How can we help?

FAQ

Product

What can I purchase from PRISMOPTICS?

At PRISMOPTICS, you can easily order sport eyewear on our website.

Can I buy goggles for motor cycling?

Yes. We have several protective goggles for outdoor activities, such as outdoor riding, motor cycling, and tactics combat.

Orders

Can I amend or cancel my order?

To amend or cancel an order, please contact customerservice@prismopticsco.com as soon as possible. We can cancel or make changes to your order if it is not yet processed (for prescription lenses) or dispatched.

How long does it take to process my order?

Your order will be processed within 24-48 hours depending on the time it is placed.

Can I change the delivery address of my order?

To change your order delivery address, please contact customerservice@prismopticsco.com as soon as possible to provide the new address. We can change the address for you if the order is not yet dispatched.

If the parcel has left our facility, we will not be able to change the delivery address for you because of the shipping company’s security and privacy policy. You will need to contact the shipping company directly to make the request.

Payment

What payment methods do you accept?

We accept payments made via VISA, MasterCard, American Express, Discover, and PayPal.

Can I pay in a check?

No. We cannot accept check payment

Can I use more than one ways to pay for an order?

Yes. You can combine gift vouchers with bank/Paypal payment when placing the order.

When will my card be charged?

Your card will be charged when you finish the checkout process /click ‘Pay Now’.

*Some banking institutions may withhold a pre-authorization and an actual charge. This amount will automatically be deleted. If that is not the case, we recommend that you contact your bank so they may expedite removal of the pre-authorization withholding amount.

Shipping

When will my order be dispatched?

We aim to dispatch all orders with non-prescription glasses in 2 days. If your order contains prescription lenses, it will take slightly longer for us to dispatch it. You will get an e-mail notification when your order is dispatched.

What are your shipping charges?

We offer free Express Shipping for orders above $200. For orders less than $200 the charges are :
Standard delivery: $9 (9-21 working days)
Express delivery- $19 (7-14 working days)

Can I track my order?

Yes. We will send you the tracking information via email when your order is dispatched.

Returns & Exchanges

What is your return and exchange policy?

We are happy to exchange or refund your order if it is sent back in its original condition within 14 days of receipt.

Do I have to pay the shipping fee for a return/exchange?

We offer free returns if the item you received is faulty. For non-faulty items, the customer is responsible for the cost of shipping.

How long does it take to process my return?

We aim to process all returns within 3 working days of receiving the returned order.

When will I receive my refund?

Once the return is processed, refunds will be issued via the original payment method.
If you used a bank transfer, the refund will appear in your account in 5-10 working days.

Get in touch

Have questions about your order, or a general enquiry?