Below are lists of our office policies that will better prepare you for your visit to our office.
Returns, fees and orders are all addressed.
EYEGLASS AND CONTACTS LENS RETURN POLICY
Eyeglass lenses are custom made devices and are NOT refundable, but we will be happy to correct any problems you may experience. We offer a one time courtesy restyle as long as the frame being exchanged is in perfect original condition and brought back within 30 days of your original pick-up date. Some insurance policies do not allow frame restyles and it is up to the patient to understand their policy details. Refunds are not customarily given on frame exchanges of lesser value. See the section below on Doctor’s prescription changes for more information. Contact lens returns have different policies based on the type of lens you wear and condition of the packaging. When in doubt, do not write “left” or “right” on your contact lens boxes. Instead, use a sticker or other removable identifier for lenses.
EYEGLASS PRESCRIPTION CHANGES
For prescriptions written by other doctors: Eyeglass lenses will be remade one time at no charge if the prescribing doctor provides a new prescription in writing within 60 days of dispensing. Rx changes after one free remake or after 60 days will be charged the usual lens price.
For prescriptions by doctors at 730 North Optometry: An office visit to recheck the prescription will be provided and new lenses will be made at no charge within 60 days of dispensing. Recheck visits after 60 days will be charged a $45 refraction fee.
If a 730 North Optometry prescription is filled elsewhere, we will provide a prescription recheck visit within 60 days. If a change in prescription is needed, we will not be responsible for any charges incurred at another store. Most reputable optical dispensaries allow doctor Rx changes at no charge, but this is up to the patient to inquire about such policies in advance of purchase.
Progressive lens non-adapt policy: Progressive addition lenses (also called invisible or no-line bifocal) have a slight optical distortion in the outer portions of the lens, which can make some objects appear bowed or curved, or can cause a feeling of motion when the head is turned. The reading zone of progressive lenses is wide enough for most purposes, but it may appear narrower than other bifocal styles. While most people are not bothered by these characteristics, some will find it unacceptable even after the one to two week adaptation period. If you cannot adapt to the progressive addition lenses, we will make new lenses in any other design that you wish, within 60 days of dispensing, at no charge. Because the original lenses are a custom prescription item, there are no refunds of the difference in cost if the remade pair is of lesser value.
Frame warranties: Most of our vendors offer a 1 year limited frame warranty.
Lens warranties: Lenses made with Crizal or Shamir anti-reflective coatings have a 2 year, 2 time replacement warranty. This does not include loss or negligence. Mirror coatings are not covered by warranty.
Frame only returns: Non-rx sunglasses or frames purchased without prescription may be returned for a full refund within 30 days of purchase. After 30 days, store credit will be issued in lieu of a full refund.
CONTACT LENS RETURNS
Prepackaged, soft contact lenses, may only be returned for store credit if the original packaging is intact, unopened, and unmarked. Soft contact lenses must be returned at least one year before the expiration date on the box. If you are unsatisfied with your open boxes, please reach out to the contact lens manufacturer. Many companies have their own patient satisfaction policies and prefer to deal directly with the patient. You may also contact our office for help at 847.362.9900.
RGP contact lenses may be returned or refit within 90 days of purchase. Our main RGP lens supplier offers 2 warranty types:
- Guaranteed Fit Warranty: Lenses may be refit, returned, or canceled up to 2x within 90 days.
- No risk Warranty: Lenses may be refit, returned, or canceled an unlimited amount of times in 90 days.
POLICY FOR MAKING NEW LENSES FOR A PATIENT’S OWN FRAME
It may be necessary to send your frame to the lab to create new lenses for that frame depending on lens design/frame details.
We cannot be responsible for breakage when we reuse a patient’s frame to manufacture and insert new lenses.
We will use the utmost care if we accept a patient’s frame, but in a small percentage of cases the frame parts or material will be worn or brittle to the point that it will not support a new lens.
Older frames are usually discontinued by the manufacturer and replacement parts are generally not available. Putting new lenses into an old frame may create a pair of glasses that cannot be repaired later.
If a patient’s frame breaks during our handling, the purchase of a new frame is at the patient’s expense. We may have to discard the first pair of lenses made for the original frame, but no additional charge will be assessed for lenses.
SPECIAL FRAME ORDERS
Defined as frames that are ordered in for a patient who wishes to review and try on a frame style, color, or size that is not presently in the store.
One frame may be special ordered, once per calendar year, at no charge. Any additional frame options will require a non-refundable deposit of $25 for each additional frame. This deposit covers shipping and restocking fees. Special frame orders could take up to 1 month. If a frame becomes unavailable for order or has a backorder date extending 30 days, the order can be canceled and fully refunded. Deposits will be credited to an eyeglass order that is placed at the time of review, but cannot be used towards future purchases.
REFUNDS ON SERVICES RENDERED
Professional fees, such as payments for exam fees or contact lens fitting fees, represent payments for services that were rendered (even if not successful) and are not refundable.
APPOINTMENT CANCELLATION AND NO SHOW POLICY
If an appointment is canceled without proper notice (24 hours) or you do not show up for your appointment on more than one occasion, you may be charged a $35.00 fee. We cannot offer weekend and evening appointments (after 5PM) to patients with 3 or more no-shows or late cancelations.
ABOUT INSURANCE COVERAGE
There are two types of health insurance that will help pay for your eye care services and optical products. Vision plans only cover routine vision wellness exams, along with eyeglasses and contact lenses. Vision plans do not cover medical eye care (the diagnosis, management or treatment of eye health problems). Medical insurance must be used for medical eye care. If you have both types of insurance plans, it may be necessary for us to bill some services to one plan and some services to the other. We will follow a procedure called coordination of benefits to do this properly and to minimize your out-of-pocket expense. If some fees are not paid by your insurance, we will bill you for them, such as deductibles, co-pays or non-covered services, as allowed by the insurance contract. You may have both types and 730 North Optometry accepts most insurance plans in both categories:
1) Vision plans such as VSP, Eyemed, Superior, Davis, and more.
2) Medical insurance, such as Blue Cross/Blue Shield, Aetna, Cigna, and more. (Sorry, we do not work with HMO policies.)
Please call us if your policy is not listed above.