Shipping & Returns Information
Order Processing Times
| Product Type | Processing Time |
|---|---|
| Non-Prescription Products | 0-1 business days |
| Prescription Glasses | 2-4 weeks |
| Repair Service | 3-5 business days (after receiving the glasses) |
U.S. Shipping Information
For Non-Prescription Orders in the U.S.:
Once your order has shipped, you will receive a notification via email. If you encounter any issues tracking your order, please contact us at support@pilestone.com.
| Shipping Method | Shipping Time |
|---|---|
| Free Standard Service | 2-8 business days |
| Other Shipping Services | Calculated at checkout |
Note: Orders placed before 10 AM ET are typically dispatched the same day. To estimate your delivery date, combine the processing time with the shipping time.
For Prescription Orders in the U.S.:
Prescription glasses are custom-manufactured according to your specific prescription. The estimated delivery time is 2-4 weeks for processing, plus 2-5 days for transit once we have received and reviewed your valid prescription.
International Shipping Information
We ship to international destinations where available. Shipping costs, estimated delivery period, duties, and taxes will be calculated at checkout. Please note that we cannot ship to international P.O. Box addresses.
Return Policy
U.S. Orders:
We offer free returns within 60 days of receipt. To initiate a return or exchange, please contact us with your order number.
International Orders:
International customers are responsible for covering return shipping costs. Please contact us to initiate the return process.
Return and Refund Details:
- Products should be returned with all accessories included. If the item is damaged or incomplete, it may not be accepted, or a processing fee may be applied.
- Returns must be made within 60 days from the delivery date. No exceptions.
- Include your order number and/or invoice in your returned package.
- Free returns are available for orders placed within the USA.
- International returns require customers to cover return shipping costs.
- All prescription glasses are non-refundable. If unsure about the correct lens for your color blindness, please purchase non-prescription glasses first. You can return them for a refund and re-order with your prescription.
- All shipping fees are non-refundable.
Refund Process:
Once we receive and inspect your return, we will initiate a refund within 1-2 business days to your original payment method. You will receive a notification email regarding your refund. Please note, it may take up to 7 business days for the refund to be reflected in your account. If you do not receive your refund within this time frame, please check with your bank or credit card company. If the issue persists, please contact us.
Any Questions? We're Here to Help!
If you have any questions or need assistance, please do not hesitate to contact us here.