QUICK CONTACT INFORMATION
Monday-Friday: 10:00am – 7:00pm EST
Saturday: 10:00am – 6:00pm EST
Sunday: 11:00am – 6:00pm EST
Please allow 24 hours for a response
Wholesale Inquiries: email@example.com
Public Relations Inquiries: firstname.lastname@example.org
How do I place an order for frames or sunglasses?
You can place an order directly on the website by selecting the frame size and color on the product page. After you add the item(s) to your shopping cart, you may proceed to checkout and complete your order. You can also place an order by calling MOSCOT Customer Service at 1-866-MOSCOTS, or by emailing us at email@example.com.
How do I order MOSCOT Eyewear with prescription lenses?
To order MOSCOT Eyewear with a prescription, you need a valid eyeglass prescription and your pupillary distance (PD) measurement. Your PD is the distance between your pupils, measured in millimeters, and we need this measurement to correctly center your prescription in your new frames. If your doctor did not include your PD in your prescription, please contact Customer Service at firstname.lastname@example.org.
On moscot.com, select your frame size and color, select ADD LENSES and then follow the instructions to fill in your prescription and PD. When ordering by phone or email, please email a copy of your prescription and PD to email@example.com. You may also fax it to us at 212-477-3764.
What is a valid prescription?
A valid prescription is signed by a licensed eyecare provider and is not expired. Depending on local and state laws, your prescription may be considered valid between 1-2 years from the date of examination.
What forms of payment do you accept?
We accept Visa, MasterCard, Discover, American Express and PayPal.
Is my payment secure?
Protecting your sensitive data is important to MOSCOT, and to insure a secure checkout process, our site features an SSL certificate. Our SSL connection protects your sensitive data, such as credit card information, exchanged during our secure checkout process.
Do you accept insurance?
Beginning June 1st, 2017, MOSCOT will be an Out-of-Network VSP provider. Out-of-Network VSP Benefits will be accepted for eye examinations and you will only be responsible for your customary copay and contact lens evaluation fees (same as before-no change). As an Out-of-Network VSP provider we will extend 25-35% off our retail pricing for a complete pair of prescription eyeglasses purchased in person at one of our NYC Shops.
Do you accept FSA and HSA?
You may use your FSA (Flexible Spending Account) or HSA (Health Savings Account) cards to make online purchases towards prescription glasses.
Is sales tax added to my order?
New York State residents are subject to local sales tax.
How long does it take to process my order?
Orders are processed Monday through Friday, excluding US holidays. Orders placed on weekdays after 12pm EST, or on weekends or holidays, will be processed the following business day. Order processing time varies depending on the type of lenses ordered, the availability of merchandise, and our inspection process.
Please use this as a general guide for processing times:
- Frame only (Including non-custom Sunglasses): 1 – 2 business days
- Frame with Single Vision or custom Sunglass Lenses: 3 – 5 business days
- Frame with Progressive Lenses: 7 – 10 business days
How will you ship my order?
All orders are shipped via FedEx. When your order is shipped, you will receive an email with your FedEx tracking number. For approximate times please reference the Shipping Chart.
Domestic US orders are eligible for free Ground shipping with purchases made over $200.00.
Do you ship internationally?
Yes, we ship internationally. All international shipping charges are calculated based on the prevailing MOSCOT/FEDEX rate schedule.
Do you ship to PO & APO/FPO Address?
FedEx does not usually deliver to PO Boxes or APO Addresses. If you would like your order delivered to a PO Box, you must provide us with a physical street address and we will ship it at your own risk. MOSCOT will not be responsible for any return charges incurred as a result of the package being rejected.
Do I have to pay customs fees on international orders?
Yes. If you are an international customer purchasing on moscot.com, you agree to pay any customs fees that may be charged by your home country. Your total purchase price will be reflected on your shipping documents.
RETURNS AND EXCHANGES
Domestic orders (US Only): You have 15 days from the date of delivery to request a return with a FREE FedEx return label. After 15 days, you are responsible for shipping all items back to us at your own expense. For refunds, items must be in original conditions and must be returned within 30 days from the date of delivery. After 30 days, you will only be eligible for an exchange or store credit online. Past 60 days, no returns will be accepted.
International orders: You have 15 days from the original date of delivery to request a return and you are responsible for shipping all of the items back to us at your own expense. For refunds, items must be in original conditions and must be returned within 30 days from the original date of delivery. After 30 days, you will only be eligible for an exchange or store credit online. Past 60 days, no returns will be accepted.
How do I return my order?
To return your online order, please request an RMA Form from your online account under My Returns: Request New Return. If you don’t have an account with MOSCOT, please contact Customer Service at firstname.lastname@example.org with the subject line “Product Return.”
Can I return customized or prescription lenses for a refund?
Customized and prescription lenses are non-refundable. These include any lenses combined with your frame order using the “Add Lenses” feature. Sunglass and fashion tinted lenses are included in this category.
If possible, we’re happy to reuse your lenses in a new frame purchased at MOSCOT. If we are unable to cut down or fit the lenses into the new frame, we’re happy to extend a 30% discount towards the cost of new lenses fabricated at MOSCOT.
What if I can’t adapt to my new progressive lenses?
If you are unable to comfortably adapt to your new progressive lenses within 90 days of delivery, we will gladly provide you with Single Vision lenses at no additional charge. Please note: you will not be reimbursed for the difference in price between the progressive lenses and these replacement lenses.
Can I return my exchange order for a full refund?
Yes, but please abide by the return policies stated above.
Am I responsible for shipping charges on an exchange order?
After returning your original order within the above stated return policies, MOSCOT will cover the shipping charges back to you on your first exchange only.
The frame I’m looking for is out of stock. When will it be available again?
If the frame you’re looking for is out of stock, please sign up for out-of-stock notifications on the product page. After you select the size you would like, the out-of-stock field will appear. Please enter your email address and we’ll notify you when the frame is back in stock.
What are retired frames?
Our Retired Collection is comprised of classic styles from prior seasonal releases that are still available!
Do you sell Gift Certificates?
We offer digital E-Gift Certificates for use on moscot.com. The certificate is a unique code which is emailed to the recipient of the gift on the date of your choosing. The E-Gift Certificate can only be redeemed in the Cart, prior to checkout, by entering the gift code in the Gift Certificate field.
E-Gift Certificates are Non-Refundable.
Where are your frames made?
MOSCOT Eyewear is designed and prototyped in our New York City Studio. The frames are then manufactured and hand-made in our factory in China utilizing the finest Italian acetates and hardware. Each frame sold is Quality Controlled in our New York City labs and meets MOSCOT’s rigorous standards of quality and excellence.
I have a nickel allergy. What type of frame should I buy?
If you have a Nickel Allergy we recommend choosing an acetate frame from our Originals Collection or a frame from our Titanium Collection.
How do I clean my glasses?
For a quick clean, blow loose particles off your frames first, and then clean with the MOSCOT Chamois provided with your glasses.
For a deep clean, add a drop of liquid dish soap (moisturizer-free) to a bowl of water big enough to submerge your frames. Soak for a few minutes, then wipe clean with a premium paper towel (cheap paper towels or tissue paper can contain wood fibers that may scratch your lenses) or a soft cloth.
How do I know which size to order?
Sizing largely depends on your individual facial features and head size, as well as your personal style. For more information about sizing, please see the Help Section for Frame Features page.
Please email email@example.com with the subject line REPAIR INQUIRY and make sure to include the following details:
- Name of style, size & color
- Proof of purchase with date (Approximate date of purchase is acceptable)
- Name of MOSCOT SHOP/Authorized Retailer where purchase was made
- Send us pictures! Please note, if you own The LEMTOSH, The MILTZEN, The YUKEL or The NEBB, you must include an angle that clearly shows the hinges.
- Reason for repair – How did your eyewear break? The more detailed, the better.
A customer service ambassador will assess your request and confirm how we may be able to proceed. Please allow 1-3 business days for a response!