Customer Service & Support at Luminous Optical

At Luminous Optical, supporting our partners is more than answering emails — it’s helping you move orders forward, solve problems quickly, and grow confidently with Jonas Paul and TOMS.

Whether you have a quick question or need hands-on support, our team is here for you.

How to Contact Customer Service

Email: [email protected]
Phone: 888-818-8191

Business Hours:
Monday through Friday
9:00 AM – 5:00 PM EST

If you reach out outside of business hours or while we’re assisting another partner, we will follow up within the next business day.

For the fastest response, please include:

• Your store name

• Order number (if applicable)

• SKU(s) or frame name(s)

• A brief description of your question or issue

• Photos (for warranty or quality concerns)

How We Support Our Partners

Our Customer Service Team works closely with Sales, Supply Chain, and Lab Operations to ensure you receive accurate information and timely solutions.

Here’s how we can help:

Order Support

• Placing wholesale orders

• Portal login assistance

• Backorder updates

• Order status and tracking

• Invoice questions and payment confirmations

• Terms and credit inquiries

Returns & Warranty Assistance

• Return Authorization (RA) processing

• Warranty evaluations

• Replacement or credit coordination

• Policy clarification

Product & Inventory Questions

• Current availability

• Restock timelines (when available)

• Style recommendations

• Best-seller insights

Account Support

• Account setup and website access

• Account updates for changes to your address, email, phone number, etc

• Pricing clarification

• Promotional details

Shipping & Logistics

• Tracking updates

• International shipping support

• Duties and tax guidance (when applicable)

• Address updates

Our Commitment

We aim to:

• Respond quickly

• Provide clear, accurate information

• Resolve issues efficiently

• Support your growth with Luminous brands

Your success in practice matters to us. If something isn’t clear or doesn’t feel resolved, please let us know — we’re here to help.