Marvel Optics - Return Policy
Effective June 2024, a 3.5% credit card processing fee is included in the total price of your purchase and is non-refundable. This fee is charged by your bank and our credit card processor. Even if we issue a full refund, the processing fee is not refunded by either the bank or the credit card processor, and therefore cannot be refunded to you. This policy applies to all transactions, including refunds and returns. – Please note of this policy before purchasing from MarvelOptics.com.
At Marvel Optics we do our absolute best to ensure that your frames and lenses are exactly how you want them! To ensure safe shipping, we ship finished eyeglasses securely in a hard covered case surrounded by shock-absorbent padding. If you are not satisfied with your order, please contact us via our Return Center.
** Important Note** – We do not accept returns outside of our Return Center. So Please submit all your return request or communication through the Returns Center only.
With this easy to use Return Center, we make returning your glasses hassle-free with everything in one place. You will be able to communicate with your Return team via email and see what is happening with your return.
If your prescription is not made as ordered, or if there is a manufacturing defect in your lenses or frames, we will remake your glasses at no additional cost. All returns are sent to our lab, where they are thoroughly examined using state-of-the-art lens meter technology to verify the accuracy of your prescription. If the prescription is accurate, we will provide you with a lens meter reading receipt for confirmation. If there is a discrepancy, we will remake your glasses for free. If no issues are found, we will either return your glasses to you (additional shipping charges may apply) or offer a 50% refund, excluding shipping costs, which are non-refundable.
If you choose to return your glasses for any other reason we will provide a 75% store coupon to apply to the new frame or a 50% refund not including the shipping cost.
Please allow 7-14 business days to process your return. We understand that this may feel like a long time, and we are committed to resolving your issue as quickly as possible. However, please keep in mind that this is not an off-the-shelf product—these are custom prescription lenses tailored specifically to your needs. The process of ensuring the accuracy and quality of your lenses takes time. While we strive to provide excellent service, we are not robots and can not work in a blink of an eye, and thus requires a specialized approach. We appreciate your patience and will do our best to support you and process your return as swiftly as we can.
All Return decisions are final.
Please login to Return Center here: RETURN CENTER
Returns are handled through the Return Center only. Items wont be accepted if they are not submitted through the Return Center. Below are the guidelines for returning your item:
- Your order is eligible for returns within 30 days of the shipping date.
- Once your return is approved, you must send the items to our returns center.
- We recommend using UPS or FedEx with tracking for your shipment.
- Important: We are not responsible for lost or stolen packages during return transit.
- Ship your return to:
Marvel Optics Return Center
10899 Kinghurst Dr, Suite 245
Houston, TX 77099 - For added convenience, we offer a return shipping label for $12.95:
- This option transfers all shipping liability to us.
- To obtain a return label, contact our customer service team via phone or email.
- Once payment is processed, we will email you the return shipping label.
- When shipping back items to our Returns department please include the RMA form with your items. Click here to download RMA form
- Once your order has been received by the Returns Department. You will receive an email with the next steps.
Cancellations
If you would like to cancel your prescription glasses order, you have 6 hours to cancel the order. Once the order has been submitted to the lab we will charge a 20% cancellation fee for the prescription lenses since they are not transferable. Please call or email us to cancel your order. – Remember, these are not off the shelf products, they are custom designed just for you and your prescription. If you cancel your order after the 12 hour mark, we will have to charge you a 20% cancellation fee to cover the cost of labor and materials.