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Shipping & Returns

PLEASE NOTE: THE BELOW POLICY IS FOR ONLINE ORDERS ONLY. IF YOU MADE YOUR PURCHASE IN A NEW YORK CITY BASED MOSCOT SHOP PLEASE REFERENCE OUR RETURN POLICY HERE.


ONLINE RETURNS


**PLEASE NOTE: This policy is effective as of July 1st, 2018. For any order placed before July 1st, 2018 please e-mail support@moscot.com or call us at 1-866-667-2687

US Orders:
We accept returns of non-prescription items ordered from moscot.com within 10 days of delivery. The item(s) must be unused, unworn, and free of damage. All original packaging must be intact (chamois, case, and warranty card). Slightly imperfect and Kaput MOSCOT frames are final sale. 

And don’t worry, return shipping is on us!

Please note: We can only accept returns on products that were purchased through moscot.com.

International Orders: Unfortunately, we are unable to accept returns on orders shipped outside of the United States.

How do I return my order?
To return your moscot.com purchase, please submit the return request in your order details located in your account. Please make sure to print your return authorization and include it in the return box. Please allow 5-7 business days for processing, once your return has been received - you can track this in your account details. 

For refunds, the return value is determined by the purchased retail price of the item. Shipping charges are non-refundable.
Please note: All refunds will be credited to the original payment method or moscot.com credit will be offered.

Can I return my online order at a MOSCOT shop?
Yes! We gladly accept returns from moscot.com at any of our New York City locations if it meets the requirements above. You can find the closest shop near you here! Unfortunately we are unable to accept returns from online orders at our international MOSCOT Shop locations (London, Rome, Tokyo, Seoul) at this time.

Whoops! I made a mistake on my order!
Not a problem! We are able to make any changes or cancellations to your order up to one (1) hour after you complete your purchase. Please e-mail support@moscot.com or call us at 1-866-667-2687 if you need to make any modifications. Unfortunately after (1) hour no modifications can be made and we will have to refund your order.

Oh no! I need to update my shipping address on my order!
We are able to update your shipping address up to one (1) hour after you complete your purchase. If your existing order is in-transit, we will happily re-route your package to a new address for an additional fee of $40.

Can I return my frames with prescription lenses?
We will gladly accept returns on frames that contain single vision (standard, advanced or premier) prescription lenses. We are unable to accept returns on any upgraded* single vision lenses. A $50 re-stocking fee will be incurred and deducted from your refund amount. There is a limit of one return on frames with single vision prescription lenses per order.

Due to the customized nature of progressive prescription lenses, all orders containing progressive (multifocal) prescription lenses will not be refunded and are final sale.

Thanks for accepting my return! But why haven’t I received my refund?
Once your return has been processed, it may take up to 10 business days to reflect in your bank account, depending on your bank’s processing time.

Wait! I still have questions!
We’re here for you! Please e-mail support@moscot.com or call us at 1-866-667-2687 if you have any questions regarding your return or refund!

MOSCOT reserves the right to refuse transactions, shipments and returns on all moscot.com orders.

*Upgrades include but are not limited to; custom-made tints, blue protect, transitions and/or 1.74 high-index add-ons.

ORDER PROCESSING + SHIPPING TIMELINES

ORDER PROCESSING TIMELINES
Orders placed before 12pm EST will begin processing immediately, orders placed after 12pm EST will begin processing on the next business day. 
Please note, orders placed after 12pm EST on Friday will be processed starting Monday.

Non-Prescription Orders: 1-2 Business Days

Standard Single Vision Orders: 1-2 Business Days

CUSTOM MADE TINTS: 1-2 Business Days

Advanced and Premier Single Vision Orders: 2-4 Business Days

Progressive Prescription Orders: 5-7 Business Days

Polarization Add-On (Not Including Non-Prescription LEMTOSH-P): 3-5 Business Days

Transitional Add-On: 3-5 Business Days

Blue Protect Add-On: 3-5 Business Days

Hi-Index 1.74 Add-On: 1-2 Business Days

SHIPPING TIMELINES

Please note these timelines are in addition to ORDER PROCESSING TIMELINES

US Orders:

Ground Shipping: 2-7 Business Days

2-Day Shipping: 2 Business Days, $25 flat rate to anywhere in the United States.

Overnight: If you placed your order by 11am EST, this will be delivered by 10:30am the following business day once your order has been processed. We offer overnight shipping for a flat rate of $35 to anywhere in the United States.

International Orders:

DHL Express Worldwide: 1-4 Business Days

Wait! I still have questions!

We’re here for you! Please e-mail support@moscot.com or call us at 1-866-667-2687 if you have any questions regarding your return or refund!

MOSCOT reserves the right to refuse transactions, shipments and returns on all moscot.com orders.