ORDER PROCESSING

Order processing times are determined on the item type, if the item is in the Cool Frames warehouse or coming from the manufacturer

• Prescription order: 4-10 days
• Non-prescription order: 1-4 days

SHIPPING TO THE CONTINENTAL U.S.

USPS

• $5.95 for orders under $50: USPS First Class Mail (East Coast: 1-3 days / West Coast: 3-6 days)
• Free Shipping for orders over $50: USPS First Class Mail (East Coast: 1-3 days / West Coast: 3-6 days)
• $9.95 orders $51 - $500 Priority Mail (1-3 days)
• FREE for orders over $500 Priority Mail (1-3 days)

UPS 2-DAY AIR

• $19.95 orders under $50: UPS 2-Day Air (2 business days)
• $14.95 orders $50 - $200 : UPS 2-Day Air (2 business days)
• $9.95 orders $200 - $500: UPS 2-Day Air (2 business days)
• Free for orders over $500: UPS 2-Day Air (2 business days)

UPS NEXT DAY AIR

• $44.95 orders under $50 : UPS Next Day Air (1 business day)
• $29.95 orders $50 - $300: UPS Next Day Air (1 business day)
• $19.95 orders over $300: UPS Next Day Air (1 business day)

SHIPPING TO ALASKA & HAWAII

UPS 2-DAY AIR

• $49.95 orders under $50: UPS 2-Day Air (2 business days)
• $39.95 orders $50 - $200 : UPS 2-Day Air (2 business days)
• $24.95 orders $200 - $500: UPS 2-Day Air (2 business days)
• FREE for orders over $500: UPS 2-Day Air (2 business days)

UPS NEXT DAY AIR

• $79.95 orders under $50 : UPS Next Day Air (1 business day)
• $49.95 orders $50 - $300: UPS Next Day Air (1 business day)
• $39.95 orders over $300: UPS Next Day Air (1 business day)

INTERNATIONAL SHIPPING

INTERNATIONAL STANDARD (select countries)

• $12.00 orders under $200: USPS First Class Mail (5-12 business days)
• FREE on orders over $200: USPS First Class Mail (5-12 business days)
  

INTERNATIONAL STANDARD (to Canada)

• $40.00 orders under $200: UPS Ground (5-12 business days)
• $25.00 on orders $200-$500: UPS Ground (5-12 business days)
• FREE on orders over $500: UPS Ground (5-12 business days)

INTERNATIONAL PRIORITY

• $44.95 orders under $200: UPS/USPS Priority Mail (4-10 business days)
• $39.95 orders $200-$300: UPS/USPS Priority Mail (4-10 business days)
• $29.95 orders over $300: UPS/USPS Priority Mail (4-10 business days)

INTERNATIONAL EXPRESS

• $54.95 orders under $200: USPS/UPS Express mail (3-5 business day)
• $44.95 orders $200 - $300: USPS/UPS Express mail (3-5 business day)
• $34.95 orders over $300: USPS/UPS Express mail (3-5 business day)

Delivery Estimates

The actual delivery dates may differ because of factors such as product availability, delivery location, and weather conditions. Please be aware that delivery times do not include weekends, holidays, and the first day of orders placed after 4 pm EST. If you have special requests, kindly factor in additional time for delivery.


It's important to note that custom lenses, such as progressive, bifocal, or high prescription (Sapphire Crizal), require extra time for preparation and do not fall within the standard 4-10 business day delivery window for regular prescription orders.

Taxes & Duties

We are obligated to collect New York Sales Tax on all non-prescription orders delivered to addresses within New York. For international shipments, duties and taxes will be the responsibility of the recipient. The importing country will assess duties based on their current import regulations. Import taxes or tariffs are the sole responsibility of the customer. Cool Frames does not assume any responsibility for these charges on items shipped outside the United States. We strongly recommend that our customers consult with their local Customs officials to understand and anticipate any potential fees.

Signature Waiver

All packages are dispatched using trackable services provided by USPS, UPS, or FedEx. For domestic orders, you have the option to select the Signature Waiver Option, which allows you to request a service that doesn't require a signature upon delivery. However, we strongly advise against using this option because packages without Signature Confirmation may be left unattended by delivery personnel and can become lost. If you opt for the Signature Waiver Option and your package is lost, we won't be able to assist you in recovering the item or providing compensation for the loss. Please note that we reserve the right to send packages with Signature Confirmation, even if the Signature Waiver Option was initially selected, particularly for "high-risk" orders.

Return policy

Exchange: Your satisfaction is our priority. If an item is not quite right for you, you can exchange it. Please note that Cool Frames does not cover return shipping costs. You have 14 days from the date of receiving your order to initiate an exchange.


Refund: You have 14 days from the delivery date to request a refund. To be eligible for a refund, your eyewear must be:

• Unworn and in perfect condition
• Returned in the original packaging with all accessories
• Returned in the Cool Frames box provided with your order
• Refund will be issued minus a $10 fee per each frame
• All prescription/custom lenses are non refundable

Please note that you are responsible for the return shipping costs. The original shipping cost for your order will also be deducted from your refund.


We cannot refund prescription lenses because each lens is custom cut and shaped by our opticians to fit the frame you selected, and they cannot be used with any other frame, even if someone has the same prescription.

Store Credit: Should you opt to return a purchase for store credit, the amount of your return will be credited to your account for use in future purchases. You will also receive an email containing your store credit code. You have 14 days from the date of receiving your order to initiate a return for store credit.

Coupons and Cool Cash cannot be applied to any previous purchases or exchanges.

Start a Return

ORDER CANCELATION

If you wish to cancel your order, you have a window of two (2) hours from the time of placing your order to do so, and there will be no charges for cancellation during this period. Please promptly inform us of your decision to cancel via phone or email.

If you decide to cancel your order after the initial two-hour period but before the shipment has occurred, a cancellation fee of U.S. $20 (or the equivalent in foreign currency for customers outside the USA) will be applied. This fee will be imposed on the frame and lenses, which cannot be refunded due to the commencement of work on your order.

DAMAGED OR DEFECTIVE ITEMS

We guarantee that all our frames and branded lenses are 100% authentic and free from defects. If the frame or lens you ordered arrives with any defects or damage, please inform us within three (3) business days of receiving your order. We will promptly process an exchange for your item at no additional cost to you.