Zenni Optical's Return Policy: How To Send Back Glasses for Refunds or Exchanges

An Overview of Zenni Optical's Return Policy

Zenni Optical is one of the most popular online retailers for buying affordable prescription eyeglasses, sunglasses, and accessories. With prices starting at just $6.95 for a complete pair of glasses, it's easy to see why Zenni has become a go-to for budget-conscious eyewear shoppers. However, with such low prices, some customers may be wondering about Zenni's return policy and whether or not they can get a refund if they are unsatisfied with their order.

In this comprehensive guide, we'll take a close look at Zenni Optical's return and exchange policies. We'll cover what items are eligible for returns, how to start the return process, any associated fees, how refunds are issued, and what to do if your order arrives damaged or incorrect. By understanding the ins and outs of Zenni's policies, you can shop their vast selection of low-cost frames with confidence.

Items Eligible for Return

Zenni Optical allows returns and exchanges on most prescription eyeglasses and sunglasses within 30 days of the order delivery date. You can request a return for reasons such as:

• The glasses are the wrong prescription strength
• The frames are damaged or defective
• You simply don't like the fit, style, or look of the eyeglasses
• The glasses were made incorrectly based on your prescription

In addition, Zenni will accept returns on most accessories such as eyeglass cases and lens cleaners if they are in new, unused condition. However, there are a few exceptions when it comes to return eligibility:

• Custom-made frames cannot be returned or exchanged.
• Prescription goggles and swimming goggles cannot be returned or exchanged.
• Opened contact lens packages cannot be returned or exchanged.
• Used contact lenses cannot be returned or exchanged.

So if you want the ability to get a refund, avoid the custom and prescription goggle options. But Zenni’s standard prescription glasses and sunglasses are eligible for return in most cases if you start the process within 30 days and comply with all the return policies.

How to Initiate a Return or Exchange

To start a return or exchange on Zenni Optical eyewear, you need to log into your account and submit a return request. You can log in on Zenni's website and go to your Order History. Find the relevant order and click “Return Item”. This will open a return request form where you can select the item(s) you want to return and specify the reason for the return.

Zenni also requires you to print out a Return Merchandise Authorization form to include with your return package. So after submitting your request, be sure to print out the RMA form that gets generated. Write the RMA number on the outside of the return package before shipping. Returns submitted without an RMA number may be rejected.

You must ship the return package back to Zenni’s returns center via a trackable shipping service like USPS Priority Mail or UPS. Return shipping costs are the responsibility of the customer in most cases. Make sure you keep the tracking number so you can monitor the shipment and confirm when Zenni receives it.

Zenni asks that all returns be shipped back within 10 days of submitting the request. Any returns received after 30 days from the original order delivery date may be rejected. The return must include all original packaging, tags, documentation, warranty cards, and accessories. Make sure used prescription eyeglasses are sanitized and washed thoroughly before shipping back.

Return Shipping Fees

For most standard prescription eyeglasses and sunglasses returns, Zenni customers are responsible for paying the shipping fees to send the item(s) back to Zenni’s returns center. Zenni recommends using trackable shipping services like USPS Priority Mail or UPS Ground to ensure the safe transit of your return and to have tracking visibility. Return shipping costs will vary based on the carrier used, speed of shipping, and your location.

However, if your return reason is that your order was inaccurately filled or damaged/defective upon arrival, you can request Zenni to cover the cost of return shipping. You may be asked to provide photos to validate damage or errors. If approved, Zenni will send you a return shipping label via email.

Zenni will not reimburse any rush shipping fees you paid for your original order, regardless of the return reason. Those expedited shipping costs are non-refundable.

So unless you received a blatantly wrong or broken order, the standard policy puts the return shipping burden back on the customer. But seeking a refund for an inaccurate or damaged order can get those fees covered by Zenni Optical.

Refunds on Paid Orders

Once Zenni Optical receives and processes your return, refunds will be issued to your original payment method within 2-3 business days. Zenni states that most returns are processed within 72 hours of the warehouse receiving your return package. Your bank or credit card provider may take 1-2 billing cycles to post the refund to your account balance, depending on their systems.

If your original order was paid by credit card, the refund will be credited back to that same credit card used for payment. For returns of orders paid with a Zenni gift card or promotional code, the refund will be applied to your Zenni account as store credit. For PayPal purchases, refunds go back to your associated PayPal wallet. Cash returns must be processed as a credit onto your Zenni customer account.

On eligible returns, Zenni will refund the total price paid for the product, excluding any shipping fees. Original shipping costs are non-refundable. If you received free shipping on your initial order, that bonus free shipping offer will be invalidated in the event of a return. Exchanged items are subject to new shipping charges at standard rates.

Refunds only apply to orders purchased directly from ZenniOptical.com. Zenni cannot process returns or refunds for orders placed through a third-party seller or reseller website.

Exchanging Items

In many cases, Zenni Optical will allow you to exchange your eyeglasses for a different model rather than just getting a refund. This is convenient if you received the wrong prescription strength or just dislike the fit and look of the frames. Exchanges allow you to try a different style with corrected vision parameters at no additional cost.

The exchange process follows the same steps as a regular return. You’ll submit a return request on the website, print an RMA form, and ship the original order back to Zenni. Once they receive and inspect your return, Zenni will credit the full paid amount towards your account balance. You can then use that account credit to order a free replacement pair of eyeglasses.

Exchanges must still be requested within 30 days of the original delivery date. And just like for returns, you’ll have to pay the shipping costs of sending the unwanted pair of glasses back. Returned prescription goggles, custom frames, or opened contacts still cannot be exchanged. But exchanges provide a free “do-over” on most other prescription eyewear purchases.

Wrong Prescriptions

Receiving eyeglasses with the wrong prescription lens is one of the most common reasons Zenni customers initiate returns. If you provide Zenni with an accurate prescription, but the manufactured lenses are incorrect, Zenni will remake your glasses free of charge. You’ll need to ship the incorrect pair back using an RMA return. Zenni will determine if the error was on their end or due to an inaccurate prescription.

If Zenni verifies that the prescription you uploaded was correct, they will credit your account and immediately begin production on new eyeglasses with the proper prescription. You’ll typically receive the remade pair within 7-10 business days. Shipping times can extend a few extra days for prescriptions requiring high-index, photochromic, or other specialty lenses.

However, if Zenni finds that the lenses were made correctly based on an inaccurate prescription provided by you, you’ll have to pay for both return shipping and the costs to remake the glasses with the right prescription. So double-check that your prescription is current and entered accurately before placing the order to avoid extra rework fees.

Damaged, Defective, or Incorrect Items

If your Zenni Optical order arrives cracked, scratched, broken, defective or otherwise damaged, you should absolutely pursue a return for a replacement pair. Zenni thoroughly inspects eyewear quality before shipping, but damage can occasionally occur during transit.

Make sure you take clear photos of any damage or defects for documentation. Carefully package up the broken glasses and submit a return request through your online account. Ask Zenni to cover return shipping costs and explain that damage was present upon delivery. They’ll review your claim once the eyewear is received at the warehouse.

If Zenni finds the damage or defect originated on their end, they will ship a free replacement pair and refund your original payment method once the broken glasses are returned. This policy also applies if you receive the completely wrong item, wrong prescription strength, wrong frame color or style, etc.

However, Zenni will not replace damaged orders if the issue clearly occurred on the customer’s end after delivery. For example, if the eyeglasses are damaged due to improper adjustments you made or your own mishandling of the product. The key is communicating the specifics of the damage and defect when first initiating the return so Zenni can determine if a free replacement pair is applicable.

Changing Your Prescription

It’s common for people’s vision prescriptions to change over time. If your prescription needs or eyewear corrections have changed since an order with Zenni, you unfortunately can’t get a free remake or exchange. Since the original glasses were made accurately based on your old prescription, you’ll have to place a new order and pay the full price again.

Zenni will allow you to return ill-fitting glasses that were accurately made to your old prescription. But you won’t be able to get an updated pair without submitting and paying for a new order. Don’t forget you can use the store credit from your return to help discount the cost of the new eyeglasses.

To avoid this situation, try to only order new eyewear right after getting your latest prescription from the optometrist. Or budget some extra to purchase a second pair once your new prescription gets finalized. Don’t stock up on multiples based on outdated refractive data.

Trying to Game the System

Given the low prices, some Zenni customers try to take advantage of the return policy by ordering multiples pairs, wearing or using them temporarily, then shipping them back. However, Zenni keeps track of order histories and looks for signs of abuse.

If you frequently order numerous pairs followed by many returns, your account will be flagged for policy violations. Zenni may reject returns or ban abusive accounts entirely. Don’t order extras just to “try on” or test different looks unless you plan to keep the pairs. Excessive exploitation of Zenni’s leniency can backfire.

Lost or Stolen Packages

If your Zenni Optical order gets lost in transit before arriving or is stolen after delivery, you’ll need to take specific steps to report the issue and seek a resolution.

For lost packages that never arrive, you should first directly contact the shipping carrier to start an investigation. Carriers like USPS, FedEx, and UPS all have systems to track and locate missing shipments. If they are unable to find the lost item after several days, you can then contact Zenni’s customer service with your claim information.

Zenni may ask for documentation like the carrier’s written loss report before issuing refunds or replacements. They can assist with insurance claims and lost package procedures, but you need to start the process with the shipping provider.

For packages confirmed as stolen after delivery, you’ll also need a police report to submit to Zenni. Theft claims require documenting that a crime occurred before Zenni will replace stolen orders at no charge. Additionally, Zenni may ban shipment to certain areas with rampant package theft problems.

The key is acting quickly when a no-show or stolen package occurs. Notify the carriers first so they can start tracking it down. Provide this documentation to Zenni so replacements and refunds can be issued promptly.

Bringing Returns to a Store

Currently, Zenni Optical does not have any brick-and-mortar retail stores or showrooms. The company operates as an online/mail-order business exclusively. So there is no physical store location where you can bring returns or exchanges.

All Zenni returns must be done by mail, shipped to their returns center address in California. Since you ordered online, the glasses must be sent back via courier as well. If convenient physical return locations open in the future, Zenni’s policies may be amended to support in-store returns.

Calling Customer Service About Returns

While Zenni prefers customers to submit returns through their online account portal, you can also contact their customer service department directly for assistance. If you have issues with your return request or need clarification on steps, call their toll-free support line at (800)211-2105.

Zenni’s US-based support team is available seven days a week for extended hours from 5:30am to 7pm Pacific Time. The knowledgeable reps can look up order details, explain current return policies, troubleshoot problems, and submit returns requests on your behalf over the phone if needed.

Before calling about a return, try to have your original order invoice number ready for reference. Be prepared to explain the reason for the return and your desired outcome, like a refund, exchange or replacement pair of eyeglasses. This information arms the support staff to quickly handle your return issue.

If language is a barrier, Zenni also provides customer service in Spanish at (800) 811-3951. Their goal is resolving return situations promptly so customers are satisfied ordering Zenni’s affordable prescription eyewear online.

The Bottom Line

Zenni Optical stands behind their products and makes returns reasonably easy with their generous 30-day allowance. Most standard prescription eyeglasses can be returned or exchanged if you're unhappy with them for any reason. Just make sure to request the return within the 30-day window and follow proper procedures.

As an online eyewear seller, Zenni does require customers to cover return shipping costs in most cases. And specialty lenses or custom frames are final sale items with no returns allowed. So order conservatively when selecting premium add-ons. But overall, Zenni's return policy is quite fair compared to other budget online glasses retailers.

Knowing Zenni’s rules for returns gives you confidence when buying their incredibly inexpensive prescription eyewear online. Just keep your order paperwork and receipts handy. Document any damage promptly. And ship items back in their original packaging within 10 days to avoid return rejections.

Following Zenni's return guidelines ensures you'll have a hassle-free experience even if your glasses need to be sent back. You can take advantage of Zenni's unbeatable prices without worrying about being stuck if something goes wrong.

Disclaimer: This article is for informational purposes only and does not constitute medical advice. Always consult with a healthcare professional before starting any new treatment regimen.