Delivery and production dates are estimates. A lens replacement timeline begins only after Visionne receives the frame, confirms that it can be serviced, has complete prescription information, and receives any required approval or payment.
1. Sending frames to Visionne
Eligible lens replacement orders include access to a printable inbound label. If you select a protective mailer, the quoted mailer charge applies. Follow the address and carrier instructions shown in the order communication rather than mailing a frame to the studio without an order reference.
Keep the carrier receipt until Visionne confirms arrival. If you use your own shipping method instead of our label, choose tracked service and insure valuable or irreplaceable frames as appropriate.
2. Packing requirements
- Place the frame in a hard case or rigid protective container.
- Use padding so the frame cannot move or contact the outer box.
- Do not include accessories, original packaging, or other items unless requested.
- Include the order reference but do not place a full prescription loose on the exterior.
- Seal the package securely and attach the label without covering barcodes.
3. Inspection and production timing
We confirm receipt and inspect the frame before production. Standard lens work is typically completed within 8 to 10 business days after all requirements are approved. Complex prescriptions, specialty materials, custom tints, supplier delays, holidays, or a frame concern can add time.
If we decline a frame before production, we will contact you about return shipment. We do not guarantee a completion date until the order is accepted and do not control carrier delays.
4. Outbound delivery
Visionne sends tracking when the completed order or retail product is scanned by the carrier. Frames, contacts, accessories, or other products may ship separately. Delivery is made to the confirmed address. Contact us promptly if an address needs correction; changes may not be possible after a label is created.
5. Delayed, lost, or damaged shipments
Report visible shipping damage or a delivered-but-missing package as soon as possible and no later than 48 hours after the carrier's delivery event. Keep packaging and provide photographs if requested. Visionne will coordinate a carrier review for shipments using our label.
Carrier scans and investigations may be required before replacement or reimbursement. For self-arranged inbound shipping, the sender is responsible for pursuing the carrier claim. Nothing here limits rights that apply under law.
6. Contact
nyc@visionnework.com
646-358-2763
Monday through Friday, 9am to 6pm ET