Frequently Asked Questions

Got a question? We're happy to help you find an answer. Browse our list of frequently asked questions below — we have a feeling you'll find what you're looking for! If not, please feel free to reach out.



Returns & Exchanges


Q: What is your return policy?

If you are not 100% satisfied with your purchase, simply return it for a full refund. You can return your purchase for up to 365 days from the purchase date, as long as the item shows no signs of use. All returns must be in original condition. The product(s) will be inspected upon receipt. All returns must be in the condition you received them and in the original box and/or packaging (including invoice) for full credit to be issued. No credit or exchange will be issued if the product shows signs of use. Please note: Our guarantee does not cover accidental damage or wear of product caused by customer.

For more on our return policy, click here.

Q: I would like to exchange my sunglasses for a different pair. What is your exchange policy?

You can exchange your purchase for up to 365 days from the purchase date. All exchanges must be in the condition you received them and in the original box and/or packaging (including invoice) for full credit to be issued. No exchange will be issued if the product shows signs of use. Our guarantee does not cover accidental damage or wear of product caused by customer. All product exchanges should include the original invoice and be mailed here: 1300 Windhorst Way, Ste A, Greenwood, IN 46143.

Please send us an email or call us right away to specify the style and color you would like to exchange your sunglasses for, so we can place the new pair on hold for you. For more on our exchange policy, click here. The product(s) will be inspected upon receipt. All exchanges must be in resalable condition and all original packaging (including invoice) must be in place. No exchange will be issued if the product shows signs of use. Exchanges will ship out as soon as we receive the original order.

Q: I returned a pair of sunglasses. When can I expect to see the refund on my credit card statement?

Once we have received your return at our warehouse, we will refund your credit card and send you an email stating that your return is completed. Credits normally take 3-5 business days to appear on your credit card statement.

Q: How long does it take to process a return/exchange?

Once we have received the package back in our warehouse, returns and exchanges are processed within two business days. We will send you an email to confirm your return/exchange.

Q: Does my refund go back to my credit card or is it store credit?

Refunds are credited back to your original method of payment. Because we do not like to have your money in limbo, we do not offer any sort of store credit.

Q: My refund email states a credit was issued to my account. What account is that?

"Account" means your bank account, PayPal account, Google Checkout account, or whatever original method of payment was used.

Q: Can I return a pair of sunglasses that broke?

We are unable to accept worn or used merchandise for return. We do replace defective sunglasses, but we can only assume a 30-day replacement policy, as we cannot be responsible for wear and tear.

Q: Are there any restocking fees for returns or handling fees for exchanges?

No, there are no restocking fees on your return, and we will pay for the shipping on the exchanged product, provided it is shipping within the United States.

Q: Why did I not receive a refund for the shipping?

As stated in our return policy, we do not refund for shipping costs.

Q: Do I get free return shipping?

No, any costs incurred when sending back the sunglasses are the responsibility of the customer. Please see our return policy under "Are there any return shipping fees?" for more information.

Q: Do I need to contact you for a Return Confirmation Number?

Nope! Go ahead and fill out the return form located on the back of your invoice with the correct information, and send it back to us along with your return item. We'll take it from there! If you should have any problems with this process, feel free to call our Customer Happiness team at 1-800-559-4209 or email at info@sunglasswarehouse.com.


Security & Privacy


Q: Is it safe to use my credit or debit card on your site?

We guarantee that every transaction you make at SunglassWarehouse.com will be 100% safe. security seal This means you pay nothing if unauthorized charges are made to your card as a result of shopping at our online store. Our site is protected by SSL (Secure Socket Layer) encryption technology, and we are a proud to be verified by Trust Guard. Trust Guard is a third party that ensures your security on our website. Please click on the seal at right for more information.

For more information on our Secure Shopping Guarantee, click here. For more on our Privacy Policy, click here

Q: Do you sell my information to third party companies?

No, we do not sell any customer information, nor will we ever.

Q: Will you share my information, even my email address, with anyone else?

No, we do not share any customer information, including email address or telephone number, with any other company.


Ordering


Q: Can I place orders by phone?

Of course! Our Customer Happiness team is more than happy to help you place your order over the phone. Our number is 1-800-559-4209, and our hours are Monday-Friday 9:00-6:00pm ET.

Q: What forms of payment do you accept?

We accept the following credit cards: Master Card, Visa, American Express, and Discover. We also accept PayPal and postal money orders.

Q: Do you charge sales tax?

Sales tax will only be added to your order if it is being shipped to the state of Indiana.

Q: Do you have a store that I can walk in and purchase sunglasses?

We are an Internet store only. All orders can be processed online or taken over the phone.

Q: How do I make changes to my order?

You may make changes or cancel your order as long as the order has not been shipped. Please speak to our Customer Happiness team as soon as possible with changes or cancellations so we can accommodate your request. Contact us here!

Q: Can I search/sort by size of glasses?

Yes, you can sort by size using the top hand navigation. Select "Frame Size," and then you will be able to sort by Small (0mm-130mm hinge to hinge), Medium (131mm-140mm hinge to hinge), Wide (141mm+ hinge to hinge), and Kids' sizes. You can also filter by frame size in the lefthand navigation while browsing the site.

Q: Do you keep records of previous orders?

We do keep records of previous orders, but we do not keep those records on the website. If you choose to create an account with SunglassWarehouse.com, you will be able to view your past orders within your account.

Q: How do I create or log into my account to place an order?

To create an account with SunglassWarehouse.com, click here. If you already have an account created with us, login here.

Q: Do you have any discounts for first-time buyers?

We do not have discounts for first-time buyers; everyone gets the same low price and free shipping offer presented. For email-only exclusive savings and special deals, be sure to sign up to be on our email list.

Q: Do you have any discounts for repeat customers?

We do not have discounts for repeat customers; everyone gets the same low price and free shipping offer presented. For email-only exclusive savings and special deals, be sure to sign up to be on our email list.

Q: Do you have any discounts for senior citizens or veterans?

We do not have discounts for senior citizens or veterans; everyone gets the same low price and free shipping offer presented. For email-only exclusive savings and special deals, be sure to sign up to be on our email list.

Q: Why can't I use a pre-paid VISA/debit card?

For security, our system has to check the billing address for a match to the card used for the purchase. Pre-paid VISA/debit cards do not have an address that is "attached" to the account, so our system cannot verify an address and will not accept the card.

Q: Why won't my order go through?

There are a few different reasons that a credit card may be declined (sometimes our system can tell us what exactly it was, and sometimes it just tells us it was declined). Some of the reasons for a declined card include insufficient funds, wrong expiration date entered, wrong security code entered, or the wrong billing address was provided.

Q: Do you accept checks?

We do not accept checks, but we do accept money orders. Please call us with your preferred selection of sunglasses so we may give you the full total as well as place them on hold for you.

Q: Can I scan a photo of myself and "try on" the glasses virtually?

Unfortunately, we do not currently have a photo upload feature like this on our website. However, we do have an interactive face shape tool available, where you can try on frames recommended specifically for your face shape. Click here to try out the tool.

Q: Do you have any pictures of the products on actual people?

We do not have pictures of actual people in the sunglasses, but many of our products have an example photo on a mannequin head, which helps with perspective. On select product pages, you will see pictures of style bloggers who have sent us photos wearing our shades.

Q: The style I want is out of stock. Is it gone forever, or will it be restocked? When?

We try to restock inventory as often as possible, but sometimes, a product is discontinued by a manufacturer, and it is completely out of our hands. Please contact customer service to inquire about a specific style.

Q: I need a different size of a particular style. Can you customize it for me?

Because we are not the manufacturers of the sunglasses, we are unable to customize the frames in any way.

Q: How do I know what power/strength/magnification I need for the reading sunglasses?

We recommend consulting your eye doctor to see what power is right for you.

Q: Do you do any price-matching?

We do not do price-matching, because it would be impossible to determine that a style listed elsewhere is the exact style we carry. Many styles look identical but can be made by a different manufacturer, making it a different price.

Q: I see a picture of a different color in a certain style below the big picture, but I can only select one color. Can I order the other color?

The available colors are listed in the drop-down menu. If a certain color does not show up in the drop-down menu, it is out of stock and unavailable for order.

Q: Why will it not allow me to order the amount of this style I want? It keeps adding a lower quantity than I enter to the cart.

The system will only allow the amount we have in stock to be added to the cart. If you want to order three of a style, but we only have one pair in stock, only one will be added to your cart. This way, you do not pay for what we are unable to ship to you.

Q: Can I pay with PayPal or Google Checkout?

You are more than welcome to pay via PayPal or Google Checkout. Please select one of those options in the cart page or at the bottom of the checkout page.

Q: Do you allow CODs (Collect on Delivery)?

We do not accept COD as a form of payment; we must receive payment before the order is shipped.

Q: Where do I enter this gift certificate code I have?

You may enter the gift certificate code at the bottom of the checkout page, under "Step 5: Payment Method." Select the "Gift Certificate" option, and enter your code in the available field. The gift certificate codes will not work in promotional code boxes.

Q: Where do I enter this promotional code I have?

You may enter the promotional code in the middle of the cart page. Check the box next to "Yes, I have a promotional code." Then, enter your code and click "Apply."

Q: I didn't get the promotional code applied to my order. Can you apply it?

Yes, we can. Please contact customer service at 1-800-559-4209 with your order number so we may apply the discount for you.


Shipping & Delivery


Q: How much does shipping cost?

Standard USPS First Class Mail is $2.95 for orders shipping within the United States. USPS Priority Mail is $4.95, and UPS and expedited methods vary on your location and size of order. Shipping costs can be calculated by adding the items to be ordered to your card, proceeding to the checkout page, and entering in the shipping address. For complete information on shipping, please click here.

Q: If I order before 2:00 p.m. Eastern Time, will I get my glasses today?

Same-day shipping means the order will leave our warehouse if you order before 2:00 p.m. ET on a business day; however, it does not mean same-day delivery.

Q: How long does it take for the order to ship?

If you order before 2:00 p.m. ET on a business day, the order will ship that day; otherwise, it will ship the next business day.

Q: My confirmation number says the package was delivered, but I don't have it. Now what?

First, check with anyone in the house/apartment that may have received the package. If it is an apartment complex, check with the front desk. Then, check with neighbors to see if the package was misdelivered. You can also contact your local post office and speak with your mail carrier or delivery manager about where the package was left.;

Q: I got my shipping confirmation email, but the tracking number doesn't work. Was the order even sent?

Tracking information is not available right away. It often takes a business day for USPS to update the tracking. Please check the tracking number again tomorrow.

Q: Why does the tracking information state there is no record of the item?

Tracking information is not available right away. It often takes a business day for USPS to update the tracking. Please check the tracking number again tomorrow.

Q: The shipping confirmation email does not have the second line of my address, and that is necessary for delivery. The second line was confirmed in my initial confirmation email, so I know I entered it. Was it deleted? Now what?

If the second line was included in your order confirmation email, rest assured it was included on the package. Occasionally, the system does not include the second line in the shipping confirmation email. If you are still concerned, please contact customer service to ensure that second line was on the package.

Q: Does the free shipping apply to international orders?

Unfortunately, no. Orders shipped internationally, even to Canada, do not qualify for free shipping. For full information on international orders, click here.

Q: Can I have the order sent somewhere other than my billing address?

Yes, you are welcome to ship the order to a different address than your billing address. During checkout, enter your billing address first, at the top of the page, select to ship it to a different address, then enter the full shipping address second. If you choose to create an account with SunglassWarehouse.com, you will be able to save multiple addresses for future delivery.

Q: Can I have half the order sent one place, and the other half sent another?

No, we are unable to ship one order to different locations. If different destinations are required, separate orders must be made. Shipping must be paid for each, unless the orders are over the shipping threshold on their own.

Q: USPS said my order would be here yesterday, but they did not arrive. Will you refund my shipping?

USPS has been offering an expected delivery date on their tracking information for USPS First Class Mail. This is not a guaranteed delivery date, so the package is still on its way.

Q: Is there a list anywhere of countries to which you ship?

To see the countries to which we ship, please proceed to the checkout page, and click on the "Country" drop-down menu. For full information on international orders, click here.

Q: My order is over $25 with tax. Do I get free shipping?

Orders with over $25 of merchandise qualify for free shipping, so if tax bumps it over $25, shipping costs will still be applied.

Q: Why is express/overnight shipping so expensive?

The shipping is calculated by the weight of the package and where it is being shipped. We do not charge extra shipping, so the cost you are seeing comes directly from the shipping company. Also, many overnight/express shipping has to get on an airplane to arrive in time, so this increases the cost a lot.

Q: Can you put a "rush" on my order?

If you need your items before the normal processing and shipping time, please call customer service at 1-800-559-4209 during regular business hours, Monday through Friday 9:00AM to 6:00PM ET. We will do everything we can to accommodate your request.

Q: Do you ship internationally?

Sunglass Warehouse is pleased to offer International Shipping! For full information on international orders, please click here.

Q: Do you ship to PO boxes or Military APO/FPO addresses?

Yes, we ship to both PO Boxes and Military APO/FPO addresses. Please allow additional time for orders shipped to these addresses. For full information on Military orders, please click here.

Q: What are your shipping rates and times?

Visit our shipping page for full information on shipping rates and times.

Q: How do I check the status of my order?

You will receive an email notification with a tracking number as soon as your order is shipped. You can track your package at www.usps.com.


Sunglasses


Q: Do all of your Sunglasses have UV400 Protection?

Yes, all of our sunglasses block harmful UVA & UVB rays. Our sunglasses have passed the FDA with impact resistance lenses, meet ANSI Z80.3 high UV protection standards, and have been proven and recommended in accordance with the latest guidelines. All of our sunglasses reduce infrared rays and filter color while maintaining high levels of visible contrast.

Q: I want to buy your sunglasses by the dozen. Is this possible?

Yes, this is possible. However, we are a retail store, which means our sunglasses are not priced by the dozen. We can offer bulk pricing on two or more dozen. The bulk pricing is as follows:

1-10 dozen: 15% off
11-20 dozen: 25% off
21 or more dozen: 40% off

Q: Do you have a printed catalog?

Unfortunately, we do not offer a printed catalog. You can view all of our products online.

Q: I noticed the pair I want is out of stock. How long will that take to get the style back in stock?

Styles that are out of stock and not discontinued normally take around two weeks to arrive at our warehouse. If the style is discontinued by the manufacturer, then it will not be available again.

Q: I wear prescription sunglasses. What do you have to offer me?

We offer a collection of bifocal reading sunglasses here. We are also pleased to offer our customers fit over sunglasses (found here) in a variety of colors. Simply wear these sunglasses over your necessary prescription glasses to provide instant protection from harmful UVA and UVB rays while you drive, work, or just play.

Q: Do you offer a warranty on your sunglasses?

We do not offer a warranty on our sunglasses; however, in the unlikely event that you are not satisfied with the product(s) you purchase from us, or if you receive a defective pair, you can return or exchange the item within 365 days of receipt (as long as the item does not show any signs of use) for a full refund minus any shipping charges that were incurred.

Q: What are the definitions of the lens colors?

Visit our lens tint guide for a full list of lens tints and colors we carry.

Q: May I use all of your sunglasses for driving purposes?

Some jurisdictions restrict driving and other activities while wearing certain glasses. You should comply with all applicable laws and regulations.

Q: Do the sunglasses come with a case?

No, our sunglasses do not come with a case, unless specifically stated in the description. However, we do sell cases separately (you can find them here). They're also listed under "Accessories" in the top hand navigation.

Q: Where can I see if the case I want will fit the sunglasses I want or have?

Unfortunately, this is not something we currently have available on our website, but if you are interested in a specific style of sunglasses and a case, you are welcome to contact customer service, and they can double-check the glasses with the case for you.

Q: Do you sell designer/name brand sunglasses?

We do not. Our sunglasses are all under $20, and they do not include logos of nor representation as designer brands.

Q: What is UV400, and how much protection does it provide? How much UVA/UVB protection do your sunglasses offer?

UV400 is the highest protection possible that you can get in your sunglasses. UV400 is 99-100% protection from harmful UVA and UVB rays. All of the sunglasses that we carry have UV400 protection.

Q: What are polarized sunglasses?

Polarized lenses help reduce glare on reflective surfaces, while increasing contrast and visibility in the great outdoors. For an explanation on how polarization works, click here.

Q: Do polarized lenses provide more protection?

No, polarization has nothing to do with the amount of sun protection provided.

Q: Can you put a logo on my sunglasses?

Because we are not the manufacturers of the sunglasses, we don't have a way to customize or personalize them.

Q: Do you carry any replacement parts or screws?

Because we are not the manufacturers of the sunglasses, we unfortunately do not have parts we can send you.

Q: Can I order reading sunglasses with a different power in each eye?

Because we are not the manufacturers of the sunglasses, we are unable to customize magnifications per eye. Each style comes with the same power in each eye.

Q: How do I know what size of sunglasses I should get?

All of the glasses we have on our website list the dimensions of the glasses. We recommend measuring a pair of glasses you already have from hinge to hinge to compare to the measurements on our website.

Q: Do all of your sunglasses have spring hinges/temples?

While many styles do have spring hinges, not all have this option. The description will almost always state that the style has spring hinges/temples if it applies.

Q: Do you have no-line bifocal sunglasses?

We don't carry no-line bifocal sunglasses. Unfortunately, we have been unable to find that style of bifocal sunglasses that we can offer in the current price range of our site.

Q: Do you have any transition lenses?

We do not carry any transition lenses. Unfortunately, we have been unable to find that style of lenses that we can offer in the current price range of our site.

Q: What are the lenses made of?

The lenses are made of polycarbonate, which keeps the sunglasses lightweight and keeps your eyes safe from shattering.

Q: Do you sell any products made in the USA?

We do not. Most of our products come from China.

Q: How do I find out the measurement of the width of the lens and bridge?

We do not list those dimensions on the site — we list the height of the lens, the width of the entire frame, from hinge to hinge, and the length of the arm piece, from the front of the frame straight back to where the arm ends. For a diagram of sunglass parts, click here.


General Information


Q: Does your company ever run contests or giveaways on products?

We do, though they are usually hosted on the blog. See our blog for more information.

Q: Are you open on the weekends?

We are not. Our hours are 9:00 AM-6:00 PM ET, Monday through Friday, with national holidays observed.

Q: May I have your supplier/wholesaler information?

We do not give out our supplier or wholesaler information.

Q: How do I contact SunglassWarehouse.com?

Please feel free to call us anytime. We would love to hear from you! Our toll free number is 1-800-559-4209. For further contact information, visit our help page.