Returns and Exchanges
Return or Exchange via Mail
- Start your return online by clicking this link to receive a mailing label to box and ship your items.
- You will receive a refund or gift credit when your frame is received at our warehouse.
- Please allow 1-3 days for your refund to be initiated upon receipt. Gift Credit is sent immediately.
- No fee to use this return method, just print the label and attach it to the box with the item inside.
Notes for Exchanges
To help expedite the Exchange Process we recommend selecting the option to get a "Refund by Gift Credit". When you select this option, you will receive a Gift Credit for the full amount you paid for the frame plus an additional $10 credit to help cover shipping. The Gift Credit will be sent to you as soon as the original order has been received at our warehouse and has been processed.
9FIVE Returns Policy (USA Customers)
9FIVE accepts returns or exchanges within the first 30 days of the online purchase date. If you are not completely satisfied with your order in that time frame, you can return your item for a refund of the items purchase price.
Your order must be returned in its original packaging and with all its complementary accessories. Your product must also be returned in the same condition it was received and we do reserve the right to deny a return or proportionately reduce the level of the refund based on the condition the item was received in. Shipping fees are nonrefundable.
Rx (Prescription) Returns:
Unfortunately, all prescription or custom lens orders are non-refundable due to the custom nature of the product. If you have an issue with your prescription frame after receiving it please contact email@example.com to explore your options.
9FIVE International Returns
For international orders, please email firstname.lastname@example.org for return/exchange instructions.
9FIVE Warranty Policy
9FIVE offers a one year warranty from the time of purchase. The warranty is limited to manufacturer’s defects or issues that are a result from a flaw in the product. If you feel your product meets these requirements, please email email@example.com with an explanation of the issue, photos of your product, and your order information.
Scratched/Broken lenses and physical damages are not covered by the warranty. We do sell replacements lenses for most frames here.
9FIVE Package Protection Policy
By selecting Package Protection at checkout, we guarantee that even if your package is lost, stolen, or damaged; we’ll get you your order. You simply submit a claim on our claims portal and we'll issue a no hassle replacement or refund depending on available inventory.
When Is A Shipment Deemed 'Lost'?
We use the same rules that the carriers use for defining a lost shipment:
Carrier status states "delivered’", but you have not received it. Allow up to 7 business days but no longer than 15 days for United States domestic shipments (20 days for international shipments, including Canada) for your shipment to be delivered. Sometimes the carriers prematurely mark shipments as delivered and then issue a redelivery, and it then turns up in a secure location at your property or perhaps may be delivered to the wrong address that is caught and corrected by the carrier.
If your carrier status is not "delivered" and your tracking has not updated for 2 weeks from the ship date.
Shipping carriers may classify these situations as a ‘delay’ if there is a high number of shipments in their network, and they are aware of delays. As long as there are no known carrier delays, we will offer a refund or replacement right away.
What Is Considered 'Damaged'?
Items arrive damaged in transit - interior packaging is torn, bent, broken etc.
Some of your order is missing due to the box/envelope having broken open during transit.
What Is Not Covered Package Protection?
Missing parcels or redelivery fees due to invalid / incorrect address information provided by you when you placed the order
Delays in transit (as defined by the carrier)
Orders that have not shipped yet
International orders stuck in customs - we can't be held responsible for customs delays. Please get in touch with your chosen carrier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from any refund that may be due
Items that are returned to us for a refund or exchange through our returns & exchanges portal
If you requested items to be left at a location other than the address you supplied with your order and they go missing - this waives the right to any claim as per carrier terms and conditions
How To Submit a Claim
If you purchased Package Protection at checkout and your order is lost, damaged or stolen, please submit a claim using our Customer Portal.
Our Policy For Handling Unprotected Shipments
If you do not elect to purchase Package Protection at checkout and your shipment is lost, damaged or stolen during transit - we will diligently follow the claims policy of your selected carrier to either locate the shipment or deem it as lost. This process can take up to 4-8 weeks, may require additional documentation from you and is at the discretion of the carrier.
If your shipment has GPS location or photographic evidence from the carrier that it has been delivered to the address on your order, is with a neighbor or at any other secure location and in good condition; we are not responsible for a refund or replacement.