Customer Service

QUICK CONTACT INFORMATION

 

BY PHONE:

1-866-MOSCOTS (1-866-667.2687) Toll Free

Monday-Friday, from 10:30am-6pm EST

 

BY LIVE CHAT:

Click in the bottom right hand corner of the screen to chat with our customer service ambassadors

Monday-Friday, from 11am-6pm; Saturday 11am-5pm and Sunday 12pm-5pm EST

 

BY EMAIL:

support@moscot.zendesk.com

Emails will be responded to within 12 hours

 

BY SNAIL MAIL:

MOSCOT CUSTOMER SERVICE

69 W 14th Street

New York, NY 10011

 

BY FAX:

212-647-1650

 

 

SHOP LOCATIONS 

108 Orchard Street

New York, NY 10002

212.477.3796

(SE corner of Orchard & Delancey Streets)

Monday – Friday 10:00am to 7:00pm

Saturday 10:00am to 6:00pm

Sunday 11:00am to 6:00pm

VIEW MAP

 

69 West 14th Street

New York, NY 10011

212.647.1550

(NE corner of 14th Street & 6th Avenue)

Monday – Friday 10:00am to 7:00pm

Saturday 10:30am to 6:00pm

Sunday 12:00pm to 6:00pm

VIEW MAP

 

159 Court Street

Brooklyn, NY 11201

718.551.0591

(Between Dean & Pacific Streets)

Monday – Friday 10:30pm to 7:00pm

Saturday 10:30am to 6:00pm

Sunday 12:00pm to 6:00pm

VIEW MAP

 

MOSCOT Seoul

A32 1F Fineapple Mall

19-9 Jamsil-Dong, Songpa-Gu

Seoul 138-220

South Korea

82 (0)2.415.5546

Monday – Sunday 10:30am to 9:00pm

VIEW MAP

 

MOSCOT Tokyo

Dai-2 Kuyo Building, Room 102

5-10-2 Minami-Aoyama Minato-ku

Tokyo 107-0062

Japan

+81 3.6434.1070

Monday – Sunday 12:00pm to 8:00pm (Closed Tuesdays)

VIEW MAP

 

 

AUTHORIZED MOSCOT STOCKIST LOCATOR

Find the Locations for our Stockists by navigating to our store locator.

 

 

ORDER STATUS

Returning Account Holders

Howdy! To access your account, please enter your email, and password and click “Sign In”

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ORDERING AND PAYMENT

Ordering MOSCOT

There are a myriad of ways to order MOSCOT eyewear, and MOSCOT Living products:

  • Since you’re already here, via our website (moscot.com)
  • Or if you’d rather speak with a human being, by phone (1-866.MOSCOTS)
  • Or if you like to type, by email (support@moscot.zendesk.com)
  • Or if you’re local, we’d love to see you at one of our three NYC Shops (SEE ABOVE on THIS PAGE)
  • Not in NYC? Not a problem! Find an authorized MOSCOT Stockist near you! (FIND NOW)

 

Ordering MOSCOT with a prescription:

To order MOSCOT eyewear with a prescription, you’ll need a valid eyeglass prescription, and your pupillary distance (PD). If ordering online, simply choose your frame, then follow the instructions to fill in your prescription and PD. If ordering by phone or email, you’ll need to email or fax a copy of your prescription, along with your PD.  In person, please bring your prescription with you (or you can email/fax it to us later).

 

Payment Methods & Options

We accept Visa, MasterCard, Discover and American Express credit cards.

 

Insurance

MOSCOT is a VSP provider, but benefits may only be used for purchases made in person in our NYC shops. However, you may use your FSA (Flexible Spending Account) or HSA (Health Savings Account) cards to make online purchases.

 

Sales Tax 

New York State residents are subject to local sales tax.

 

SHIPPING AND DELIVERIES

Orders are processed Monday through Friday, excluding holidays. Orders received on weekdays after 12pm EST, or on weekend days or holidays, will begin processing the next business day. Order processing and shipping time varies depending on the type of lens ordered, the availability of merchandise, shipping method chosen, and our inspection process (we want to make sure your frames are perfect when you receive them!).

Once your eyeglasses are ready we can messenger them to you (if you’re local), or we can ship them to you anywhere in the world!

ALL ORDERS ARE SHIPPED VIA FEDEX. Your order confirmation email will include a FedEx tracking number so you can see exactly when your order will arrive.

 

 

INTERNATIONAL ORDERS

All international orders ship via FedEx International Economy, and shipping charges are calculated based on the prevailing MOSCOT/FEDEX rate schedule. Sorry, but MOSCOT is NOT responsible for any additional international customs or duties charged by the recipient’s home country. Your order should arrive within one to two weeks of shipping.

 

CHANGES TO PENDING ORDERS

If you need to change an order you’ve already placed, please contact us immediately at 1-866-MOSCOTS or email us at support@moscot.zendesk.com.

If your item has not yet shipped, your order will be cancelled and your card will not be charged.

However, for customized lenses, including prescription, non-prescription anti-reflection coating, and other special coatings, we will only honor the cancellation until 2pm EST the following business day for a full refund.

 

RETURNS AND EXCHANGES

If it’s not love at first sight with your new glasses, MOSCOT will gladly accept returns and exchanges as follows:

 

FRAME ONLY & SUNGLASSES (NON PRESCRIPTION LENSES)

You may return your glasses for a full refund or shop credit, less shipping charges, within 30 days from date you receive your purchase, provided merchandise is in its original condition, and accompanied by its original packaging, with valid proof of purchase, as determined by MOSCOT personnel. Please note, shipping charges are non refundable. Customers are responsible for any charges incurred shipping product back to MOSCOT. Please insure your package, as we are not responsible for any product lost in transit.

 

FRAMES WITH PRESCRIPTION & CUSTOM LENSES (INCLUDING SUNGLASSES)

You may return your glasses for a full refund or shop credit, less shipping charges, within 30 days from date you receive your purchase, provided merchandise is in its original condition, and accompanied by its original packaging, with valid proof of purchase, as determined by MOSCOT personnel.

Unfortunately, customized lenses (including customization of MOSCOT branded sunglass lens colors, i.e. any non standard MOSCOT branded sunglass frame and lens color combinations), AND/OR prescription lenses, CANNOT be refunded or exchanged. If possible, we’re happy to reuse your lenses in a new frame purchased at MOSCOT. If new custom and/or prescription lenses are required, we’re happy to extend a 30% discount towards the cost of new lenses fabricated at MOSCOT.

It is the responsibility of MOSCOT to accurately fill your prescription. However, should your doctor change your prescription within 30 days of delivery of your frames, MOSCOT will remake your lenses according to your doctor’s written directions. This service will only be provided one time, and your original lenses must be returned to MOSCOT (at customer’s expense); a labor charge of $30 may be applied.

If you are unable to comfortably adapt to your new progressive lenses within 90 days of dispense, you may switch to another type of lens at no additional charge. Please note you will not be reimbursed for the difference in price between your progressive lenses and replacement lenses.

 

MOSCOT LIVING ACCESSORIES

You may return MOSCOT living products for a MOSCOT shop credit only within 30 days from date you receive your purchase, provided merchandise is in its original condition, and accompanied by its original packaging, with valid proof of purchase, as determined by MOSCOT personnel.

 

HOW TO RETURN YOUR ORDER

(Based on stated return policy above)

  • Fill out Return Form included with your online order, indicating return or exchange and reason for return
  • Pack frames safely to prevent damage
  • Ship via UPS or FEDEX (so a tracking number is attached to the delivery) to:

MOSCOT

Attn: Customer Returns

1402 Plaza Avenue

New Hyde Park, NY 11040

 

PURCHASED MOSCOT FRAMES AT A SPECIALTY RETAIL OR OPTICAL SHOP? 

We’re sorry, but unfortunately we cannot accept frame returns purchased at other shops (i.e. frames NOT purchased online at moscot.com or at our MOSCOT NYC Shops). Your eyewear must be returned to your original place of purchase, and is subject to the individual shop’s return and exchange policy.

 

WHOLESALE DISTRIBUTION

For more information about becoming a wholesale or retail account, please email wholesale@moscot.com.

For existing wholesale and retail account partners, please log in:

Email

Password

Forgot Your Password?

 

CAREER OPPORTUNITIES

Interested in becoming a member of our family? Email us at work@moscot.com.

 

DONATE TO THE MOSCOT MOBILEYES FOUNDATION

The MOSCOT Mobileyes Foundation’s mission is to preserve sight and improve lives by providing free medical eyecare and prescription eyewear to those in need. For many of these men, woman, and children, our help marks the first time in their lives they will experience corrected vision, enabling them to learn in school, gain employment, or care for themselves and their families. You can help us fulfill our mission to help others by donating to our cause. Your contribution will make an immediate difference.

The MOSCOT Mobileyes Foundation is a 501 (c) (3) non profit organization. Your donation is tax deductible.

Please click here to make a donation.

 

FREQUENTLY ASKED QUESTIONS

Do you perform eye examinations? 

Yes! MOSCOT Eyecare, the medical eye health division of MOSCOT, provides comprehensive eyecare services. From routine eye examinations and vision exams for corrective lenses (eyeglasses and contacts), to sophisticated eye health assessments including early cataract and glaucoma detection, MOSCOT Eyecare offers a wide array of specialized exams using the latest technology available for the most accurate diagnosis of a full range of medical eye conditions and maladies.

 

How do I make an appointment? 

To schedule an appointment, or for more information, please contact a MOSCOT Patient Coordinator by calling 1.866.MOSCOTS (1.866.667.2687)

 

Can you put my prescription in any pair of glasses? 

Yes, we can work with you to find a suitable pair of prescription glasses to meet your needs.

 

How do I send my prescription to you?

If you’re shopping online, simply choose your frame and follow the instructions to fill in your prescription. Or, you may email (eyecare@moscot.com) or fax a valid copy of your latest eyeglass prescription along with your pupillary distance (which your doctor or any optician can provide) when ordering, and you’ll be good to go!

 

Do I need to know my PD, and if so, how do I measure this? 

Your pupillary distance (PD) is the distance between your pupils, measured in millimeters, and we need this measurement to correctly center your prescription in your new frames. Your doctor did not include your PD in your prescription, we’re happy to measure it for you in our Shops.

 

What type of insurance do you accept? 

MOSCOT is a VSP provider, but benefits may only be used for purchases made in person in our NYC shops. However, you may use your FSA (Flexible Spending Account) or HSA (Health Savings Account) cards to make online purchases.

 

Do you sell gift certificates? 

Online we do offer gift certificates for you to gift to your friends, family, and collegues.  Please navigate to MOSCOT Gift Certificate to place your order today.

 

How do your E-Gift cards works?  

Coming soon

 

Safe & Secure Ordering

Shopping at MOSCOT online is safe and secure. We are the only ones who can view the information you send us, so no need to worry.

 

MOSCOT - NYC SINCE 1915