These policies explain how Refocus reviews, processes, ships, and supports prescription lens replacement and mobile optical service.
Last updated September 7, 2026
1. Service eligibility and approval
Refocus Service Lab provides prescription lens replacement in customer-supplied frames, along with appointment-only mobile optical services. Refocus does not provide eye examinations, diagnose eye conditions, or write or change prescriptions.
Every mail-in order must be reviewed and approved before glasses are mailed. Refocus may decline a frame, prescription, lens combination, or service request that cannot be completed safely or accurately.
A current, legally valid eyeglass prescription is required.
Progressive and complex prescriptions may require additional measurements.
High prescriptions, oversized frames, specialty materials, and nonstandard requests may require a separate quote.
2. Pricing and payment
Published package prices include the $25 professional cut-and-edge service fee. Square adds $9.95 for standard return shipping from Refocus to the customer. The customer is responsible for the cost of shipping the glasses to Refocus.
Listed packages may be purchased through Square before review. If Refocus determines that an order requires a different lens, additional measurements, or a custom quote, the customer will be contacted before work begins. Payment must be completed before lenses are ordered or processed.
FSA and HSA cards are accepted for eligible purchases.
Refocus does not bill vision insurance.
Upgrades or changes requested after checkout may require an additional payment.
3. Mail-in shipping
Do not mail glasses until Refocus approves the order and provides the correct mailing and packing instructions. Customers should use a sturdy box and a trackable shipping method; insurance is recommended for valuable or difficult-to-replace frames.
Refocus is not responsible for packages that have not been delivered to and received by Refocus. Carrier delays, loss, or damage are handled under the carrier's rules, but Refocus will provide available shipment information and reasonable assistance with a claim.
The $9.95 checkout charge covers standard return shipping only.
Return tracking is provided when the completed glasses ship.
Additional charges may apply for expedited, insured, or special-handling shipping.
4. Customer-supplied frame condition
Replacing lenses requires removing the existing lenses and installing new ones. Older, brittle, heavily worn, heat-damaged, previously repaired, rimless, semi-rimless, or specialty frames may have a greater risk of cracking, deformation, or component failure even when reasonable care is used.
Refocus inspects the frame and will contact the customer when a concern is visible. Hidden weakness cannot always be detected. Damage caused by pre-existing wear, deterioration, prior repair, or an inherent frame defect is not covered by the workmanship warranty.
Refocus may decline a frame that is unsafe or unsuitable for new lenses.
The customer may be asked to approve an identified risk before work continues.
A replacement frame is not automatically provided when failure results from an existing condition.
5. Prescriptions and measurements
The customer is responsible for providing an accurate, current prescription and requested measurements. Refocus verifies that the submitted information is complete and appropriate for the selected lens, but it cannot independently confirm the medical accuracy of a prescription written by another provider.
If necessary measurements cannot be verified remotely, Refocus may require an in-person measurement, information from the prescribing office, or a different service arrangement before accepting the order.
Do not send payment-card information by text or email.
Prescription documents should include the customer's name and prescribing provider information.
Production does not begin until required prescription and measurement information is received.
6. Turnaround time
Most orders are estimated at 3–10 business days after Refocus receives the glasses, valid prescription, complete measurements, and any required approval. This is an estimate rather than a guaranteed completion date.
Specialty lenses, prescription verification, product availability, shipping delays, frame concerns, holidays, and approved remakes can extend the timeline. Refocus will communicate material delays when known.
7. Changes, cancellations, and refunds
Prescription lenses are custom-made for one customer and frame. Contact Refocus immediately if an order needs to be changed or canceled. A cancellation or change can be approved only if the production stage still allows it.
After lenses have been ordered, surfaced, coated, cut, or otherwise processed, all or part of the order may be nonrefundable. If Refocus cannot accept or complete an unprocessed order, the applicable payment will be returned through the original payment method.
A preference change is not the same as a verified workmanship issue.
Approved refunds are returned through Square to the original payment method.
Shipping charges already used or incurred are generally not refundable.
8. Warranty and prescription-change support
Refocus provides a 90-day workmanship warranty beginning on the delivery date. It covers verified fabrication or assembly issues attributable to Refocus. Contact Refocus before returning anything so the concern can be reviewed and return instructions can be provided.
One-time prescription-change support is available within the same 90-day period when the prescribing provider supplies an updated written prescription. The replacement must remain within the originally purchased lens type, material, design, and coating; price differences for upgrades, a different frame, or special handling may apply.
The warranty does not cover normal wear, scratches, accidents, loss, misuse, improper cleaning, heat damage, unauthorized repair, or pre-existing frame weakness.
A change in style, tint preference, lens option, or frame is not a workmanship claim.
The original glasses and lenses may be required for evaluation before a remake is approved.
9. Customer information and communication
Contact, order, prescription, and measurement information is used to review and fulfill the requested service and to communicate about the order. Refocus does not sell customer information. Information may be shared with the optical laboratory, shipping carrier, payment processor, or prescribing office only as needed to complete the service or as required by law.
Payments are processed by Square under Square's own terms and privacy practices. Customers should never send full card numbers or payment credentials to Refocus by text, email, or the mail-in form.
