WHAT DO I GET WHEN I ORDER PRESCIPTION GLASSES?

• Starting at $165, our QUAYRx glasses include frames + prescription lenses with serious specs appeal. Our prescription lenses are high-index and feature blue light filtering, anti-reflection, UV protection, and scratch- and smudge-resistance. Plus, all orders come with a hard case + microfiber cloth.

Do you have PRESCRIPTION SUNGLASSES?

• Absolutely! Check out our full prescription sunglasses collection here.

TELL ME ABOUT THE LENSES. WHAT FEATURES ARE INCLUDED?

• Blue light technology
• Anti-reflective, scratch + smudge-resistant coating
• 100% UVA/UVB protection
• Thin, light, and 1.60 high-index lenses

WHAT IS UVA/UVB?

• UV rays – or ultraviolet radiation – is the part of sunlight that can cause sunburn, skin damage, and skin cancer. Like sunscreen for your skin, UV protection can help protect your eyes from harmful rays, which can cause damage to your eyes and the skin around your eyes.

WHAT IS BLUE LIGHT TECHNOLOGY?

• Quay Blue Light glasses feature lenses with Blue Light Technology, which may help filter certain High Energy Visible (HEV) light from digital screens that, in some people, may contribute to symptoms like tired eyes, vision blur, and sleeplessness.

WHAT DOES ANTI-REFLECTIVE MEAN?

• Anti-reflective coating is a great solution to help reduce haze or glare from poor lighting conditions. The visual benefits of lenses with anti-reflective coating may include sharper vision with less glare and greater comfort during prolonged screen time.
• With reflections reduced, the lenses look nearly invisible, drawing more attention to your eyes and helping you make better "eye contact" with others.

WHAT IS A HIGH-INDEX LENS?

• High-index lenses use less material to correct your vision, resulting in thinner + lighter-weight lenses than standard materials (like polycarbonate). QUAYRx glasses come with high-index 1.60 lenses for a more comfortable wearing experience.

WILL MY QUAYRX LENSES HAVE THE QUAY LOGO?

• Your custom prescription glasses will not have the QUAY logo on the lens. Your lenses will have Quay’s signature specs appeal, including blue light filtering technology, anti-reflection, smudge- and scratch-resistance. If people ask where you got them, say you FOUND YOUR QUAYS.

WILL YOU FILL PRESCRIPTIONS IN FRAMES THAT ARE NOT PURCHASED FROM QUAY?

• At this time, we only fill prescriptions for our QUAYRx frames. Check out the complete collection here.

HOW DO I ADJUST THE FIT?

• Every face requires a custom fit. We want your glasses to be uniquely yours. Many of our glasses feature adjustable nose pads for an easily customized fit, and if you need further adjustments, we always recommend coming to us. Stop into one of our stores, and the Quay team can help you. Find your nearest location here.

WHAT DO I DO IF I’M EXPERIENCING ISSUES WITH MY NEW PRESCRIPTION GLASSES?

• Sometimes, it takes a few days to adjust to a new prescription, but if you’re having ongoing trouble:

• For QUAYRx purchases made at a store, stop by the location where you bought your glasses.
• For QUAYRx purchases made on Quay.com, contact us at QUAYRx@quayaustralia.com.

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

WHAT IS VISION INSURANCE?

Vision insurance is a health and wellness plan designed to reduce the cost of eye care and prescription eyewear.

DOES QUAY ACCEPT VISION INSURANCE?

Quay is an out-of-network provider for all vision insurance plans, which means we don’t bill insurance plans. Customers who buy Quay prescription eyewear and have a vision insurance plan with out-of-network benefits can submit their itemized receipt to their vision insurance for reimbursement.

HOW CAN I FILE FOR REIMBURSEMENT?

1. Purchase your Quay prescription eyewear.
2. Log on to your vision insurance website and locate the reimbursement form.
3. Fill it out and submit it with your itemized receipt.

I NEED AN ITEMIZED STATEMENT:

 Quay is considered an out-of-network provider, so you can apply for reimbursement if you have an out-of-network benefit in your vision insurance.

Due to QUAYRx glasses being an all-inclusive package deal starting at $165, we cannot provide an itemized statement. Most insurances accept our confirmation email for reimbursement.

If you need additional assistance, please email us at quayrx@quay.com.

FSA VS. HSA, WHAT’S THE DIFFERENCE?

FSAs and HSAs are tax-advantaged accounts that allow people to set aside pre-tax dollars to cover eligible healthcare expenses. What’s the difference? FSAs are only available through an individual’s employer benefit package, and any unused funds typically expire at the end of each year. In contrast, HSAs are available through private insurance plans and employer-sponsored benefit packages, and unused funds often roll over annually.

DOES QUAY ACCEPT FSA AND HSA?

Yes!

PLEASE CONSULT YOUR VISION CARE PLAN ADMINISTRATOR FOR FURTHER QUESTIONS REGARDING COVERAGE.

• EYEMED
• VSP
• AETNA
• ANTHEM
• UNITED HEALTHCARE 

STYLE ME, PLEASE–WHAT IS MY FACE SHAPE?

• Close to a Quay store? Please stop in and let one of our stylists help you find the perfect pair for your face + vibe. Find your face shape online if you’re not near a Quay store.
• Not close to a store? Peep Our Prescription Bestsellers or Use our Virtual Try-On to find your Quays: Virtual Try On