Satisfaction Policy

Satisfaction Policies

Eyeglass Warranty

Prescription Eye Wear: Every pair of eyeglasses ordered from Wilmer Optical is custom made to order. Accordingly, Wilmer Optical’s policy prohibits refunds on product that is not resalable or returnable to the manufacturer. We are happy to service all of our products and back them up with the manufacturer’s warranty for quality and workmanship. Warranties cover manufactures defects under normal wearing conditions but do not cover accidental breakage, abuse or loss. Warranties are in effect only for the duration offered by the manufacture, one year in most instances. Please confirm these policies and terms of any warranty with your optician. Warranty periods start at the time of order and are not extendable.

Lab Warranty for Doctor’s Changes and Non-Adapts: Wilmer Optical will honor a one-time redo for an Rx change made by the doctor within 60 days following the original order.  In the event that a patient does not adapt to a pair of prescription progressive eyeglasses within 60 days of the original order, Wilmer Optical will remake the glasses one time into a Standard Bifocal at no additional charge to the patient. No refund will be given for the price difference in lens design. This policy is available for one remake per patient and cannot be used separately. *Subsequent changes will incur additional charges.*

Using Your Own Frame: If you choose to supply your own frame, or reuse a frame and have new lenses mounted into your frame, Wilmer Optical cannot warranty your frame and you assume all risk if the frame is damaged at any time.

Contact Lens Warranty

Please see optician for specifics on your contact lens manufacturer’s warranty.

Since each contact lens design has its own unique characteristics, the eye doctor carefully evaluates the needs of each patient, to find the lens that offers the best combination of visual acuity, comfort and corneal health.  This is a process that will often require the prescription to be modified as determined by the eye doctor during the follow up visit (s).  In recognition of this process, most contact lens manufacturers have established warranties to accommodate the necessary changes.  The warranty terms are established by the manufacturer and not by your eye doctor or Wilmer. 

All contact lenses must be prepaid.  There is a $5.00 shipping fee, per company, for all trials ordered to the office and a $10.00 fee for shipping UPS ground to your chosen address. 

All returned contact lenses will incur a restocking or cancellation fee.

Cancelation Policy

In order to expedite your order, we place all orders with the manufacturer immediately. Once the order is placed, the manufacturer will charge a fee for all cancelations.  Eyeglass lenses cannot be cancelled. Frame orders will incur a 10% restocking fee. Contact lens orders will incur a fee subject to the policies of the individual manufacturer.

Warranty Limitations

Please note Warranties are available only as the manufactures policies permit. Wilmer Optical and your Doctor do not have the ability to change or make exceptions.

Wilmer Optical Management             effective 1/1/07