Our risk-free warranty includes unlimited exchanges along with a 100% cancellation policy within 90 days. Our goal is to provide you with a successful fit every time. If this is not possible, a full refund is provided.
If only a parameter adjustment is needed, the original lens does not need to be physically returned. Parameter adjustments required to improve fit, usually made in conjunction with Consultation, are acceptable exchanges / remakes. Additional charges (if applicable) and shipping still apply to warranty lenses. Visionary Optics reserves the right to deny credit for unnecessary parameter adjustments.
Lens orders that result in patient cancellations will continue to require all lenses ordered within the 90-day warranty period to be returned in order to receive full credit. A Cancellation Form must be submitted with the cancellation reason or no credit will be issued.
Follow these simple steps to cancel your order & receive full credit:
- Submit the Cancellation Form
- Package all lenses for your patient and return with the completed Cancellation Form.
- Send this package to the below address:
ATTN: Returns Dept.
1325 Progress Drive
Front Royal, VA 22630
Any cancellations that are received after the 90-day warranty has ended will not receive credit.
Accidental Mishandling (Lens Breakage)
Life happens. We get it! If you receive your patient’s scleral lens order and an accident occurs after receiving the lens/patient dispense (whether in clinic or in the patient’s possession), please follow the below steps to ensure we are able to process your request. Some common mishaps we see are a patient being ‘too rough’ with their new lens during cleaning and it cracks, the contact lens case ‘eats’ it, and the all-star repeat offender, the spouse steps on it while trying to help the patient look for it.
Accidental mishandling (lens breakage) claims should be submitted & a photo of the broken lens with the unique lens ID visible should be submitted at the time of claim or sent to our Returns department email (firstname.lastname@example.org) within the 90-day warranty period for 100% credit if reordered with no parameter adjustments. An additional 30-day accidental mishandling (lens breakage) lens claim warranty will apply to the last order within the original 90-day warranty. An Accidental Mishandling Return Form must be completed with an explanation of the breakage or no credit will be issued.
The following should be submitted to receive a credit:
- The Accidental Mishandling Form
- A photo of the broken lens with the unique lens ID visible.*
- This photo can be uploaded into the Accidental Mishandling Return Form or emailed to our Returns Department at email@example.com.
*If the lens does not have a lens ID, we kindly request that you return the product that was damaged.
Customer is responsible for shipping costs for all returned products. Proof of delivery is also the customer’s responsibility.
If applicable, please ship any accidental mishandling claims to the following address:
1325 Progress Drive
Front Royal, VA 22630
Defective Lens Claims
What qualifies as a defective lens? A few examples could be that the lens arrived at your practice with an edge chip, surface defects, or damaged product packaging. Mistakes do happen (although we try our absolute best to minimize them as much as possible) and we will ensure they are corrected. We sincerely apologize in advance for any inconvenience. Follow the below steps to ensure you receive credit for this error.
Defective lens claims should be returned with a completed Defective Lens Form within the 90-day warranty period for 100% credit if reordered with no parameter adjustments. An additional 30-day defective lens claim warranty will apply to the last order within the original 90-day warranty. A Defective Return Form must be completed with an explanation of defect or no credit will be issued.
The following must be included in the Defective Claim Return to receive a credit:
- A printed copy of the Defective Return Form
- The defective product
- A copy of the Invoice (please reach out to our Customer Service Team if you need a copy!)
For all Defective Claim correspondence, please contact Rosemary Hayes, Quality Assurance at firstname.lastname@example.org or 877.533.1509 x204
Please ship any defective claims to the following address:
1325 Progress Drive
Front Royal, VA 22630
If you have a Fitting Set Claim, please use this form: Defective Fitting Set Return Form
VibrantVue® Warranty & Return Policy
Returns can be made within 15 days of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Your credit will be processed once your return is received, inspected and approved. Shipping costs are non-refundable.
Damaged order notifications should be submitted to Visionary Optics as soon as possible. Documentation requirements are dependent on circumstances. We will either replace or credit your Account, as requested, for any damaged product.
Visionary Optics Shipping Policy
Visionary Optics’ primary shipping carrier is UPS.
We offer the following methods: Next Day Air, 2nd Day Air, 3rd Day Select & Ground*.
The rate charged for shipping your order is based on:
- Destination address
- Requested shipping method and
- Dimensions/weight of shipment.
For estimated shipping costs based on your location, please contact our Customer Service Department. UPS shipments are delivered Monday to Friday only. Saturday deliveries are available by request (fees apply); only available on Next Day Air and 2nd Day Air shipping methods. Customer is responsible for shipping costs for all returned products (Cancellations or Defective Claims). Proof of delivery is also the Customer’s responsibility.
* UPS Ground Delivery Timeframes can be found here.
Direct Ship-to-Patient Option
Visionary Optics does offer direct ship-to-patient service for your (& your patient’s) convenience. Residential delivery surcharges apply. We do not require a signature as standard procedure; however, a ‘Signature Required’ option is available (fees apply) at your request. Please ensure this request is communicated to Customer Service at the time of order placement. If signature is required and the package is returned to us because the patient was not available to accept delivery or did not pick it up from an UPS Access Point (if applicable), a reshipping fee will apply. Please note that Visionary Optics will not be held responsible for lost or stolen lenses. If there is any concern, we recommend requiring a signature for delivery.
Once a direct ship-to-patient order has been shipped, Visionary Optics will send (via email) a copy of the Invoice and the tracking number to the Customer (Practitioner’s office). This information will not be sent to the patient.
Consolidation & Packaging
Visionary Optics makes every attempt to minimize shipping costs by consolidating orders. However, in very rare instances, multiple packages might be required (depending on shipment size) due to the dimensional weight of a single, larger shipping package costing more than multiple, smaller shipping packages. If a non-standard shipping package is required, the Customer will be responsible for exact shipping cost.
Visionary Optics works very hard to ensure our turnaround time is the best in the industry but if you need your order even faster, we do offer a rush option at the time of order placement. Please review our Ordering Catalog or contact us directly for more details.
Customer Default Shipping Address
Please note that Visionary Optics will not be held responsible for incorrect shipping locations. Although our order entry system can store alternate shipping addresses for you, your account is set up to a ‘default shipping address’ that you requested for your account. Please always ensure that you communicate to Customer Service at the time of order placement the correct shipping location.
Additional UPS Resources
Coronavirus Pandemic Resource Page
Suspension of Service Guarantee