Prescription Warranty & Return PolicyUpdated a month ago
Prescription Warranty & Return Policy
Prescription glasses are made just for you, so all Rx orders are final sale and can't be returned or exchanged. If something is wrong with your glasses, though, we'll make it right.
How to start a claim
Rx claims aren't handled in our returns portal. Please contact us here and include:
- Your order number
- Photos of the issue (the front of the frame, plus a close-up of the crack or defect)
- A short description of what happened
We'll review it and get back to you with next steps.
What's covered and for how long
- Frames: 2 years from delivery. Manufacturing defects such as cracks, breaks, or hinge failure under normal use.
- Lens coating: 1 year from delivery. Mirror or color coating that's peeling, flaking, or bubbling, or lens delamination (the lens layers separating or a hazy film forming between them).
- Lab errors: report within 30 days of delivery. Lenses that don't match the prescription you submitted, or glasses that arrived damaged.
What's not covered
- Scratches or scuffs from everyday use
- Accidental damage or misuse (dropped, sat on, stepped on, heat, etc.)
- Lost or stolen glasses
- A new or updated prescription
- Incorrect prescription or PD details entered at checkout (please double-check before ordering)
- Lenses moved into a different frame by you or a third party
How we make it right
If your claim is approved, we'll send you a Knockaround gift card for the full original price of your Rx order, frame and lenses included. Use it to place a new prescription order on our site. Your new lenses will be made to fit your new frame.
For lab errors reported within 30 days, we may place a replacement order for you instead, whichever gets you back in your glasses fastest.
Before you reorder:
- Your prescription must be current. If it has expired, you'll need an updated one from your eye doctor.
- If your frame style or color is no longer available, choose any current Rx style. If it costs more, you'll pay the difference.
- Timing: new Rx orders take 3–4 business days to process and 3–5 business days to ship.
- One warranty claim per Rx order.
My frame broke. Can I move my lenses into a new frame?
Please don't. Prescription lenses are cut to fit one specific frame and can crack if forced into another, even one that looks identical. A new Rx order is the safest way to get a frame and lenses that fit together.
My new prescription feels off. Is something wrong?
Not necessarily. New lenses, especially with a big prescription change, can take a few days to a week or two to adjust to. Wear them regularly during that time. If things still feel off, contact us within 30 days of delivery and we'll check your order against your prescription.
I don't love how the lenses look.
Lens colors, tints, and mirror coatings can look different in person than on screen. Because Rx lenses are custom-made, we can't refund or remake them for color or style preference. If you're unsure, contact us before you order and we're happy to help you choose.
Can I put new prescription lenses in my current Knockaround frames?
Not right now. We don't sell Rx lenses separately or update the prescription in existing frames. If your prescription changes, you'll need a new Rx order with a current frame style.