RAEN Web Store Policies
Terms of Condition and Use
Thank you for visiting the RAEN Optics.com Inc. web site (the "Site"). RAEN is an independent, Southern California based, handmade optics vendor committed to the utmost quality and authenticity. The Site is designed by us, RAEN and Libre Design (powered by Coastal.com)., ("we" and "us") a company with limited liability situated in and vested under the laws of the United States, to provide a convenient, private and informative online shopping experience for consumers to purchase sunglasses, eyeglasses and related products 24 hours a day, 7 days a week. We want each visitor to the Site ("you") (i.e. any natural person acting on the Site with purposes having no relationship to his/her commercial or professional activity) to have a safe, pleasurable visit, so we have established the following general terms and conditions so that we (we and you) know what to expect from each other.
Shipping and Payment
When you place your order, you can choose your shipping method. Various shipping methods are available for all product on RAEN.com, but fulfilled product can and will only be shipped USPS. Please note that product turn around averages 72 hours for fulfilled frames, and if extenuating circumstances arise causing a delay past this 72 hours, a notification will be sent to you. Past this point, priority shipping and USPS mail can take 5-10 business days. If using a coupon code, please note that only one coupon code can be used per order and discount/terms may be changed at anytime without notice.
If you are ordering from, or shipping to, outside of the United States you will be responsible for any and all local taxes, duties or other similar charges or impositions (including VAT) associated with your purchase. By placing your order you are agreeing that you will be responsible for and will pay as due all of such amounts, as applicable
If you order frames with single vision lenses, we will manufacture your order within 2-3 business days and then ship it to you according to your chosen delivery method. If you order frames with an upgraded lens option, such as progressive lenses or higher index lenses, we will manufacture your order within 5-7 business days and then ship it to you according to your chosen delivery method. Your overall expected delivery date will depend on the delivery method chosen.
Please keep in mind that quality assurance technicians inspect and verify each and every eyeglass order. If your eyeglasses happen to fail quality assurance, your expected delivery time will be delayed.
NOTE: The title and risk and rewards of ownership of the product transfers from RAEN Optics (powered by Coastal.com) to the customer at the point of shipment. RAEN is also not responsible for any unforeseeable, uncontrollable factors that may delay your product's delivery, once your order has shipped from our warehouse. This includes, but not limited to: forces of nature, act of God, war, labor strike, or any other Force Majeure.
We accept the following forms of payment: Visa, Mastercard, Discover, or Amex. Payments can be made online.
Valid Prescription Required
You hereby certify that you have a valid prescription for the eyeglasses that you are ordering. You represent and warrant to RAEN Optics (Powered by Coastal.com) by placing an order that your information you enter into the Site is valid and true and matches exactly your prescription as provided by your eye care provider. You further certify that you will renew your prescription in strict accordance with your eye care providers suggested regime. You understand that we will not fulfill your order unless you have a valid prescription. You hereby consent to our contacting your eye care provider, or providing a copy of your original prescription to us, if necessary, to verify your prescription information and any other necessary information.
Return and Warranty
Sunglass and Accessory Product Return Policy
Our 100% Satisfaction Guarantee means that you can trust RAEN to deliver high quality, handmade eyeglasses to you at affordable prices. Our no-risk return policy means that you can order glasses, try them on, and, if you're not satisfied, return them, together with the complimentary accessories and all packaging shipped to you, within 30 days of the date of purchase. If you'd like to return your sunglasses, simply use the hyperlink provided to you in our order confirmation email to request an Return Authorization number to be generated for you or email [email protected] explaining the nature of your return and all necessary details. Once approved, an RMA Number and further instructions will be emailed to you directly. Return shipping to our warehouse, in all circumstances, is the responsibility of the customer. Upon resolving the issue for the customer, be it repair or replacement, RAEN wil gladly cover the shipping back to the customer.
If issues experienced with frame include manufacturers defect, or an issue resulting from an inherent flaw in the product, RAEN provides a 365 day return policy from the time of purchase. If you'd like to return your sunglasses, simply use the hyperlink provided to you in our order confirmation email to request an Return Merchandise Authorization number to be generated for you or email Returns@RAEN.com explaining the nature of your return and all necessary details.
Customer service is of the utmost importance to the RAEN team, and therefore if there are extenuating circumstances surrounding your return that cause failure to meet the above return requirements, please reach out to our Customer Service team for help:
Fulfilled Prescription Return Policy
No Risk Return Policy. Our 100% Satisfaction Guarantee means that you can trust RAEN to deliver high quality, handmade eyeglasses to you at affordable prices. Our no-risk return policy means that you can order glasses, try them on, and, if you're not satisfied, return them, together with the complimentary accessories shipped to you, within 30 days of the date of purchase. If you'd like to return your eyeglasses, simply call our professional Customer Care representatives toll-free at 1-855-740-4277 for a return authorization number, or email [email protected]
We will issue a full refund or replacement of goods in all instances where
1. prescription eye glasses or related products are supplied to the wrong specification as per your prescription;
2. eye glasses or related products are supplied damaged; and
3. the products you have ordered are returned to us as undeliverable by the postal service.
4. product is returned in new condition within 30 days of purchase.
In all instances (save returns to us as undeliverable) you should contact our customer services to request a return and the relevant return address. A refund or replacement will be issued to you following their receipt at that address within 30 days of that date. If goods are returned as undeliverable, you will be contacted by email for confirmation of the delivery address. If no reply is received within a reasonable period and in any event within 30 days of the return of the goods, then a refund will be made within 30 days of that date.
We may refuse to accept future orders from those who have made previous unsubstantiated claims for non-delivery of goods. Refunds will be limited to the maximum value of the original order, including delivery charges and will only be issued against the same credit or debit card account as supplied to pay for the goods. We reserve the right to proportionately reduce the level of the refund if only some of the original quantity of eyeglasses or related products is returned, or if it is clear that some of the products have been used. In the case of goods returned under your cooling off right, these must be returned undamaged and unused to qualify for a refund (no open packages).