Shipping & Returns

 

SHIPPING PROCEDURE

All domestic orders are shipped by insured USPS Priority mail or FedEx Ground. Please note that we reserve the right to chose the most efficient and economical method of shipment for each order.

Due to high value orders cannot be delivered without an authorized signature.If you cannot be available to sign for your package, please be sure that an adult who is authorized to sign for your package will be available at the designated shipping address.

 

In-stock items usually leave our warehouse within 3-5 business days. Please note that some items may take up to 10 business days to ship.

 

Due to dynamic nature of the market availability of the products can change overnight and we cannot guarantee availability of any particular item. We do our best to update our database constantly and show only available items. However due to the high rate of inventory turnover and changes to the product lines of various manufacturers, some items may become backordered or unavailable. We will notify you if such situation should occur with your order. Once shipped, orders usually arrive within 4-5 business days.

 

Express shipping is available for in-stock models shipped to billing address only. When placing your order after 1pm (Eastern), Monday through Friday, excluding weekends and holidays, please remember to add one business day to the delivery time for processing, pulling, and preparation of your order for shipment.

Furthermore, FedEx or DHL carriers do not pickup and/or deliver on weekends or holidays. We are not responsible for the delivery practices or policies of any carrier, or for any shipping delays caused by weekends or holidays

Please note if you provide us with shipping address that is different from billing address  we may ask you for an additional proof of identity. According to our merchant provider's policy this rule must be applied to ALL  orders shipped where the shipping destination country is different than the country where the credit card is issued.

We accept copy of your government picture ID and/or Utility bill along with a copy of credit card. Policy above applies to credit card orders only.

 

Please note: large or wholesale orders as well as all express shipments will be shipped to Billing address ONLY.

 

PRODUCT INSPECTION

Please remember that when the order arrives it is your responsibility to ensure that the product has not been damaged in transit by the freight company. Inspect the box for external damage, remove the packaging and inspect the contents for any physical damage in the presence of the delivery driver. If there is any damage, visible or not, you must indicate such on the delivery receipt. If there is extensive damage to the box, refuse delivery and contact a Customer Service immediately.

 

Remember, that when you sign the delivery ticket and do not note any damage, the unit becomes your property!

 

Again, please take the time to inspect the delivery and if there is any damage be sure to note it on the delivery ticket. If the damage is severe enough to render the product inoperable or unusable, please refuse the shipment and contact us immediately at shipping[at]crystalshades.com with ATTN: SHIPPING PROBLEM in the subject line.

 

Concealed damage is almost impossible to prove if no notation was made at the time of delivery. However, if you discover internal (non-visible) damage please contact us within three (3) business days for instructions. We will work with you and the carrier to resolve the issue to the best of our ability.

 

RETURNS AND EXCHANGES

 

Customer's satisfaction is our top priority. We do understand that shopping online for eyewear can be challenging. This is why we try to make the return process as simple as possible.

 

If you are not 100% satisfied with your purchase, we offer a one-time return or exchange on the item(s) in brand new and unused condition (please read the definition below) with barcode security label attached and all papers, cases and cleaning cloth in their original condition.

 

We will accept the return of merchandise for refund if it was shipped back within 5 days of delivery date.

 

We will credit or refund the value of the merchandise total and any taxes you were charged less shipping costs. If you received complimentary shipping,  an actual shipping cost will be deducted from your refund.

 

Please note that we are not responsible for any shipping charges of merchandise being returned to us. When sending your package back to us please understand that we cannot accept responsibility for lost packages. No refunds or credits will be given for lost  returns. For this reason, we advise you to use USPS Priority mail with  delivery confirmation as the method of shipping. You will then be able to track your order on the USPS website and have proof we received your return.

 

In case of exchange, the original purchase amount less shipping costs will be applied toward your new purchase. Additional shipping charges will apply and be automatically charged to Credit Card on file.

Please note that all special order items are final sale. We cannot accept returns/exchanges on these items.

 

Due to high ordering volume please allow a minimum of 14 business days for us to process your return or exchange.  Adjustments to credit cards usually appear within 4-5 business days however please note that it could take up to two billing cycles.

 

All returned items are carefully inspected upon receipt for signs of wear prior to the issuance of any refunds, exchanges or credits. Brand new and unused condition means that there are no marks, scratches, or blemishes on the item; the security tags are still attached and there are no signs of wear on the tags (such as the hologram, security tag/barcode or shipping tags), cleaning cloth or the case. We sell only brand new items and cannot accept a return of any item with any indication that it has been used. In such cases, the item will be returned to the purchaser.

 

RETURN/EXCHANGE AUTHORIZATION

Please contact us for instructions and obtain return address prior to returning your item to us: we cannot accept responsibility for unauthorized returns.

Please contact us for  return instructions.

 

CrystalShades.com is not responsible for lost returns or packages that are not returned in accordance with these terms.

 

***If you received damaged or incorrect merchandise, please contact a Customer Service as soon as possible (no later than 3 business days after receipt). If there is extensive damage to the box, refuse delivery and contact a Customer Service immediately.

 

UNCLAIMED/REFUSED PACKAGES OR RETURN DUE TO WRONG ADDRESS

Please note that you're responsible to provide us with correct shipping address.

In the event you provided us with the wrong shipping address or of the package was unclaimed  and was returned to us, you will be responsible for the shipping charges associated with re-shipping the package to you.  If you decide to cancel order, the shipping cost and any return charges levied by the carrier to us will be charged to your account. 

This applies to all orders, regardless if you qualified for free shipping initially.  The free shipping only applies to the ORIGINAL order, and not for re-shipping due to customer input of wrong delivery address.