SHIPPING AND DELIVERY

SHIPPING AND DELIVERY POLICY

This Policy governs our Shipping and Delivery obligations to you when you place an order at www.lanceglasses.com , we advise that you read every details thoroughly, together with our Terms and conditions and Privacy Policy.

ALL ONLINE ORDERS ARE SHIPPED IN PROTECTIVE PACKAGING AND DELIVERED WITH A TRUSTED SHIPPING PROVIDER. WE ENDEAVOR TO PROCESS, PACK AND SHIP YOUR ORDERS AS FAST AS POSSIBLE HOWEVER SOMETIMES DELAYS CANNOT BE AVOIDED. FOR FURTHER INFORMATION, PLEASE READ AND UNDERSTAND THE DETAILS OF OUR SHIPPING POLICY BELOW.

1. GENERAL PROVISIONS

Orders will be delivered to the address that appears on your order within reasonable time from the completion of the production and the quality checks.

Orders are usually shipped within 8 – 14 working days from the date of confirmation of payment; however, there may be delays due to external factors. For custom made products (prescription/ correction lenses delivery will be made in 20-24 working days). For pre-order products or out of stock delivery time is between 30-90 working days. Delivery times are estimates and cannot be guaranteed.

The time of delivery can vary depending on the destination. Please note that additional local taxes may be applied to shipments to locations outside of the United States.

We shall not be liable for delays in shipment due to faults of the carrier, and therefore these delays will not result in refund of shipment cost, however, we will make reasonable efforts to assist you with respect to such delays in a timely manner.

Please be advised: all international shipments may be subject to customs regulation. Any related charges will be your responsibility. We can’t be held liable for incurred charges.

When you place your order, you must choose shipping and delivery options. Standard shipping can take up to approximately 14 (fourteen) business days from the date of shipment. If you need your Product faster, you can upgrade to the Expedited or Express shipping option. Once the package is shipped from Lance Glasses LLC facility, it is no longer the responsibility of Lance Glasses LLC but the responsibility of carrier.

Upgrading your shipment does not infer overnight delivery. Delivery times are based on estimation only and exclude the production and verification stages.

It is important that you enter your address correctly. If the shipment is addressed to a commercial entity (e.g., an office or a hotel), please make sure to indicate that your order is to be delivered to the commercial entity that is located at such address. Failure to input any part of your address will cause delays in shipments and increase the costs of the purchased Products. We will not refund or exchange products that were shipped to an inaccurate address as a result of missing details. Shipping claims should be addressed within 30 days from the date of the shipping.

2. PROCESSING YOUR ORDER

Products in the Sunglasses Collection

We aim to process and pack these orders within 24 business hours of receiving confirmation of successful payment. All orders placed on weekends or Public Holidays will be processed and packed the following business day.

During sale periods (particularly Black Friday/Cyber Monday and Christmas/New Year holiday season) there may be delays to the processing time of all orders. We do take measures to make this impact as little as possible however, sometimes delays are unavoidable. If you require any of our products before a special event or date, please reach out to our customer service team before ordering to ensure your product will arrive in time.

Once your order has been processed and packed it will be ready for shipping via the appropriate courier service. Delivery time will vary based on location. Please see our estimates below for approximate delivery transit times to your area.

Products with Clear, Clear Blue Light or Prescription Lenses

All products with clear, clear blue light or prescription lenses are custom-made products with lenses fitted in our Precision Optical Lab. This process typically takes 14 business days after receiving confirmation of successful payment however can take up to 20 – 24 business days for certain optical prescriptions. Once your lenses have been fitted, your order will be checked and packed.

During sale periods (particularly Black Friday/Cyber Monday and Christmas/New Year’s holiday season) there may be delays to the processing and lens fitting time of orders. We do take measures to make this impact as little as possible however, sometimes delays are unavoidable. If you require any of our products before a special event or date, please reach out to our customer service team before ordering to ensure your product will arrive in time.

3. DELIVERY

All orders are shipped via courier service and the shipping supplier used for your order will vary based on your delivery address.

A signature will be required upon delivery so we recommend providing a daytime delivery address where someone will be available between 9am-5pm.

Delivery times vary based on your location. For an estimate of delivery transit times to your region, please see the table below. Please note that if a parcel is chosen for routine customs inspection, delays of up to 3 weeks can be expected. This is a very rare occurrence and is not within our control.

Place of delivery, deadlines and losses

Approximate delivery times are indicated in working days in the description of each product, although a delay in delivery will not be a reason for penalty.

LANCE GLASSES will not be liable for errors caused in delivery when the delivery address entered by the User / Customer in the order form does not match the reality or has been missed.

Depending on the destination of the order can be used various ways or methods of shipping, each method and each destination have shipping times that are specified in the order confirmation process.

Deadlines may change for logistical reasons or for reasons of force majeure. In cases of delays in deliveries, LANCE GLASSES will inform its User/Customer, as soon as it has knowledge of them.

Each delivery is considered made from the moment the company makes the product available to the User / Customer, which is materialized through the control system used by the transport company.

Delays in delivery shall not be considered those cases in which the order has been made available to the User/Customer, by the transport company within the agreed time and could not be delivered for cause attributable to the User/Customer.

When the order leaves our warehouse, you will be sent an email notifying you that your order has been accepted and is being sent.

Delivery data, Deliveries not made and loss of the product.

If the User/Customer is absent at the time of delivery, the carrier will leave a note indicating how to proceed to arrange a new delivery.

We would contact you and embark on a series of follow-up actions aimed at ensuring that delivery occurs.

If you fail to accept the Products after two (2) delivery attempts, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you, re-arrange delivery or collection, Lance Glasses may terminate the agreement.

In the event that the User/Customer does not do so, after 10 working days from the departure to delivery of the order, it will be returned and the User/Customer must bear the cost of shipping and return to origin of the order, as well as any associated management costs.

If the reason for not being able to make the delivery is the loss of the order, the transport will initiate an investigation. In these cases the response times range from one to three weeks.

International

(Most countries and regions) 4-8 business days from dispatch

4. TRACKING YOUR ORDER

All shipments are completely trackable online. You will receive an email notification with a tracking number and a link to track your parcel with the appropriate courier company once your order has been processed and packed. Links to these companies have also been provided below (please note that you will require a tracking number to track your item with one of these companies).

5. CUSTOMS DUTIES AND TAXES

The responsibility of payment for any applicable custom duties, foreign taxes or other fees which may be imposed rest with the customer. Unfortunately, we cannot be held liable to pay any duties or taxes which may be imposed by customs in the country where the order is being delivered. Please be aware that if you refuse to pay any applicable customs duties and taxes for your shipment, the product will be returned to our warehouse and the cost of return shipping will be deducted from your refund.

We encourage you to contact your local customs office for more information regarding the potential taxes and duties payable in your region prior to ordering.

For countries within the EU please refer to your local import laws regarding additional VAT charges relating to the purchase of goods from overseas.

6. INSURANCE

Unfortunately, our shipping options do not provide insurance. If you wish to add insurance for your order please contact our Customer Care Team before, or as soon as you have placed your order. Please be aware that if your order has already been picked up for delivery, insurance will not be able to be added.

ONE YEAR MANUFACTURERS WARRANTY

WHAT IS COVERED?

Our products are supplied with a warranty on any manufacturing defects for 12 months from the date of purchase from an authorized retailer. All warranty claims must be accompanied by an original proof of purchase, as the purchase date, product details and purchase location must be verified.

While we can’t cover for scratches or accidental damage, all manufacturing faults are covered. Shattered, fractured, or scratched lenses are not covered. Damage not associated with normal wear, such as pressure breaks, excessive heat, intentional bending, abuse or general misuse is also not covered. Unfortunately, damage, fault or wear and tear to product packaging, including the protective case, is not covered under this warranty. However, where a product is replaced due to manufacturing fault, new packaging will be issued as part of the warranty claim.

Although we use lock-tight screws and every care is taken to ensure screws remain tight, they may loosen with wear. We recommend regular maintenance to ensure all parts of our product remain secure. Lack of regular maintenance may result in lens or frame damage which may not be covered by this warranty.

We also recommend that your glasses are properly maintained in order to prevent any damage not covered by this warranty. To maximise the life of your product, please be sure to keep your product in its case, do not drop your product, do not subject your product to water or chemicals, and ensure your product is not left in an environment where temperatures may exceed 50 degrees celsius (such as a hot car). Any damage caused through such situations will not be covered under this warranty.

THE CLAIM PROCESS

Before you make a claim

Before lodging a claim, please ensure you have read and understood what is covered under this warranty (see above) to avoid disappointment or any unnecessary costs. Please also make yourself aware of the possible outcomes associated with lodging a claim below.

As mentioned above, all warranty claims must be accompanied by an original proof of purchase, as the purchase date, product details and purchase location must be verified.

If your claim is approved

In the event that a defect in material or workmanship is determined as the cause of your issue, a member of our Customer Service Team will be in contact to see if you would like to have your product fixed with replacement parts (if possible), provide a complete replacement of the product (if available) or offer you a refund.

If your claim is denied

In the event that any damage is not due to a defect in material or workmanship, and therefore not deemed faulty, we will be in contact to see if you would like us to conduct repairs, replace the item, or alternatively arrange for return of the goods, all at your expense.

Some of the reasons your claim might be denied include (but are not limited to):

No proof of purchase can be supplied;
Proof of purchase is not from a current or once authorized retailer;
The product was not purchased new;
The damage to the product is not due to a defect in material or workmanship and therefore not deemed faulty (including exposure to high temperatures, chemicals or water);
The damage to the product cannot be verified due to the product being altered or attempted to be fixed (including the use of glues, non-approved parts or other);
The purchase was made more than one year prior to the lodgment of the claim;
The item was returned more than 14 days after the claim was submitted;
The item was returned without a claim being submitted.

All claims will be assessed once and all decisions are final.