescription
- A brief description of the issue
Send this to support@shadegray.com, and our team will assist you promptly.
Prescription & Lenses
Do you have offline Store for eye checkup?
Do you have offline Store for eye checkup?
No, We are an online retailer based out of east coast, USA.
How do I get my Prescription?
How do I get my Prescription?
Your Doctor's office should be able to provide you with prescription.
What all Lens you offer?
What all Lens you offer?
We offer Single Vision, Progressive, Transitions, Photo-chromatic, Driving and various other lenses.
Contact us
How do I connect
How do I connect
- Email : support@shadegray.com
- Text Only : 973-216-4889