Shipping FAQ

What shipping options do you offer?

We offer a variety of shipping options to meet your needs, including USPS and UPS. You can choose from standard shipping, priority shipping, and express options depending on how quickly you need your order to arrive.

Do you offer free shipping?

Yes! We offer free shipping on all orders over $99. It's our way of saying thank you for choosing Heavyglare Eyewear!

How can I track my order?

Once your order has shipped, you will receive a confirmation email with a tracking number. You can use this number to track your order on the shipping carrier's website.

What should I do if my order is delayed?

If your order is delayed, please reach out to our customer service team. We understand how important it is to receive your items on time, and we will do our best to assist you in resolving any issues.

Can I change my shipping address after placing an order?

If you need to change your shipping address, please contact us as soon as possible. We can update your address if your order has not yet been processed for shipping.

What if my order arrives damaged?

We take great care in packaging your items, but if your order arrives damaged, please inspect it immediately and contact us. We will work with you to resolve the issue and ensure you receive a replacement if necessary.

How long will it take for my order to arrive?

Delivery times vary based on the shipping method you choose. Generally, USPS Ground Advantage Mail takes 2-5 business days, while UPS options can range from 1-6 business days. Please check the product availability for estimated shipping times.

Do you ship internationally?

Yes, we do offer international shipping! Please note that taxes, tariffs, and duties incurred with international packages are the customer's responsibility. If you have any questions about international shipping, feel free to reach out to us.

Shipping

How much is international shipping?

International shipping costs vary by country and carrier. When you enter your shipping address in the checkout process, Shopify automatically calculates the total charges—including shipping fees, taxes, and import duties (if applicable). This means you'll see the full cost upfront before you finalize your purchase. Please note that some countries include tariffs and taxes in the shipping calculation, while others may collect them separately upon delivery. The checkout page will always give you the most accurate estimate available for your location.

How long will it take to receive my order?

Delivery time depends on the product and is shown in the Shipping tab on each product page. In the USA it is usually 2-10 business days, in Canada 7-20 business days, and to the UK and other international destinations up to 14 business days. Prescription lenses add 7-10 business days for lab processing before the order ships.

What countries do you ship to?

We ship to the United States, Canada, the UK and many other countries. The countries available for delivery are shown at checkout. If yours isn't listed, please contact us.

Do you offer express shipping for prescription glasses?

Prescription orders need an additional 7-10 business days in the lab before they ship. Faster shipping options shown at checkout shorten only the delivery time after your glasses leave the lab.

How are glasses packaged for shipping?

We pack every order to protect it in transit. Please inspect your order when it arrives, and if anything is damaged, contact us right away so we can make it right.

Is shipping insurance included?

If your order arrives damaged or defective, or you received the wrong item, contact us right away at info@heavyglare.com or 1-888-548-0558. We will evaluate the issue and make it right.

Can I track my order?

Yes. Once your order ships, you'll receive a tracking number by email so you can follow the package on the carrier's website.

What if I'm not home for delivery?

Most carriers will attempt delivery up to 3 times and leave a notice for pickup at a local facility. You can also request delivery to a work address, or use carrier services like UPS My Choice or FedEx Delivery Manager to customize your delivery preferences.

Which countries do you NOT ship to?

Due to shipping regulations, customs restrictions, and carrier limitations, we cannot ship to certain countries and territories. The restricted locations include: Afghanistan, Belarus, Central African Republic, Congo - Brazzaville, Congo - Kinshasa, Côte d'Ivoire, Eritrea, Iraq, Lebanon, Liberia, Libya, Mali, Myanmar (Burma), Niger, Russia, Somalia, South Sudan, Sudan, Tajikistan, Turkey, Turkmenistan, Ukraine, Venezuela, Yemen, Zimbabwe, and several other territories. These restrictions may change based on international shipping policies.

Returns & Refunds

How do I return a product?

Eligible items can be returned within 30 days of the purchase date. Request a return from your customer account; returns must be approved before you send anything back, and items sent without an approved request won't be accepted. See our Refund Policy for details.

Can I return prescription glasses?

No. Prescription lenses are custom-made for you, so prescription products are non-refundable. We guarantee 100% accuracy on every prescription: if your lenses are made incorrectly, we will remake them once at no charge to the prescription you provided, within 30 days of the original ship date. See our Refund Policy for details.

How long will it take to receive my refund?

Once your return is received and inspected, we'll let you know whether the refund is approved. Approved refunds go back to your original payment method, minus any return shipping deduction. Original shipping charges are refunded only if the return is due to our error.

Who pays for return shipping?

For approved U.S. returns we can provide a prepaid return label; if you use it, a flat $12.95 return shipping fee is deducted from your refund. If you don't use our label, you arrange and pay for return shipping yourself. Taxes, tariffs and duties on international orders remain the customer's responsibility.

Can I exchange instead of returning?

If you need a different size, color or model, please contact us. We'll do our best to help with an exchange on eligible items.

What condition do items need to be in for returns?

Items must be new, unworn, unaltered and in saleable condition, with the manufacturer's original packaging and all original materials included.

Are there any items that can't be returned?

Yes. Prescription products, Barracuda products and OGI Eyewear products are non-refundable. If prescription lenses are made incorrectly, we remake them once at no charge within 30 days of the original ship date.