Frequently Asked Questions
Got a question? We're happy to help you find an answer. Browse our list of frequently asked questions below — we've got 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?
You can return your item(s) for up to 365 days from the original purchase date. All returns must be in their original condition and cannot show any signs of use. Please include your original invoice with your return item(s). For more on our return policy, click here.
Q: I'd like to exchange my sunglasses for a different pair. What is your exchange policy?
You can exchange your item(s) for up to 365 days from the original purchase date. All exchanges must be in their original condition for credit to be issued. Please send all exchanges and your original invoice to 1300 Windhorst Way, Ste A, Greenwood, IN 46143.
If you don't have a Sunglass Warehouse account, please call us at 1-800-559-4209 right away to specify the new product(s) you'd like. This way we can place the new item(s) on hold for you until we receive your original order in our warehouse.
For more on our exchange policy, such as exclusions and information on BOGO offers, click here.
Q: How long does it take to process a return/exchange?
Once we have received your package in our warehouse, returns and exchanges are processed within 2 business days. We will send you an email to confirm your return/exchange.
Q: I returned a pair of sunglasses. When can I expect to see a refund on my credit card statement?
Once we receive your return, we will refund your credit card and send you an email stating that your return is complete. Credits normally take 3-5 business days to appear on your credit card statement.
Q: Does my refund go back to my credit card or is it store credit?
Refunds are credited back to your original form of payment. Your refund email will state that a credit was issued to your account. "Account" refers to your bank account, PayPal account, Google checkout account, or any other form of payment used.
Q: What happens if my item arrives broken or defective?
If you received a broken or defective item, please give us a call at 1-800-559-4209 or email us at firstname.lastname@example.org right away so we can work to send you a replacement free of charge.
Q: Can I return a pair of broken sunglasses?
We are not responsible for wear and tear. We are unable to accept worn or used merchandise for return or exchange. If your item arrived broken or defective, we would be happy to issue you a replacement if you contact us within 30 days of your purchase.
Q: Are there any restocking fees for returns or handling fees for exchanges?
No, we do not charge restocking fees for returns. For exchanges, we will pay for the shipping on your new item(s), provided that it is shipping within the U.S.
Q: Why did I not receive a refund for the original shipping charges?
We do not offer refunds for return shipping costs. Please see our return policy for more information.
Q: Do I get free return shipping?
Unfortunately, we do not offer free return shipping. Any costs incurred when sending your item(s) back to us are the responsibility of the customer. If you have a Sunglass Warehouse account, we will make a return shipping label available to you for convenience. However, the return shipping cost will then be deducted from your refund.
We are unable to offer free return shipping on international orders. Any costs incurred when sending your item(s) back to us are the responsibility of the customer.Q: Do I need to contact you for a Return Confirmation Number?
Nope! Simply fill out a return form (found here) and mail it back to us with your return(s). We'll take care of the rest.
Security & Privacy
Q: Is it safe to use my credit or debit card on your site?
Yes! We do everything we can to ensure your Sunglass Warehouse transactions are safe. Our site is protected by SSL (Secure Socket Layer) encryption technology, and we are proud to be verified by Trust Guard, a third party that verifies your security on our site. Please click the seal to the right for more information.
For more information on safety and security at Sunglass Warehouse, click here.
Q: Do you share my information (including my email address) with anyone else or sell my information to third parties?
No, we do not share or sell customer information, including email addresses and phone numbers.
Q: Can I place my order over the phone?
Yes! Our Customer Happiness team is more than happy to help you place an order over the phone. Give us a call at 1-800-559-4209. Our business hours are Monday-Friday 9:00-6:00 PM 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. We do not accept checks at this time.
Q: Do you charge sales tax?
Sales tax is charged on applicable orders and is based on your local and state tax rates.
Q: Do you have a store that I can walk in and purchase sunglasses?
We are strictly Internet store. If you'd like to place an order over the phone, give us a call at 1-800-559-4209. However, if you'd like to pick-up your order from our warehouse location in Greenwood, IN, you're welcome to. Simply select "Pick-Up" at checkout and stop by at 1300 Windhorst Way, Ste A, Greenwood, IN 46143. Click here for more information on order pick-up.
Q: How do I make changes to my order?
As long as your package has not been shipped from our warehouse, you can make changes or cancel your order. To request a change or cancellation, please call our Customer Happiness team at 1-800-559-4209 so we can try to accommodate your request.
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 Sunglass Warehouse, 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?
Q: Do you have any discounts for first-time buyers, repeat customers, senior citizens, military personnel or veterans?
We do not have discounts specifically for first-time buyers, repeat customers, or senior citizens. All customers receive the same low prices and free shipping offer presented at time of purchase. For email-only exclusive savings and special deals, sign up for our email list.
We do offer a discount for our customers who are currently serving or have served in any branch of the United States Armed Forces. Please contact our Customer Happiness team at 1-800-559-4209 or email them at email@example.com for more information on how to receive your discount. Please note, Sunglass Warehouse reserves the right to verify the customer's military or veteran status prior to issuing the discount.
Q: Why can't I use a prepaid Visa/debit card?
For security purposes, our system must check the billing address for a match to the card used for the purchase. Prepaid Visa/debit cards do not have an address that is "attached" to the account, and thus, our system cannot verify an address.
Q: Why won't my order go through?
Sometimes our system tells us exactly why an order doesn't go through, and sometimes it just tells us that the card was declined. There are a few different reasons why a credit card may be declined, including insufficient funds, incorrect expiration date, incorrect security code, and incorrect billing address.
Q: The style I want is out of stock. When will it be restocked?
We try to restock inventory as often as possible. Sometimes products are discontinued by manufacturers, and unfortunately, we cannot restock them on our site. If you have a specific question, please call our Customer Happiness team at 1-800-559-4209.
Q: I need a different size of a particular style. Can you customize it for me?
We are not the manufacturers of the sunglasses, and unfortunately we are unable to customize the frames in any way.
Q: How do I know what power/strength/magnification I need for reading sunglasses?
The best way to determine your reading glasses strength is to consult your eye doctor.
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?
All available colors are listed in the dropdown menu. If a certain color does not appear in the dropdown 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 entered to the cart.
The system will only allow the amount we have in stock to be added to the cart. This way, you will not pay for items we are unable to ship to you.
Q: Do you allow CODs (Collect on Delivery)?
We do not accept COD as a form of payment. We require payment before your order is shipped.
Q: Where do I enter a gift certificate code?
You can enter your 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. Gift certificate codes will not work in promotional code boxes.
Q: Where do I enter a promotional code?
You can 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: The promotional code did not apply to my order. Can you apply it?
Yes, we can. Simply call us at 1-800-559-4209 to provide us with your order number.
Shipping & Delivery
Q: How much does shipping cost?
Standard USPS First Class Mail is $3.95 for orders shipping within the United States. USPS Priority Mail is $7.95, and UPS and expedited methods vary on your location and size of order. You can calculate your shipping costs by adding your items to your cart, proceeding to the checkout page, and entering in the shipping address. For complete shipping information, please click here.
Q: How long does it take for my order to ship?
All orders placed Monday-Friday will be shipped on the next business day. If you place an order on a weekend or on a holiday, your order will ship the following business day.
Q: My confirmation number says the package was delivered, but I don't have it. Now what?
Please check with anyone in your house/apartment that may have received the package. If your order was shipped to an apartment complex, check with the front desk. 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 received my shipping confirmation email, but the tracking number does not work. Did my order ship?
Tracking information is not available right away. It often takes at least one business day for USPS to update tracking. If you try the tracking number too soon, you may find that there is no record of your package yet. Please check the tracking number again tomorrow.
Q: The shipping confirmation email does not have the second line of my address and that's necessary for delivery. The second line was confirmed in my initial confirmation email, so I know I entered it. What does this mean?
Sometimes our system does not include the second line in the shipping confirmation email. If the second line of your address was included in your original order confirmation email, you can rest assured that it was also included on your package. If you are still concerned, please give us a call at 1-800-559-4209.
Q: Does the free shipping apply to international orders?
All orders over $45 going to Canada and Australia receive free First-Class Mail International shipping. For full information, click here.
Q: Can I have the order sent somewhere other than my billing address?
Yes! During checkout, you'll enter your billing address first at the top of the page. Then, select to ship to a different address. You'll enter the full shipping address second. If you choose to create an account, 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?
Unfortunately, we are unable to ship one order to multiple locations. If different destinations are required, please separate your purchases. Shipping must be paid for each, unless the orders meet the shipping threshold on their own.
Q: USPS said my order would be here yesterday, but it did not arrive. Will you refund my shipping?
USPS offers an expected delivery date on their tracking information. This is not a guaranteed delivery date, so the package is still on its way to you.
Q: Which countries do you ship to?
To see the countries to which we ship, please proceed to the checkout page, and click on the "Country" dropdown menu. For full information on international orders, click here.
Q: My order is over $25 with tax and is shipping to the U.S. OR is over $45 and is shipping to Canada or Australia. Do I get free shipping?
U.S. orders with over $25 of merchandise and orders going to Canada and Australia with over $45 of merchandise qualify for free standard shipping. If tax bumps your U.S. order total over $25 shipping costs will still be applied. Click here for more information.
In order to qualify for free shipping, your order total must be over the $25 and $45 threshold, respectively, after discounts and coupon codes are applied.
Q: Can you put a "rush" on my order?
If you need your items before the normal processing and shipping time, please call Customer Happiness team at 1-800-559-4209 during regular business hours (Monday-Friday 9:00AM to 6:00PM ET). We will try our best to accommodate your request.
Q: Do you ship internationally?
Yes! 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?
You'll find full information on our shipping rates and time estimates here.
Q: How do I check the status of my order?
You will receive an email notification with your tracking number as soon as your order is shipped from our warehouse. You can track your package at www.usps.com.
Q: Do all of your sunglasses have UV400 Protection?
Yes! UV400 is the highest protection you can get in sunglasses. UV400 provides 99-100% protection from UVA and UVB rays.
Q: I'd like to buy your sunglasses by the dozen. Is this possible?
Yes, we offer wholesale and bulk sunglasses that you can order by the dozen or by individual unit. Please see our wholesale program for additional information and to access wholesale pricing here.
Q: I wear prescription sunglasses. Do you have anything to offer me?
Q: Do you offer a warranty on your sunglasses?
We do not offer a warranty on our sunglasses. However, if you are not satisfied with the item(s) you purchased from us, or if you received a defective pair, you can make a return or exchange up to 365 days of your original receipt (as long as the item(s) do not show any signs of use) for a full refund.
Q: What are the definitions of the lens tints you offer?
Our lens tint guide explains the lens tints we carry.
Q: Do the sunglasses come with cases?
No, our sunglasses do not come with cases, unless specifically stated in the description. However, we do sell cases separately (you can find them here).
Q: Where can I see if the case I want will fit my sunglasses?
Unfortunately, we do not currently have this information available on our website. If you are interested in a specific sunglass case, please call our Customer Happiness team at 1-800-559-4209. We would be happy to double check the sunglasses with the case for you.
Q: What are polarized sunglasses?
Polarized lenses help reduce glare on reflective surfaces, while increasing contrast and visibility. For an explanation on how polarization works, click here.
Q: Can you put a logo on my sunglasses?
Since we do not manufacture our sunglasses, we are not able to customize them in any way.
Q: Do you carry any replacement parts or screws?
Since we do not manufacture our sunglasses, we do not have any parts we can send you.
Q: Can I order reading sunglasses with a different power in each eye?
We are unable to customize magnifications per eye in our reading sunglasses. 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 sunglasses we have on our website are listed with dimensions. We recommend measuring a pair of glasses you already have from hinge to hinge to compare to the measurements on our website.
Q: Do you have any products with transition lenses?
No, we do not carry any transition lenses.
Q: What are your sunglass lenses made of?
Our sunglass lenses are made of polycarbonate, which is a lightweight material.
Q: How do I find out the measurement of the width of the lens and bridge?
We do not list lens or bridge width on our site. We do list these measurements for every product: width of the entire frame (from hinge to hinge), lens height, and temple length (from the front of the frame to the end of the arm). For a diagram of sunglass parts, click here. If you have any questions about sizing, please call us at 1-800-559-4209. We'd be happy to measure any pair of sunglasses for you if you need additional measurements.
Q: Do your products meet Prop 65 requirements?
WARNING! Our products may contain a chemical known to the State of California to cause cancer, or birth defects or other reproductive harm.