Lenses are not unconditionally guaranteed. They will only be replaced or credited within the guidelines outlined below. When ordering a remake due to lab error, be sure to supply the return half of the original invoice in order to be eligible for credit. Please follow this procedure to ensure proper credit is issued to your account. No return of lenses is necessary unless specified in policy, lab error, or request made by Rochester Optical. All laboratory remakes must be called, mailed, or emailed (firstname.lastname@example.org) to be eligible. *
SCRATCH COAT GUARANTEE:
According to manufacturer’s specifications Rochester Optical will replace, one time, any scratch coated lens that becomes scratched through normal use. This guarantee is valid for one year from the date the Rx is shipped from the lab. Limitations apply. Lenses must be remade to the exact specifications of the original order. Rx changes, frame change, material change, change of A-B-ED-Bridge/DBL, edge or center thickness change, tint, coating or lens treatment changes are not covered. Lenses showing abuse or excessive wear will not be covered (Removed lenses must be returned). Does not include Uncoated CR-39.
Rochester Optical will replace, one time, uncut orders regardless of reason at a 50% discount if reported within the first 90 days after shipping from the lab. This includes but is not limited to: wrong Rx provided by account; errors during edging process; electronic ordering errors; duplicate orders; etc. A new pair of uncut lenses must be ordered to qualify for the program. (Exception made for duplicate order) This policy covers surface uncuts only, stock lenses are not covered.
NON-ADAPT and DR. REMAKES:
If you need to have lenses remade for any reason, we will replace them, one time, at no charge with another lens. If the lens needs to be remade a second time, it will be subject to a 50% discount. A third remake, and beyond, will be billed at full price. All discounts will be given off the lesser lens price. This policy is good for 90 days from the original ship date.
If lenses are not yet in process, no charge will be made. If the lenses are in process the job will be billed and then the order will be restarted at a 50% discount.
Replacement lenses will be processed immediately and will replaced at no charge. Lenses returned for laboratory errors (power, prism, axis, etc.) will be eligible for full credit, if upon lab evaluation, the lenses fall outside ANSI standards. All returned lenses must be received within 90 days of the ship date, accompanied by the original invoice and specific reason for return to receive full credit. **
Rochester Optical will provide the following warranty replacements for AR coatings:
Standard Coatings – Up to 1 remake within 12 months of shipping from the lab.
Premium Coatings – Up to 2 remakes within 24 months of shipping from the lab.
UNCUT RX THICKNESS:
Lenses returned for laboratory errors for thickness (too thick or too thin) will only receive 100% credit if the original Rx contained all the correct measurements: A (Eye Size), B (Vertical), ED (Effective Diameter), and DBL (Bridge) and a properly defined shape (i.e. tracing of old lens, demo lens or pattern). For your convenience, we also provide a tracing grid on our uncut fax form. If requesting a specific Edge or Center Thickness it must be specified in millimeters. If no Edge or Center Thickness is specified, our computer system will assign thickness based on information provided and what would be practical within fabricating standards for impact resistance. Phone orders should include frame shape number from lens catalog.
UNCUT LENS SIZE POLICY:
You may specify blank size on any order subject to availability. When no blank size is specified, size will be determined by eye size, diameter, seg height, lens type, effective diameter and edging allowance.
FAX Rx ORDERS:
To ensure accuracy and timely service, we suggest you use Rochester Optical’s preprinted forms when ordering. If using your own, the form must be legible and contain all pertinent data for processing (i.e. acct. name, patient name, Patient Rx, PD, seg height, A, B, ED, Bridge/DBL, demo lens/pattern tracing, etc.).
PATIENT’S OWN FRAME AND/OR LENSES:
Customer’s own lenses sent to the lab to be dyed, edged, drilled, grooved, stripped and re-coated, or mounted will be done at the customer’s own risk. While we do handle old frames carefully, breakage is possible. We are NOT responsible for old frames that break and we are not responsible for replacement frames.
STOCK LENS SUBSTITUTION:
We always use stock finished lenses whenever possible for any order. Any order using stock finished lenses will automatically receive discounted stock lens pricing for the lenses used. If you do not want stock finished lenses used on an order, please specify when placing the order.
If you want to specify that stock finished lenses are used on a specific order, please note the below terms before doing so:
If a stock lens is requested and it is determined that stock lens will not cut out or meet standards for cosmetic appearance, we will surface and charge accordingly, unless specifically requested to contact you first.
STOCK LENS ORDERS:
To ensure proper billing on Stock Lenses, they must be placed as a separate Stock Lens order not as part of an Rx order.
STOCK LENS RETURNS:
There will be a 25% restocking fee for any stock lens return unless under manufacturer defect warranty as appropriate. All returns must be in original packaging, in new condition, and be accompanied by the original invoice to qualify for credit. Claim must be made within 90 days of shipping from our facility.
PAYMENT TERMS & CONDITIONS:
A) Terms: Net 30 days from statement date.
B) We accept Mastercard and Visa for payment.
C) A 1.5% per month finance charge (annual percentage 18%) will be added to all past due accounts 30 days and over from the statement date.
D) A minimum charge of $30.00 will be made for any checks returned for insufficient funds.
E) Accounts 90 days and over past due will automatically be placed on credit hold.
F) Anyone having an account with Rochester Optical agrees to and accepts our credit terms as listed above and also agrees to pay any and all reasonable attorney fees and collection costs if it becomes necessary to place an account for collection.
G) Rochester Optical reserves the right to change prices without notice.
* In the event a remake is needed under warranty/defect claim, lenses must be remade to the exact specifications of the original order. Rx changes, frame change, material change, change of A-B-ED-Bridge/DBL, edge or center thickness change, tint, coating or lens treatment changes are not covered.
** In the event a claim is submitted as laboratory error and lenses are not submitted for review, or are submitted and are found to be within ANSI standards, the customer will be billed for the remake at 100% per policy.