RX DELIVERY + RETURNS

HOW LONG DOES IT TAKE TO COMPLETE MY ORDER?

• For online orders, you'll receive your prescription glasses within 17-20 days after your prescription is validated. After submitting your order, please allow up to 10 days before receiving a shipping confirmation email.

HOW WILL I KNOW WHEN MY ORDER IS ON THE WAY?

• Following your order confirmation, you will receive an email confirmation with a tracking number once your order has shipped.
• QUAYRx glasses are custom-made for you, so it can take up to 14 days to receive a shipping confirmation. Need more info? Email us at QUAYRx@quayaustralia.com.

HOW DO I CHECK THE STATUS OF MY ORDER?

• Email us at QUAYRx@quayaustralia.com.

WHAT IS THE RETURN POLICY ON PRESCRIPTION GLASSES?

• For QUAYRx purchases made at a store, stop by the location you bought your glasses + return them within 30 days.
• For QUAYRx purchases made on Quay.com, initiate your return within 30 days here: https://www.quay.com/returns

WHAT IS YOUR WARRANTY/GUARANTEE?

• LIMITED WARRANTY FOR THE UNITED STATES – SUNNIES, PRESCRIPTION GLASSES, AND BLUE LIGHT GLASSES 

  What Does this Limited Warranty Cover? 

  Subject to the requirements, limitations, disclaimers and exclusions set forth in this Limited Warranty, Quay warrants that the products set forth below against manufacturing defects for one year from the date of purchase as indicated on the purchase, receipt, or invoice, on sunnies, prescription, and blue light glasses.

  Quay will offer a repair or replacement (at Quay’s option and where possible) for genuine Quay products covered by this limited warranty during the applicable warranty periods described above.   

  What Does this Limited Warranty Not Cover? 

  Glasses (Sunnies and Prescription) 

  This Limited Warranty does not cover claims or damage caused by the following: 

  • Scratches (see below); 
  • Accidental damage or misuse, as determined in Quay’s discretion; 
  • Fading or peeling of frames;  
  • Loss of screws due to neglect; and 
  • Normal wear and tear.   

  Because Quay cannot control the quality of products sold by unauthorized sellers, this warranty applies only to Products that were purchased from Quay or a Quay authorized seller in the United States, unless otherwise prohibited by law.  Quay reserves the right to reject warranty claims for Products purchased from unauthorized sellers, including unauthorized Internet sites/marketplace storefronts. Warranty service for scratches on prescription glasses only: Provided you contact Customer Service within 30 days of receipt of your glasses, Quay will provide a replacement for prescription lenses that are scratched upon receipt from Quay, in accordance with the procedure below. 

  How Can You Get Service? 

  For manufacturing and material defects, contact Quay Customer Service via email at customercare@quay.com.  If you chose to email us, please include “Warranty” followed by your Order Number (if applicable) in the subject line. In the email, please provide a description of the issue and a picture of the product, including the damage or defect, a copy of your receipt or other proof of purchase.  

  You may also mail this information to us at your cost. The business address for warranty claims is: Quay Eyeware, Inc., 465 California, Suite 1250, San Francisco, CA 94104.

  Quay Customer Service will review the request and decide whether this Limited Warranty applies. Quay may ask you to provide further information or photographs to assist us with processing your warranty claim or to send the product to Quay. If your product is covered by this Limited Warranty, Quay will provide a replacement product less any applicable costs.  If Quay determines it is not covered, we will notify you by email. You are solely responsible for any expenses of claiming the Limited Warranty (if any), unless agreed in writing by Quay at its sole discretion.   

  In the event we no longer carry the original style of glasses in stock, we will replace your glasses with an equivalent frame. 

  To the extent permitted by law, this warranty is exclusive and in lieu of any other warranty, written or oral, including but not limited to any express warranty of merchantability or fitness for a particular purpose. The duration of any implied warranties, including any implied warranty of merchantability or fitness for a particular purpose, are limited in duration to the duration of this limited warranty. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. Your exclusive remedy for breach of this warranty, of any implied warranty, of any other obligation arising by operation of law, or otherwise, shall be limited as specified herein to repair or replacement, at our sole option. Responsibility for incidental or consequential damages is expressly excluded.  Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. 

  This warranty gives you specific legal rights, and you may have other rights that vary from state to state.

  Questions? 

  Contact customercare@quay.com for more information. 

  This Limited Warranty is given by: 

  Quay Eyeware, Inc.

  Phone: 877.505.7829 

  Email: customercare@quay.com  

   

  Updated: August 30, 2024