Frequently Asked Questions (FAQs)

NURILENS POLICIES & TERMS

For your convenience, here are the links to all of our policies & terms:

 

PRODUCTS & MATERIALS

How will I know which frame(s) will fit me best?

We provide measurements for each frame on each product page. If you currently own a pair of frames, there are three numbers on the inside temple that can help you determine which size fits you best.

You can also use our "virtual try-on" tool to see how the frames look on you. 

What are the frames made of?

All of our frames are made mostly of FSC-certified, eco-sustainable wood. Some also have eco-friendly metal and acetate material as part of the design. You can learn more information on each product page.

How do I take care of my frames?

  • Wipe them down after each use.
  • Keep them cool.
  • Keep them dry.

Learn more by visiting our care and maintenance page.

What are the features of the lenses?

All of our lenses are blue-light-blocking, scratch-resistant, UV-protectant, anti-reflective, high-index, and hydrophobic.

Can I buy the frames and take them to my eye doctor to put in my prescription lenses?

Absolutely, our frames are optical frames, so the lenses can be switched out. Note that our Warranty does not cover damage from third-party alterations.

What are blue-light blocking lenses?

Blue-light-blocking lenses, also known as blue-light filters, block blue light from electronic devices. These lenses help reduce eye strain from prolonged screen use. Click here to learn more about blue-light blocking lenses.

PRESCRIPTIONS

Do you take prescriptions?

Yes, we take prescriptions for all lenses. Note that they must be within 24 months (2 years) of having been filled. You will need to obtain it from your doctor and provide it to us after selecting your frames of choice for verification purposes. Please see our prescription policy for more information.

Can I buy the frames without a prescription?

Absolutely! Frames can be purchased with or without a prescription.

How much do prescription lenses cost?

Prescription lenses are available for an additional fee that varies by lens type. Pricing is listed on each product page.

How long do I have to submit my prescription?

You have up to 12 months from the date of your order to submit your prescription. If we do not receive a completed prescription within 12 months, your order will be canceled, and a store credit will be issued. Please see our prescription policy for more information.

What health benefits do you accept?

We accept Flexible Spending (FSA) and Health Spending (HSA) Accounts as forms of payment. We do not accept insurance directly; we can provide an itemized receipt upon request, which may be submitted to your insurance provider for out-of-network reimbursement.

WARRANTY & REPAIRS

What does your warranty cover?

We offer a 1-year warranty on all frames and accessories covering manufacturer defects, faulty workmanship, and materials.

Lenses are covered for defects, wrong lens type, and scratches for 14 calendar days from delivery. After the 14-day lens window, lens services are available at our standard lens replacement pricing.

You can purchase NURICARE at the time of your order for added protection covering personal damage to frames or lenses (one-time use within the warranty period). Even after your warranty expires, we offer paid lens replacement and lens transfer services.

Visit our warranty page for more information. If you have an issue with your order, please submit a claim through our Customer Inquiry Form.

Are the Swen Essentials collection returnable or under warranty?

No. The Swen Essentials Set, Netwaye Lens Cleaner, Kenbe Frame Anti-Slip Nose Pads by Setex®, and their Mini (Sample) versions are final sale. They are not eligible for returns, exchanges, or refunds, and they are not covered by the frame warranty. As consumable care items, all sales are final once shipped or picked up.

What is NURICARE?

NURICARE is an optional protection plan available for purchase at the time of your order. It provides one (1) covered service within the 12-month warranty period. This means if your frames are damaged or you need a lens replacement for any reason (including customer-caused issues), the service fee can be waived.

NURICARE is a single-use benefit. It does not extend the warranty period beyond 12 months.

What if my frames break during the warranty period?

If your frames are within the 1-year warranty period and the damage is covered under the warranty (e.g., manufacturing defects or faulty materials), we will repair or replace them at no additional cost beyond shipping. If the damage is not covered by the warranty (e.g., personal wear, breakage, or accidents), a $85 repair or replacement fee applies.

If you purchased NURICARE with your order, this fee may be waived. Please submit a claim through our Customer Inquiry Form for evaluation.

What if my frames break after the warranty period?

If your frames are between 12 months and 2 years old and your lenses are still in good condition, we offer a Lens Transfer service. You can purchase a new pair of frames, and we will transfer your existing lenses into the new pair for a $25 service fee (in addition to the cost of new frames).

If your order is over 2 years old, we recommend purchasing a new pair with fresh lenses, as frame specifications may have changed. Our team can help you find the right fit.

Can I get my lenses replaced?

Yes. If your frames are in good condition but you need new lenses (updated prescription, a different lens type, or a replacement), we offer a Lens Replacement service at any time, regardless of the order's age.

If you have NURICARE and are within the 12-month warranty period, the lens replacement may be covered at no additional cost.

How long do I have to report a lens issue?

Lens defect claims, including wrong lens type, scratches, or other quality issues, must be reported within 14 calendar days of delivery. After this period, lens services are available at our standard lens replacement pricing. Please visit our Customer Inquiry Form to report an issue.

How do I submit a service request or warranty claim?

Please visit our Customer Inquiry Form to submit your request. You will be asked about the nature of the issue, your order information, and to upload photos of the damage or lens issue. Our team will review your submission and respond within 24-48 business hours.

For my customer inquiry, who pays for shipping??

For inquiries submitted within 30 days of delivery, NURILENS provides a prepaid shipping label for sending frames to our optical lab and covers return shipping. For inquiries submitted after 30 days of delivery, shipping to our optical lab is at the customer's expense. NURILENS covers the return shipping in all cases.

ORDER PLACEMENT

I need to change something with my order. What should I do?

We begin processing orders 24 hours after you place the order. If you would like to make any changes, email info@nurilens.co and we will do our best to assist you.

How do I place an order? 

Take a look at our collection, pick out your favorite design, insert your prescription, if needed, and let us take care of the rest!

How do I inquire about the status of my order? 

To check the status of your order, click on the following to go to our Order Status Lookup page.

PROCESSING AND SHIPPING

How long do orders take to process?

Non-prescription blue light or sunglass requests take 7-10 business days to process before being shipped. Prescription requests (including readers) and sun-adaptive products take 10-15 business days to process before being shipped. 

How long is shipping?

Shipping within the United States usually takes approximately 3-5 business days. Shipping to Canada, other U.S. territories, and other countries will take longer depending on international customs processes.

Do you ship internationally?

Yes, we ship to other U.S. territories, Canada, and a number of countries around the world.

What payment methods are accepted? 

We accept all major credit cards, as well as Apple Pay and Google Pay. You can also use your FSA or HSA account.

RETURNS AND EXCHANGES

What is your return policy?

Returns initiated within 14 days of delivery are eligible for a full refund to your original payment method. Returns initiated within 15-30 days of delivery are eligible for store credit. Returns and exchanges cannot be processed after 30 days from the date of delivery.

Products must be returned in their original packaging, in new or lightly used condition, and received at our warehouse within 7 days of the return being initiated. Shipping costs for returns are at the customer's expense unless the inquiry was initiated within 30 days of delivery.

Visit our Refunds and Exchanges Policy for more information. Click on the following link to initiate a claim. 

What is your exchange policy?

Exchanges must be initiated within 14 days of delivery. Dollar-for-dollar exchanges can be facilitated for non-prescription standard blue-light-blocking glasses or sunglasses. Exchanges for non-prescription sun-adaptive glasses, readers, and prescriptions will incur an additional lens exchange fee.

Can I return international orders?

At this time, we are not able to accept returns for international shipments.

What if I need to cancel or change an order that hasn't been processed yet?

For orders that have not yet begun processing (including preorders and prescription orders awaiting your prescription details), you may exchange your frames or change your prescription before processing begins.

Cancellations within 30 days of purchase are eligible for a full refund. Cancellations after 30 days of purchase are eligible for store credit.

If you have a prescription order, you have up to 12 months to submit your prescription. If it is not received within 12 months, your order will be canceled, and a refund via store credit will be issued.

MEDICAL DISCLAIMER

NURILENS does not provide medical advice. The information provided on our website and in our communications is for general informational purposes only and is not intended as a substitute for professional eye care. Please consult your eye care provider with any questions about your prescription, vision health, or medical conditions.