Skip to main content
Home » Contact Us » Office Policies

Office Policies

Below are lists of our office policies that will better prepare you for your visit to our office. Returns, fees and orders are all addressed.

Eyeglasses and contact lens return policy

Eyeglass lenses are custom made devices and are NOT refundable, but we will be happy to correct any problems you may experience. We offer a one-time courtesy restyle as long as the frame being exchanged is in perfect condition and brought back within 30 days of your original pick-up date. Some insurance policies do not allow frame restyle and it is up to the patient to understand their policy details. Refunds are not customarily given on frame exchanges of lesser value. See the section below on doctors’ prescription changes for more information. Contact lens returns have different policies based on the type of lens you wear and condition of the packaging. When in doubt, do not write “left” and “right” on your contact lens boxes. Instead, use a sticker or other removable identifier for lenses.

Eyeglass prescription changes

For prescriptions by doctors at Della Porta Eyecare LLC: An office visit to recheck the prescription will be provided and new lenses will be made at no charge within 60 days of dispensing. Recheck visits after 60 days will be $50 refraction fee.

If a prescription for our doctor is filled elsewhere, we will provide a prescription recheck visit within 60 days. If a change in prescription is needed, we will not be responsible for any charges incurred at another store. Most reputable optical dispensaries allow doctor Rx changes at no charge, but this is up to the patient to inquire about such policies in advance of purchase.

We do not honor prescriptions from doctors outside of our practice.

Progressive lens non-adapt policy: progressive addition lenses (also called invisible or no-line bifocal) have a slight optical distortion in the outer portion of the lens, which can make some objects appear bowed or curved, or can cause a feeling of motion when the head is turned. The reading zone of progressive lenses is wide enough for most purposes, but it may appear narrower than other bifocal styles. While most people are not bothered by these characteristics, some will find it unacceptable even after the one to two week adaption period. If you cannot adapt to the progressive addition lenses, we will make new lenses in any other design that you wish, within 60 days of dispensing, at no charge. Because the original lenses are a custom prescription item, there are no refunds of the difference in cost if the remade pair is of lesser value.

Warranties

Frame Warranties: Most of our vendors offer a 1 year limited frame warranty.

Lens Warranties: lenses made with anti-reflective coatings have a 1 year, 1 time replacement warranty. This does not include loss or negligence. Mirror coatings are not covered by warranty.

Contacts lens returns

Prepackaged, soft contact lenses, may only be returned for store credit if the original package is intact, unopened, and unmarked. Soft contact lenses must be returned at least 20 months before the expiration date on the box. If you are unsatisfied with your open boxes, please reach out to the contact lens manufacturer. Many companies have their own patient satisfaction policies and prefer to deal directly with the patient. You may also contact our office for help at (860) 582-0702.

RGP contact lenses may be returned or refit within 45 days of purchase. Our main RGP lens supplier offers 2 warranty types:

  1. Guaranteed Fit Warranty: Lenses may be refit, returned, or canceled up to 2x within 45 days.
  2. No risk Warranty: lenses may be refit, returned, or canceled an unlimited amount of times in 45 days.

Policy for making new lenses for a patient’s own frame

It may be necessary to send your frame to create new lenses for that frame depending on lens design/frame details.

We cannot be responsible for breakage when we reuse a patient’s frame to manufacture and insert new lens.

We will use the utmost care if we accept a patient’s frame, but in a small percentage of cases the frame parts or material will be worn or brittle to the point that it will not support a new lens.

Older frames are usually discontinued by the manufacturer and replacement parts are generally not available. Putting new lenes into an old frame may create a pair of glasses that cannot repaired later.

If a patient’s frame breaks during our handling, the purchase of a new frame is at the patient’s expense. We may have to discard the first pair of lenses made for the original frame, but no additional charge will be assessed for lenses.

Special Frame Orders

Defined as frames that are ordered in for a patient who wishes to review and try on a frame style, color, or size that is not presently in the optical shop.

One frame may be special ordered, once per calendar year, at no charge. Any additional frame options will require a non-refundable deposit of $25 for each additional frame. This deposit covers shipping and restocking fees. Special frame orders could take up to 1 month. If a frame become unavailable for order or has a backorder date extending 30 days, the order can be canceled and fully refunded. Deposits will be credited to an eyeglass order that is placed at the time of review but cannot be used towards future purchases.

Refunds on Services Rendered

Professional fees, such as payment for exam fees or contact lens fitting fees, represent payments for services that were rendered (even if not successful) and are not refundable.

Appointment Cancellation and no-show policy

If an appointment is canceled without proper notice (24 hours) or you do not show up for your appointment on more than one occasion, you may be charged a $35.00 fee. We cannot offer weekend and evening appointments (after 3PM) to patient with 2 or more no-shows or late cancellations.