Customer Service Policy


Returns

If you are not 100% satisfied with your purchase, simply return it for a full refund. You can return your purchase for up to 30 days from the purchase date.

If you would like to return an item, please contact us for authorization on a return. You will be issued a Return Merchandise Authorization Number (RMA) and instructions on how to send your order back to us. Returns received without an RMA will be sent back to the customer, no exceptions. Your refund will not include shipping charges previously paid for USPS First Class Mail, USPS Priority Mail, USPS Express Mail, or USPS Global Express Mail (International orders). Your refund will not include shipping charges that you may incur when sending sunglasses back to us. All return shipping costs are the responsibility of the customer.

The product(s) will be inspected upon receipt. All returns must be in the condition you received them and in the original box and/or packaging (including invoice) for full credit to be issued. No credit or exchange will be issued if the product shows signs of use. Our guarantee does not cover accidental damage or wear of product caused by customer. Once we have received your return at our warehouse, we will refund your credit card and send you an email stating that your return is completed. Credits normally take 3-5 business days to appear on your credit card statement.

Exchanges

You can exchange your purchase for up to 30 days from the purchase date. All product exchanges should include the original invoice and be mailed to the address noted above. Please send us an email right away to specify the style and color you would like to exchange your sunglasses for so we can place the new pair on hold for you.

The product(s) will be inspected upon receipt. All exchanges must be in resalable condition and all original packaging (including invoice) must be in place. No exchange will be issued if the product shows signs of use. Exchanges will ship out as soon as we receive the original order.

We are always here to help, if you have questions call our customer service team at 305-620-7278 or email sales@offshoresunglasses.com

Pictures

Any issues with sunglasses simply send pictures immediately via email to sales@offshoresunglasses.com

Shipping

We pay for your shipping on all orders shipped to the United States. Our free shipping method is USPS Flat Rate Package within the United States Only. International orders should email for the exact shipping qoute before placing their orders. sales@offshoresunglasses.com

USPS Priority Mail

Shipping on all orders under $50 to the United States is only $6. Packages are delivered in an average of 3-9 business days to any destination after your order is shipped with First-Class Mail. The USPS does not guarantee delivery times for First-Class Mail or priority mail.

All orders are shipped via the United States Postal Service (USPS). All orders placed before 2:00 PM EST Monday-Friday will be shipped the next day. If you order after 2:00 PM Friday, or on Saturday, Sunday, or a Holiday, your order will ship the following business day.

International customers can also choose to ship their item(s) via USPS First Class Mail International. Please be aware that shipping tracking is NOT available with this method. Items that are shipped via this method are not insured and will not be replaced if lost, stolen, or damaged. If you need to guarantee delivery, please choose USPS Express Mail. USPS Express Mail provides tracking information from our door to yours and requires a signature upon delivery.

While most international packages are delivered within 7-14 days, in rare instances, delays of up to 6 weeks have been experienced once the package has left the United States. We are not responsible if your package is delayed during shipping or held up in customs.

All customs fees and duties are the responsibility of the customer. You may be subject to import duties and taxes, which are levied once the package reaches your country. Sunglass Warehouse has no control over customs duties, import fees, and cannot predict their cost. Customs policies vary widely from country to country; you should contact your local customs office for further information. At times, custom policies may also delay the delivery of your package. To provide safety and security for all online shoppers, international customers may be asked to fax a copy of their photo identification and both sides of their credit card before their order is processed.

Military Addresses

We accept Military addreses, however unfortunately, we cannot guarantee delivery time to military addresses. It takes 1-3 days for Priority Mail to arrive at the primary military post office, and 2-9 days for First Class Mail. From there, the package is under the control of the military mail system. Your order should arrive in about the same amount of time as other packages from the U.S. (in most cases 7-14 days). The actual transit time depends on where you are stationed. If you have any problems entering your APO/FPO address information please contact Customer Service by e-mail at sales@offshoresunglasses.com, which will be answered within 24 hours.

Order Tracking

Packages shipped within the United States are shipped with a delivery confirmation number. This means your tracking information will not be available until your order has been delivered. It is not uncommon for packages to show only confirmation of delivery, and not an origin scan. Please be aware that the USPS provides only a delivery confirmation service for most destinations, not a tracking service. USPS delivery confirmation services are designed to be a low cost alternative to full tracking and primarily provide delivery information. Confirmation of delivery or attempted delivery is provided. Information is generally available on the evening of the date of delivery or attempted delivery.

Lost Shipments

All USPS mail shipments will be considered lost if they have not arrived after 20 business days per the USPS. Orders lost due to incomplete address information provided by the customer are the responsibility of the customer and are not eligible for a refund. Packages that are confirmed delivered by a delivery confirmation number are NOT eligible for a refund. Please make sure the shipping address you use for your order is to a safe and secure location. Packages that are stolen after delivery are not eligible for a refund. Please use PO Boxes with caution. Packages that are confirmed delivered to a PO Box are not eligible for a refund.

Incorrect Addresses

Packages returned to us because of an incorrect or incomplete address may be assessed a 20% surcharge.

Guaranteed Delivery

Every package we send has a delivery confirmation number. This is our proof of delivery. If your package is lost, and the carrier cannot give us confirmation of delivery, we will send you a replacement of your order at no cost to you. (If the carrier has proof of delivery, yet you say that you did not receive your package, you must file a claim directly with the carrier, using the delivery confirmation number we will provide for you). This guarantee does not cover replacement of items damaged by incorrect handling or carelessness. All replacement orders will be mailed via USPS First-Class Mail.

Conditions:

1. You must allow enough time for the carrier to deliver your package. In the case of the USPS, it can take up to 20 business days to deliver your package. Please wait the required amount of time before notifying us of an undelivered package.

2. You must notify us by email if your package has not arrived, or if you received damaged merchandise.

3. Please don't file a false claim. If the carrier can provide confirmation that the package was delivered, we will not send a replacement. If you have any questions regarding the above shipping methods and concepts, please call customer service at 305-620-7878 or email sales@offshoresunglasses.com